Who wants to be a millionaire? I do! And with that in mind, I?ve been calling into the
WWTBAM interactive voice response (IVR) system to qualify for ABC's runaway hit game show.
I've answered the qualifying questions correctly a few times, but so far Regis hasn't
called me back. But I'm optimistic.
This is just one of the interesting ways in which IVR is being implemented. Another
recent, innovative use of IVR is Mirage Resorts' Sports Tele-Bet solution, built using the
Pronexus's VBVoice toolkit and Brooktrout Technology's RDSP Series of voice processing
platforms, which allows Nevada residents to place wagers on sporting events through an IVR
system. For those who prefer to participate in sports -- golf specifically -- there's
Technology Partners' TeeOff-IVR, built using Dialogic technology, which allows players to
schedule tee times using their touch-tone phones.
As these examples illustrate, even nontraditional venues are using IVR to more
effectively utilize staff resources and to offer customers quick and convenient ways to
get answers and perform common tasks. And for highly specific, specialized purposes, IVR
is often sufficient.
But more complex and varied offerings require more complex and complete solutions. For
most contact centers, IVR is effective only if it is one of several customer contact
options. The trick is to know where IVR fits into your call center to complement all other
customer contact resources in order to maximize its benefits and minimize the potential
for customer frustration.
This Customer Contact section showcases some of the new products that will help you to
build and/or maintain an effective customer contact system. And be sure to check out the
sidebar by Diana Walta of Intervoice-Brite, which expands upon the discussion of where IVR
(and other elements) fit into a consolidated call center.
IVR technology continues to be a prevalent method of customer self service, despite
predictions that Web-based self service would quickly supplant it. Instead, IVR and
Web-based customer service have become complementary tools, offering customers what they
value most -- choice and convenience.
— Grace Pisano
Customer Contact News
Silknet Software And NCR Offer Web-Based Self Service
Silknet Software announced a partnership with NCR Corporation in which NCR will sell,
service, and support Silknet's customer-centric e-business products, including the Silknet
eBusiness System, Silknet eCommerce, and Silknet eService. Silknet eBusiness System is a
Web-architected platform for building, deploying, and configuring customer-centric
e-business applications. Silknet eService, built upon the eBusiness System, is a customer
service application that enables a company to provide customer self-service and
collaboration using the Web, e-mail, the telephone, and other channels. Silknet eCommerce
is a Web-based application for building and managing an electronic storefront. The
applications will be incorporated as the self-service component of NCR?s Customer
Interaction Contact Center solution.
No. 524, www.comsolmag.com/freeinfo
Primus Intros Web Self-Service
Primus will provide its customers with self service, e-mail, chat, and
collaboration support through its Primus Interchange e-service solution. With Primus
Interchange, a user submits an e-mail inquiry, and the system automatically searches the
knowledgebase and returns an e-mail message containing suggested answers to the user's
question. Alternatively, users can search the customer service knowledgebase directly
through the company's Web site. At any point in the self-service process, Primus
Interchange gives users the option to engage a service representative in an e-mail or chat
session to work through a problem or answer a question. To most effectively handle user
inquiries, e-mail messages can be routed to specific service representatives based on
skill level and area of expertise.
No. 525, www.comsolmag.com/freeinfo
Redi-Direct Expands CRM Capabilities With SalesBook Acquisition
Redi-Direct Marketing acquired SalesBook Systems, a developer of software
solutions for sales force automation and customer relationship management (CRM). SalesBook
will now operate as a division of WindSoft, another of Redi-Direct's group of companies.
The combined CRM development resources of SalesBook and WindSoft will enable Redi-Direct
to move into new CRM solutions including PalmPilot and Web-based applications. The
applications will be marketed both as add-ons for existing CRM customers as well as
standalone solutions.
No. 526, www.comsolmag.com/freeinfo
Sessio.com Provides Real-Time, Web-Based Customer Service
Sessio.com launched a new version of iSession, providing real-time Internet customer
service that allows e-tailers and e-commerce companies to instantly chat with customers
visiting their Web sites. In addition to supporting real-time chat, iSession enables joint
Web browsing and gives customer service representatives the ability to push Web pages of
products and forms, and to direct shoppers to checkout pages. iSession does not require
hardware or software to be installed-- Sessio.com's Web Call Distributor engine
automatically generates a hyperlink, which appears on the customer's Web site. The
hyperlink is associated with a specific CSR or bank of CSRs. The WCD engine also provides
queue management and can record conversations in a database and enable managers to
generate various reports.
No. 527, www.comsolmag.com/freeinfo
Ericsson Launches Customer Service App
Ericsson has launched Upfront Support, an Internet customer service
application that integrates with Ericsson's Next Call Centre to provide a customer
interaction solution ranging from automated, Web-based support to direct contact with an
agent via text chat or voice call. Upfront Support combines voice and text interaction
over the Internet by opening an Internet chat window that customers can use for Internet
customer service. The Upfront Agent allows customers to have questions answered online
automatically by clicking on a help button, enabling enterprises to provide answers and
relevant information, which is stored in a database. Enterprises can also set up the
system to require customers to enter a pin number, and personalize Upfront Support to
offer specific services or a preset "personality" to particular customers.
