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Cloud-Based Phone Interface; Enhanced WFO Suite Eases Workflow; Web-based Speech Analytics Software

By The Editors | Date Published: May 16, 2012 - Last Updated August 22, 2018 | Comments

Cloud-Based Phone System Interface

ShoreTel has launched the new M5 Portal; a single-application interface for cloud-based phone system users and administrators that manages user preferences, system configuration and business intelligence data. The Web interface application enables users to customize their dashboard per individual preferences such as personal call routing, manage voicemail and review call statistics. General users will be able to access information related to their own phone use, while authorized managers will see information for the entire organization and create detailed reports.
One feature of the M5 Portal is its Live Answer Service Metric, which identifies how often a client or prospect calls a business – either the whole company or an individual phone number - but is unable to reach a "real" person – a difficult metric to track with most phone systems.
The M5 Portal is free to all existing M5 customers.

WFO Suite Upgraded to Improve Workflow

Envision has announced the next major upgrade of its Envision Centricity Team Optimization Suite for workforce management, workforce optimization (WFO), and contact center coaching. The Suite now addresses a common challenge faced by many contact centers: ensuring that agents are prepared to handle customer interactions related to new campaigns. Centricity enables supervisors to quickly create a subscription based on the campaign and then access recordings to create targeted coaching to address issues on an agent-by-agent basis. Search results are also presented quickly and with fewer clicks needed to evaluate those records. By improving the efficiency by which supervisors can evaluate customer interactions, supervisors gain more time to coach and work with agents one-on-one to improve their effectiveness.
Other enhancements include: the addition of a tabbed UI for simple navigation and fewer clicks, a more powerful supervisor workflow including ability to more quickly create and deliver on-line eLearning for individual and group coaching and a new, Silverlight audio visual player that sets new industry standards for creating searches, queries and evaluations in a browser based format (including support for mobile and tablet formats). Envision has also improved the Suite’s agent monitoring and PCI compliance, as well as improvements in speed, performance and integration.

Web-based Speech Analytics for the SMB Market

800response has launched CallFinder, a Web-based speech analytics software solution for the small to medium-sized business (SMB) market. Until recently, many call recording and analytics solutions were primarily available only to large enterprises, call centers and government agencies due to cost and complexity.
The CallFinder solution records incoming calls in real time, then instantly searches call recordings for keywords and phrases specified per the business' goals. Using speech analytics to monitor call quality, the SMB market can more easily access and the content of their customer conversations and apply it to handling customer satisfaction issues, work force training and performance more effectively. The CallFinder also enables SMBs to monitor interactions for competitive intelligence and evaluate the script compliance of their employees.

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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