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ICMI Contact Center Demo-Conference Focuses on Both Current Expectations and Future Directions


Presented By: CrmXchange

Businesses of all sizes have become increasingly aware of how important contact centers are in retaining customers, helping to generate lasting loyalty, and ultimately building the bottom line This has created an urgent need for technologies and strategies to improve customer and employee engagement, increase satisfaction, and ensure more effective use of data.

Companies are looking to not only make immediate progress in operating more efficiently and raising the bar on service on all touch points but to also find the right tools and resources to be prepared to meet the evolving challenges of the next 5-10 years. The ICMI Contact Center Demo-Conference, held at the Mandalay Bay Hotel from September 25-27, 2017, addressed the needs of both today and tomorrow with a Demo hall that provided an opportunity to explore emerging trends and updated solutions in a relaxed atmosphere. Attendees were able to evaluate the latest products and services and get detailed answers to questions on how they would make a difference for their organization. The event also offered a multi-faceted education program including tracks on Boosting Contact Center Culture, Maximizing Productivity, Elevating Leadership, Optimizing Technology, Driving Customer Success and Achieving Metrics Nirvana.

CRMXchange reached out to a number of exhibitors to gain insights on the high-interest offerings they were demonstrating and how they might help companies plan for a more productive present and be ready to meet the needs of the future.




AcuCall(Stephen Ward, CEO)

Why is it important for companies to implement versatile, affordable contact center software that provide scalability and make it easy to integrate at-home and offsite agents into the mix?

AcuCall offers a truly comprehensive suite of products with customized CRM, Reports, Scripting and Integrations for each customer. Since the entire solution is developed using proprietary code, AcuCall does not have to depend on 3rd party software and can rapidly deploy to meet customer requirements, and often without added cost! Remote Agents can easily log in to the web application to take Inbound and Outbound calls just like agents in call centers.

The key cost reduction benefits are in the significant reduction, and in some cases, elimination of IT costs, equipment and infrastructure costs.

Supervisors have unlimited oversight from their desktops over on site and at home agents – they can listen-in, coach, join, take over calls, monitor agent desktop screen – all as if they were in same offices.

This provides businesses with the ability to manage and allocate their workforce from their desktop – add or remove agents (home or office), rapidly create one-to-many IVR’s, campaigns, associated CRM’s, start/stop campaigns, move agents around in queues and campaigns, pause agents, etc., all on the fly in real-time.

How does an agent desktop that provides a single view for information both front-line personnel and managers contribute to consistently delivering a superior customer experience?

The AcuView Dashboard reporting tool provides consistent information across all Enterprise locations and aggregates data from unlimited data feeds. As such, management always has real-time location, campaign and agent information needed for workforce and telephony resource deployments.

Can you elaborate on the broad variety of capabilities included with your solution and discuss the importance of also providing SMS text messaging?

The AcuCall CenterMaster platform is HIPAA/PCI Compliant and includes native CRM, IP PBX, Screen Monitoring as well as standard CTI features such as: Dialer, IVR, ACD, Scripting Tool and Recording. It is also localized for Spanish or English with White Label branding available. SMS, Chat, Email and Social Media have long been available in CenterMaster to help customers communicate with businesses as “they” desire and still receive consistent responses, regardless of media.

SMS in particular helps clients in a variety of ways, sending blast notifications to 1-to-many of their customers, reminder notifications of appointments, payments due with links to drive that business. SMS is only limited by the imagination.  This is a true Unified Communications platform.

What pricing advantages does your CenterMaster customer interaction platform offer to businesses of all sizes?

AcuCall customers enjoy what we believe to be the most economical pricing available, and are only billed for the actual number of licenses used each month. This way, they can scale up or reduce license-count as their business dictates, and without penalty. We feel that this should be the essence of software as a service where the customer can focus on their business requirements, and not getting charged for licenses that they do not need. This affords both smaller start-up companies and Enterprise customers the freedom to deploy their agent workforce as they see fit.




GamEffective (Roni Floman, VP Marketing)

As gamification technology has advanced and implementation has widened over the past few years, can you elaborate on the tangible benefits now being derived by organizations that have adopted gamification?

