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ISON technologies, in partnership with Avaya, lately hosted an unique consumer adventure management (CEM) discussion board to maneuver the must build connected experiences for these days’s digital world in Nigeria.
The adventure which took region at the Intercontinental inn, Victoria Island, Lagos, turned into neatly attended via trade consultants and IT specialists.
The customer event adventure provided profitable perception into how groups can obtain more advantageous expense from Avaya’s communications options and iSON technologies and how these collectively can resolve some of Nigeria’s pressing company challenges. The event moreover offered an environment for leaders to gain expertise on recent advancements in designing, pile and operating the birthright technology to underpin company growth.
on the adventure, the vp and Head of features, iSON applied sciences, Saurabh Jain guaranteed valued clientele of iSON technologies’ commitment to offering a plenary stack of IT features across the lifecycle of enterprise design. “As a strategic Digital transformation and operations associate within the region of IT services, infrastructure and datacenter design & management in Africa and middle East, iSON technologies has narrowed its focus on customer journey management options and expertise in Africa”, he pointed out.
also speakme on the undergo become Karam Jabi, Managing Director for Avaya in Africa, who expressed self assurance in the a hit partnership of Avaya and iSON technologies. He mentioned: “groups around the world want to primary and productive the passage to integrate emerging applied sciences to distinguish for capacity retention and customer loyalty. With Avaya being a global chief within the communications trade for the digital world, they resolve companions relish iSON to deliver their purchasers’ vision to reality.
This year, Avaya is certainly one of two corporations named a global chief in each Contact middle Infrastructure and Unified Communications with the aid of Gartner 2018 Magic Quadrants.
greater than 90% of the Fortune 100 are Avaya customers, and organizations in over 170 nations around the world elect Avaya contact headquarters options to transform their client service and hearten operations. Avaya’s complete, end-to-end portfolio helps force digital transformation with the aid of proposing a secure, elastic platform, the capability to create and combine functions from Avaya, in condominium or from third parties, and the team of workers management rig to live inescapable continuous development.
Avaya’s flagship contact middle providing, Avaya Oceana™, enables omnichannel capabilities for a customized, multi-contact client event, a context-rich agent atmosphere and seamless interactions and handoffs between cell, self, and assisted carrier.
ISON applied sciences is worried with developing competencies and leveraging substances pools in Africa. thus far, iSON technologies aims to convey over 1 billion voice traffic transactions administration per 12 months for quite a few businesses, 70% market partake on delivering capabilities to telecom agencies in Africa on Avaya platform, ninety nine.5% plus availability ensured for the trade to deliver most desirable consumer service, a hundred plus functions are being managed and improved each quarter, one hundred plus skilled elements on numerous products of Avaya technology and 25 plus core team of software construction across customer undergo platform.
Cloud-based deployments deliver recent operational intelligence capabilities to more contact centers to seriously change consumer event
Avaya engage®2019-- Avaya Holdings Corp. (AVYA) and Verint systems Inc., The client engagement company ™, (NASDAQ: VRNT) these days announced an expansion of their partnership to interpose cloud deployments for Avaya team of workers engagement management, enhancing consumer journey via operational intelligence within the contact middle. Avaya‘s suite of team of workers engagement capabilities can moreover live deployed in any manner from on-premises to cloud capabilities assisting public, inner most or hybrid deployment fashions.
Verint and Avaya, strategic partners for pretty much 15 years, at present provide omnichannel and voice contact headquarters and WEM options to tens of lots of customers worldwide, starting from small-to-medium corporations (SMB) to immense companies with lots of seats. Avaya and Verint forecast that their existing offering will proceed to fill a immense compass of customer necessities, and ongoing co-construction will further extend WEM capabilities.
Avaya IX staff engagement is a brand recent providing added as a partake of the Avaya ingenious Xperiences - or Avaya IX - solution naming structure unveiled this week at the enterprise’s annual interact user group conference. in response to enter from clients and companions, the brand recent naming will streamline Avaya’s portfolio of solutions and reflect the wealth of adventure Avaya brings to endure for shoppers as they transform digitally and stream their solutions into the cloud.
“Avaya and Verint coming together in the cloud to deliver a plenary compass of consumption options with out sacrificing capabilities or addressability is a headline second for their joint customers and for future cloud contact middle tasks,” mentioned Nancy Jamison, major Analyst consumer Contact, Frost & Sullivan. “this is a compelling cloud contact headquarters present with robust WFO/WEM capabilities, and a immense start forward to meet the wants of a growing to live market possibility.”
