Call Center Technology Roundup July 7 2011
| Published: July 07, 2011 | Comments
Cloud-Based Post-Call Survey System Saves Call Centers Time and Money Using Speaker Recognition for Agent Identification
VirtualLogger has introduced a post-call survey system that can record calls and deliver a post-call survey in one integrated package. The new system's approach streamlines the installation process by eliminating the need for computer telephony integration (CTI) or other telephone system integration, automatically maps the survey, and the agent, to the call recording, and allows "cloud based" recording.
GeoFluent Real-Time Chat Translation Accelerates Contact Center Productivity, Increases Customer Engagement and Reduces Costs
Lionbridge Technologies has released GeoFluent Chat 2.0, the latest version of their cloud-based multilingual char application. This version offers an on-demand translation feature that allows English-speaking agents in one location to engage online with customers and prospects in multiple languages. The GeoFluent 2.0 application offers API integration with other common chat applications, pre-chat survey application support and reporting functionality that can capture metrics including chat invitations and sessions by language.
Infradapt Announces Expanded Cloud PBX and Hosted Contact Center Service Offerings
Infradapt is now offering enhanced hosted communications and phone systems, including the Digium Switchvox for small and mid-sized businesses and Presence OpenGate contact center platform for enterprise and contact center organizations. The Digium Switchvox is a Unified Communications solution with a full range of PBX features, including ACD, fixed mobile convergence, iPhone and Blackberry applications and web-based agent screens. The Presence OpenGate is a full contact center suite, offering features such as predictive dialing, workforce productivity analytics, robo-calling, social media integration and more.
Technology, Global Service Delivery, People Management, Site Operations
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