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A better user experience leads to better business results - Nuance - ContactCenterWorld.com Blog

A better user experience leads to better business results

Today, many (if not most) companies face many different challenges in managing IT infrastructure, including systems, applications and hardware. This is especially true when it comes to their fleets of printers, scanners, and multifunction printers (MFPs) as well as any related software or workflow solutions.

To be more specific, these challenges can include:

  • Inconsistent user interfaces: We have all probably experienced this firsthand – the case where we are forced to adapt to a poorly designed, inconsistent or non-intuitive user interface (UI). It can be a significant issue: Bad UI experiences can lead to low adoption rates, more reliance on training services, decreased productivity and even a disengaged workforce.

 


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  • Different technologies, inefficient workflows: Large companies today tend to have many different brands of printers and MFPs, each with their own operations, interfaces and ways to use them. This alone can make it difficult for users to perform important tasks, such as document capture and workflow, where an employee might copy an important document and automatically send it to a central repository. As a result, the entire organization misses a significant opportunity to increase productivity, efficiency and users’ morale.

 

  • Security and compliance risks: Printers actually pose a significant security risk, and now, companies of all sizes are under new pressures to comply with stringent data privacy regulations, such as GDPR. At best, it’s a difficult, time-consuming process. At worst, security breaches can lead to fines, lawsuits and long-term damages to the company’s reputation.

 

Or if companies are still relying on outdated technology – especially older printers and MFPs – they may have a much hard time managing and securing their entire IT environment. As a result, they may be subjecting themselves to even more security risks and potential compliance issues.

A whole new (user) experience

The good news is that there are extremely effective ways to overcome all of these challenges, and in doing so, provide better user experiences, workflows, and security.

For example, external terminals, such as the new Nuance® Edge™ for Copitrak terminal, already provide a much better UI and enhance the speed, functionality and quality of related processes, such as scanning.

It’s an important advantage, especially when you consider terminals like this unify the overall experience, which could be different – and confusing – from device to device. For example, according to recent research from Salesforce.com, 83 percent of users report that “a seamless experience across all devices” is extremely important to them.

By giving employees a unified – and much better – UI, external terminals no longer “force” users to adapt to the different screens and steps they’re sure to find in a mixed-MFP environment. This alone helps employees work much faster, smarter and more effectively.

Better, more intuitive UI can also help employees with critical work task such as scanning. For example, today’s external terminals can provide powerful tools to fine-tune resolution, DPI, contrast, brightness, auto-color correction and more. These features and functionality help minimize time lost in steps like post image processing, saving time and freeing employees to become much more productive.

And when it comes to security, external terminals such as the Nuance Edge come installed with the latest Windows 10 operating system and other security tools. This helps any organization administer the latest network security polices to improve overall security and compliance efforts.

Source: http://whatsnext.nuance.com/office-productivity/a-better-user-experience-leads-to-better-business-results/

Publish Date: November 29, 2017 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



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