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Posts Tagged ‘customer service’

Multichannel, omnichannel and multimodality – what does it all mean??

September 20th, 2016

As technology moves forward at an increasingly rapid pace, new channels of communication continue to  emerge that allow organisations and customers to interact on multiple new levels. Gone are the days of frustrated customers shuffling agitatedly in the queue for the Customer Liaison Representative and arriving at the desk disheartened, disgruntled and in anticipation of disappointment.

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Current Trends in Customer Interaction Management Solutions

July 28th, 2015

Everyone can comprehend that managers need to get the optimum productivity from their contact centre staff. The most obvious thing to do seems to be ensuring they handle the maximum amount of calls per hour, or insist they run through calls quickly. Unfortunately, these requirements appear to be at odds with the ‘holy grail’ of customer service. Ensuring an excellent telephony experience for the caller – handling calls in a professional polite manner, having all the answers to their questions at the agents fingertips, dealing with problems efficiently and ‘up-selling’ that additional extra item.

So, how does one reconcile these two competing elements? Well, it is possible – the advances made in Customer Interaction Management (CIM) systems over the last few years have allowed contact centres to enhance the customer experience greatly while also increasing agent efficiency.

This document discusses this trend and looks at where the CIM market is going. Click on the link below to find out more.

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Outsourcing Contact Centre Case Study

July 23rd, 2015

Having identified the niche in the market for a virtual contact centre, this client needed to ensure that the correct systems and software were in place for the company to succeed. Find out how CallScripter assisted this company in fulfilling this need.

The key highlights of this study include:

  • CallScripter hosted service
  • Agent flexibility
  • Data security
  • Real-time and historical reporting

Click on the link below to take a look at our Case Study.

Homeworker case study


CallScripter Enters into Strategic Partnership

July 2nd, 2012

2 July 2012, Ipswich – CallScripter, an industry leading contact centre scripting software solutions provider and Consilium, a leading Unified Communications company have today announced a partnership to improve contact centre scripting experience and efficiency in customer service delivery across the Asia Pacific contact centre markets.
The aim of this collaboration is to strengthen both parties’ integrated solutions offering to clients and expand the Asian and Pacific presence through the globalisation of cutting-edge and multi-channel contact centre solutions. Together, CallScripter and Consilium are hoping to enhance the market’s scripting awareness to help clients to drive reduced average handling time and increased customer satisfaction while minimising operational costs and maximising agent productivity.

Key facts
– Real-time and consistent multi-channel and multi-lingual communications
– Inbound and outbound advanced scripting workflow process
– Live call management and tailored agent dashboards for performance measurement
– Monitoring and reporting suite
– Open architecture for easy integration into the third party complimentary applications

Steve Richardson-Frankton, International Partner Manager at CallScripter, says “The Consilium partnership will significantly strengthen CallScripter’s market presence in the region, deliver a great all-round customer experience and ensure excellent client support. Additionally, Consilium will bring a wealth of systems integration experience and an enviable track record in successfully delivering enterprise voice and contact centre solutions.” Stephen Richardson-Frankton continues, “Consilium is one of the most extensive sales and support organisations of its kind and has provided sophisticated solutions to the international contact centre market – and its experience of deploying Cisco and Genesys-based contact centre solutions is unparalleled.

Pramod Ratwani, Founder & CEO at Consilium Software says “Delivering compelling state of the art Unified Communications Solutions to customer delight is core to Consilium’s vision. Our partnership with CallScripter strengthens our commitment to customers & prospects, and we are excited to leverage our Asia Pacific presence, engineering expertise and CallScripter solution set to enhance customer experience further.”

About CallScripter
CallScripter is the market leading contact centre scripting software solution internationally, designed to maximise contact centre productivity while improving agent and business efficiency. With a decade of experience, CallScripter is dedicated to providing unrivalled best of breed solutions to modern contact centres around the globe.

CallScripter is a division of IPPlus plc, the AIM listed business services organisation, whose interests include software and outsourced contact centres. The CallScripter headquarters are based in Ipswich, the UK with regional partners worldwide.

For more information visit www.callscripter.com

About Consilium Software
Consilium Software develops Unified Communications (UC) software and solutions for enterprises and contact centres. Consilium Software offers a complete solutions platform for Unified Communications with alliance products, Consilium technology powered services, Consilium’s proprietary Uni™ products and applications, and infrastructure management. Consilium Software is headquartered in Singapore, with subsidiaries and fully-staffed branch offices in India, Malaysia (Kuala Lumpur), Canada (Toronto) and Taiwan (Taipei City).

For more information visit www.consiliuminc.com


CallScripter and Uni Systems Partner

March 19th, 2012

March 19, 2012, Ipswich – CallScripter, an industry leading contact centre scripting software solutions provider, has entered into a partnership with Uni Systems, an innovative leader in ITC systems integration in the Central and Southeast European, as well as the domestic market, to optimise the efficiency of customer interactions within this region’s contact centre industry.

Uni Systems, a strategic partner of Genesys, the world’s leading provider of customer service and contact centre software and services, selected CallScripter as a best of breed call scripting solution based on its integration with the Genesys suite and its highly configurable scripting capabilities backed by robust reporting functions. The partnership between CallScripter and Uni Systems will enable enhanced agent desktop functionality, flexibility and system integration and deployment while increase customer’s ROI. Through this partnership contact centre, customers are now going to be able to drive streamlined customer interactions by improving first call resolution, reducing call handle times and providing a consistent customer experience.

Stephen Richardson-Frankton, International Partner Manager at CallScripter, says “The Uni Systems partnership will strengthen CallScripter’s market presence in the region, deliver a great all-round customer experience and ensure excellent client support. Additionally, Uni Systems will bring a wealth of systems integration experience and an enviable track record in successfully delivering enterprise voice and contact centre solutions.” Stephen Richardson-Frankton continues, “Uni Systems is one of the most extensive sales and support organisation of its kind within the Greek and SE Europe market – and its experience of deploying Genesys-based contact centre solutions is unparalleled.

Constantinos Pretenders, Solutions Manager at Uni Systems, says “The established partnership with CallScripter will provide Uni Systems with the opportunity to review all existing Contact Center customers, while creating business cases for new customers as well, by enhancing the agent-to-customer communications.

About CallScripter
CallScripter is the market leading contact centre scripting software solution internationally, designed to maximise contact centre productivity while improving agent and business efficiency. With a decade of experience, CallScripter is dedicated to providing unrivalled best of breed solutions to modern contact centres around the globe.

CallScripter is a division of IPPlus plc, an AIM listed business services organisation, whose interests include software and outsourced contact centres. CallScripter’s headquarters are based in Ipswich, the UK with regional partners worldwide.

For more information visit www.callscripter.com

About Uni Systems
Uni Systems SA, a member of Quest group, is one of the largest IT & Communications integrated solutions providers in the Greek market and is steadily growing to one of the leading companies in this sector in the greater SE European market.

For more information visit www.unisystems.com