Q&A with William Durr of Verint

Question: We have a 350 seat contact centre that operates 24 by 7. We also have several lines of business and a few tiers within some of those lines; so we have multi-skilled agents. It can take four weeks of initial training to get a person up to speed on the basics in one line of business. When they demonstrate mastery of that skill, we provide training that enables them to move up the tiers or add new lines of business. We are achieving our goals but attrition is a continuing problem. We are trying to lay out a 5-year plan. What changes do you see coming that could affect contact centre operations in unanticipated ways? Continue reading Q&A with William Durr of Verint

TalkTalk Reduces Call Center Costs Dramatically by Creating a More Human Customer Service Conversation with Nuance

PRESS RELEASE: Nuance announced that TalkTalk has dramatically improved the customer service experience via Nuance’s Natural Language Call Steering solution. As demonstrated through this video, customers calling in to TalkTalk for assistance can now simply speak naturally when prompted by the interactive voice response (IVR) system to immediately be routed to the most appropriate contact center agent, improving customer satisfaction with faster, easier service. Continue reading TalkTalk Reduces Call Center Costs Dramatically by Creating a More Human Customer Service Conversation with Nuance

Inisoft announces single inbound and outbound call handling solution

PRESS RELEASE: Inisoft limited, one of the UK’s leading software companies are delighted to announce the new release of the synTelate agent desktop application which now includes the latest in enhanced and improved inbound call handling. Using synTelate in conjunction with Avaya’s Proactive Outreach Manager, contact centres can now experience the benefits of a single synTelate scripted agent desktop covering outbound (Predictive, progressive and preview) and inbound calls. Continue reading Inisoft announces single inbound and outbound call handling solution

Black Box Expands Cloud Service Offerings

PRESS RELEASE: Black Box Corporation, a leading technology solutions provider, announced that it has added two Cisco Powered collaboration services to its growing portfolio of cloud communications solutions. Hosted Collaboration Solutions and Contact Center as a Service (CCaaS), Cisco Powered services, are built upon Cisco’s Unified Communications software and architecture and are combined with Black Box services and renowned technical expertise to offer a powerful partnership to enterprises migrating to cloud communications. Continue reading Black Box Expands Cloud Service Offerings

Huawei and Infosys Announce Global Partnership to Offer Cloud, Big Data and Communication Solutions

PRESS RELEASE: Huawei and Infosys today announced a global partnership to jointly offer enterprise customers with cloud, big data and communication solutions. The alliance brings together the Huawei’s expertise in information communication technology, particularly cloud infrastructure and Infosys’ global IT service expertise. Continue reading Huawei and Infosys Announce Global Partnership to Offer Cloud, Big Data and Communication Solutions

Aspect Software’s Cloud-Based Proactive Engagement Suite Recognized for 2014 Speech Technology Excellence Award

PRESS RELEASE: Aspect Software announced that TMC, a global, integrated media company, has selected Aspect for a 2014 Speech Technology Excellence Award for Aspect®Proactive Engagement Suite. The tenth-annual Speech Technology Excellence Awards, presented by CUSTOMER Magazine, honors companies who have demonstrated innovation in speech technology solutions that improve the bottom line for their customers. Continue reading Aspect Software’s Cloud-Based Proactive Engagement Suite Recognized for 2014 Speech Technology Excellence Award