Additional Highlights from Call Center Week 2011

The following are some more information on the vendors who attended the IQPC event.  


For companies frustrated with isolated or disparate data sources, 360’CRM’s latest advances in its InSight data analytics tool provides new levels of actionable information for the Call Center or Channel Management practitioner.  InSight not only automatically draws call center performance data in to a common, universally comparable dashboard and report analytics library, it also integrates internal quality monitoring data and external customer feedback data; opening new dimensions of visibility to enterprise performance and enhanced decision-making clarity.  InSight is fully compatible in any multi-center/multi-switch or dialer environment, and is especially well-suited for companies managing multiple outsourced vendor partners.

Business Process Management

Convergys Corporation, a global leader in relationship management, announced ICOMS 9, an enabling platform for next generation services.  ICOMS 9 will be pre-integrated with Convergys CRM, powered by Microsoft Dynamics CRM.
As part of Convergys Smart Revenue Solutions, the ICOMS 9 next generation solution enables operators to easily configure new service offerings and leverage expanded marketing support to build a truly integrated service experience.  The solution uses flexible offer management configuration and intelligent technology to improve the integrity of up-sell, cross-sell, new acquisition processes and drive new revenue growth.  Using the ICOMS 9 solution allows operators to respond to market dynamics with flexibility across business models, such as business services and broadband monetization, to drive growth-enabling differentiation.  In addition to innovative and flexible marketing support, the solution will enable operators to adopt a complete customer-centric approach through personalization of services, offers, and customer experience.

Furniture – Site Design

At Call Center Week 2011 Interior Concepts demonstrated its 3D virtual product tour capabilities. New technology allows the company to hold web conferences with customers and make live product changes to their site furnishings. This eliminates days and multiple revision levels from the design process while allowing customers a chance to see how their call center furniture will look in their space. The design process has been extremely popular with new and returning customers since it allows for live design changes and even the ability to see the furniture in their selected colors before the manufacturing process.

IVR/Speech Self Service

VoltDelta OnDemand continues to deliver over 2 billion calls per year reliability with the DeltaTouch platform. Organizations from many industries have implemented VoltDelta OnDemand contact center and voice self service solutions because of its reliable and scalable platform. New this year, VoltDelta OnDemand is delivering:

The DeltaCast outbound voice application  It is now delivering messages in 52 languages and makes automated calls into 154 countries for multi-factor authentication and order verification.
VoltDelta On Demand is also providing efficient speech automation for New Jersey’s 511 traveler information services.  Tens of thousands of calls per month statewide are answered, providing motorist with real-time traffic conditions, travel times and floodgate weather alerts using automated voice self service system. Average call handling time is optimized because the system caches the last location that a caller completed. The next time the caller dials in, a prompt is presented asking if the caller would like to access the same actions that they completed last time. The result is that on average system questions are reduced by one half.

Monitoring – Recording

CallCopy, an industry leader in monitoring and performance management/analytics systems,  received top ratings in overall product and vendor satisfaction in DMG Consulting’s 2010-2011 Quality Management/Liability Recording Product and Market Report. They received the highest Product rating, and tied for the highest rating in Overall Vendor Satisfaction.

The survey, conducted by industry analyst DMG Consulting LLC), is designed to assist contact center and IT managers in selecting the best solution, technology and partner to meet their organization’s current and future needs.

For the report, DMG surveyed customers of thirteen leading workforce optimization (WFO) solution providers. Participants were asked to rate their level of satisfaction in eleven product-related categories and eight vendor-related categories. In addition to receiving the highest average product satisfaction rating, CallCopy received the highest rating in eight of the eleven product-related categories, including six perfect scores of 5.0 (completely satisfied) and two in which they shared the top score.

Multi Channel Call Center Solutions

Since 1999, Air2Web has been a mobile solutions provider of smart phone applications, mobile website development, and is one of the largest providers of bulk SMS messaging. Over the years, Air2Web has helped many industries with their mobile marketing strategy by delivering coupons and other promotions to millions of consumer’s mobile phones. Recently, Air2Web has taken their mobile platform and created a mobile customer care solution named AirCARE. The AirCARE solution leverages the mobile channel to reduce inbound call volumes, improve customer service, and enable your customers to communicate with your company all via the mobile channel.