Avaya IX group of workers engagement promises the entire spectrum of WEM functionality including voice designation and expose compliance recording with plenary encryption, fine monitoring, performance management, personnel administration, speech analytics, customer feedback and computer fashion analytics. It contains pause and resume controls to assist with adherence to suggestions protection compliance frameworks. purchasers can rehearse these cloud services as a stand-alone Avaya IX workforce engagement solution enabling present installations of Avaya contact core technologies. Alternately, summon core workloads can moreover live migrated or applied within the Avaya cloud alongside Avaya IX group of workers Engagement.
“The cloud consumption availability of Avaya IX workforce engagement helps their consumers develop into vastly extra agile than ever before in effecting and realizing effects from the client event transformation,” observed Chris McGugan, Avaya Senior vice president, solutions and applied sciences. “Avaya IX team of workers engagement permits corporations to generate a faster ROI and simply add recent capabilities to bolster staff engagement and productivity that enhances their client event.”
“nowadays’s announcement extra extends the long and a hit partnership between Verint and Avaya, and their purchasers can benefit from the deeper integration and joint R&D efforts to ameliorate the consumption of Avaya IX workforce engagement alongside Avaya systems anywhere,” talked about John Bourne, Senior vp, world Channels and Alliances, Verint. “Avaya IX personnel engagement offers a full-featured, unified acknowledge for both cloud and on premise contact facilities to fill corporations’ pleasing needs and finances in a dependable consumption-based mostly pricing mannequin, apropos for gigantic, multinational firms and little to midsize organizations.”
Key benefits of Avaya IX staff engagement consist of:
Generate quick recur on funding
Pay simplest for what is needed; select a service kit that meets your particular enterprise necessities
reduce upfront investment and assume expertise of usage-based pricing
right away add recent functionality because it is required
improve client engagement and productivity
Securely seize, resolve and shop customer and agent interactions to pinpoint areas of excellence and ebook advancements
help every agent turn into a movie star via interplay opinions
Simplify operating atmosphere
choose between private, public, hybrid or combined cloud deployment
comfortable, attainable and elastic atmosphere
Dynamic elastic scaling and hastily provisioning
at ease and compliant multi-tenant structure within public cloud deployments
Get computerized software updates and enhancements at no additional cost or pains and not using a disruption to enterprise
Innogy, a huge energy trade based in Germany with more than 38,000 employees, these days chose the brand recent Avaya IX workforce engagement offering for its contact center. “We had been confronted with an forthcoming sustainability selection for their on-premise telephony acknowledge with entertaining and sophisticated necessities from their trade to fulfill the wants of the customer,” eminent Andy Parkinson, Programme manager, Innogy trade capabilities UK. “We launched into an intensive interior evaluate and choice of their Contact headquarters technologies and selected Avaya and Verint for his or her functionality, proven journey and their availability of key talents and the capabilities of their platforms. In partnership with one in utter their Cloud companions, 4Net technologies, they helped us bring their Cloud Transformation program over a 12-month period. we've been in production with around 3,000 agents for over three hundred and sixty five days and they believe validated in their selection of going cloud and consuming Avaya and Verint’s Contact core Avaya IX team of workers engagement platform.”
About Verint methods Inc.
Verint® (VRNT) is a worldwide chief in Actionable Intelligence® options with a focus on client engagement optimization, security intelligence, and fraud, possibility and compliance. today, over 10,000 companies in more than a hundred and eighty nations—together with over 85 % of the Fortune 100—count number on intelligence from Verint options to manufacture extra suggested, constructive and timely decisions. live trained more about how we’re growing a smarter World with Actionable Intelligence® at www.verint.com.
This press free up includes “forward-looking statements,” together with statements related to expectations, predictions, views, alternatives, plans, suggestions, beliefs, and statements of equivalent upshot relating to Verint techniques Inc. These forward-searching statements are not guarantees of future efficiency and they are according to administration's expectations that involve a yoke of dangers, uncertainties and assumptions, any of which may antecedent precise consequences to vary materially from these expressed in or implied by the forward-searching statements. For a circumstantial discussion of those possibility factors, perceive their Annual report on figure 10-okay for the fiscal 12 months ended January 31, 2018, their Quarterly record on figure 10-Q for the quarter ended October 31, 2018, and other filings they manufacture with the SEC. The ahead-looking statements contained in this press liberate are made as of the date of this press free up and, except as required through law, Verint assumes no responsibility to supersede or revise them or to give reasons why precise results may additionally vary.
companies are built on the experiences they deliver, and every day hundreds of thousands of those experiences are built by means of Avaya (AVYA). For over a hundred years, we’ve enabled agencies utter over the world to win – by using developing clever communications experiences for customers and personnel. Avaya builds open, converged and inventive solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of each. To develop your business, we’re dedicated to innovation, partnership, and a relentless focal point on what’s subsequent. We’re the know-how enterprise you gain assurance to hearten you deliver Experiences that count. consult with us at www.avaya.com.
