ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

ICMI
Advertisement

Flexible Social Customer Care Platform, Visual Call Flow Builder, "Green" Virtual Server

By The Editors | Date Published: April 25, 2012 - Last Updated August 22, 2018 | Comments

Scalable Social Customer Care Platform

Social Dynamx has launched a purpose-built scalable social customer care platform. Designed for large enterprises and customer contact centers, the solution facilitates real-time one-on-one conversations and enables agents, supervisors and managers to work through a customized interface. The platform quickly matches agents with social media posts so customer issues can be solved in a timely manner. Service agents no longer have to "alt-tab" their way through disconnected applications or search "siloed" knowledgebase information for answers. Features of the Social Dynamx platform include:

  • Role-specific interface for agents, supervisors and managers
  • Automated prioritization and matching
  • SLA-driven analytics
  • Advanced conversation management
  • Enterprise-scale workflows across distributed teams
  • Continuous self-learning
  • Pre-built enterprise ecosystem integrations (CRM, Listening and Knowledge)

The platform also provides analytics and metrics geared for social customer service and social media teams.

Next-Gen Intuitive Visual Call Flow Builder

Indosoft Inc. has released the web-based Visual Call Flow Builder for the Q-Suite 5.7 ACD. The next-generation Builder is an intuitive visual modeling tool with a drag-and-drop framework for simplified call routing with Q-Suite and Asterisk. All IVR and call routing functions available within the contact center platform are represented by a series of custom colored graphical icons. The drag-and-drop framework enables users to create a dialplan by simply dragging and dropping icons both horizontally and vertically. A single dialplan can also be branched to other call flows or dialplans, for extensive flexibility in building any IVR application. A double-click action on any icon opens a dialog box guiding the user to build call flow actions and dialplan functions.

"Green" Virtual Server Solution

AmeriCall has announced that it is in the process of "virtualizing" its servers, enabling the company to run multiple servers on a single machine and reinforcing its effort to be eco-friendly. AmeriCall has created its own private cloud, enabling employees to telecommute securely (offering a positive environmental impact). The company has taken this technology one step further with the adaptation of virtual server technology to its network. In-house agents use devices known as "thin client machines" which use significantly less power than traditional computers.

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.

Topics:

More from The Editors

Subscribe now to ICMI Contact Center Insider!