18 December 2017

Contiguous communication: real-time channel switching

Written by Christopher Liko, Posted in Contact Center

Contiguous: sharing a common border; next or together in sequence.

Contiguous communication is the fabric that holds together the contact center of the future. It provides the contact center with the ability to unify the customer experience across any device, media format and channel. Contiguous communication enables agents and customers alike to switch between modalities and media formats in an instant.

In this biweekly blog series, we will present the capabilities and features made possible by contiguous communication. First, we want to discuss the ability to switch modalities in an instant.

Contiguous communication enables the linkage of customer profiles across channels. This enables customers to switch channels while continuing to interact with the same agent on the same contact. Switching channels in real time is a crucial feature for customers that may be on the go, or lose access to a specific channel. For example, a customer using instant messaging may need to get in the car and drive, so they no longer have access to the instant messaging channel. Contiguous communication enables the customer to switch from instant messaging to a phone call in real time, so that they can continue the conversation without interrupting their daily activities.

The objective of contiguous communication is to make the customer experience feel natural and effortless. In a digital world, your business no longer competes only with your competitors. You are competing with the customer experience provided by device manufacturers, application developers and any other business-customer touchpoint. Customers have a short attention span, and if their experience is not effortless, they will become frustrated and give up.

Contiguous communication helps your organization make leaps ahead in customer experience. If you want to provide exceptional experiences that set you apart from competitors, you need the power of contiguous communication in your contact center. To learn more, contact us here.

08 September 2015

Improve customer interactions with real-time speech analytics: A personal assistant for every agent

Written by Nicole Robinson, Posted in Contact Center, ComputerTalk, Microsoft

People are more time-starved than ever and demand fast, reliable, and personal customer service. They expect agents to know about previous interactions via any channel and resolve their problems in a timely manner.

To provide the expected level of customer service, agents often need records from previous interactions or additional information such as account type, product features, upsell information, etc. Unfortunately, with the amount of information some organizations have, it can be challenging for agents to efficiently find the relevant content and deliver excellent service. They need help juggling the two tasks.

When your organization uses ComputerTalk’s real-time speech analytics with ice Contact Center for Skype for Business, it is like every agent is given their own personal assistant. With this tool, all the information agents need to answer customer questions is pushed to them, minimizing the amount of searching they would have to do.

Real-time speech analytics and ice Contact Center can:

  • Provide records of previous customer interactions and show the specific interaction a customer mentions
  • Find and display relevant documents such as account information, relevant call scripts, competitive information and more
  • Whisper messages to help the agent without the customer hearing
  • Remind agents if they are taking too long on the call
  • Blacklist customers using abusive language
  • Notify supervisor of a problematic call or customer interaction
  • Supress DTMF tones when a customer enters their credit card information preventing the agent from hearing the tones
  • Ensure specific product offerings are mentioned for compliance

Using real-time speech analytics and ice can bring many benefits to your organization:

  • Improved first contact resolution
  • Reduced call time
  • Ensure compliance
  • Minimized errors
  • Increased security
  • Increased supervisor efficiency
  • Increased sales/upsells
  • Increased customer retention

Stay tuned for more information about real-time speech analytics! Or message us to find out how real-time speech analytics can help your organization.

22 April 2013

Can UC improve your business?

Written by Martin Borowski, Posted in Unified Communications

Are you BYOD ready?

How can Unified Communications (UC) actually improve a business?  Chris Griffith shares specifics on how UC helped Expert Service Providers LLC, where Griffith was a managing member and chief operating officer.  With efficient communication as a primary goal, UC's streamlining of emails, faxes, or video conferencing reaped dividends for ESP - keeping employees and customers connected, improving response times, overall professional conduct, and security.

In the modern marketplace, as more and more employees adapt the Bring your Own Device (BYOD) culture, there are myriad communication options including instant messaging, video phone, VoIP, email, and many more.  UC eliminated delayed transmissions for ESP by, well, unifying communications; allowing real-time contact regardless of the platform - an issue that could cause serious delays in the past.  And UC coordinates critical communications, which syncs PDAs, fax, and video conferencing, with clients and staff when on the road.

31 January 2013

Best Contact Center

Written by Martin Borowski, Vivian Pow, Posted in Contact Center, Lync, Unified Communications, ComputerTalk, Microsoft

Why is it the best? Read the key differentiators.

Download Contact Center PDF

ice Contact Center With Microsoft Lync Embedded

Key Differentiators

ComputerTalk’s ice Contact Center is a Lync qualified all-in-one contact center that runs as a native part of the Lync topology.  It enables organizations to bring Lync unified communications to their contact centers, and to extend the power of contact center applications to the rest of the enterprise.

The market offers several Microsoft Lync contact center products, each claiming to deliver a solution that “leverages Lync”. ice goes beyond simply leveraging Lync to being fully embedded.

What is special about being Lync embedded?

ice runs as a native UCMA application. For example, if you already have SIP trunking set up for Lync, ice can take advantage of the same SIP trunks. In the same token, Lync gateways, server pools, database clusters, and redundancy can also be utilized by ice.

If you have multiple sites configured in Lync with least cost routing, ice takes advantage of that.

ice applications use Lync features including automatic speech recognition, text-to-speech, video, audio record and playback, DTMF, call control, instant messaging, web chat and presence information display.