TouchStar, a company focused on enabling contact centers to improve customer service and reduce operating costs with remote agents and VoIP connectivity, has announced the availability of TouchStar 5.7 in Europe through Telecom Applications, a UK contact center solution specialist and exclusive reseller of TouchStar. The company has also entered several new European markets and continues to expand with new sales and growth from current partners.

 

TouchStar version 5.7 is designed to provide contact centers with advanced features to drive profitability. Intelligent inbound ACD and IVR functionality and quality analysis tools are meant to provide improvement for a contact center’s ability to provide world class customer service.

 

Campaign specific custom settings have also been added to provide maximum performance. Such settings include expanded real time and batch performance data; automated report exports to e-mail; multiple recording settings; and additional regulatory compliance options.  

 

The solution also now supports Spanish and French languages. TouchStar’s Supervisor, Administrator and Agent Applications are all now available in English, Spanish and French and scripts can be written in any language. ACD and IVR messages can be recorded in any language and automated voice messages or reminders can be sent in any language.

 

In an attempt to offer increased productivity, the new version also incorporates several new outbound calling and messaging campaign settings to provide additional customization by campaign. Contact center supervisors have the option of choosing additional settings like alternative dialing plans, call progress analysis, record fetching order, and several other new settings. Enhanced dynamic line assignment has also been added to maximize line usage and productivity.

 

Managers can map out their actual contact center agent and facility layout with the new Visual Supervisor. This enables supervisors to quickly and easily view an image of the agent, their name, status, number of calls, talk time, campaign and many other metrics to manage real time performance.

 

The Quality Assurance piece of the solution enables a contact center manager to listen to a recorded conversation and use a customizable electronic form to score the call. This application enables users to quickly gather data from call recordings to make intelligent decisions regarding their campaign, script and agent performance. Customer feedback can also be easily obtained to improve the success of contact center performance.

 

Steve Bederman, CEO of TouchStar, said in a statement, “TouchStar is known around the world for our customer support and software development in the contact centre industry. It was critical to carefully choose the reseller partnership that would best represent TouchStar.  We thoroughly evaluated Telecom Applications to ensure that they could provide the same customer support that TouchStar commits to.”

 

David Fricker Jr. of Telecom Applications, added,  “TouchStar is not only the fastest growing company in their industry worldwide, but their products are as well.  With the success of reselling the TouchStar suite in Europe, Telecom Applications is now expanding into new markets.  The release of version 5.7 is the first of several this year that will provide our customers with enhanced features to drive productivity and profitability.”

 

 

 

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