VoIPSwitch's Call Shop, NextGen Labs, ComputerTel, InContact, SMB VoIP

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VoIPSwitch's Call Shop, NextGen Labs, ComputerTel, InContact, SMB VoIP

NextGen Innovation Labs, a spinoff of United Commtel, has announced Mobi-Xperience QoS, described by company officials as a suite to "give mobile operators as well as handset and network equipment OEMs insights into the customer experience."
The product, company officials say, "addresses one of mobile operators'  top priorities: ensuring the user experience across voice, data and media-rich services to attract and retain consumer and enterprise customers."
The suite focuses on four primary areas of customer experience information: consumer-centric network optimization to address network capacity, reliability and coverage; radio network benchmarking for service quality assurance; consumer surveying and analytics for real-time quality of service data and customer care to offer problem resolution for premium-billing customers.
Read more here.
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ComputerTel, providers of IP call recording and quality monitoring software, have announced a partnership with mobile call recording specialists Obsidian Wireless.
This new partnership is intended to create an integrated "in box" mobile voice recording product, ComputerTel officials say: "Unlike other call recording products, ComputerTel's call recording system shares a core hardware platform with Obsidian's technology, which means that the Obsidian Mobile Interface Gateway simply plugs straight into the ComputerTel server, without the need for a separate interface."
Chief Operating Officer of Obsidian Wireless, Dave Brown, said the companies' two technologies are compatible and "form an integrated, combined product. But ComputerTel are not only a technology partner for us, they will also be acting as sales partner, to take Mobile Compliance Suite into new and existing client opportunities within their specialist fields."
Read more here.
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David Facer, senior product manager at inContact, a cloud-based vendor of contact center products, has offered a few tips for avoiding some of the most common problems, screwups and snafus associated with implementing IVR.
He's all for IVR: "Not only can you improve the quality of your customer interactions but also lower overhead by reducing the number of calls received by your agents as well as reducing agent burnout that often occurs when handling menial calls."
Create an IVR road map that prioritizes your targets, he advises: "typically whatever is causing your contact center the most pain, or the simplest project that will produce results -- and proceed one step at a time."
Read more here.
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If you're a small business, odds are good that you want to be able to communicate and collaborate efficiently, and would like to find less expensive but more reliable ways of doing so.
And for businesses with multiple office locations and consumer bases spanning the globe, well, it just gets more intense - as steady access to tools and reliable communications mediums is pretty much an essential element for survival.
In both cases, companies would do well to look into VoIP.
Read more here.
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The CallShop module offered by VoipSwitch is a server side callshop listener integrated in the VoipSwitch main application that uses a Web flash interface, and displays call status in real-time.
According to company officials, it's intended for callshops or, "facilities where a customer can step in and make international phone calls."
In addition, company officials noted that the phones are usually installed in cabins, or booths and after making a call or many calls, the customer comes to the cash desk where receives a bill for made connections.
With their offering, VoipSwitch officials say, regular phones are replaced by VoIP clients "which can be, for example, multiple lines FXS gateways, SIP/h323 IP phones - adapters - or even softphones installed on personal computers, such as in Internet cafes."
Read more here.


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