Gamification has certainly evolved over the last couple of years. In the past, it involved a simple toolset: slapping some points and badges over an existing system, creating solutions that didn’t add much to the employee experience. Today, gamification involves a larger and wider toolset that impacts more behaviors and more activities in the contact center. Adding to points, badges and leaderboards, it is also adding automated messages to employees, dynamic goals, deep gamification challenges (such as betting on yourself), a virtual store and most importantly – microlearning that is injected daily into the employee experience.

Additionally, gamification can drive employees to focus on a daily or weekly timeframe, as opposed to monthly reports or call sampling. Done right, it can drive daily engagement with short term goals, which increases productivity and focus. Most importantly, since gamification typically serves microlearning, it saves on in-class training as well as grows knowledge levels and therefore, improves performance.    

In what ways does providing real-time feedback on specific KPIs contribute to employees delivering consistently superior customer experiences?

Real-time feedback is just like a fitness tracker. When you know you have a goal, like taking 10,000 steps daily, you tend to focus on it. A daily goal will drive you more than a monthly goal – and this is what gamification does in the contact center.

What real-time feedback also does is give employees an opportunity to self-correct. For instance, if I see I’m below my benchmark for the day/week, I can focus on correcting this. Additionally, since gamification can identify underperforming KPIs and suggest content to correct them, it can teach employees by recommending the right actions.

How does your solution enable businesses to create personalized scorecards that set specific goals for individual agents?

Gamification serves more than scorecards since it uses learning feeds, and many game elements on top of the KPIs. We do recommend setting personalized goals to employees, so that lower performing ones can meet their goals and evolve over time. This can be done by segmenting employee “audiences” and setting different goals for them.

How does gamification make onboarding easier and provide for a more comprehensive learning process?

Gamification and eLearning work well together. We typically see very high engagement rates with learning in gamified systems. In the on-boarding and in an in-class training situation we can use gamified eLearning segments to drive personal self-learning throughout the day. But this really gets interesting when gamified eLearning is used for daily microlearning for agent off time. This means that less hours are lost to pulling employees into classrooms. Employees like learning in that way since they can control their time, get learning that is relevant to their KPIs and only take several minutes daily.




NexInteractive (Rudy Salazar, Managing Partner & Senior Sales Engineer)

Why is it important for companies to adopt contact center software that can be rapidly deployed easily customized and be instantly accessed by agents anywhere around the globe?

It’s important because any company with a customer base requires a customer support center either for handling Inbound calls with questions and concerns or outbound calling for follow ups and quality surveys.  

How does an agent desktop that provides front-line personnel with added flexibility in how they handle both inbound and outbound calls contribute to delivering a superior customer experience?

The desktop Omnichannel offers an array of dynamic page scripting and IVRs that give customers the best interactions for customer engagement.   

Can you elaborate on the omnichannel capabilities of your solution and discuss the importance of providing SMS text messaging which is available via 800 numbers?

Multitasking is crucial in today’s high demand for quick, reliable support. SMS offers an agent to engage in chat sessions while on a customer support call.

What pricing advantages does your INexus platform offer businesses of all sizes?

Flexible pricing models are available to fit any organization’s budgets.  iNexus offers what we believe to be the most competitive prices in the industry.



Revation Systems (Perry Price, President/CEO)

In what ways does a virtual contact center allow businesses to lower operating expenses and improve communications without burdening them with capital expenditures?

One of the primary benefits of a virtual contact center in terms of its ability to lower operating expenses is the ease and speed of deployment. Because virtual contact center solutions eliminate the need for on-premise telephony equipment or other hardware, they can drastically cut down on both the cost of equipment and the time required to install, implement and deploy.

Virtual contact centers enable organizations to invest in a single application for communication, thereby empowering supervisors and managers to focus on what matters most: improving the quality of communication with consumers.

How does your LinkLive solution enable companies to route interactions on multiple channels to service, support and sales groups?

LinkLive provides a variety of options for routing interactions — including skills-based, data-sourced (obtaining data from another system and analyzing it to determine how to best route the call) and front end formed questions or single sign on information to route, assign and distribute calls.

