Technology
Australian developed speech recognition software has provided 1300 Real Estate with a platform for national growth but has also made the business of buying and selling real estate considerably easier. When 1300 Phonewords director and entrepreneur, Mathew Care, looked at taking the real estate segment of his business national late last year, he knew he would have to find a way of handling both buyer and seller calls.
The manner in which companies deliver customer service is in transition. Over the past two years, there's been a massive shift away from the telephone being the dominant customer service channel — from nearly 80% in 2007 to just 45% in 2009 — to a scenario in which customer support is increasingly conducted via a multi-channel approach that includes e-mail, Web self-service, and Web chat.1 So, what does this mean for businesses?
• How contact centres are embracing automation
• Ensuring a great customer experience
• Self-service technology drivers
• Ensuring a great customer experience
• Self-service technology drivers
Personal is a part of Telecom Italy, a large telecommunications company with operations in Italy, Brazil, Cuba, Argentina, Bolivia, Italy, and Paraguay. Personal Nucleo is the second-largest player in the Paraguayan market with 1.8 million customers, including wireless internet customers.
Unified Communications (UC) is bringing a fundamental change to the way that enterprises get work done. The change is adding new communications functionality to a classic method of increasing productivity in the workplace – creating ways that people, processes, and technology work together to achieve a business goal. In this mix of people, process and technology, the technology component has focused, until now, around application programs, information systems, and data bases.
An old management maxim states that you cannot control what you cannot measure. It is for this reason that managers at SelecTV were very frustrated by the fact that the open source call centre solution that they operated for a number of years had very limited reporting capabilities. This illuminating case study describes the process of how SelecTV, with the help of Veridian, researched and implemented a new solution (Cisco Systems Unified Contact Center Express enhanced with the Cisco Unified Communications Management Suite add-on).
Automated testing of speech recognition system removes the need for another six testers of critical new customer service application, creates customer experience benchmark to enable ongoing measurement.
How the 'Twitterverse' can help drive enterprise
While you'd have to be living under a rock to have never heard the term 'Twitter', my research conducted during June 2009 has found that there is a huge number of Twitter virgins in Australia and New Zealand.
While you'd have to be living under a rock to have never heard the term 'Twitter', my research conducted during June 2009 has found that there is a huge number of Twitter virgins in Australia and New Zealand.
It feels like every year we hear, 'this is the year for speech', and yet the promise has failed to be realized. Now, finally, I think we can say with confidence that speech recognition has arrived as a mature technology delivering business value into the global market.
Latest IT Developments and their Adoption
The contact center industry is settling, mostly gracefully, into middle age. Over the past decade, we’ve seen dramatic improvements in fundamental capabilities – new directions in self-service functionality, improvements in skills-based routing, CTI-linked access to relevant data, and much more. This article explores some of the key technology issues that the industry is currently working on and provides a perspective on overall trends and directions.
The contact center industry is settling, mostly gracefully, into middle age. Over the past decade, we’ve seen dramatic improvements in fundamental capabilities – new directions in self-service functionality, improvements in skills-based routing, CTI-linked access to relevant data, and much more. This article explores some of the key technology issues that the industry is currently working on and provides a perspective on overall trends and directions.
Market forces are quickly re-shaping the strategic path of customer care
For the first time, the quality of customer experiences is the number one issue in the minds of CEOs (NYSE CEO Report 2007) who are sharply focused on growing their business. Those who closely watch market trends would suggest that this change of perspective was directly influenced by recent articles in mid -2007 by Business Week and MSN Money.
For the first time, the quality of customer experiences is the number one issue in the minds of CEOs (NYSE CEO Report 2007) who are sharply focused on growing their business. Those who closely watch market trends would suggest that this change of perspective was directly influenced by recent articles in mid -2007 by Business Week and MSN Money.
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