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Callback solutions and virtual queuing is an added step call centers can take to allow callers to keep their place in line without having to hold the line.
This week, Verint unveiled its Automated Quality Management (AQM) solution that comes as an integrated element of the Verint workforce optimization suite, and is capable of automating the quality management process - end to end.
Sponsored By: Fonolo
LIVE WEBINAR
How Call-Backs Can Save Your Call Center
Thursday, November 9, 2017
2:00 PM ET / 11:00 AM PT
REGISTER TODAY!
In this one-hour webinar you’ll learn how call-backs can deliver concrete ROI for your contact center. You’ll also hear from Shai Berger, CEO of Fonolo, who recently published an in-depth eBook on this topic.
We'll talk about:
- Lowering Abandon Rate
- Controlling Spikes in Call Volume
- Decreasing Handle Time
Plus so Much More!
Today, Frost & Sullivan announced Aspect Software is the recipient of the 2017 Frost & Sullivan Asia pacific Outbound Systems Market Share Leadership Award for the sixth consecutive year. From workforce optimization to self-service solutions and fully-integrated consumer engagement offerings, Aspect is striking while the iron is hot, in a market that is trending heavily upward.
Given the explosion of channels available to consumers, you'd think that we'd see a dramatic reduction in more traditional channels over the past few years. We have not.
Today, Avaya announced fresh integrations with the Salesforce Service Cloud, contact center solutions and CRM environments to enable a modern, omnichannel customer service experience. Avaya's CRM connector 2.0 pairs with the Salesforce Lightning Service Console to provide a single user interface, embedded with a slew of tools to offer the contact center agent every opportunity for success.
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