In an environment of ever-changing regulations, how do you help ensure compliance across a broad spectrum of industries?

One of the qualities of Revation that sets us apart from other vendors is that we have achieved HITRUST CSF Certification.

This certification means that our solution, LinkLive, was born from a security-first approach and demonstrates our commitment to securing confidential information, particularly within the healthcare industry. LinkLive’s unique architecture was designed specifically to provide secure, encrypted communications across all mediums to a variety of industries. LinkLive products are also compliant with GLBA, SEC, Sarbanes-Oxley and HIPAA requirements for logging, privacy and security.

How does integrating an IVR help to improve a business’ omnichannel service?

Integrating an IVR helps to enhance the speed with which contact center agents can respond to customers through any mode of communication — whether it be phone, chat, SMS or text. Since IVRs can be implemented across a variety of multimedia channels and can help filter customer calls to the appropriate agent, they are a great integration solution to improve agent productivity and efficiency.

What differentiates your platform from other offerings on the marketplace?

Revation’s LinkLive platform is unique in that it provides organizations with a true unified communications suite without sacrificing a high level of security.

Cradle-to-grave multimedia recording and encryption of all data (both in transit and at rest) paired with our HITRUST CSF Certification makes the LinkLive solution unparalleled in security by other offerings in the marketplace today. With robust, powerful features that enhance agent-consumer communications, LinkLive can help organizations across a variety of industries digitally transform to keep up with the demands of consumers today.

LinkLive also offers a few key features that differentiate it from other virtual contact centers; the first of which is its Measuring, Monitoring & Planning Tool (MMP).

MMP is a unique application for contact center agents and supervisors that utilizes a variety of tools to measure contact center statistics, monitor agent performance in real time and plan scheduling for peak call times. Contact center efficiency is enhanced through MMP with the Workforce Management (WFM), Tiles, Reporting, Quality Assurance (QA), Monitoring & Scoring, Call Detail Records (CDR) & Audit Trails, Agent Dashboard and Surveys.




Softcom (Justin Fava, Director of Marketing)

While contact centers are diverse operations with a variety of different purposes, what is the one common factor that impacts the cost of running them and how can companies gain the insights they need to control expenses?

The most significant common factor that impacts contact center costs is the labor component. Labor typically contributes up to 70% or more of the cost to run a contact center. As such, it is imperative that you know and understand the metrics that drive a successful operation, whatever type of contact center it may be.

Softcom’s InsideEdge Enterprise suite of contact center solutions is a full suite of tools that bring critical CC information to the forefront- helping agents, supervisors, managers and directors discover, analyze and correct areas of concern. InsideEdge provides analysis either manually or through automation, utilizing advanced machine-learning techniques to highlight critical areas while reducing false positives.

Why is it important to examine both real-time and historical metrics to improve contact center productivity?

Historical metrics are a very good gauge of past performance to examine patterns, standards and averages of contact center activities. Real-time metrics let supervisors catch deviations at the moment they occur, speeding up correction time and bringing productivity back in line within minutes.

How do companies benefit from having separate applications for both agents and supervisors?

Analytics has been focused on giving supervisors information to manage their agents, which is great. However, in many cases agents have no visibility into their own performance or relative performance to the rest of their team. InsideEdge Agent Dashboard gives agents real information and the tools they need, making them feel more engaged, more competitive and more motivated.

In addition, both supervisors and agents can collaborate with each other using built-in chat and messaging features within InsideEdge.

What differentiates your analytics solutions from other offerings in the marketplace??

InsideEdge’s value starts with our fully vetted turn-key Data Hub. We believe that other analytics solutions in the marketplace simply cannot provide the depth of technology and functionality of InsideEdge, such as Cradle-to-Grave Reporting and Machine-Learning Contact Center Optimization. They also lack InsideEdge’s powerful Data Hub for data integration and modeling, which is the key to building the foundation for reliable data delivery.

How does integrating an IVR help to improve a business’ omnichannel service?

In general, through the InsideEdge Data Hub, Softcom can integrate numerous unrelated data sources to be managed and funneled through one central repository. Any data that travels through the data hub is tested and validated so that users can trust that data 100%.

