30-Day Contact Center and IVR Monitoring Trial Signing up is easy! Here’s how it works… Enter your contact info in the form to the right. We call you by the next business day, answer questions, & start the setup. Within a 1 to 5 days, we’re monitoring your contact center technologies.* You receive notification (Read the full article)
Speech is Still the Key to Customer Experience
The volume of text coming from social media, e-mail and online chat rooms has added yet another layer of complexity to customer service, voice is still the most important component part of understanding the customer experience in call centers. All of this data, if effectively measure and analyzed, can provide organizations with the utmost metric (Read the full article)
IVR Support Manage Services
Call center agents are not always customers’ first point of contact. For companies that use an IVR solution, the technology can make or break an interaction. Companies are expected to be responsive to client needs 24/7 so when poorly monitored IT solutions fail, the impact is significant. In the worst case the call center (Read the full article)
Transitioning Strategies for the Contact Center
“From IVR Legacy Support to Standards-Based Technology” This briefing focuses on the tools, technologies and service solutions that can be leveraged to support, enhance and modernize legacy systems. Providng significant return on investment to enterprises that have made the decision to budget for migration to one or more next generation capabilities and platforms. In (Read the full article)
Contact Center Cloud Technology Briefing
A New Complimentary Executive Briefing Cloud based and hosted contact centers solutions are being considered by many enterprises. This briefing was written for contact center and IT leaders who want to understand the true costs, the range of business and technical risks and IT staffing issues involved in moving to the cloud and what PSS offers (Read the full article)
Vendor Support Is Not The Only Option
How PSS helps enterprises significantly reduce costs and meet evolving business with a full range of services and support options How PSS works proactively with customers to gain a holistic understanding to anticipate business changes and requirements How PSS can reduce costs by supporting and optimizing solutions that are end-of-life and can demonstrate that there (Read the full article)
Agent Desktop and Emotion Detection for Contact Centers
Download your FREE copy of the Briefing below How call centers are using real-time emotion detection software to convert angry callers to satisfied customers (and other creative uses for the Emotico emotion detection technology) How Coral, the HTML 5-based agent desktop solution is saving call centers significant time (Read the full article)
Visual IVR Improves Contact Center Customer Experience
Visual IVR is a giant step forward in enhancing traditional voice-powered IVR calls. In fact, the term “Visual IVR” is because you can now see and interact with the IVR call flow from your smart phone, that runs on iPhone and Android-powered devices. In addition to automated Visual IVR calls, customer service and support agents can interact (Read the full article)
