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Spanlink Introduces Mobile Supervisor Workstation
MINNEAPOLIS --(Business Wire)-- Spanlink Communications, a leading provider of customer interaction solutions that leverage VoIP-based unified communications technologies, today introduced Spanlink Mobile Supervisor Workstation, a portable, hand-held tool that allows contact center supervisors to monitor, manage schedules, and collaborate with agents, regardless of location.
Mobile Supervisor Workstation extends the Spanlink(R) InteractiveEdge line of products, which are built from the ground up to transform centralized contact center environments into virtual customer interaction networks. The new product enables supervisors to maintain constant contact with agents from any location with wireless access. Supervisors can attend meetings or work offsite and still provide effective coaching and receive immediate notification of all contact center activity and issues, enabling quick response time for optimal productivity and consistent customer interaction.
Spanlink Mobile Supervisor Workstation features include:
-- Portable Interactive Collaboration with Agents -- Includes chat, barge-in, intercept, Web page push, silent monitoring, and on-demand recording of active agent calls for improved customer service and uniform agent behavior.
-- Mobile Real-Time Display and Email Alerts of Performance Metrics -- Gives supervisors at-a-glance status information about the contact center environment, allowing rapid response to real-time changes.
-- Integrated Browser -- Permits supervisors to simultaneously perform multiple job functions through a single desktop application, including customer relationship management, e-mail and historical reporting, for increased productivity.
-- On-Demand Agent Re-Assignment -- Allows mangers to reassign contact center resources where and when they are needed, keeping customer satisfaction and call response levels high.
Additionally, Spanlink Mobile Supervisor Workstation integrates with Spanlink(R) Quality Management, a recording, evaluation and training solution, and Spanlink(R) CALABRIO(TM) Workforce Management, a workforce management and scheduling solution, providing remote access to workforce optimization tools.
"Spanlink Mobile Supervisor Workstation addresses the age-old limitation of supervisors needing to be in close proximity to the agent teams in order to keep up to speed with contact center operations," said Spanlink CEO Brett Shockley. "With this tool, Spanlink is empowering supervisors with the access and functionality they need to effectively monitor and communicate with agents, regardless of location, to optimize agent performance in virtual customer interaction networks."
Spanlink Mobile Supervisor Workstation, along with other applications from Spanlink, will be on display at Booth #507 at Internet Telephony Conference & Expo West in San Diego, Oct. 10-13, 2006, and at Cisco's Booth at Dreamforce, Salesforce.com's User & Developer Conference, Oct. 8 - 11, 2006.
About Spanlink Communications, Inc.
Spanlink Communications is a leading provider of Customer Interaction Solutions that leverage VoIP technology. With nearly 20 years experience, Spanlink develops and markets customer interaction software, workforce optimization software and system management software that helps customers exploit the benefits of virtual unified communications networks for business transformation. Spanlink applies expert planning, migration and support services to tailor each customer's solution and support plan to its business needs for transformational business improvements in productivity, efficiency and customer satisfaction. Find news and information at www.spanlink.com.
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