Contact Center Solutions Featured Article

Oslo Software today revealed its strategy to help organizations stretch their investment in contact center software to significantly improve customer service.

 

Through its unique technological breakthrough for dynamic resource allocation and management, Oslo offers the only scalable solution for organizations to guarantee the proper handling of customer inquires in contact centers with multi-tier service level agreements and variable business rules, through any communication channel.

 

As the number of mishandled inquiry calls continues to grow at an alarming rate, Oslo’s solution is in response to customer demand for contact centers to improve their services.

Oslo's solution allows organizations to create and maintain service as a differentiator.

 

Every company needs to make a name for itself in a crowded market, and one way to stand out from the pack is to provide superior customer service. An enterprise that is dedicated to making customers feel like family, proactively solving problems, and delivering the right service, will continue to raise service expectations. A poor contact center infrastructure makes it virtually impossible to provide good customer service.

 

"As contact centers evolve to meet the changes in customer communication channels, their managers face increasingly difficult challenges, ranging from managing a distributed workforce to integrating new multi-channel applications," noted Elizabeth Herrell, Forrester. "Fortunately, new solutions and applications now help to improve the quality of work and to direct contact center processes more efficiently."

 

"The era of pure product or price advantage in the consumer marketplace is not likely to occur again," said Emmanuel Gonon, CEO of Oslo Software. "They can be duplicated, but a strong customer service offering can give a company a unique competitive advantage. That is why we choose to apply our unique solution to the contact center. Contact centers represent a tremendous competitive advantage, because customers place a high value on customer service."

 

Besides optimizing contact center resource usage and improving the level of customer service, Oslo's technological breakthrough also helps organizations by advancing the company's image, reducing attrition, building loyalty, increasing purchase consideration and driving cross and up sales.

 

As consumers perceive most products and services as being undifferentiated, Oslo provides a way for companies to empower themselves with exceptional customer service to stand out from the competition.