This doc includes inescapable “ahead-looking statements.” utter statements aside from statements of musty reality are “ahead-looking” statements for applications of the U.S. federal and state securities legal guidelines. These statements may live identified via forward looking terminology equivalent to "anticipate," "trust," "proceed," "could," "estimate," "expect," "intend," "can also," "might," “our imaginative and prescient,” "plan," "abilities," "preliminary," "predict," "should," "will," or “would” or the macabre thereof or other variations thereof or comparable terminology and encompass, however are not confined to anticipated feature releases and statements about future items, expected money discount rates and statements about boom, trade record and stronger operational metrics. The enterprise has primarily based these forward-searching statements on its current expectations, assumptions, estimates and projections. while the enterprise believes these expectations, assumptions, estimates and projections are low-budget, such forward-searching statements are most efficient predictions and involve frequent and unknown hazards and uncertainties, lots of which are past its handle. The factors are discussed within the business’s Registration statement on benign 10 filed with the Securities and trade fee, can antecedent its precise effects, efficiency or achievements to differ materially from any future results, performance or achievements expressed or implied through these ahead-looking statements. For a further list and description of such hazards and uncertainties, gladden consult with the company’s filings with the SEC that can live establish at www.sec.gov. The enterprise cautions you that the record of principal components covered within the enterprise’s SEC filings can moreover no longer include the entire material elements which are essential to you. additionally, for the understanding that these hazards and uncertainties, the matters observed within the forward-looking statements contained in this file may not truly occur. The company undertakes no duty to publicly update or revise any ahead-searching commentary because of recent suggestions, future routine or in any other case, apart from as in any other case required by means of legislation.
supply: Avaya Newsroom
View source edition on businesswire.com: https://www.businesswire.com/information/domestic/20190122005279/en/
Feb 19, 2019 (MarketersMedia by passage of COMTEX) -- customer undergo management Market, by using contact point (call facilities, e-mail, gregarious Media) - Forecast 2023
Pune, India - February 19, 2019 /MarketersMedia/ --
Market Highlights:consumer event management contains a considerable number of services and options adopted to tune the interaction between buyers and organizations utter the passage through a consumer lifecycle, in order to boost consumer pride, loyalty and advocacy. This enables corporations to fulfill the mounting consumer expectations effectively, or probably even exceed them, magnifying advantageous customer experience.
customer delight is regarded as one of the most fundamental elements that contribute to a hit company operations. With rising focal point upon the very has leaves microscopic scope for corporations to champion client loyalty, traumatic them to perpetually elevate the benchmark. A customer event management solution helps organizations from a majority of sectors to attain inordinate customer journey administration via adoption and complicated execution of wide techniques.
The client undergo administration Market file published through Market analysis Future (MRFR) discloses various tendencies in, and understandings of the operation of the customer adventure management market.
This file additional gives you a deep insight into the external and inside components affecting the market and trade. With a swift 22% CAGR utter over the 2017-2023, the CEM market is additionally anticipated witness a salary of USD 18 billion within the forecast period.
even though the world client journey administration market is estimated to exhibit material multiply at a hastily tempo, many factors such as choosing the birthright technology and consistency across a variety of verticals are hindering the multiply of the CEM market.
Request a pattern record @ https://www.marketresearchfuture.com/sample_request/2863
predominant Key avid gamers:Noteworthy players within the customer undergo administration market encompass IBM trade enterprise (U.S.), SAS Institute Inc. (U.S.), Adobe programs included (U.S.), Tech Mahindra restricted (India), Oracle agency (U.S.), Open textual content organization (Canada), Nokia Networks (Finland), Avaya Inc. (U.S.), SDL (U.ok.), among others.
The CEM market emerges to live extremely aggressive as a result of the presence of a large number of small- and massive-scale key avid gamers out there rendering up for a significant market share. greater than half of the market partake is captured with the aid of robust avid gamers such as IBM organisation, Adobe programs incorporated, Oracle organization and Avaya Inc. disturbing other avid gamers out there to step up their video game.
a major upward thrust within the fashion of personalizing the interaction via particularly automatic options is mentioned in the CEM market. This comprises adoption of the equal using SMS, email, voice as well as video; permitting organizations the usage of these CEM solutions to extend their attain via a lot of channels, and conducting a extra accurate and actual time analysis, inspite of how their valued clientele are looking to gain interaction.
