In the world of call center solutions, there is always a desire to get a little bit better, especially when it comes to the services that are offered to the customer. This is the driving force behind the announcement by Applied Global Technologies (News - Alert) (AGT) that it is introducing the Alliance Service Suite. This suite is a collection of A/V solutions that work for managed services working in collaborative environments.
Part of the announcement of this new suite included distinct improvements to its managed services portfolio while also expanding its management capabilities. The improvements include upgrades in the video conferencing and A/V infrastructure as well as Multipoint Control Units (MCUs), endpoints and the underlying infrastructure.
The improvements are going to directly impact companies like Cisco, Polycom (News - Alert), AMX and many more. The improvements also seem to be something that will make the suite even more attractive to the call center world. One of the big additions coming with this suite is the ability to get in-call performance statistics, reporting capabilities and fault management. The suite also offers up features such as asset information, and historical call quality statistics.
With more call centers embracing workers who never set foot in the office, getting access to these statistics and having the peace of mind of knowing they are accurate is going to be especially important. Jarrett Lowman, director of managed solutions for AGT talked about what the changes mean for the new suite in a recent statement saying, “With the Alliance Service Suite, we take an intuitive, end-to-end approach to create future-proof spaces by combining leading-edge technologies and services that are user-friendly, efficient, and managed.”
The future-proofing is especially noteworthy for call centers who really are seeing people who want to work from home more than ever before. Increasing customer service is still the number one goal for that industry and having a suite that will help them do that, no matter where the calls are going is only a net positive for the industry.
Edited by Alisen Downey