Unified Communications

In a six month study, Mattersight Corporation commissioned Forrester Consulting to examine the total economic impact and potential return on investment  enterprises may realize by deploying its Behavioral Analytics platform.

The Behavioral Analytics platform captures customer and employee interactions, and then automatically analyzes those interactions using proprietary algorithms and unique behavioral models. The output of this analysis is new data attributes on every interaction measuring...

The main topics of interest at the IQPC Call Center Week Las Vegas were ‘cloud’ and ‘multi-channel’.  Attendees were also concerned with the use of social media.

How customers connect to companies is evolving.  Customers want to connect on their own terms with the channel that suites them best.  Vendors are attempting to respond to the customer’s needs with a variety of new solutions.  Below is a recap of exciting technologies and solutions that were at the event.

360'CRM   is a full spectrum CRM...

“Character may be manifested in the great moments, but it is made in the small ones.”
~Phillips Brooks

Call center agents hold the power of your brand promise in their hands.

The moment of truth can be when customers need to talk to an agent after exhausting self-service options.  Or, it can be the accumulation of experiences across all channels.

As problem calls increase and interaction points expand, companies need to adjust their customer experience strategies to ensure agents are equipped to...

These devices are variously called, "smart desktops," "intelligent desktops," "universal desktops," and "unified desktops."  However, all these products seek to condense required call processing information onto a single desktop application and organize the sequencing of screens to coincide with workflow. For ease of communication we will use the term "unified desktops."Demand for these products is still in the formative stages but growing rapidly.

Behind the interest is the same fundamental...

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

Analytics

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...

In a recently released Empirix sponsored web survey from Opus Research, companies were asked “ When thinking of collaboration or social media platforms to communicate with customers, which of the following do you use?”

Facebook Fan Sites

The second half of 2010 has witnessed a flurry of activity around Facebook. Its 500 million registered users have become a magnet for “social marketing” initiatives. Businesses of all sizes found it easy to raise visibility and build stronger communications...

The first decade has seen steady growth in market demand for analytics solutions
of all descriptions as evidenced by the results of the annual survey of contact center end-users conducted by Saddletree Research in conjunction with the National Association of Call Centers (NACC). An offshoot of the Call Center Lab at The University of Southern Mississippi, the not-for-profit NACC conducts surveys of its members and newsletter subscribers in order to keep a finger on the pulse of the industry...

The rapid growth of social media is forcing businesses to develop strategies for integrating it into their operations. Unfortunately, the poor attempts greatly outnumber the successful ones so far. A primary contributing factor in many failures is the tendency to view social media channels as just another marketing medium, a new way to push out press releases and sales campaigns. More enlightened companies realize that social media is more about pull than push.

Social media provides its users a...

Unified Agent Desktop

A unified desktop seeks to condense required call processing information onto a single desktop application and organize the sequencing of screens to coincide with workflow. Demand is growing for these products primarily due to the importance of first contact resolution (FCR).

Prior to the use of unified agent desktops,  improving FCR often came at the expense of increased handing time, as agents needed to search through myriad data sources and/or consult with others...