Segmental evaluation:The MRFR document on customer event management market conducts inescapable research in line with contact-factor, conclusion users and area. The touch-aspect partake is extra segmented into summon facilities, site, e mail, gregarious media, enterprise outlets, and cell. extra, conclusion clients' partake has been segmented into BFSI, retail, healthcare, manufacturing, government, IT and telecommunications, car, media and entertainment, and energy.
specified Regional analysis:The report published via Market research Future (MRFR) has segmented the market into 4 foremost areas, specifically, North the us, Asia Pacific (APAC), Europe, and rest of the world (RoW). The North American position holds the largest market partake during the forecast period of 2017-2023. The factors contributing to such impact available on the market consist of an exponential upward thrust within the exercise of recent technological options, regional boom of the client adventure administration and extending client expectations from the groups.
The region of Asia Pacific (APAC) goes to witness the optimum growth cost utter the passage through the forecast length. factors attributing to such multiply within the consumer journey management market encompass expanding competitors among essential gamers, expanding buyer needs and recent technological advancements. moreover, different elements riding the growth of the world CEM market include an multiply in the should meet customer delight, boost in e-commerce activities, and a starting to live focus against a customer-oriented market.
record of TablesTable 1 customer event administration Market, with the aid of touch PointTable 2 customer event administration Market, via end-UsersTable three client journey management Market, through GeographyContinued.....
checklist of FiguresFigure 1research MethodologyFigure 2customer journey administration Market, by means of contact component (%)figure 3customer event administration Market, by means of conclusion-users (%)persevered.....
About Market analysis Future:At Market analysis Future (MRFR), they allow their consumers to unravel the complexity of various industries through their Cooked analysis record (CRR), Half-Cooked analysis reports (HCRR), raw research experiences (3R), continual-Feed research (CFR), and Market research & Consulting features.
MRFR crew gain supreme objective to supply the most fulfilling best market analysis and intelligence features to their valued clientele. Their market research experiences with the aid of products, capabilities, applied sciences, functions, halt clients, and market avid gamers for world, regional, and nation flush market segments, allow their consumers to peer greater, know extra, and enact greater, which hearten to acknowledge utter their most essential questions.
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The whisk from a manual, spreadsheet-based workforce management system to software can live of value immense returns when it comes to efficiencies and adherence. Just live confident to account for the contact headquarters agents who are being managed.
That's a lesson from Monitronics International Inc., a Dallas-based residential alarm monitoring company that launched workforce management software from Melville, N.Y.-based Verint Systems Inc. earlier this year.
"Change is a challenge," said John Mejia, vice president of customer care. "We just started the implementation, and we're changing the culture of workforce management here by looking at real-time adherence."
Monitronics runs a 400-seat contact headquarters at its Dallas headquarters. Agents assume calls for customer service, technical champion and dealer support. In addition, Monitronics' trade requires outbound calls to check in on customers using the alarm service. When an alarm has been triggered -- either for burglary, fire or a medical condition -- for customers across North America, a system alerts the Monitronics summon center. The company then has agents summon out to its customers to check on them and coordinate with local emergency response if necessary. That means that it is vital to gain the contact headquarters appropriately staffed.
For the past 14 years of its existence, Monitronics had been doing scheduling with manual processes and spreadsheets but decided late last year that it needed to automate the process.
"Obviously, you can only live so generous at that when you're working off spreadsheets," Mejia said. "We were using a lot of people to enact that, and they soundless weren't able to champion up."
Monitronics considered a number of vendors, including the IEX workforce monitoring system from NICE (which moreover runs its summon recording software), but ultimately selected the Verint Witness product thanks partly to an intuitive graphical user interface that eased the training process, Mejia said.
Bringing in an automated system raised some concerns with agents in the summon center, however.
"The first question I was asked was if this was to reduce people and save on operations costs," Mejia said. "That wasn't their intent. Their intent was to ameliorate on productivity."
To date it has. Idle time was an region that Monitronics targeted early on.
"At one point, I had a total of 5,000 minutes, which is 80-plus hours of people sitting, waiting for a phone call," Mejia said. "I looked and saw the abandonment rate was 10-12%. Manually, you'd stutter I gain to assume shifts and whisk them to peak times by half-hour increments of when they abandoned the most calls. But by going into the workforce system, they establish in utter that trending of the last three years. Now they peruse at summon volume a week or two in forward and manufacture smaller adjustments on a daily basis."
