ContactCenterWorld.com spent some valuable time with Alex Sauickie of Billtrust and discussed his participation in the Top Ranking Performers Awards in Orlando. Sauickie sees it as the most important networking opportunity of the year.
If you are interested in hearing best practices at the 2014 Top Ranking Performers 'Best in the World' Conference taking place 10-14th November in Las Vegas, U.S.A. (details here www.contactcenterworld.com/conferences/?confarea=GLOBAL)
ContactCenterWorld.com: Did you have a great week?
Alex: A great week, as always.
ContactCenterWorld.com: Why do you find value in coming to these conferences?
Alex: This is actually my third company where we have brought folks to this conference. The primary reason is we do like the networking side of it. We go to other conferences as well, but this one clearly I’ve seen as the best networking conference we have been to. Some newer guys, they’re just starting to kind of grow into their roles, a little bit more senior roles than they have had previously, and networking is pretty important at that point. We also come, obviously, to talk about our company, what we do, how we do it. Even if we don’t win an award, which is always nice, we like to hear about things that we could be doing better. We take a lot of notes and we bring them back and try to apply them when we get back.
ContactCenterWorld.com: It is nice to share a room with so many passionate individuals, and really that is what this event is all about. 66 presentations, that is a high number and it is all best practice, wouldn’t you agree?
Alex: Oh yeah, absolutely. We will have a debrief when we get back, with all the notes, that between the 3 of us, we have taken quite a bit, and learning from the best we are really impressed with most, if not all the people we meet here. They have been very forthcoming with what works and what doesn’t work for them, and we think that there is a lot we can take back from this conference, and we will apply it and bring it back to our team in New Jersey.
ContactCenterWorld.com: So what, in your estimation, is the return on investment from coming to this particular conference?
Alex: It’s a no brainer, the conference itself isn’t that big an expense, it is usually at a place that is easy to get to. Orlando is one of them clearly, and it is a minimal investment for what we get because the lessons learned pay for themselves in weeks. Some of them are low hanging fruit items that we have to think about, and those have an immediate payback. Some are a little bit more strategic, some require a little bit of investment in order to make them happen, but typically things like that, including the way people use technology, some of the training practices that they have, even if they are an investment they tend to pay back pretty quickly.
ContactCenterWorld.com: What would you say to somebody who has never been to this event?
Alex: I would strongly consider it. Again, I think that it is a pretty low investment for the return. Using me as an example, this is my third company. I have been at this company for about a year and a half. The first year, we could have been here, but I gave it the first year to really evaluate the company, where we were, and kind of level set. Once you do that, if you are new to a company, I would highly recommend coming here because you can learn a lot and take it to the next level.
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You and your company can learn from industry leaders on how to increase performance and productivity, avoid HR challenges, improve customer service and much more. Don't miss out on this amazing learning and networking opportunity! Visit www.ContactCenterWorld.com/conferences for conferences. For more information on how you can take part in this prestigious and sought after awards program for the best of the best in the industry visit www.ContactCenterWorld.com/worldawards.
The Contact Center World winners will share their best practices on 10-14 November, at the ninth annual Global Best in the World conference in Las Vegas, Nevada. www.contactcenterworld.com/conferences/?confarea=GLOBAL
Billtrust™ is dedicated to improving the billing process for our customers, saving them time and money. We have developed state-of-the-art products and services designed to simplify the billing process. Our knowledgeable staff has experience in paper billing, electronic billing and payment, customer service, operations, and IT. We have developed a unique suite of outsourced billing solutions. This comprehensive solution includes outsourced paper billing, fax billing, email billing, hosted online billing (EBPP & EIPP), and a web-based bill archiving and customer service tool called CustomerCare. Billtrust has earned the reputation as a trusted provider of comprehensive, next-generation outsourced billing services for corporations in a wide variety of vertical markets. We have partnerships with more than a dozen software companies, buying groups, and trade associations who have selected Billtrust as their recommended billing service provider.
ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
Published: Thursday, September 18, 2014
2Ring Dashboards & Wallboards
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Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly.
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|3.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
|4.)||Call Tracking Metrics|
Automate insights from all your customer communications
There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.
Use conversation analytics to:
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CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.
With CallFinder, you get…
100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
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Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
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All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient
Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf
PLUS ! Automated extracts
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Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
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Contact center Analytics and Metrics
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CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!
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CSAT.AI provides granular details by issue (delivery delay etc) or agent score.
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With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.
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SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
Social Media Analytics
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Key the activities involved:
Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
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Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
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Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.