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Willy Winkler

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http://www.inconcertcc.com/

46 points

Oct. 16, 2010

Willy Winkler and 1 other person answered this question

Does speech recognition offer customers a positive experience?

Hi Steven,
By our experience, it depends on your target audience and the problem you're trying to solve.
There are many things that can go wrong in an Automated Speech Recognition(ASR) project. I'll name the ones I think are the most important to take into consideration:
* Your ... more

Customer Service

Information Technology

Call Center Features

Call Center Technology

Oct. 16, 2010

Willy Winkler and 1 other person answered this question

Is it easy to integrate a CRM into a contact center?

Hi Annie,
That's a good question, because it's something you cannot fix once you're on the wrong path.
When you choose your Call Center and CRM solutions, you should pay attention to this:
* Ability to integrate with current market leaders and most used solutions
+ Microsoft CRM/Salesforce/Sugar CRM/etc
* ... more

Information Technology

Contact Center Software

Contact Center Solutions

Oct. 16, 2010

Willy Winkler and 2 other people answered this question

How easy is it to integrate an IVR software with an existing PBX phone system?

Hi Emily,
In order to integrate with an external IVR system you usually have two choices:
1) You put the IVR in front, that is, the telco trunk is plugged to the IVR system.
2) You put your pbx in front, and the IVR is handled as an ... more

Customer Service

Information Technology

Oct. 6, 2010

Willy Winkler and 2 other people answered this question

What are the benefits of a virtual queue?

The main benefits of a virtual queue are:
* Your customers don´t have to wait on queue, for an improved experience.
* Optimize your SVL, you don´t have customers waiting.
* Reduced abandons.
* Optimize the use of your phone lines, you can have 500 customers on queue with ... more

Customer Service

Call Center Technology

Customer Service Team

Oct. 6, 2010

Willy Winkler and 2 other people answered this question

Who are the top IVR vendors in the market?

Don't know about the top vendors, but if you're looking for:
* Easy of use
* Integration capabilities
* The best support team
Get in touch with us!
Regards,
Willy
http://www.inconcertcc.com more

Customer Service

Information Technology

Contact Center Technologies

Oct. 5, 2010

Willy Winkler answered this question

How can service oriented architecture (SOA) increase efficiency in contact centers?

Hi Eric,
The main benefit is for integrating your contact center to your business, at reduced cost.
If your customer data is in different data sources(databases, mainframes, etc) you'll want to go for a solution where sending that data over the communication channel(mail, phone, etc) is painless(send ... more

Customer Service

Information Technology

Contact Center Solutions

Oct. 2, 2010

Willy Winkler and 4 other people answered this question

IVR software in a contact center?

I agree with Daniel, IVR's are great for cost reduction in your contact center, but it should not penalize the customer.
Think of it as a self-service process, in the ATM kind of way.
If you have repetitive transactions that can be factored out and benefit the ... more

Customer Service

Information Technology

Contact Center Software

Oct. 2, 2010

Willy Winkler and 1 other person answered this question

How do you monitor call quality?

Assuming quality is related to first call resolution, SLA compliance or plain and simple selling more, you have a few extra steps to assure call quality:
* Passive call listening in realtime
* Monitor indicators of performance deviation(for example very long calls)
* Supervisor barge-in with whispering functionality, ... more

Customer Service

Information Technology

Oct. 2, 2010

Willy Winkler and 2 other people answered this question

Predictive dialer system vs. click-to-dial: which is better for contact centers?

As always, you should use the right tool for the job.
Predictive dialers - when done properly - assist you the following way:
* 92%-95% of REAL talking time for the agents
* Consistent dialing rules for the campaign(how you handle a "number changed" disposition)
* Answering machine and ... more

Customer Service

Information Technology

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