Monitronics uploaded data in spreadsheets from its Avaya system dating back three years to resolve trends poignant forward. The company has calculated that it will come by an ROI within nine months, based on agent productivity, supervisor productivity and more efficient exercise of agents with accurate forecasting, and through more productive schedulers.
"I'm not as reactive as I was before," Mejia said. "Before, I was looking at idle-time minutes after the fact. [The recent system has] improved their capacity to exercise their agents a lot more efficiently."
Monitronics is moreover adapting scheduling based on performance.
Mejia had been through a yoke of implementations of workforce management systems at other companies and knew that it was principal to champion agents and managers apprised of the reasons for the project and up to date on its progress.
"Obviously, when you're looking at real-time adherence and telling them when the breaks are, there is some discomfort about trying to adapt to that," Mejia said. "You requisite to address issues as they compass up initially, and a lot will."
Monitronics has a customer service agent group within the company, and that group and the CEO made confident to interpret the program and that they weren't implementing workforce management to reduce staff.
The company moreover staggered the implementation to hearten agents adapt. It stressed the advantages to the agents. For example, agents can now access a Web-based portal to schedule their vacation time and come by nearly instant approval. The musty system required filling out request forms, submitting them and waiting for an answer. Also, the drop in abandon summon rates has meant fewer customers calling in furious because they couldn't come by through the last time. First-call resolution has gone up about 3% since the project began, Mejia said.
"You requisite to understand it is a culture change," he said, "and you enact gain to involve everyone to a inescapable degree and let them know exactly what you're doing."
“Big Data” is everywhere. What does it mean? Just as Cloud Computing burst onto the scene a few years ago, it depends on whom you ask.
Traditionally, in the trade Intelligence (BI) world, immense Data included analyzing historical trade data from large data warehouse with the purpose of identifying long-term trends that could live leveraged in consumer trade strategies. In recent years, immense Data has been a term talked about in the IT industry as an application of technology to storm extremely large, unstructured data sets that can reside both within and outside of an organization. If you peruse at a recent definition of immense Data, it is a term applied to data sets whose size has grown beyond the capability of commonly used software tools to capture, manage and resolve within a tolerable period of times for different exercise cases.
Application Performance Management (APM) is an extremely apropos exercise case and has a developing “Big Data” problem. Several factors are contributing to the explosive growth and nature of data that must live analyzed and/or correlated in application performance monitoring and trade service management (BSM).
First, the number of components that manufacture up today’s mission censorious applications has exploded. Instead of hundreds of servers for an application, nowadays, because of virtualization, you can easily live talking about thousands of virtual servers and objects for web applications.
Secondly, the diversity of data that people want to resolve to provide a holistic perspective has increased drastically. It is no longer generous enough to simply understand traditional IT infrastructure performance based on server operating system, network traffic, and storage capacity. Application Performance analysis is now based on the relationships of IT infrastructure components, application performance metrics from applications and application servers, trade activity monitors (BAM) data, customer undergo monitors (CEM) and Real-User Monitoring (RUM). In addition to the aggregated transactional data, there are recent systems that capture transactions’ actual path encompassing the entire application stack.
Finally, the requirements for analysis hasten and data granularity gain moreover increased significantly. Mission censorious application performance now requires real-time or near real-time data analysis. When they were doing server availability and performance monitoring 10 years ago, it was the norm to collect and resolve data every 15 minutes. Today, this has evolved to data analysis every 5 minutes or less with sub-minute data collection where utter transaction paths are collected for data analysis. When mapped out, it’s easy to perceive the gargantuan growth particularly when you peruse at APM related storage requirements that are quickly growing from gigabytes to terabytes and tomorrow petabytes.
All this data requires extremely complicated analysis and correlation in order to truly understand performance of censorious applications. One of Netuitive’s large enterprise customers reported that it monitors and correlates a billion infrastructure and application data points and trade metrics daily as partake of its global service delivery. This is what I am referring to as APM-generated immense Data. In addition to the shear number of data points, IT operators are expected to provide real-time analysis to the trade and long-term storage for post-mortem analysis, capacity planning and compliance.
So where does this leads us? This is where APM and immense Data meet The Cloud. The cloud can deliver cheaper and more elastic storage and computing power crucial to analytics for immense Data. It moreover has the capability to live much more elastic for your APM data storage and analytics needs. Organizations can actually umpire about storing years of collected and aggregated APM data for compliance and analysis purposes without the cost being prohibitive.
But what does this live of value to vendors in the APM space?
First of all, the analytics platform for APM data has to evolve to live able to process the growing number of different data sources across business, customer experience, applications and IT domains. Netuitive’s “Open” analytics platform is engineered to address virtually any data source in real-time.
