Call Center Week – Reviews and Interviews – Part V

With customer expectations constantly rising, companies are seeking service options that allow people to get information, resolve issues and complete transactions more quickly and efficiently.  Innovative solutions abounded at Call Center Week with enhanced chat, co-browsing, click-to-call and IVR front and center. In this report, we review a few of the more interesting products presented on the exhibit floor.

Connect First From the customer perspective, the ongoing issue with IVR systems is that the user interfaces have been cumbersome, time-consuming and infuriating. Connect First introduced a new IVR call flow manager with a far more friendly UI. The solution, which can be used on any mobile device, offers drag-and-drop capabilities to simplify development. It also allows companies to start and stop recordings and set up customized rules for call flow. Connect First offers its clients guidance on what should be available as a self-service option and what live operators should always handle.

IntheChat offers comprehensive social media sales and service solutions as well as new text messaging response capabilities. Built specifically for the contact center, ITC Enterprise uses text analytics and natural language processing to allow agents to provide real-time, multi-channel support for customers. The solution’s text mining algorithms eliminate the ‘noise’ often found in first-generation listening solutions and reads social media posts the way a human  would, routing the right type of actionable posts to the most appropriate agent for speedy resolution. Agents can now also respond to customers via text message from a single, integrated servicing dashboard. ITC Enterprise incorporates a built-in CRM with case management, contact history  and interaction tracking features to drive reporting. Its integrated click-to-call and click-to-chat functions simplify multi-channel support. IntheChat’s highly intuitive solution offers turn-key set up and makes the learning curve an easy one for customer service agents.

LiveLOOK presented a new click-to-call solution to integrate with their co-browsing technology to both make it easier for customers to get immediate live help and more efficient for companies to  engage customers who they know are currently on their website.  With Click-to-Call, customers can initiate a voice interaction by clicking a button on a company’s website and simply entering his or her name, phone number, and any other relevant information into the Click-to-Call window. The software then connects an agent and the customer directly via phone. It’s a natural complement to LiveLOOK’’s Co-Browse PremiuM which enables agents to co-browse with customers within the web domains of a company and its partners, within the customer’s browser settings window or even within a PDF document.

One week after the Call Center Week conference, Oracle announced that it has signed an agreement to acquire LiveLOOK to strengthen Oracle Service Cloud with its leading co-browse functionality.

OnSIP provides reliable business phone service in the cloud. OnSIP InstaCall, which is free with an OnSIP account,  enables visitors to use a company’s  website as a phone, starting their calls by clicking a button.  Agents can answer calls in their browsers and InstaCall can also be  used to provide video-enabled sales and support. Instant messaging is also enabled with SIP Message requests. OnSIP InstaCall provides a new channel that enables businesses to improve brand credibility with instant, rich video communications to their web visitors while gaining real-time caller insight and new business intelligence to help increase conversions. Calls are  encrypted end-to-end for security and InstaCalls can be seamlessly directed to the right call group, queue or individual number on a company’s OnSIP PBX. OnSIP offers an easy-to-use JavaScript code that allows a company to create in InstaCall button with a number of clicks, then copy and paste the code into their website. An intuitive open-sourced JavaScript library also enables a company to add signaling to its WebRTC app.

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