No. 528, www.comsolmag.com/freeinfo
Interactive Intelligence Offers Online Knowledgebase
Interactive Intelligence announced that its online knowledgebase is available for use by
partners and end users. The knowledgebase is designed to enhance customer service by
allowing partners and direct customers to resolve issues without waiting in a queue. The
knowledgebase also aims to reduce support calls, thus allowing Interactive Intelligence to
support engineers to focus on more complex, mission-critical issues. To use the system,
Interactive Intelligence partners and end users log onto the support center's Web site,
select the Solutions library from the knowledgebase, and enter a search query. Interactive
Intelligence plans to incorporate screen presentations and additional product knowledge
into its knowledgebase, as well as to offer an offline version so that partners working at
customer sites without Web access can also use the database.
No. 529, www.comsolmag.com/freeinfo
iHelp Launches Real-Time Customer Support
iHelp announced a total-scope approach to customer support solutions with the
launch of solutions for online businesses that include support for e-mail, online chat,
and VoIP applications. iHelp's solutions include its Virtual Agent, which utilizes
artificial intelligence by collecting and cataloging customer queries. Using e-mail,
online chat, and VoIP, CSRs can cross sell, up sell, and lead the customer to the checkout
pages of the Web site. iHelp enables e-companies to offer live, real-time customer service
agents, internal customer support relations, trained CSRs, and tracking and monitoring
tools, among other business enhancements.
No. 530, www.comsolmag.com/freeinfo
WebTone Intros Harmony Customer Care
WebTone released the Harmony Customer Care Suite, a product suite designed to
transform the call center into a multimedia contact center. WebTone's Harmony Customer
Care suite integrates traditional telephony functionality with Web-based communications,
allowing businesses to consolidate, track, and respond to customer service requests
according to the companies' own criteria and the consumer's preferred delivery channel.
The Harmony Customer Care Suite presents a unified, multimedia queue, integrated workflow
management, and telephony and Web-based customer care products. Products available within
the suite include WebTone Ensemble, to provide e-mail management and self-help solutions;
WebTone Lyric, a software-based telephony solution comprising full ACD, CTI, IVR, and PBX
capabilities; and WebTone Duet, designed to enable real-time interaction between
businesses and customers, enabling shared Web browsing and interactive chat.
No. 531, www.comsolmag.com/freeinfo
Lucent Creates CRM Alliance Network
Lucent has formed an alliance network to build multi-vendor CRM solutions.
Under the Lucent Technologies CRM Solutions Alliance Network program, participating
hardware and software vendors, value added resellers, and systems integrators will team
with Lucent to provide integrated solutions that help organizations build long-term
customer relationships. The three-tiered program includes Application Alliance Members,
who will use Lucent's tools, API, technologies, and platforms to develop CRM solutions;
Technology Alliance Members, who may integrate Lucent CRM software onto their own
platforms; and Systems Integrators, to help customers integrate Lucent's hardware and
software with other applications and technology.
No. 532, www.comsolmag.com/freeinfo
Blue Pumpkin Trials PrimeTime Email
Blue Pumpkin announced a beta program for PrimeTime Email, a new technology designed to
solve workforce scheduling challenges caused by the recent introduction of e-mail into the
customer contact center environment. PrimeTime Email is the first in Blue Pumpkin's
multimedia technologies to address the rapidly changing workforce management needs of the
modern contact center. The company plans to integrate a full multimedia solution into the
PrimeTime product family. Blue Pumpkin is also currently collaborating with e-mail
management system vendors to provide full integration with the PrimeTime product.
No. 533, www.comsolmag.com/freeinfo
Customer Contact Cisco Delivers Customer Interaction Software
Suite
Cisco released the Cisco Customer Interaction Suite, comprising the upgraded
Cisco Collaboration Server, the Media Blender, the Media Manager (formerly Media Router),
and the debut of Cisco?s E-Mail Manager. Cisco's expansion into the interaction software
market is based on software from WebLine Communications, a recent Cisco acquisition. Cisco
E-Mail Manager allows business to manage and track customer inquiries sent to a company's
Web page or mailboxes. Collaboration Server includes application sharing, caller
collaboration, whiteboarding, and so on. The Cisco Media Blender enables the integration
of multiple media types, including PSTN, interactive Web sessions, e-mail, text chat, and
VoIP calls. The Media Manager enables businesses without an ACD to connect their Web
customers to sales and service representatives.
No. 534, www.comsolmag.com/freeinfo
Plantronics Creates New Call Center Division
Plantronics has created a new call center and office division, which has
released a new line of hands-free telephone headsets. The new division will include
current engineering, product development, and marketing resources from within the company.
As with Plantronics’ mobile communications and computer audio system divisions, the
creation of the call center division is centered on the stratagem of permitting specific
resources within the company to focus on a single area of expertise and customer needs.