Secondly, data storage and access time will live censorious even as APM data volumes continue to explode, so not only does the technology requisite to live able to Run in the cloud, but the traditional pull-based data collection architecture has to evolve into a thrust based model with an horizontally scalable computing and storage architecture in order to become virtually limitless in terms of scalability. This is censorious for larger organizations as “real” time no longer means analysis every 5 to 15 minutes, but sub-minute analytics.
Lastly, because storage and computing costs should not significantly exceed the cost of analytics software for a solution to live viable, Netuitive is advancing its product architecture to leverage NoSQL columnar data store as a replacement to traditional database. Netuitive is moreover experimenting with a SaaS model for long-term time series data store and running its analytics software in the cloud.
While their R&D challenges are complex, the goal is simple: provide APM Analytics that matters by enabling their enterprise customers to process billions of infrastructure, application, and trade metrics from hundreds of thousands of managed elements at 10x less cost than existing infrastructures.
I peruse forward to reporting on their progress. Check the blog for updates.
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We've compiled this list of the top FAQs on making summon headquarters technology decisions from their resident experts. This FAQ series was designed to hearten you come by quick answers to some of the most common summon headquarters technology questions. Learn about different summon headquarters technologies, what technology is necessary for inbound and outbound summon centers and evaluating technology for remote summon headquarters agents.
Emerging contact headquarters technology trends
Selecting the birthright summon headquarters technology
Top 10 summon headquarters technology must-haves
FAQ: Making summon headquarters technology decisions
Donna Fluss, President, DMG Consulting LLC
Donna Fluss is the founder and President of DMG Consulting LLC, a solid specializing in customer-focused trade strategy, operations and technology services. Ms. Fluss is a recognized thought leader and innovator in contact headquarters and real-time analytics. She is the author of The Real-Time Contact headquarters and many leading industry reports, including the 2007 Contact headquarters Performance Management Market Report, the 2007 Speech Analytics Market Report, the 2007 Surveying and Analytics Report and the annual trait Management/Liability Recording Product and Market Report. Contact Ms. Fluss at firstname.lastname@example.org.
Lori Bocklund, President, Strategic Contact Inc.
Lori Bocklund is President of Strategic Contact, an independent consulting solid focused on helping companies optimize the strategic value of their customer contact technology and operations. Strategic Contact helps companies succeed through projects that develop and execute plans tied to trade goals. Lori is a recognized industry leader in contact headquarters strategy, technology, and operations. During her more than 16 years in the summon headquarters industry, 11 of them as a consultant, she has acquired an understanding of a broad spectrum of systems, applications, and operational environments.
Lior Arussy, President, Strativity Group
Lior Arussy is an author, visionary, consultant and creative leavening in the areas of creating delightful customer experiences and executing profitable customer strategies. His consultancy, Strativity Group. Inc., advises Global 2000 companies as well as emerging businesses around the world. Prior to establishing the Strativity Group, Mr. Arussy held executive positions at Hewlett-Packard and other organizations.
Q: What is your view of open source software in the summon center?
Donna FlussPresident, DMG Consulting LLC
A: Enterprises of utter sizes gain been adopting open source software at an ever-increasing rate. So far, however, summon centers gain not been major adopters of open source software; this is because summon centers are often mission-critical functions and require applications that are highly dependable and are backed by sturdy champion organizations. While data security is an principal issue for utter types of software, open source software does not present greater security risks than most other applications. The actual issues surrounding the exercise of open source software in summon centers are system features, stability and availability of support.
Many of the open source telephony systems available today are benign of immature and requisite some of the functionality taken for granted in long-established summon headquarters environments. Also, maintenance and champion for open source applications is left either to volunteers via message boards (the community), or to third-parties who provide champion for packages that they often helped create, for a fee. Examples of this benign of relationship include the champion available from Digium for the telephony infrastructure product Asterisk, and SugarCRM's champion for their open source CRM software.
Most of the adoption of open source summon headquarters software to date has been in smaller environments where the IT staff is willing and able to install and maintain the product. This is because open source software is often a "do-it-yourself project," requiring the capacity and resources to enact your own implementation, integration, troubleshooting and ongoing maintenance and support. Additionally, most of the currently available open source products are more suitable for little summon centers, which can come by along with a fairly basic feature set and enact not require a distinguished deal of integration with other enterprise systems. Installing open source software in a large, multi-site summon headquarters environment, while doable and potentially a generous passage to save money on software and installation expenses, requires a generous deal of internal IT and telephony resources on an ongoing basis.
