Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing Customer Interaction Analytics. The term Customer Interaction Analytics refers to the analysis of all interactions between contact centers and customers, whether that interaction was via telephone, email, a web chat session, or even [...]
Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing new customer service media channels for contact centers. For the past decade, there has been increasing desire within contact centers to improve upon customer satisfaction and experience, in order to keep customers loyal [...]
Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing new customer service media channels for contact centers. The most widely-used forms of non-voice customer contact (apart from letters and fax) are email and self-service, followed by SMS, text chat and web [...]
Not very long ago, maybe even yesterday, it was reasonable to expect that your line of business applications looked something like this: Though Eric Burke’s comic pushes for the need for simplicity, within the context of business requirements, simplicity is rarely an option. While a deep investigation into why data is needed or why a [...]
Our developers have been quite busy lately, completing third party interoperability testing with Cisco Unified Communications Manager – Enterprise version 8.5, and internally testing CallRex version 4.1 against Avaya Application Enablement Services (AES) version 4.2. Cisco CallRex Call Recording version 4.1 has recently passed interoperability testing with Cisco Unified Communications Manager – Enterprise version 8.5. [...]
Some may not be aware but Telrex have a very robust Application Programming Interface (API) available for the CallRex 4.0 product. CallRex API enables developers to extend the functions of the CallRex software to other applications. This means, in simplistic terms, the API allows CallRex to talk to other applications directly. The benefit of this is that organizations can leverage their investments in disparate applications to create a cohesive union of interaction activities. This also enables the type of automation that helps facilitate processes that might otherwise be susceptible to the shortcomings associated with manual processes.
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:
Your company’s everyday telephone conversations can be a treasure-trove of business information and training opportunities. If you’re using call recording software to capture conversations, you’re on the right path to tapping the information within each call. There are many different ways that you can leverage your daily customer interactions, including: Create a call library that highlights [...]
Today, we announced expanded support for Microsoft Lync Server 2010. The release expands upon our long-established commitment to deliver contact center optimization solutions for Microsoft unified communications environments. Using our CallRex software, companies can take advantage of affordable call recording and workforce optimization solutions in a mixed PBX environment, while also realizing the benefits of [...]
As a contact center manager, you are constantly being asked to provide exceptional customer service while also reducing costs and meeting new business objectives. Without the proper tools, the daily tasks of managing a contact center can seem insurmountable. So, where do you begin? Contact center optimization softwarecan make it easy and affordable for you [...]
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