A growing demand in the world is that of choices. Who doesn’t like choice? Having options and being able to choose that which is most convenient or appealing is satisfying. And in a world where this is becoming the demand, contact centers must change as well. Enter new wave applications.
 
New wave applications are tailoring contact centers to offer customers more options in the way they make contact. These options include speech recognition, web chat, web self service and IVR. While these technologies offer the flexibility customers want, with them comes a need for the seamless, strategic support and deployment of these services.
 
To address this topic Avtex, provider of contact center solutions, on Thursday, June 8, is presenting a free breakfast Seminar: "New Wave Applications for the Contact Center"
 
As Jolene Peters,Marketing and Partnership Development, Avtex told TMCnet, "Customers are demanding to get quicker service, to do business in the method of their choice and get their question resolved on first contact. Research and surveys indicate that contacts handled via email, web chat, web self-service and using speech recognition are increasing. To compete in the market place, it is crucial that businesses keep up with technology to provide their customers with a preference on how they want to do business."
 
"The trend in today's customer Service Contact Centers is developing cross channel integration for effective communication," she added.
 
At the seminar, John Pascoe of Nuance Corporation will  present, "Latest Trends in Speech Recognition" and discuss the benefits of current speech implementations including the  ways in which speech recognition technologies are quickly enhancing customer self service.
 
Avtex customer, The Western and Southern Life Insurance Company's Scott Carson, will present a case study at the seminar highlighting how his company has leveraged new technologies to realize reduced costs, increased revenues and improved customer satisfaction levels.                                
 
As an added incentive, all attendees of the event will also receive a complimentary "Reality Check" report from Benchmark Portal. The report compares your call centers performance to others in the industry--including metrics and gap analyses. Dayne Peterson of Benchmark Portal will also present "New Wave Applications That Drive First Call Resolution".  This presentation will address the business challenges customer service contact centers are facing today including:
 
-Achieving effectiveness and efficiency (a well- balanced center)
-Developing cross channel integration for effective customer communication
-Shifting from a tactical cost-focus, to a profit-focus, to a strategic focus.
 
 For further questions contact Jolene Peters jpeters@avtex.com
 
To register for the event click here.
 
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.