With regards to the IVR, users can examine the IVR component of a call within the InsideEdge Life-of-Call module, using filters and trends. For example:

• Finding that the IVR is causing a high number of hang-ups once a caller reaches a certain option selection

• Callers are consistently selecting the “0” option (speak to an operator) very early in the call, which defeats the purpose of having an IVR in the first place

• Some IVR partners license it on a usage basis and an inefficient IVR can be a significant cost to a company- one that many contact centers don’t realize can be corrected.

What specific benefits does your solution deliver that differentiates it from other offerings in the marketplace?

Trusted, reliable and validated data through the InsideEdge Data Hub

Complete Cradle-to-Grave Analytics, including each and every segment of all calls

Decades of contact center-focused domain expertise, and modular product design, allowing us to provide you with a turn-key solution. 





UJET (Anand Janefalkar, Founder & CEO)

Why is it important for a support solution to provide frictionless conversational capabilities and more productive interactions by making sure account and customer insights are at the fingertips of the agents involved?

A customer support call or chat – whether it’s from an existing customer or a new prospect – is a time-sensitive interaction with direct implication to a business' bottom line. Having a support platform that covers all modern entry points such as web, app, and phone eliminates piecemeal solutions that can delay resolution or worse, confuse the end-user and agent. Cutting-edge technology that aims to reduce the cognitive distance between the agent and the issue facilitates informed troubleshooting versus having an agent with scripts hoping to resolve a problem.

How does native integration across every channel enable companies to merge applications seamlessly with existing CRM systems?

Deep integration for both the agent and end-user is imperative to a great user experience. Customer support today still largely requires the end-user to spell out their name or even email to verify an identity. UJET bypasses all of this by deeply integrating into a company’s login at both the app and web level. By linking this to the backend details in the CRM automatically, it saves about 30-40% of the call or chat duration. Agents can then attack the problem immediately, maintaining a high level of customer satisfaction.

In what ways can a business benefit from a holistic voice/chat platform that works out of the box with no installation fees or professional service charges?

Customer support should not be viewed as a channel function. Different queries merit different channels, and companies are staffed in a variety of ways. Having a holistic voice and chat platform that covers web, app, and phone routes enables support teams to truly craft the best end-user experience.

For example, a company could invest a lot of time in comprehensive FAQs that allow end-users to self-serve without the need to change platforms. Another company may want to have agents answering calls to close a sale or upsell. All in all, companies should be able to do both: switching seamlessly from voice or chat or FAQs depending on A/B testing. Here at UJET, we provide an instant and effective control panel to enable such customer journeys.

How does the platform enable companies to effortlessly modify IVR systems?

Most IVR systems have legacy or analog baggage associated with them. They require outdated tools that need to be programmed and commissioned, with the ACD having to be reset in order to see changes. By the time these changes are up and running, the peak hour has already passed. That’s why at UJET, we provide an instant configuration tool to update IVR routing and skilling assignments. This, in turn, enables admins and supervisors alike to react to traffic surges.

Moreover, the UI for these legacy systems requires professional services for setup and training, making for a poor and expensive experience. We recognize this and do not charge for professional service, setup, recording, or markup per-minute charges. We also have no charges for geographical redundancy or even CRM adapters. Couple this newfound experience with a great UX and admins/supervisors can focus on optimizing agent efficiency regardless of traffic variations.

How does integrating an IVR help to improve a business’ omnichannel service?

As noted, having a holistic experience for both the end-user and agent helps to provide overall seamless support. Supplying a human-to-human connection to upsell, close a deal, or walk through a more complex issue is invaluable for a majority of company operations.

What specific benefits does your solution deliver that differentiates it from other offerings in the marketplace?

We've crafted a modern, smartphone-centric experience that challenges outdated technology and brings both customers and contact centers into the 21st century. With no hidden fees and the fastest first-touch resolution, we're changing an antiquated industry. The ability to send photos, videos, screenshots, error logs, and verify through fingerprint/pin code while on a call or chat completely and dramatically changes support experiences. Thanks to these unique Smart Actions, customer support can finally become a competitive advantage.