Archives for Contact Center

Avtex InteractionSync streamlines contact center logistics

Access to information is just one factor impacting contact center agent efficiency. The logistics of actually fielding customer interactions and tracking the details of those interactions also impacts the agent’s efficiency. Avtex InteractionSync streamlines contact center logistics, thereby limiting the amount of time each agent spends on managing logistics and the number of clicks or duplicated tasks the agent must complete. To accomplish these goals, InteractionSync offers: Interaction management: The ability to seamlessly transition from one interaction to the next is vital to the efficiency of any contact center agent. With InteractionSync, agents are able to manage interactions quickly and easily from
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CRM as the Funnel for Customer Data

CRM impacts the success of CX programs in many ways, including serving as the information funnel. Today’s consumer demands the ability to interact with an organization through a variety of channels, including voice, chat, social media, websites and more. Maintaining multi-channel communications is key to ensuring the satisfaction of a wide range of individuals and target groups. Unfortunately, managing the data flowing through several channels at once can be difficult. Failure to do so will lead to disjointed interactions between customers and agents. For example, let’s consider this situation: a customer initiates an interaction through a chat portal, but is redirected to
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How does InteractionSync Increase Agent Precision?

Agent precision, or the ability to find answers, resolve issues and address customer concerns quickly and accurately, is key to the success of any contact center. As agents become better equipped to handle interactions without delay or additional assistance, interaction handling time drops and customer satisfaction improves. So how does InteractionSync increase agent precision? Intelligent routing: InteractionSync routes customers to agents and departments that are equipped to handle their issues, and can prioritize routing with customer information to allow for differentiated service experiences for your best customers. By doing so, your priority customers are able to avoid hold times and repeated information
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Breaking down contact center interactions – which system is primary?

With our focus on Contact Centers and all the technologies used to optimize them, one of the common questions Avtex gets relates to which system should be the system of record for incoming interactions.  This is usually meant to delineate whether it is the CRM application or the ACD skills based routing engine that is responsible for carrying that interaction from the customer to the agent who can assist them. While I’d be overstating the case to say there’s only one answer to this question for all technologies and all scenarios, I’m very comfortable laying out our typical approach to figuring that out.  In
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Concierge Service driven by Customer Experience Optimization

Have you ever used the hotel concierge to help you do something exciting in a city you’re unfamiliar with?  I’ve had them be the primary contributor to some very memorable experiences.  It’s not an easy job to know your city and people well enough to deliver a great experience regularly in that role.  It takes a certain knack. Now imagine that you need that knack, but that you won’t have face-to-face access to who you’re providing the experience to and most of the time won’t even be that familiar with the location they are in and what is available there. 
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Hosted vs. Premise for your Contact Center

By now, most organizations have explored the option of moving some applications to the Cloud. Generally recognized benefits include: Increased flexibility Faster deployment time Minimal upfront capital expense Reduced IT requirements CaaS (Communications as a Service) is the hosted offerring from Interactive Intelligence and Avtex. CaaS offers the same award-winning Customer Interaction Center (CIC)platform and features but in a hosted model, and there are 3 configurations to choose from. Remote Control VoIP – In this configuration, the trunking, whether T1/PRI or SIP, is terminated in the CaaS Data Center. If you want to your relationship and service with existing carriers, your
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DR or BC…that is the question

There are a lot of buzz words flying around in every company, some of the most common these days are Disaster Recovery or Business Continuity.  These terms are often used to mean the same thing, but in my opinion they are very different.  Most companies we meet with are looking for Business Continuity, but often use the term Disaster Recovery.  Why the confusion?  I think of the two as follows: Business Continuity:  Have a plan and method for continuing business at some level if any location is unreachable.  (This could be a physical outage like a cut circuit or a
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CIC 4.0 SU2 New Feautures

Service Update 2 for the Interaction Center platform was an important update that included several enhancements and new features. The following are highlights from the update as documented in the SU2 Release Notes from Interactive Intelligence. Integrations Packages Interactive Intelligence added support for the following integrations in IC 4.0 SU2: • Salesforce.com • WFM (Historical and RTA) • Remedy • Sametime • Heat • Lync Telephony and Plug-in integration  o   The initial Microsoft Lync integration release brings some of the enterprise features of Lync to the contact center. The initial release consists of two main features. It allows configuration and
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