September 25, 2008
Adaptive Rolls Out Concourse 3.0
By Brendan B. Read, Senior Contributing Editor
Adaptive Engineering has rolled out Concourse 3.0, the newest version of its unified communications solution that features improvements designed to help users, including contact center staff, more effectively connect with each other.
With Concourse 3.0, which replaces Broadcast 2.8, users and administrators will experience more streamlined visuals and increased messaging functionality, including broadcasting and multimedia. Administrators will have more remote oversight and the ability to send training videos over Concourse and monitor their usage.
Among the key features are:
Concourse 3.0 provides a more secure internal communications method compared with traditional instant messaging tools that rely on the public (and vulnerable) Internet. Concourse resides inside the corporate firewall. Messages are encrypted and users are authenticated via LDAP/Active Directory, enabling enterprise single sign-on.
Concourse 3.0 is an exceptionally versatile tool in contact centers by permitting offline realtime communications among agents and between them and their supervisors, enabling quick handling of matters such as difficult calls, and coaching to improve performance. Staff can collaborate and send text or multimedia messages, which can be routed based on user attributes. If an agent needs information in order to answer a caller’s billing-related question, they can route the message to the billing group, where it is distributed to the next available subject matter expert.
Concourse also enables remote support personnel to view the agent’s desktop, and even take control in order to complete a transaction. It permits broadcasting alert messages such as regional system outages, special offers, and other urgent communiqués to a targeted group of recipients.
With Concourse 3.0 callers wait less, get their issues and needs met sooner, and call back less frequently, thereby reducing costs and helping to increase customer satisfaction and retention.
“Adaptive Engineering was founded to answer a need in the software solutions industry,” said CEO and founder, Allan Stern. “With Concourse we have a family of products that is customizable, and designed with each customer’s business goals in mind, from reducing employee turnover in a call center to saving money on new employee training. Our approach starts with the user and results in an innovative unified communications suite that is fully secure and integrated with their existing systems.”
INTERNET TELEPHONY Conference & EXPO West 2008 — the biggest and most comprehensive IP communications event of the year — concluded September 18th in Los Angeles, California. Thousands of attendees flocked to the event for three valuable days of exhibits, conferences and networking opportunities. Mark your calendar now for ITEXPO East 2009, February 2-4, 2009, in sunny Miami, Florida.
Read archived editions of Show Daily eNewsletters from ITEXPO (News - Alert) West 2008 here. See you in February!
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Mae Kowalke