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Contact Center Solutions Week in Review: Interactive Intelligence and Delivering Superior Customer Experiences

It may have been a short week in the U.S. because of Labor Day, but there was no shortage of news and insights in the Contact Center Solutions Community.  In fact, typical of recent weeks the community continued to demonstrate its robustness in terms of innovation and global importance.

Speaking of impact and global reach, community host Interactive Intelligence had a few items that literally and figuratively touch on both.  In the first item of interest, tekVizion Labs’ SIP interoperability certification service was added to the Interactive Intelligence Global Alliance Program.  The second relates to Australia-based R-Group International becoming and Interactive Intelligence Elite Partner. 

Finally, Interactive Intelligence recently held a webinar on the keys to delivering superior customer service, and some of the highlights of that session should compel you to download the archived version.

Having the right tools so agents can do their job in an optimal manner was the subject of a few interesting developments which included:

• Presence Technology launched its “No limits Contact Center Technology” in Colombia which uses JAWS (Job Access with Speech) speech synthesis to enable visually impaired people to become great contact center agents.
• ContactCenterSolutions Contributing Writer Steve Anderson had an interesting posting on why headset selection is something that deserves serious evaluation.
• A new tool worth checking out is the Contrast Contact Center free utilities app for iOS that makes contact management simpler.   New Contact Center App Enriches Communication for Businesses and Consumers.

As frequent visitors to the week in review know, we like to share advice from subject matter experts from around the community, and the good news is this past week generated a lot worth sharing. Items of particular interest include:

• How to be the “Squeaky Wheel” of customer service so that your problem gets the attention you believe it deserves.
• Why contact centers as the front lines for customer interactions are so critical in building brand loyalty.
• A look at a recent study by LinkedIn regarding what metrics matter most in tracking contact center performance.  Measuring What Matters in the Contact Center.
• For any contact center administrator out there you should definitely read about how Big Data is changing the recruitment process.
• There was also a fascinating study from Nuance of U.S. consumers about the benefits to companies that are increasingly interacting with mobile customers and how “Interactive Virtual Queuing” is enabling improved customer care with improved self-service making calling an agent a last resort.  

In other industry news this week a few items were certainly newsworthy.  Topping the list was the news that Transcosmos, Oracle Japan and INTEC  have teamed up to deliver omni-channel customer support. The Transcosmos support service relies on a combination of Oracle Service Cloud and INTEC's Call Crayon" Customer Contact Enhancement Solution.  You should be aware that Webleads, a provider of SEO, web design, and application development packages announced the launch of a new initiative targeting contact center managers. And, Enacomm became a recognized vendor of credit union core processor Corelation, a financial software company focused on addressing the technological needs of credit unions, highlighting the importance of IVR use in the financial services community. 

Weekend Reading

We are now entering the heavy news and tradeshow cycle so staying on top of things in the community will take on even more importance. Your best place to do so is by using the links on the recently re-designed community home page. It puts you a click away from constantly up-dated industry news, eBooks, whitepapers, videos, insights and interesting demos. 

Plus, visit our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology —which contain news and insights on specific areas  of interest. 

Finally, if you were unable to join us for what was an immensely popular webinar, “Business Process Automation Best Practices For Improving Customer Complaint Resolution,” click on the link and view the archived version of the event.