Contact centers solutions are an increasingly important piece of the puzzle when it comes to success for today’s businesses. Over at the Contact Center Solutions Community we cover all the latest in call center and workforce optimization solutions news. The Week in Review offers a chance to quickly go over the top headlines from the week. Sit back and enjoy.
Consulting firm Voxai announced this week that it partnered with Virtual Hold Technology to help optimize its contact center solutions.
The partnership will include the addition of callback functionality and will make it possible for customers to use SMS, Internet communications and other methods to request a call back instead of waiting on hold on the phone.
Commenting on the partnership, Sunil Rudraraju, CEO of Voxai Solutions said, “Voxai manages many high-profile customer contact centers. VHT's highly available solutions, in addition to their broad omnichannel functionality, were the deciding factors in confirming our partnership. We look forward to incorporating VHT's omnichannel solutions into more of our accounts.”
Enghouse Systems Limited announced that its Presence Technology unit was named a 2017 CUSTOMER Product of the Year Award winner.
Using this presence suite, it’s possible for users to have customized views of contact center performance and productivity metrics for real-time and historical data.
The offering uses an HTML 5-compatible frame Web standard so contact centers can view the data from anywhere and on any device.
Also this week, TAS United, LLC made headlines with the launch of its Voice Logger Cloud Storage solution. The offering was created in a bid to help contact centers more easily manage and utilize call recording data to improve operations.
The software application for contact center answering services securely transfers all voice recordings to cloud storage and operates in tandem with Amtelco’s Voice Logger software.
Extracting data is become a hot topic today and especially in the call center space, having access to analytics is really key to avoiding customer complaints.
As TMC’s Tracey Schelmetic notes in a feature this week, people are spending less with companies today if they receive poor service. This is true across sectors like banking, financial services and transport. Finding the right analytics data is key. Check out the article to hear more about this topic.
That’s all for this week. Be sure to check back for the all latest in Contact Center Solutions news as it happens. Until next week…