No. 535, www.comsolmag.com/freeinfo
Mercom Announces Enhancements
Mercom’s Audiolog computer-telephony voice recording server and IntellAgents2000
quality monitoring system now offer additional integration with Lucent PBXs. The use of
Lucent’s CentreVu Telephony Server for Windows NT, and TSAPI, adds to Mercom’s
CTI capabilities for G3-equipped enterprises. Mercom also utilizes Dialogic’s
CTConnect for integration to all major PBXs. The new integration capabilities for
Mercom’s offerings include features such as single-step conferencing and
criteria-based recording, allowing Mercom customers additional CTI options for their
Lucent PBXs. Single-Step Conferencing, in conjunction with ASAI, will allow instantaneous
recording connection to calls as they occur, and can avoid conflicts with the normal
Service Observe activities of call center supervisors.
No. 536, www.comsolmag.com/freeinfo
Trisys Releases Tapit 2000
Trisys released its Tapit 2000 call accounting software, a 32-bit, Windows
2000-compatible system that analyzes all telephone activity to provide businesses with
detailed information about their phone usage. Tapit 2000 allows managers to control costs,
better manage personnel, and allocate expenses. Specific applications enable professionals
to bill for both inbound and outbound client calls, help to motivate sales personnel,
verify phone bills, and so on. Tapit 2000 works with any telephone system that provides
Station Message Detail Reporting information. At the termination of each incoming or
outgoing call, Tapit 2000 stores the information from the phone system data stream onto
the computer’s hard disk, and then lets users recall data in their choice of report
formats. Tapit 2000 is also compatible with Windows 95/98 and NT 4.0.
No. 537, www.comsolmag.com/freeinfo
SmartHarvest Launches Download Usher CRM Service
SmartHarvest announced its Download Usher service, which gives companies the ability to
manage their Web-based customer relationships. In addition to guaranteeing download and
tracking customer histories, Download Usher allows companies to brand the download
experience, including the placement of targeted banner ads during the download. Companies
can also track and analyze customer profiles generated by Download Usher and use the
information to improve sites and create targeting marketing programs.
No. 538, www.comsolmag.com/freeinfo
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|
| Consolidated
Call Center Platforms: Efficient CRM BY DIANA WALTA
Managing customer relationships means more than just plugging an interactive voice
response (IVR) system into a call center and offering callers the option of pressing
"1" for checking account information,"2" for savings accounts, and so
on. It means quickly giving them the information they need when they need it -- thereby
reducing frustration and increasing loyalty.
The most efficient way to provide that information is through the use of software and
hardware that work in tandem to provide automated, personalized customer service over the
phone. Consolidated call center platforms combine IVR, inbound call processing, outbound
predictive dialing, agent desktop applications, and reporting capabilities in a single
package.
Customers benefit from consolidated platforms because they can have their calls handled
right the first time, can interact using the medium of their choice (Web, fax, voice,
etc.), and have access to self-service functions such as making account inquiries or
transferring funds. Call center managers benefit from consolidated call tracking and
detailed call-handling reporting.
A consolidated platform uses CTI in three ways: identifying the inbound caller to route
the call to the correct IVR service or agent; integrating with an external database for
building call records, establishing call files, and performing outbound dialing; and using
legacy terminals or third-party databases to access information about the customer.
Consolidated Platforms In Action
Consolidated platforms can be used in a wide variety of call center environments. For
example, a credit card provider with two call centers recently deployed a consolidated
platform to automate the process of contacting cardholders whose accounts have become
delinquent.
Where previously the card provider’s call center agents brought up
delinquent-account information on their computer screens and made outbound calls trying to
update information and get payment commitments, they now utilize a consolidated platform
that fulfills all of those outbound requirements. In addition, the IVR function provides
cardholders with balance verification and other information, freeing agents to handle more
involved customer interactions. Return on investment was reached within six months, and
the company is now planning to more than triple its call center staff.
Another example involves a European broadband telecommunications company that provides
cable television and ISP services. The telco had technical support agents fielding calls
and trying to resolve them at the point of presence, but also used technical consultants
to help handle problems. Because of difficulties in tracking field calls and sharing
information, problems would go into limbo, creating a customer service disaster.
The company implemented a centralized help desk using a consolidated call center
platform. Now when field technicians encounter problems, they call into the consolidated
call center’s IVR application, which collects basic information. Support technicians
then take the call and either enter the problem into a troubleshooting guide to find an
answer or document it for future resolution. Field technicians can enter a trouble ticket
code to track the status of a problem, and either get an automated disposition status or
can transfer out and talk to an agent. All of the information about the ticket is on the
agent’s screen, so the field tech and support tech can immediately begin resolving
the issue.
Feedback from company representatives indicates the company feels it is handling
problems much more efficiently—often with a single call.
The Bottom Line
When evaluating your customer relationship management, look at how quickly customers are
getting their questions answered, how many calls are being dialed, and how many valid
contacts are made. Frustrated customers will take their business elsewhere. A consolidated
call center platform can help you efficiently and effectively manage your customer
relationships.
Dianna Walta is the director of Call Center Solutions at InterVoice-Brite.
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