Contact Center Solutions Featured Article

September 02, 2009

SoundBite Increases Contact Center Productivity with New Tools

By Anuradha Shukla


SoundBite Communications has released a new suite of customized campaign-management tools that will for customers who want to manage ongoing campaigns and contact-center resources from one central location.
 
According to SoundBite, the new campaign-management console is a customizable user interface to the “SoundBite Intelligent Communications Platform.” This new console can create a user-defined view of real-time performance data and provide access to an expanded suite of flexible campaign-pacing models.
 
Contact center managers can pick the pacing model most appropriate for their contact center environment to properly allocate agent resources and reduce hold times and customer hang-ups.
 
SoundBite's campaign management console is designed to accommodate different roles within an organization. The easy-to-use console allows each user to tailor the best presentation of agent statistics and campaign metrics, conveying real-time campaign activity in a productive and actionable way, the company said in a press release.
 
The console simplifies changes and enables access to business intelligence by incorporating familiar Web application user control features. This allows users to manage multiple campaigns from a single page using fewer mouse clicks.
 
According to the company, these control features allow users to access a menu of key performance indicators, view campaign status, gain real-time insight on work remaining and make on-screen changes to campaigns.
 
The officials differentiates their solutions with those of competitors and point out that a number of contact centers have agents dedicated to a single account. Also, blended contact center environments have agents handling many different types of accounts.
 
By offering multiple pacing models, their company supports both environments and maximizes the value of dollars spent per agent hour. Contact center managers can simply click the mouse to pick the best pacing option for their proactive communications strategy.

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Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.

Edited by Marisa Torrieri


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