Improved queue handling, flexibility and functionality seen as drivers for needed technology upgrades. The latest research by contact center industry analysts at ContactBabel has confirmed that joining multi-site contact center operations together into a single ‘virtual’ contact center in the cloud has reduced queue times and problems associated by call spikes.
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 [...]
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. [...]
As you may know, Telrex is part of Enghouse Systems Limited, a publicly traded company (TSX:ESL) and leading global provider of enterprise software solutions. As part of our evolution, and to create an even stronger organization that delivers the best range of interaction management solutions, all of our product brands have been united under a [...]
Air Products Medical division helps improve the quality of life of some 325,000 respiratory patients worldwide. They chose BT NGCC as their global contact center platform for new projects or when existing solutions reach end of life. In Germany alone, legacy phone systems made it difficult and expensive to meet demands and they had no [...]
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.
The news is out last week that Sony discovered that there was a breach in their user community data storage that may have exposed personal details of the customers stored in their PlayStation Network. In the same week, I sat in on an informative webinar where a member of a breach investigation service provider detailed [...]
This week, the 1to1 Blog posted two thought-provoking articles on the customer experience. The first article, “Disney, the Ritz-Carlton, and Zappos Do It — Why Shouldn’t your Company,” challenged readers to consider the link between corporate culture and the customer experience. Each of the companies listed has woven impeccable service values into every aspect of [...]
Tomorrow, we will be celebrating Thanksgiving in the United States; a time when we reflect upon what we are grateful for and we reconnect with our friends and family. Thank you for visiting the Telrex blog and participating in the community. You are appreciated! Before heading out for the holiday weekend, I thought that I [...]
Customer satisfaction can be a moving target, making measurement even more challenging. Imagine this call in your contact center: “Thank you, you’ve been very helpful, but I am not happy that I have had to call your company three times to have this issue resolved.” Ask yourself: Is this a satisfied customer? How many calls [...]
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