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Knoahsoft Plays the Contact Center Dating Game
In the competitive marketplace for contact center software providers, developers are realizing that new products must go beyond the traditional standard for call monitoring and recording offerings. In a meeting with Knoahsoft’s President, Ralph Barletta, and Director of Marketing, Tony Compton, I got a look at what their approach is to succeeding in an industry rife with other software providers just like them. Turns out, other software providers are not just like them.
Compton relayed Knoahsoft’s tactic with a simple analogy: a dating service. Any given call center supervisor is approaching the “highly competitive, fractured landscape” of choosing a software provider, and he or she is “looking for that special solution.” Knoahsoft gets inside the manager’s head, and provides support customized to the business’ needs. Compton remarked, “The contact center managers want someone who ‘gets it,’ who ‘supports me,’ and we get it.”
Knoahsoft differentiates itself by working with the customer to provide the perfect solution for its needs. Delivering on three hot buttons every day, the company provides first call resolution, increased agent utilization, and greater customer satisfaction. Compton noted that “the software helps collect the contact center information, all the customer interactions, it assesses quality assurance and speech analytics as well as analyzes the information so that you can take action. We bring intelligence to the table through training and education, getting that workforce to run the way it should. You can only take action based on what you know. We understand that contact center managers need something that is easy to use.”
Knoahsoft also has an in-depth understanding of how its customers require support as it uses its own software in its data centers in India. “Everything that is in the product, we use in-house,” said Compton, and “you have the customizable dashboard, recorder, remote silent monitoring, speech analyzer, the coaching and learning which you don’t necessarily see out in the competitive landscape.”
Providing 24-hour-a-day support, Knoahsoft makes a point to lead the life of the contact center manager so it can maintain and upgrade its premium software solutions.
Juliana Kenny is a TMCnet reporter and editor. To read more of her articles, please visit her columnist page.
Edited by Juliana Kenny
