Automation - Call Centre & Customer Management 365

Redstone Telecom To Launch Inbound Telephony Solution
Redstone Telecom, leading provider of telephony network and communications services to the UK private and public sectors, is announcing the forthcoming launch of its Intelligent Network solution. The new inbound services platform will be available to its customers in Q2 2009. Customers will benefit from more cost effective and high quality handling of inbound calls.

Pegasystems Announces Insurance Industry New Business Solution Framework
Provides significant improvement in submission-to-issue processing time to increase revenue and improve channel loyalty

IVR – Can it Really Emulate Human Intelligence?
eGain IVR is a new 'Interactive Voice Response' product to feature human-like intelligence, but will it really have the human touch?

Customer Insight Focus for Marketers
Marketers are turning their full attention to performance and customer insight as the economy struggles

UK Consumers Warming to Automation Technology in Call Centres
Often people are not open to change but when change brings about improvement it is much more welcome. Automation technology in call centres is beginning to win over UK consumers as they realise the benefits offered by automation.

Unified Communications – Understanding the Benefits
Unified Communications can optimise business processes. But research shows that a lack of understanding of the business benefits of unified communications is a significant hurdle.

Speech Automation – Technology helps Contact Centres Cope with Sickness
It is clearly apparent that sickness has a significant impact on productivity in the workplace and billions are lost each year through sick days. Many contact centres are beginning to embrace speech automation technology to help battle the prevalence of sick days.

Diallers – The Silent Calls Backlash
Outbound call centres are responsible for the phenomenon of 'silent calls', where customers are called by diallers but there's nobody on the other end of the line.

Customer Service - An Olympic Effort
It goes without saying that the Beijing Olympics was a resounding success but experts are expecting the London Olympics to outshine it in terms of the excellence of the customer service providing throughout the event.

Call Centre Data Security Risks
Call centre data security should be a priority for organisations; inexcusable security breaches can not just mean losing a client, but also your reputation and business.