PRESS RELEASE: eLoyalty, part of TeleTech Technology, announced the Company has released a second major upgrade in 2016 of its Cisco Powered® Contact Center as a Service (CCaaS) Cloud offering, bringing even more power and ease of use to the contact center market.
Available within cloud, premise, and a wide range of hybrid packages, this release begins unlocking the value of mobile administration and management—whether from the floor of the contact center or anywhere supervisors and administrators are located.
“Enterprises are demanding the latest technology, enhanced customer journey capabilities, and easier administration to provide a differentiated experience for their customers,” said Steve Pollema, senior vice president, TeleTech Technology. “Our quarterly release cycles and continued innovation of our acclaimed icPortal® administration system provides a differentiated experience across the Cisco contact center ecosystem.”
Customer-focused features included in this release encompass:
- Secure mobile (smartphone/tablet) optimized access to manage call center operations from any location, any time of the day or night. Manage virtually all aspects of the customer experience from a mobile device through the icPortal mobile application.
- Queue management for audio files that dramatically simplifies the management of messages across multiple call flows and scenarios.
- Interactive dashboards to monitor and enable rapid response to events within the contact center.
- Latest use of co-browse technology to improve the support experience.