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Bettering the Customer Experience . . .
NICE Fizzback VoC Solution Deployed by Severn Trent Water
Severn Trent Water, a utility company in the UK, has been using the NICE Fizzback Voice of the Customer (VoC) solution since 2011 to improve customer satisfaction and demonstrate service level compliance to OFWAT, The Water Services Regulation Authority. Severn Trent Water serves over eight million customers across the UK. For customer experience purposes and to adhere to OFWAT’s service incentive mechanism (SIM), the company deployed the NICE Fizzback solution in its contact center. The solution has been integrated with its SMS and IVR systems and immediately generates a customer feedback survey after the customer interaction. . . . read more >>
Call Transfer And Account Call Escalation Enhancements
Global Connect, a provider of cloud-based dialing and communication services, announced new enhancements to its cloud-based dialer, GC1 Peak Dialer. New Account Call Escalation functionality, along with the dialer’s Call Transfer feature, allow ARM clients to maximize productivity while minimizing agency costs. Enhancements in Account Call Escalation now gives clients the ability to dial vertically (ensuring that each primary account number is dialed prior to secondary numbers for all accounts), as well as horizontally, using disposition code. With the enhanced horizontal call dialing feature, the system will continue to dial alternate numbers within a particular account or move onto the next account, depending upon the disposition entered by the agent. . . . read more >>
Enghouse Interactive Announces Quality Management Suite
Enghouse Interactive, developer of a portfolio of interaction management solutions, announced the availability of version 4.3 of the CallRex Quality Management Suite which includes a new reporting infrastructure, enhanced archiving functionality, cradle-to-grave interaction capture, Active Directory integration, and new support for Microsoft’s Hyper-V virtualization server. . . . read more >>
Nexidia Announces New Analytics Ondemand Program
Nexidia released its new Analytics OnDemand program which gives contact centers the ability to use a hosted interaction analytics solution. Many companies are looking for a more streamlined way to analyze interactions in one part of their organization and then expand their analysis to the enterprise only after the initial pilot is successful. Nexidia’s Analytics OnDemand program addresses this issue by providing an interaction analytics solution in a secure hosting environment at a different price. . . . read more >>
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