Fidest – Agenzia giornalistica/press agency

Quotidiano di informazione – Anno 33 n° 338

Aspect Software Announces Cloud Contact Center v19

Posted by fidest press agency su lunedì, 7 ottobre 2019

Today Aspect Software announced the release of version 19 of its industry-leading Cloud Contact Center as a Service system. Built on its next-generation Aspect Via® platform, this release includes customer-driven capabilities and enhancements for both Contact Center and Workforce Optimization suites.Cloud Contact Center v19 enables agents and supervisors to deliver better customer experiences by supporting a wide variety of real-time insights into an agent’s skillset, comparing initial agent skills to the actual competencies required for each contact, then delivering up the best fit for that customer engagement.The release includes tools to help supervisors stay on schedule and analyze intra-day activities, including enhanced employee data regarding time spent in or out of adherence, real-time alarms, analysis of historical adherence trends and improvements to all notification modules that use this data.Other major enhancements in v19, include:
Integrated Workforce Management Mobile application
Omnichannel email search, monitoring and reassignment
Increased rule precision and more granular compliance auditing based on customer consent and preference, combined with callback and exclusion controls
Microsoft LUIS Natural Language Understanding (NLU) support
Hotspot Analytics that deliver actionable developer insight for tuning chatbots/IVR
Performance Management Coaching and Gamification rewards and metrics updates
Additional APIs for Salesforce.com, Dynamics and other integrations
Scalability improvements, supporting very large contact centers with over 5000 simultaneous agents
TLS/SRTP Encryption Technology secures the voice path between Aspect Cloud and the Call Center – all the way to the agent’s phone. Eliminates the need for dedicated VPNs, reducing complexity and improving reliability.
Rich training and gamification features in this release support both positive and negative assessment and paths for improvement, as well as support for automated coaching.
The modernized UI is optimized to provided easy intuitive navigation, search functions, and user favorites to quickly access high frequency functionality for customer engagement that empowers employees to perform at their very best.

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