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The latest news from the Contact Center Solutions Community. Sponsored by Interactive Intelligence. Powered by TMCnet.

  Feature Articles

Wholesale distributor of bicycle parts, Quality Bicycle Products (QBP), recently improved its customer service levels due to deploying Interactive Intelligence's Customer Interaction Center, an all-in-on IP communications software suite. Interactive Intelligence's solution replaced an existing Mitel system and supports all 670 employees at QBP's headquarters in Bloomington, Minnesota, as well as at its distribution centers in Ogden, Utah and Harrisburg, Penn.

Using the newly unveiled jhaCall Center from Jack Henry & Associates (JHA), one can systematically capture and authenticate customer information. jhaCall Center is stated to be an intuitive, user-friendly technology platform that provides extensive case management capabilities.

Tadiran Telecom, a privately held partnership recently bought by Afcon Holdings Ltd., has acquired EasyRun's powerful contact center software technology and intellectual property, to strengthen its leadership position in unified communications. As a result of the acquisition, EasyRun's EPICCenter technology, a best of breed enterprise grade multimedia contact center solution that runs on a Windows server, will be integrated into Tadiran Telecom's Linux-based unified communication platform.

NIKSUN Alpine empowers users with even more powerful analytics than before. The company combines unique, quick visualization and reporting capabilities, to provide users with a solution that is better, faster and easier. The NIKSUN Alpine sets new performance standards with up to 50 percent increase in sustained capture and 20 percent improvement in response time and is built with the latest high speed processors.

When a hospital has expended the funds to purchase an expensive imaging system, time means money. And that also means they want the machine up and running 24/7.

Operators have long understood the value of giving customers more insight and control over their service plans. Customer self-care not only reduces call center and maintenance costs, but gives Communication Service Providers (CSPs) the ability to enhance the overall customer experience ultimately creating more loyal and profitable interactions. For many years, building robust web self-care portals was the method of choice, but in today's media-rich, on-demand world, customers and CSPs are moving away from portals and looking at how they can best engage with customers on mobile devices.

While many call center organizations record interactions simply because they have to, many more progressive call center organizations record calls because of the wealth of intelligence they can draw from recorded calls. The value of this recorded data to the call center has been confirmed in multiple studies. Customer interaction analytics provider, Nexidia has released the latest study confirming how recorded data could help call center operations, provided the right analytics solution is deployed.

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