Archive | May, 2011

Visit with Telrex

Over the next few weeks, Telrex staff will be at contact center and unified communications events, and we’d love to see you there! Visit with us at the following events: CRMXchange Virtual Conference: Visit Telrex’s “virtual booth” for the chance to win one of three $50 gift cards. This online educational conference will take place [...]

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Behind the Scenes…

I am not a big fan of reality TV, but a new reality competition on television called “The Voice” compelled me to tune in just because of the name. It’s “hook” is that the celebrity coaches must decide whether or not to select a talent for their team based solely on what they hear. The [...]

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CosmoCom Technology Provides the Pulse in HKBN’s “Service with Heart”

In a press release today, CosmoCom announced that Hong Kong Broadband Network  Limited (HKBN) has been utilizing the CosmoCall Universe all-in-one virtual contact center suite for their broadband subscriber customer service. The Customer Engagement team at HKBN offers a one-stop solution for customers, from telemarketing to handling billing and technical inquiries. CosmoCom’s advanced skills-based routing [...]

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The Art of Listening

These days, many companies are recording telephone interactions, conducting surveys, and collecting customer satisfaction data. But are companies really listening?

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Syntellect CIM’s Social Contact Center: Production by Way of Social Tools

Social networking and social media in general has seen huge growth in the past few years. Facebook alone has over 500 million users, half of which log in on any given day. In an average 20 minute period, over 10 million wall posts are made.  YouTube’s bandwidth now exceeds that of the entire internet only [...]

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Five Fan Favorites

Happy Friday! Today, I was looking over the statistics for the Telrex blog and thought that the top posts was interesting. Here are a few of the all-time favorite posts from the Telrex call recording and monitoring blog:

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CosmoCom Wins Software Award

Today, CosmoCom announced that CosmoDashboard, an advanced, real-time contact center reporting application, has won the prestigious 2011 Long Island Software Award (LISA), presented by the Long Island Software and Technology Network. CosmoDashboard recently received the TMC IP Contact Center Pioneer award as well. With CosmoDashboard, administrators and supervisors have unprecedented power and flexibility to monitor [...]

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North Shore Credit Union Implements an IVR Solution to Support Member Self-Service

North Shore Credit Union selected Syntellect Communications Portal (SCP) for their IVR platform. With comprehensive support for industry standards, SCP enables NSCU to leverage its investment in Temenos banking software while also offering flexibility for future business growth.

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Visit Datapulse at the IAUG Global Conference

We will be showcasing the Datapulse product line at the IAUG Global Conference May 22-26 at Caesars Palace in Las Vegas, NV. Visit us at booth #238 to view the latest in collaboration applications, including: Intuition – advanced operator consoles that include an integrated directory and live presence status Progression – IP phone applications including [...]

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Leveraging Hold Time

You and your captive audience deserve better than bread and water!

If your call center is like most call centers, your customers spend some time on hold waiting for a company representative. And likely, your customer’s hold experience is similar to sitting in the dentist’s office… that bland classical music played while waiting for your turn. However, have you noticed that waiting rooms for dentist or doctor offices has changed? Now you get a television with infomercials that entertain, inform and even attempt to sell while you wait. Why don’t call centers do the same with their hold system?

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