CIS: What
is Stratasoft's mission statement?
Hennessy: To provide our customers with a world-class contact
center solution.
CIS: What makes Stratasoft's products unique and how can
users benefit by using them?
Hennessy: Stratasoft offers custom contact center solutions that
do not require excessive, labor-intensive implementation and professional
service augmentation. Our complete call center product offering allows end
users to rapidly customize their business applications and positions them
to effectively compete in today's business climate. The StrataDial. VC2
- Virtual Contact Center suite provides the customer with the following
essential telephony applications: outbound predictive dialing, inbound
automatic call distribution, voice mail and auto-attendant, speech
recognition and text-to-speech, Web-based text chatting, e-mail management
and routing, fax-on-demand, an interactive voice response system and rapid
application development tools. The product's true open architecture
design allows for easy integration with existing in-house systems and
software applications, thereby minimizing customer acquisition expenses
and capitalizing on existing technology investments. StrataDial.VC2
delivers robust, yet easy-to-use, global contact center functionality to
worldwide companies seeking an affordable and flexible communications
solution.
With the evolution of the multipoint contact center, our customers are
leveraging the power of our product suite to increase their productivity
and return on investment. The product allows our clients to contact
additional customers and prospects quickly, keeping the customers'
preferred choice of contact in mind.
CIS: What, in your opinion, is the most pressing issue facing
our industry today?
Hennessy: The industry is suffering from a negative public
image. The latest round of press and government legislation has reinforced
the less than positive opinion that currently surrounds an industry that
is estimated to contribute over $600 billion to a flagging U.S. economy.
CIS: What are your recommendations to alleviate such
problems?
Hennessy: We at Stratasoft are designing technologies that focus
on consumer preference in both our inbound and outbound (boundless)
multipoint communications. The strength of our product is the ability to
negotiate and define the delicate balance between the consumer and the
contact center. We are leveraging existing technologies such as
text-to-speech and speech recognition, and then blending these with newer
technologies with the human behavioral patterns of both the contact center
agent and the customer. We built the solution of tomorrow to create a
win-win situation for the contact center business, the customer and most
importantly, the household consumer.
CIS: How will the FTC's proposed amendments to the
Telemarketing Sales Rule affect Stratasoft and your clients?
Hennessy: Our systems have been designed with 'do-not-call'
embedded technology since their inception. Stratasoft as a solution
provider has conscientiously developed consumer-friendly technologies for
our clients with the consumer in mind. The Telemarketing Sales Rule will
not affect our customers or our company.
CIS: What is your vision of the future of the CRM/contact
center industry?
Hennessy: We have been providing CRM solutions since the
inception of the company. Clients and consumers are becoming more aware
and sophisticated as to their preferences. Due to cost constraints and the
availability of a highly educated and motivated overseas workforce,
customers are beginning to outsource their back-office operations and call
center services. Stratasoft has addressed this trend in two ways '
through product development and resource allocation. The release of the
StrataDial.VC2 product is geographically and database-independent. This
functionality gave our customers access to the global community. Our
subsidiary, Global Outsourcing Solutions (GOS), provides our customers
with access to resources through the development of an international
network. More and more of the non-mission-critical tasks will be performed
in an overseas capacity and mission critical tasks will continue to be
performed domestically. Clients need technology that allows them to manage
their contact centers regardless of the location where those services are
being performed. The evolution of the industry will demand the utilization
of such products as StrataDial.VC2. One world'one connection.
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