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IPscape Adds Twitter Functionality to Aid Contact Center Productivity

Twitter, the social networking and micro-blogging service, has gained lot of popularity. It is popularly used for social media marketing. Now it has entered customer service as well.

IPscape, an Australian cloud-based provider of contact center technology, announced it has added Tweet functionality to multi-channel contact center technology, in order to aid contact center productivity. The beta availability of Twitter is introduced as an integral element in its multi-channel contact center technology solution.

Company officials with IPscape (News - Alert) said in a press release that the new Tweet functionality will join voice calls, emails and SMS messages in a single communication queue into the contact centre. With the help of IPscape’s technology, contact centre managers can now assign specific people to respond to tweets in the queue.

According to the release, IPscape uses cloud-based technology to queue voice calls, emails, SMS messages and tweets in the cloud, ready for the next contact centre agent to be available. By leveraging the smarts of the IPscape software, tweets are queued just like emails or SMS messages and directed to the handpicked ‘approved to tweet’ agents.

The ‘approved to tweet’ agents can also respond to voice calls, email and SMS messages. This helps in increasing the productivity of contact centers. In addition, proactive tweets can be instigated by these agents to notify followers of emergencies or other general service messages.

The new tweet functionality is offered as part of the overall IPscape contact centre solution and is available on a pay-as you-use basis.

Clients can now have a complete inbound and outbound contact centre with just a browser and business-grade broadband connection. This enables them to easily scale according to business requirements and call or tweet volumes, say officials with IPscape.

Officials with IPscape said that the new Twitter technology enablement is in limited beta to selected organisations with general availability in the next few months. Apart from the Twitter technology enablement, IPscape will also be sponsoring social media workshops for contact centre managers.

The social media workshops are designed to assist contact centre managers develop the prerequisite social media strategies and policies that will underpin their Twitter customer service interactions.Simon Burke, CEO at IPscape, said, "While many seek to 'sell' using Twitter, customers are already turning to Twitter for customer service and this is only going to increase. By sheer volume it will quickly move beyond being able to be managed by marketing and PR types. Ultimately existing experts in customer service, those in the contact centre, are perfectly placed to interact via this new channel."

"Our highly flexible cloud-based model improves staff productivity and eliminates the upfront capex and lengthy delays of traditional old world providers," added Burke. "Give us 24 hours and business-grade broadband and you’ll have a complete feature-rich multi-channel contact centre ready to go - last generation providers can’t even come close to that speed."According to IPscape, the IPscape solution is used mainly in call or contact centers to alleviate issues around cost containment, speed to market, real-time insight and the integration of new communication channels such as social media.

Jayashree Adkoli is a contributing editor for TMCnet. To read more of Jayashree's articles, please visit her columnist page.

Edited by Marisa Torrieri
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What Are Related Definitions You Should Know?

Related definitions that you should know as you increase your understanding of predictive dialers include:

Dialer: generic term for any computer-driven device that places outbound calls and connects the answered calls to an agent or operator.

Agent: telephone professional to whom a predictive dialer sends the ready call.

Predictive Dialer: Predictive dialing was introduced for the purpose of increasing efficiency within calling centers. They are computer based system that automatically dial groups of telephone numbers, and then passes live calls to available agents. The SpitFire Enterprise dialer utilizes sophisticated algorithms to speed up and slow down the call rate based on, number of available agents, number of available lines, the campaign’s average call time and other statistical information.

Quick Connect: Quick Connect allows your agents to log in one-to-one with a phone line. This option is great for B2B purposes, especially when your agent needs to be on the phone line through the entire call.

Fixed Dialing: Fixed Dialing gives your call center manager the power to manually set the volume of calls. The software will then automatically dial a predetermined number of lines per agent. Fixed dialing is ideal for political campaigns, charity campaigns, and other situations drop call ratios are not a factor.

Auto dialer: makes thousands of calls screening for busy signals, no answers, fax machines while detecting answering machines/voicemail and delivers pre-recorded messages. SpitFireX Auto Dialer is a low cost solution for voice broadcasting.

How Do Predictive Dialers Work?

Predictive dialers use complex mathematical algorithms that calculate, in real time:

  1. the number of available agents
  2. the number of phone lines available
  3. the probability of reaching a human being at a specific number
  4. the time between calls required for optimum agent efficiency
  5. the length of typical agent/customer or
    debtor conversations
  6. the average length of time agents require to wrap up after a call

SpitFire Enterprise Predictive SEP is a fully blended call center solution that supports unlimited lines, agents, and campaigns. Its greatest strength is in its flexibility: multiple campaigns can be set up, viewed, and changed with the click of a button. With easy options for customization, data and dispositions can be catered to each campaign. In addition to our user-friendly interface, SEPhighlights full customer data and combines multiple campaigns on one screen. All the information your agents need is accessible at a glance, freeing their energy to focus on what matters: the calls.

Keep It Simple with SpitFire Fully Integrated Call Center Software

Our greatest priority is making your call center run smoothly, and we do that by developing software that is intuitive and easily integrated with your current systems. SEP works seamlessly with most CRM applications and long distance carriers, making it the simplest and most cost-effective solution for your call center.

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Benefits of Using a Predictive Dialer

  1. Manages the process of dialing tens of thousands of calls or tens of millions of calls in its lifetime.
  2. Detects the result of the call, as an example: no answer, busy, fax, bad number, answering machine without any presence of human expertise. Consequently saving time by only transferring calls which are voice connects to the agents locally or remotely.
  3. Using predictive dialer increases the productivity of the company by drastically increasing the time agents spend on the phone talking to actual customers or prospective clients.
  4. Predictive dialer users get the ability to organize and better manage the client information, no lost notes scribbled on pieces of paper. The database used by the dialer organizes the calling structure.
  5. The most significant task done by the predictive dialer is to predict, which means always making an effort to get a live call to the available agent with the shortest amount of wait time. This is achieved by self learning algorithms within the predictive dialer to increase or decrease the dial ratio per agent, logged into the system.
  6. Inbound call can be better dealt with by allowing the customers to wait on hold in an IVR system, or a way to leave a message they'd like a callback while the agent is busy talking with other customers.
  7. Most important benefit of a predictive dialer is it reduces expenses for your company over a period of time since you do not need to buy and deploy a complex and sometimes extremely expensive PBX system. Your company will experience return of investment (ROI) in a period of six to twelve months.
  8. A predictive dialing system can effortlessly fit into your companies existing infrastructure since it is software controlled.
  9. The call routing logic and the contact management is all included in one software package. Your call routing logic implemented as per your specifications. Since it is a software package it can easily be upgraded even if you are located remotely with the help of internet.
  10. Provides an added cost effective method of managing the client database by giving the user of the predictive system ability to rework your database on previous call results.

    1. only redial records which were busy, no answers and answering machines
    2. Delete records which are bad numbers, disconnected numbers or operator intercepts
  11. Do a real time look up against the do not call database saving the predictive dialer user from accidentally calling people who have enrolled in the do National not call registry. This saves the company from lawsuits and others risks conforming to all legal statutes and FCC complaints.
  12. Provides progressive dialing capabilities like call blending which means handling inbound and outbound call at the same time.
  13. Provides ability to integrate call recording devices and call monitoring interfaces which helps call center supervisors to train agents and users and improve their customer support skills.
  14. Easy to setup and learn the predictive dialer logic and software tools.

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