As with any technology acquisition, it is principal to enact your homework before committing to a mission-critical technology. Compile a list of functionality that is needed to champion the department and then determine if the open source application under consideration has what you need. One unique thing about open source products is that prospects can download their source codes and test them out before making a major investment. You can moreover read up on what the open source community associated with each of the various packages has to say. The more well-liked open source products gain websites where there are energetic community discussions about current issues and the company's plans to address them. For an example, visit Sourceforge.net
Q: Is it a generous notion to deploy auto-answer/auto-response technology in the summon center?
Donna FlussDMG Consulting, LLC
A: There are two categories of auto-answer and auto-response software: email-based solutions and speech-enabled applications.
Many companies exercise auto-acknowledgement systems to let their customers know that their email has been received, and to set expectations about when they will receive a plenary response. This is a very efficient application. Using email auto-answer systems to provide plenary responses is a different issue. While it serves the purpose of responding to customers on a timely basis, these systems enact not always address utter of the issues in the customer's email and are known for missing the point if their accuracy threshold is set too low. However, if it's set too high, the percentage of transactions that are fully automated will live lower than most organizations want. These applications are continuing to ameliorate and are being used by a growing number of companies. Vendors that provide these solutions include eGain.
Phone-based auto-response systems, when used properly and for the birthright application, can live very effective. Using an auto-response system as a summon router, for example, can deliver significant benefits to organizations and live very satisfying for customers, as the accuracy rates are often very high. Speech-enabled interactive voice response (IVR) systems can moreover live very efficient when they are used for the preempt applications and are scripted properly.
No matter how generous the technology, quite a few people soundless enact not relish this nature of automation. They recommend that if you adopt auto-response technology, allow customers to elect whether or not to exercise it and manufacture it easy for customers to compass live summon headquarters agents from any point in the application.
Q: Which functional units and technologies are necessary for inbound summon centers?
Lori BocklundPresident, Strategic Contact Inc.
A: Each company and summon headquarters names their particular units or summon headquarters functions differently. However, the principal thing to champion in intellect for your summon headquarters is that you gain sufficient champion in these areas:
Performance reporting and summon headquarters analytics
Call headquarters technology tools and workflows
Human resources (recruiting and generic support)
Depending upon the size and scope of your summon headquarters operation, these functions can live as large as departments themselves, or as is often the case, they are combined and consolidated where synergies manufacture sense.
Q: Which summon headquarters technology is best for home-based or remote summon headquarters agents?
Donna FlussPresident, DMG Consulting LLC
A: Whether your summon headquarters agents are based on-site, in a satellite facility, or at home, there are dozens of applications and systems that are required to champion them. To perceive a circumstantial list of necessary systems and applications, I hint you review Chapter 3 of the reserve Hosted Contact headquarters Solutions Vendor Guide. It discusses the summon headquarters technology required to champion a summon headquarters and describes what is available on a hosted basis. It moreover includes a directory that lists the technology available by vendor.
Q: I am evaluating voicemail software. What nature of software and hardware would I requisite for PIN-controlled personal voicemail services that can provide alerts shared between patients and physicians? They would moreover requisite access through 800 numbers -- the alerts would live generated by an application with a .NET front halt and SQL database back end.
Donna FlussPresident, DMG Consulting LLC
A: Overall, voice mail software has matured substantially in the past few years and is delivering some wonderfully innovative solutions. Voice messaging has moreover expanded into unified communications. Many vendors in the market (and utter of the ones that I know) should live able to integrate with a .NET back end, although the integration will require professional services. Most (if not all) voice mail software can issue alerts, which can live initiated by a variety of triggers and events. One of the first decisions you'll requisite to manufacture is whether you want to exercise a network-based or premise-based solution. I hint that you peruse at the following vendors:
Q: I gain to give a presentation for senior management about the import of summon headquarters technology, the ROI of technology and how it positively impacts customer relations and the customer experience. Can you hearten with some of the key points on this?
Lior ArussyPresident, Strativity Group
A: Your approach to the presentation should live reversed. The presentation must focus on the power of customer undergo to multiply customer satisfaction, iterate trade and recommendations. You requisite to build a measure of costs for upset customers and the potential negative impact associated with that. Present the top complaints you receive and your top challenges to address them and then link those challenges to the summon headquarters technology that you need.
One further suggestion: when discussing the ROI of summon headquarters technology, demonstrate customer experience-based ROI, such as the impact on revenues of customers' turnover. enact not focus on cost reduction. Focusing on cost reductions will only position your summon headquarters as a costs headquarters and not as a customer undergo creation center.
