Welcome back to the week in review, where we take a look at all the top stories making headlines in Contact Center Solutions this week.
The week started off with a look into the future of customer engagement. Special guest Francisco Kattan, head of platform marketing at Nexmo, a Vonage company, provided some insight into what he calls “the customer engagement paradox.” He explains, “Conversing with other humans is easy, but because human conversations rely on things that are hard to standardize or teach to computers – context, nuance, cognitive ability – our interactions with businesses and software are often underwhelming.” Luckily, that problem is changing thanks to cloud-based communications. You can read all of Kattan’s insights on what trends to watch out for HERE.
This week also saw several new capabilities brought to contact centers. First was Revation Systems’ LinkLive 8.0, which as Steve Anderson states, “…features the LinkLive Connection Intelligence (LLCI) system, a tool that takes session orientation systems and couples these with secure vector routing to produce a session failover system that works in real time.” That’s only one update available, though. Find out about all the other new and exciting features HERE.
Next up on the improvements list is the news that Aspect Software is transforming security with its cloud-based trust platform, Aspect Verify. Aspect Verify was recently used at a top UK bank to fight fraud, and the results were fantastic; the bank saw the rate of fraud spending cut in half simply by implementing the system. Web Editor Maurice Nagle has everything you need to know HERE.
Finally, the week rounded out with the news that Plantronics has announced new business intelligence services. The Plantronics Manager Pro v3.9 system allows user to collect both operational and historical data about voice interactions and the overall use of headsets. This is a welcome advancement in the contact center space, given that headsets are becoming the norm for agents. Find out what benefits this tracking and data system can provide HERE.
That’s all for this week. Come back next week to read all the latest news in the contact center space.