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Call Center Technology Roundup June 9 2011

By The Editors | Date Published: June 09, 2011 - Last Updated August 22, 2018 | Comments

This week in ICMI's call center technology roundup, we see on the wires some new products that will reduce the per-seat cost, improve quality programs and more intelligent IVR-related interactions.

Virtual Desktop Infrastructure (VDI) Boot Storm Offers New Standard for Low Cost Per Seat

Iomega and VMware say they've delivered enterprise-class VDI to SMBs and distributed enterprises. Iomega, an EMC company in the data protection field, says it's brought to market a "first" in virtual desktop infrastructure (VDI) for small and medium sized businesses and distributed offices when 100 thin clients with VMware View 4.6 were simultaneously booted in a matter of minutes -- an unheard VDI implementation utilizing a sub-$3,000 network storage device.

VirtualLogger Announces Screen Capture and Analytics Add-On for Legacy, Standalone, and VOIP Recording

VirtualLogger says call centers can now add synchronized screen capture to any recording. Screen capture is one of the fastest-growing segments of call recording and quality monitoring for call centers. Traditionally, call centers would need to purchase this feature from their existing call recording provider, often being forced into a "forklift upgrade" and the disrupting and expensive total replacement of their recording system. Now VirtualLogger says it offers highly cost-effective screen capture that can be easily added to most existing call recording and quality monitoring systems, as well as recordings from open-source VOIP systems.

Angel Launches Next Generation Multimodal IVR App Delivering Intelligent Customer Interactions

Angel a provider of enterprise-focused, cloud-based customer experience solutions, says its new multimodal interactive voice response (IVR) technology brings efficient and personalized customer service for mobile customers. The company says its multimodal app for iPhone is a true innovation. The application is designed to empower enterprises to enhance customer interactions through multimodal transactions, whether they speak, visualize, or text, making communications faster, clearer, and more convenient.

We are all striving to be better. Whether it’s being better people, better leaders, or better organizations, improvement and advancement is at the heart of our daily intentions. For the contact center, this mission of constant improvement is fundamental to every interaction. We need to meet the expectations of our customers in ways that improve their satisfaction and brand loyalty. We need to improve employee engagement as we build their skills, knowledge, and experience in ways that grow their own loyalty and improve retention. We need to improve our organization’s operational efficiencies in ways that drive revenue and improve the bottom line.

 

No one understands the contact center’s focus on improvement like ICMI does. We champion contact centers and their people, and our mission is to make both better every day. Through training, consulting, content and events, we unite the community and empower contact centers to serve their customers better, engage their employees more, and improve the customer experience.

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