SPEECH SEARCH
Aurix has introduced a speech search and analytics software product, Gopher-it 1.1, which is available as an end-to-end search and reporting product for customer contact analytics down to a desktop speech discovery tool, with prices for the latter starting at £7,500 (plus support and maintenance).
Call Centre Expo stand No. G2
SAVING £50,000
Spark Response, an outsourcer based in Gateshead, says it saved £26,000 last year and £24,000 so far this year by cutting energy and recycling in a drive called Project Focus.
Run by the company’s quality manager, Lindsey Pearson, it includes notices to prevent appliances being left on unnecessarily, auto-sensors in the toilets, environmentally friendly equipment and recycling bins. In addition, staff can borrow up to £1,000 to buy bicycles and are encouraged to bring in their old mobile phones in exchange for the chance to win cash at the year-end.
HOSTING DEAL
Healthcare at Home, which provides services to 100,000 patients each year, has signed a deal with Volt Delta International to provide its hosted contact centre and self service system, Oasis On-Call. Volt Delta says the system, which will support customer care teams wherever they are based, will aid the handling of inbound calls, identify callers through speech recognition and provide call recording and monitoring.
Martin Gunn, head of IT at Healthcare at Home, said: “This approach will free us from managing the technology and will allow our highly experienced staff to deliver an even more efficient and effective service…” And Noel Hughes, MD of Volt Delta, said such “cloud-based” services were a growing trend. Volt Delta is a subsidiary of a US company, Volt Information Sciences,
Based in Burton on Trent with sites throughout the UK, Healthcare at Home was founded in 1992 and now has 1,000 staff.
Call Centre Expo stand No. F20
MASSAGES AND MORE
Therapy Solutions has introduced a service called Sitright to counter the effects of workstation strain. It comprises a 60 second routine taught through a one-hour interactive workshop.
In addition, the firm is offering a full day on-site trial of its services for £145. It includes call centre massages for up to 24 people, muscular skeletal check, wellbeing survey and a consultation and results evaluation.
Call Centre Expo stand No. L9
GLOBAL DEAL
Statoil, which has 30,000 employees in 40 countries, has signed a five-year agreement for Intelecom to supply and deliver equipment for fixed line telephony to more than 90 locations around the world, including offshore sites. Intelecom says that by consolidating their purchases Statoil simplifies procurement, leading to cost efficiencies, and seamless integration of a variety of technologies.
Call Centre Expo stand No. D38
NICE Systems, specialists in recording systems, is offering a free white paper, Customer Dynamics – Creating Value from Chaos. Its systems will be shown at Call Centre Expo, including Perform eXpress, designed for small and medium-sized call centres. It will also demonstrate real-time decision-making and guidance features which have been added following the recent acquisition of Eglue.
Call Centre Expo stand No. D10
ZAP GERMS
Germ Genie is a new unit from Falcon Innovations which is designed to prevent germs being passed via multi-user keyboards. It runs a sanitation cycle every time the keyboard is not used for a set period, using a special light which, says Falcon, is effective in de-naturing the DNA of the micro-organisms and preventing them from replicating, thus rendering them harmless.
Call Centre Expo stand No. M1
james.louttit@falconinnovations.co.uk
FREE TRAINING TIPS
Kaplan IT Learning offers Call Centre Europe readers a free call centre case study and a white paper with training tips.
The company, which recently joined forces with Atlantic Link, specialises in “elearning” and says many call centres have benefited, particularly because staff can learn at any time and place minimising their time away from work.
Call Centre Expo stand No. F38
LOVE THEM
Love Your Agents, just launched by Sword Ciboodle and Capgemini Consulting, is a range of user interfaces designed to cater to different agent learning styles. Sword Ciboodle says agents have the ability to choose the version that best suits their cognitive style, resulting in greater self reliance and bolstering morale. And it says it improves customer relations because agents are able to dedicate more time to understanding customers’ needs and less time navigating a complex UI, leading to improved conversion and cross selling rates, shortened average call handling time, increased first contact resolution and reduced training times.
Call Centre Expo stand No. E9
murray.farquharson@sword-ciboodle.com
CUSTOMER RESCUE
ServiceTick says a new feature of its voice-to-text service helps to retain unhappy customers. Calls are already automatically translated into text within minutes avoiding the need to listen to them.
Now it will automatically scan all for pre-agreed trigger words and phrases, typically suggesting customer dissatisfaction. When found, the system automatically sends an email alert in real time so that the call-centre can implement a customer rescue process. ServiceTick says it is already showing a positive return on investment with a big bank.
Call Centre Expo stand No. G10
NEW FEATURES
New features have been added by NewVoiceMedia in the latest version of its cloud-based call centre system, ContactWorld. They include enhanced call routing for call centres or businesses with agents and callers in multiple or different countries, supervisor monitoring and speech analytics.
ContactWorld is available as a stand-alone business telephony product or as ContactWorld for Salesforce, which is seamlessly integrated into Salesforce CRM. Prices start at £40 per user per month.
Call Centre Expo stand No. D6