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August 2009 | Volume 28 / Number 3
Customer Interaction News

Short Message Service (SMS)

Customer Interaction News

  • Avaya (www.avaya.com) has come out with the one-X Agent contact center desktop application suite.It features a user interface that lets agents better manage multiple customer and expert interactions simultaneously. This helps simplify work item management for the agents, while driving more first call resolutions. The user interface also has capabilities such as integrated contact lists with ´click-to-dial´ and "drag and drop" features for conferencing and transfers. This gives agents more effective means to reach the right experts and include them in the customer interaction.


    one-X Agent supports embedded video, which makes video-based customer service as simple as a phone call. This lets home or remote agents collaborate with colleagues visually just as if they were in the same office. Video also makes for more dynamic customer interactions either via face-to-face discussions via PC or in-store kiosks.


    one-X Agent also simplifies and cuts associated installation costs involved with solution deployment. It can be easily customized and run silently in the background without any interaction from the agents. Administrators can determine which features can be accessed by agents, providing them with greater flexibility and complete control over all aspects of the desktops.



  • Birst (www.birst.com)´s sales and enterprise analytics solutions are now available on the Force.com AppExchange. Birst has developed Salesforce Connect, a data connector that allows salesforce.com (www.salesforce.com) customers to easily analyze their Salesforce CRM data, including custom objects, within Birst.



  • eGain (www.egain.com) has made it easier to switch solutions providers. Its new eGain SafeSwitch Program allows owners of software deployments from Brightware/FirePond, Colloquis, Kaidara, KANA, KNOVA/Consona, Mustang/Quintus, noHold, and Talisma to acquire eGain software for no licensing fee. They will only have to pay the ongoing support fee. There is a proven, rapid, and low-cost adapter-based upgrade to eGain Service.



  • eGain has also given more reasons to stay with or switch to the firm with eGain IVR. It features sophisticated computer intelligence and is unified with other interaction channels, including web self-service. The solution is an integral part of eGain Service.


    eGain IVR comes in two flavors: Standard and Advanced. Standard handles informational and transactional queries such as the common multichannel knowledge base, interaction records, customer database, and integration with backend systems. Advanced includes the Standard features plus it uses eGain´s patented Inference Reasoning engine that uses case-based reasoning that simulate best-practices conversations with agents. This enables self-service for complex interactions that would usually need the intervention of experts.



  • Speech analytics is an extremely powerful tool to understand customer interactions and call center processes. Envision Telephony (www.envisioninc.) has right-sized speech analytics, making it much more affordable and practical with Envision InteractionIQ™, which simplifies the processing, search and reporting of speech data from within audio recordings. It includes a processing filter that focuses processing power on the most pertinent and relevant interactions, ad-hoc searches for enquiries only when needed, add saved searches to have only filtered recordings including specific voice data delivered to inboxes to expedite review. It also has smart tags that mark terms for immediate reference and "click through" ability to recordings during review.



  • eVolv On Demand (www.evolvondemand.com) has enhanced its contact center staff, sourcing, selection, and hiring solutions with Voxeo (www.voxeo.com) hosted Interactive Voice Response (IVR) platform to perform phone screening, which has traditionally manual and time-consuming hiring step. Evolv´s solution first leads candidates through targeted, position-specific pre-hire assessments online, after which Voxeo triggers outbound calls at times convenient for the candidates. After the candidates respond to series of questions regarding motivation, skills and work style, the recorded responses are available within seconds for review by the recruiters or hiring managers, saving valuable time.



  • Genesys (www.genesyslabs.com) has launched Genesis Advisor that monitors, align and optimize operations via five real-time oriented modular applications.


    The Contact Center Advisor consolidates and correlates call data in a simple, elegant unified display including detects exceptions. Workforce Advisor consolidates data from multiple switches and workforce management applications. Frontline Advisor helps contact center supervisors and team leaders identify opportunities for ´coaching-in the-moment´ and manage agent call and sales behavior by correlating agent state and revenue data with behavioral rules. Agent Advisor permits contact center agents to manage their own call and sales performance activities. Mobile Advisor keeps the executive connected and informed about contact center operations no matter where they are.



  • Interactive Intelligence (www.inin.com) has introduced a new communications-based process automation product called Interaction Process Automation(TM) (IPA). IPA is designed to reduce costs and provide a quantifiable return on investment for unified communications (UC) by automating processes that are far more efficient than their manual counterparts, enabling companies to accomplish more with fewer required resources. Core UC platform functionality adapted for process automation includes contact center-style queuing and routing are used for accurate and flexible prioritization and distribution of process work, automated escalation functionality, recording, real-time monitoring, and end-to-end reporting.



  • KANA (www.kana.com) has released KANA 10, which it says is the industry´s first service experience management (SEM) platform. Developed in conjunction with IBM and KANA customers, KANA 10 links customers ´ existing technology and resources into a single readily-managed seamless application. All KANA 10 users will have a unified view of all pertinent customer information. Business leaders can quickly and effectively design, deploy, and modify customer service processes, or ´ experience flows,´ allowing for real-time process optimization that helps increase revenue, reduce risk, and ensure consistent service.



  • Knoah (www.knoah.com) has developed its Knoah Experience and Performance Manager (EPM) solution. The latest version, EPM 5.5, introduces advanced end-user analytics, comprehensive alerting, and enhanced correlation and analysis capabilities. Dynamic Base-lining generates performance baselines from historical trends to automatically identify instances where performance is trending downwards. IT operations teams can take proactive action before service thresholds have been breached and business has been disrupted. Targeted Alerting enables pinpoint alerting on any captured metric e.g. utilization, quality, performance, error for any combination of user groups/transactions/processes. Correlated Analytic Dashboards makes it easy to compare values for sets of related metrics. They generate dynamic views of key performance indicators and identify top offenders.


    And in a refreshing move away from arcane screen names and transaction identifiers, for reporting Knoah EPM 5.5 presents an analysis of system performance in business contexts, such as "create new account," "save purchase order" or "search opportunities." This language focuses contact center staff to the mission at hand: making money.



  • SIP Print (www.sipprint.com) has formed a separate organization and associated certification program to test and verify interoperability between various VoIP phone systems and the SIP Print call recording system. SIP Print Labs certification program is a multi-faceted effort by SIP Print to work together with IP-PBX vendors, customers, and channel partners to define standards of interoperability and performance for call recording applications on SIP-based phone systems. The SIP Print Labs Certification ensures reliability and high performance for SIP call recording in these environments. The certification therefore brings exceptionally strong value and peace-of-mind to end-users with mission critical call recording applications.



  • TDI (www.tdiinc.com) has integrated Nuance´s (www.nuance.com) RealSpeak Text-to-Speech (TTS) engine into TDI´s Liberation platform. Through this partnership, Liberation users will have the ability to convert text into high quality speech, helping generate additional revenues and further enhance employee productivity. They can now reach enterprise-level scale for their speech needs, including spoken alerts, payment reminders, and appointment verifications more affordably with Nuance´s TTS engine.






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