Some of the mobile customer care programs that Air2Web has implemented allow customers to manage their accounts, schedule service appointments, manage service outages, and even collect customer feedback. This allows customers to use their mobile phones to self-serve themselves wherever and whenever they want. Another product worth mentioning in the AirCARE solution is Mobile Assist. Mobile Assist combines the agent customer chat technologies of either LivePerson or ATG click to chat capabilities with Air2Web’s mobile platform. This enables chat agents to engage with consumers from virtually any mobile phone, using any mobile channel, from anywhere in the world. This solution enables visitor-side texting with agents from not only mobile devices, but in concurrence with online and voice channels. This extends live chat capabilities beyond the browser to provide customers with on-demand access from anywhere, deflecting costly inbound phone call volume and maximizing agent labor utilization.

Bucher + Suter is a global provider of contact center solutions and services.  They are a Value Added Reseller and Systems Integrator for Cisco Contact Centers. Their comprehensive contact center solutions include email, chat and other forms of communication. Bucher + Suter unifies your contact center with an add-on suite of applications including multi channel agent desktops, universal queuing, multimedia communication adapters, unified reporting, and self service.
They recently introduced DeskPhone by Bucher + Suter, an agent Graphical User Interface for managing phone calls, e-mails, Voice Mail and web call back requests. The application provides full softphone operation, detailed Real Time Displays and a variety of integration options for address books, additional media channels and third-party applications such as Customer Relationship Management and ticketing systems.
Bucher + Suter’s new Multi Channel Adapter (MCA) for SAP is a pre-packaged integration of SAP CRM and Cisco’s Unified Contact Center Enterprise (UCCE) solution. It is a centralized process that manages the real time flow of interactions between the SAP desktop user interface and Cisco’s UCCE. It provides seamless integration with the SAP Agent GUI allowing agents to login/logout, go ready/not ready with reason, answer, hang up, transfer, conference, click to call etc. using the SAP GUI.

USAN has been a pioneer in the hosted contact center industry since 1989, providing cloud-based call center infrastructure for some of the world’s largest enterprise businesses and telecommunications carriers. In June the company acquired Interactive Softworks, an innovator in multi-channel Customer Engagement software solutions.

The combination of USAN’s enterprise grade call center hosting offering with the acquired Customer Engagement platform and premise call center suite will create the industry’s first hybrid, hosted and/or premise based multi-channel solution. The USAN Customer Engagement solution enables its users to create and manage multi-channel campaigns, configure products and offers, provide customer service, and answer technical support all on the customer’s communication channel of choice: web, voice, email, chat, text, mobile, and social media.

The new USAN will help its customers more affordably and efficiently deliver a high quality cross-channel customer experience, acquire more new customers, retain more loyal customers, and positively transform their business.

Outbound Optimization

ALI Solutions, an industry leader in Outbound Contact Optimization solutions, exhibited their new Proactive Contact Solution for inbound operations. “Proactive Contact” enables numerous inbound service requests that require the need for subsequent outbound contact to be managed within a client-defined set of strategies in order to manage, track and complete the CRM service cycle more cohesively.

They provide single campaign automation for multiple disparate contact requirements including:
appointment setting or confirmation, service surveys, web requests for information, lead lists, and inbound call-back requests.

Testing – DataPerformance Analysis

The newest addition to IQ Services’ suite of Customer Interaction Optimization managed services is CallerBeat™ Real-Time Customer Experience Interviews.  CallerBeat™ is a unique, premium survey service for companies looking for more than just a customer satisfaction metric. Through immediate live interviews, CallerBeat™ delivers the kind of customer insight needed to drive strategic customer service and issue resolution initiatives.  The response rates are very high because customers are more likely to provide feedback during a CallerBeat™ interview than with other online or callback methods.

Voice of the Customer

Allegiance, Inc. provides Voice-of-the-Customer and Enterprise Feedback Management solutions that help organizations drive growth and increase profitability through improved customer and employee loyalty and engagement.  The newly enhanced Allegiance Engage platform is a feedback system that continually collects and analyzes the voice of customers and employees through multiple channels such as email, Web, print, and phone, into a central database for analysis and action.

Allegiance Engage includes customer loyalty and employee retention solutions combined with professional services, training and support. Allegiance also offers Inquisite Survey, an end-to-end survey solution designed for gathering and understanding the opinions and insights of customers, partners and employees.  The experts at Allegiance can help your company to select the best feedback channels, customize surveys and execute a strategic action plan to yield measureable results.

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