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Contact Center Solutions Week in Review: Malindo, Convergys, and More

December 02, 2017

The Contact Center Solutions Community was all over the map this week. From contact centers leveraging Amazon Echo and Google Home to Malindo Air upgrading to an omnichannel contact center solution via Aspect Software, it was quite a fruitful and informative week. Here is the Contact Center Solutions week in review, in case you missed out on anything.

Anantara Vacation Club announced the deployment of the Aspect Unified IP contact center platform to push forward its outbound marketing and customer engagement in Shanghai and Hong Kong. "With Aspect, our call centre operators have more control, allowing them to more effectively engage our Club Points Owners. We can see all activity within the Minor network, and managers can adjust operations accordingly,” shared Maurizio Bisicky, Chief Operating Officer of Anantara Vacation Club.

Convergys Corporation has introduced its Intelligent Voice Portal 10, part of its Conversational platform.  It’s designed to deliver users a human-esque virtual assistant technology that will leverage well-known AI devices, like Amazon Echo and Google Home. “This solution is transforming the way customers interact with organizations,” said Kathy Juve, SVP Marketing, and Product Strategy at Convergys. “Users today can just tell their devices what they want to accomplish, using their own words in natural speech phrases.”

Malindo Air announced upgrades to its contact center with the adoption of an omni-channel contact center solution from Aspect Software. The Aspect Unified IP system aids in aligning customer service infrastructure and processes to offer a unified, integrated solution set to deliver exceptional customer service. Chandran Rama Muthy, CEO of Malindo Air noted, "As part of our continuous effort to improve customers' experience, we have deployed this technology to handle voice and email interactions at our customer care center based in Malaysia.”

Finally, Disability Solutions, the national non-profit consulting division of Ability Beyond, headquartered in Connecticut, has helped corporate clients meet this challenge by hiring jobseekers with disabilities.  As a result, call centers are realizing positive results including reduced turnover, lower interview to hire ratios, and increased productivity.

And there is your Contact Center Solutions week in review, wrapped up in a neat little bow. Make sure to come back early next week so you do not miss a moment!