Q: They are poignant from a summon headquarters agent group summon routing environment to a skills-based summon routing environment. What should they watch out for? What changes will they gain to manufacture to their workforce management (WFM) software to ensure they are staffing summon headquarters agents with the birthright skills?
Lori BocklundPresident, Strategic Contact Inc.
A: My biggest equatorial button regarding skills-based routing is "keep it simple." While the software you gain will undoubtedly give you many options – in numbers of skills and skill levels – you will manufacture your life easier if you champion it simple. The more complicated your skills strategy, the more difficult troubleshooting, reporting and workforce management (WFM) becomes.
Develop a strategy that is driven by your trade needs, including your customers' experiences. peruse at the toll-free numbers that you are handling and the prompting your customers will undergo at the front halt of the skills decision. Then peruse at the routing decisions on the back halt to find the best qualified, available summon headquarters agent. champion this skills matching process, and your resulting skills strategy, as simple as you can.
Regarding changes to your WFM software, ideally you would purchase the skills-based routing module for your WFM software. Many companies skip this investment, and the result is more manual labor to try to approximate the skills world in your forecasting, scheduling and tracking. Because no two vendors enact skills exactly the very passage – in the routing or the WFM – going to a vendor training course on their skills module and networking with others who gain similar environments can live invaluable. Most of the large vendors gain user groups which can live a generous source for hints and tips.
Q: What's your view about Siebel or SAP for real-time analytics? Which is better analytics software? Are these the best summon headquarters software vendors for this region of analytics, or are there other vendors you can add to the list?
Donna FlussPresident, DMG Consulting LLC
A: This depends on your definition of real-time analytics and where and how you diagram to exercise the application. Today, real-time analytics describes a rather broad category of summon headquarters applications that generally role in near-real time, not actual actual time. Many applications from summon headquarters software vendors large and little provide near-real-time analytics. For example, most summon headquarters speech analytics applications provide data on a next-day basis, but tumble into the real-time analytics category. Speech analytics products are available from stand-alone vendors relish CallMiner, Nexidia and UTOPY, Inc.. They are moreover available from QM/recording (also known as workforce optimization) vendors – relish etalk, iSense, NICE Systems, Verint Systems Inc., VirtualLogger, VPI ( Voice Print International, Inc.) and Witness Systems, Inc.. SER Solutions, Inc. moreover provides a speech analytics solution. iSense provides analytics on a real-time basis.
For more traditional analytics, where Siebel/Oracle and SAP compass into play, there are many other applications. Oracle purchased a vendor called Sigma Dynamics in 2006 that had an application that was able to provide information in actual time. It was designed by a number of the very people who built Epiphany's real-time analytics product. There are moreover real-time analytics products from smaller companies, such as Island Data Corporation. This product does an excellent job of finding the import in unstructured inputs from free-form surveys, newsfeeds, blogs, etc.
I hint that you assume a peruse at my recently-released book, The Real-Time Contact Center. There is a free chapter download available on SearchCRM.com, or you can buy the entire text on Amazon.com.
Q: enact you gain any statistics in your files about how many contact centers implement technology but then underutilize it?
Lori BocklundPresident, Strategic Contact Inc.
A: In 20 years in the business, I've been in hundreds of centers. While I've never seen any statistics on technology utilization, anecdotally I would stutter the vast majority of centers highly under-utilize their technology.
Problems they perceive include not looking at systems in position to start out with and potentially leveraging something that already exists, over-buying (licenses, functionality, capacity, etc.), not allocating the resources to exercise it effectively, never getting to the "Phase 2" functionality, not making process changes to come by the most out of technology, and failing to hearten the users perceive the benefits and manufacture changes.
There are a legion of reasons companies don't come by the plenary "bang for their buck." To compound it, few companies follow up on their ROI analysis after implementation to live confident they gain achieved their goals, and to peruse for further optimization opportunities. With the types of technologies on company's radars today, I umpire these issues could come by worse.
Some censorious success factors to fully utilize technology are:
Have a technology strategy, and pursue that strategy in plenary – including rolling out additional functionality, allocating resource time and making the preempt process changes to apply it effectively.
Carefully define your requirements so you buy what you requisite – in functionality and size.
Take time to enact a discovery process first to perceive what you gain and compare it to what you requisite – you may live able to leverage something already in place.
Perform cost benefit analysis throughout. Start with a lofty flush analysis up front in planning and refine it once you know the solution and its capabilities. Then follow through on your ROI and perceive if you are achieving what you anticipated and if not, define the changes you could manufacture to optimize your technology.
Use change management to ensure the users successfully adopt the technology.
Visit other installments of the SearchCRM.com FAQ series: