Call Center Solutions Featured Articles
This week, ShoreTel made ShoreTel Cloud, its cloud UC and contact center solution, available in the United Kingdom through channel partners. The announcement comes as a response to the growing cloud adoption numbers in recent months.
The cloud is a boon for the enterprise, and specifically it offers call center solutions developers the perfect medium to disperse their software. This week, VOX Network Solutions announced that its NuStratus portfolio will now offer Contact Center as a Service (CCaaS) solutions powered by Spoken.
Not-For-Profit Program Finds Cost Savings and Better Customer Service with VoltDelta's Hosted Contact Center
While it may intuitively seem like running a multichannel contact center, by definition, would demand that a company approach multiple vendors, it's an odd truth that the reverse is usually the case. As organizations today are expected to maintain consistent quality of service across multiple communications channels, the best approach is a unified platform that natively integrates telephone, Web, email, chat, mobile apps and even social media. While not all companies need all these channels, it's helpful for smaller organizations to turn to a solution that allows them to add channels to the mix as they grow and evolve. For a no-for-profit organization that doesn't have keep pockets, it makes sense to go with a cloud-based approach.
Voice: the first frontier for the call center. And, as more firms have issues with security and are tasked with providing an omni-channel experience, voice remains a key component of the call center. The next frontier for voice is biometrics, and specifically to provide a safe and secure means for authentication. Nuance Communications has been playing in this sandbox for some time, and recently announced the Australian Taxation Office (ATO) will be leveraging its voice biometrics solutions in its call center.
Enterprise resource management (ERM) is an essential tool that integrates all the individual department functions into a single software application. It provides an automatic workflow from one department to another, to ensure a smooth transition and quicker completion of processes. Similarly, customer relationship management, or CRM, offers workflow automation replaces repetitive manual processes to cut admin work and eliminate duplication so teams can focus on profitable activity. While these two are mutually exclusive, according to ITWeb, integrating ERM and CRM can reap huge benefits for many of the same reasons, but together as opposed to two separate units.
Last month's decision by the FCC on the clarification of robocalls under the TCPA is receiving criticism for possible impacts on how and when customers consent to receiving communication from businesses they patronize.
Every episode of the cartoon series G.I. Joe would include the line, "Knowing is half the battle." The same can be said in the call center environment in regard to what users need to provide customers with an exceptional customer experience. In that light, Telax, a provider of call center solutions, has created ElevatingContactCenter.com to collect data on how contact center solutions can be improved.
When it comes to customer service, call centers and retail companies alike are trying to figure out just what makes a customer the most happy. It appears that Nissan is coming rather close to finding the silver bullet. The firm makes sure its customers understand it is paying attention to them. One case in point is the popularity of the Qashqai. This particular vehicle, not available in the United States is quite impressive in its popularity in the U.K.