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With Voice activated personal assistants becoming the new user interface of choice in our homes and cars, it’s only natural for enterprises to focus on voice interface technology as a customer engagement channel.
Analytics Today Innovative solutions that deeply integrate voice (AKA contact center telephony) into service management platforms, like 3CLogic and ServiceNow’s combined offering, allow enterprises to gain unparalleled visibility into customer-agent (or virtual agent) engagements, extracting valuable data and putting it to work.
Valuable data is mined and presented in 3CLogic’s consolidated reports and dashboards seamlessly integrated within the ServiceNow platform. Thanks to a flexible, configurable framework, Contact Center Supervisors and Managers can easily customize, filter, and drill-down into communication data points with an easy-to-use, drag and drop interface and view them alongside ServiceNow reports. Performance of individual agents as well as the contact center itself can be measured using metrics that include:
Number of inbound/outbound contacts attempted
Connection rates and average talk time
Quantity abandoned and transferred calls
Agent status/availability (available, busy, away)
Wrap up-time, handle time
Where It’s Headed (and will arrive soon!) 3CLogic is taking customer engagement visibility with ServiceNow to the next level with enhanced real-time supervisor dashboards and wallboards providing access to more KPIs for a complete view of activity, including:
RONA (Rang at least one agent and were not answered) or missed calls
Current queue wait time
Wait time between calls
External Transfer
Call backs
Handled Count
Total Talk Time
Total Wrap Time
DNC
And more
In addition to real-time data enhancements, 3CLogic is digging deeper into voice to offer new sentiment analysis, bringing the Knowledge18 Hackathon win to life!
In the past, visibility into voice conversations between customers and customer service agents had been limited to the notes that the agents enter, or do not enter, after a call ends and data is logged into ServiceNow.
The soon-to-be revealed sentiment analysis capabilities will provide unprecedented visibility into a conversation as close to real-time as possible, assign sentiment such as positive, negative and neutral ratings and drive automated tasks based on the analysis.
Unlocking these valuable insights and acting upon them leads to improved customer experience, increased customer loyalty and contributes to real business transformation. Organizations are increasingly taking these necessary steps to become truly customer centric – and you should too.
Where Can I See It Live? 3CLogic will unveil its newest inbound/outbound activity dashboards, wallboards and sentiment analysis capabilities within ServiceNow at upcoming NowForum and NowSummit events.
Click here to see the dates and locations most convenient for you – we hope to see you soon!
Freemate headsets, and sanitary solutions for headsets Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.
We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.
We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
2.)
Comfort Telecommunications
Smith Corona Headsets 3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
3.)
Headsets Connect
Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.
4.)
Headsets123
Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.
Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.
5.)
Jabra
Jabra Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
6.)
JPL Telecom
Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.
Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.
Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
7.)
Leitner Headsets
Contact Center Headsets Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.
Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.
8.)
Unicom Services Ltd.
Contact center headsets and conference solutions Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.
Products and Services: * Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.
* Conference systems - audio video terminals, personal and group multipoint conferences.
* Video conference software for contact centers and offices.
* Unified Communication Solution.
9.)
Xiamen Mairdi Electronic Technology Co., Ltd
Call Center Headsets Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world. Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
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