Aspect and Nexidia Partner, Acme Packet and HP ACI, Hamad Call Center Improvement, Restaurant Order Call Centers

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David Sims
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Aspect and Nexidia Partner, Acme Packet and HP ACI, Hamad Call Center Improvement, Restaurant Order Call Centers

Recently Aspect, which sells customer contact and Microsoft platform products, announced a collaboration with Nexidia to "integrate speech analytics into its interaction management and workforce optimization" offering, with the idea to provide a tool to improve customer service.

The way Aspect officials explain it, their optimization platform will work with Nexidia’s Evaluate platform to help companies break down and sift customer-agent dialogue and analyze what are the most relevant customer inquiries, issues or initiatives. Adding Nexidia Evaluate, Aspect officials say, the tool's users "can also betteruse speech analytics across the entire enterprise.

Read more here.

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Acme Packet also recently announced that its Acme Packet Net-Net SIP Multimedia-Xpress will be integrated with the HP Actionable Customer Intelligence portfolio, rendering the HPproduct able to use the sort of IP Multimedia Subsystem tools to do such things as lower the total cost of ownership, "break down associated complexities, provide increased scalability, and support a faster time-to-market."

Dino Di Palma, chief operating officer at Acme Packet, said that yeah, handsets and LTE are making mobility more of an option for more employees, "yet many IMS deployments are overwhelmed by complexity and are often too costly to quickly scale." The problems have been that a) it's been highly expensive, and b) it's sometimes just too complex, especially for SMBs without in-house IT capability.

Read more here.

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​Hamad General Hospital officials say they're trying out a call center services fixed time appointment system for the outpatient department, to shorten waiting times for patients and, in the words of hospital officials, "give priority to the most urgent cases." The HMC's Center for Healthcare Improvement and HGH are working together on this project, as the new system lets patients book, reschedule, or cancel their appointment by phone, instead of having to visit the clinic.

Which yeah, is great progress. One's almost surprised such a system wasn't in place before now, but the improvement will be welcome, no doubt.

Read more here.

 

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Finally, an appropriate use for some Indian call center personnel with particularly thick accents: Taking orders at call centers handling Indian restaurants.

Stellar Restaurant Solutions, Colorado Springs-based “a fusion of two companies -- an international call center organization and an innovative restaurant company," The company handles calls from customers who called a restaurant to order, and are "probably not aware that their order is being placed at a call center, but they will notice that the service has gotten better than past experiences where they were placed on hold for a lengthy time by a frustrated host."

The order is then relayed quickly to the kitchen. 

Read more here.

 



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