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News : Leaptree Announces Skills Integration Feature for Service Cloud Workforce Engagement on Salesforce AppExchange

#contactcenterworld

Dublin, Ireland, Aug. 18, 2021 -- Leaptree announced it has launched an integration with Skills management and Workforce Engagement as part of Salesforce Service Cloud on AppExchange.

Leaptree Optimize is already trusted by Call Center and CX teams around the world who use it to identify customer service issues and resolve performance bottlenecks with dynamic QA scorecards and real-time dashboards. With this latest integration, Optimize evaluators can run dynamic quality assessments against agents, whereby the volume of assessments is determined by their skill level within the organization.


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"The new Skills integration features within Leaptree Optimize is a major move forward for Service leaders, who can now assess CX Agents according to their skill level as they progress through the organization" said Neil Young, CEO and Co-founder at Leaptree, "This gives Service leaders more confidence within their quality assurance programs that span their multi-tier customer engagement teams – all 100% within the Salesforce platform."
"Leaptree Optimize is a welcome addition to the Service Cloud Workforce Engagement ecosystem," said Melissa Matross, SVP of Product Management, Service Cloud. "This expansion of Service Cloud Workforce Engagement enables customers to remain resilient and agile and deliver high-quality service from anywhere with a complete contact center solution -- all on one platform."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.newswire.ca


About Leaptree:
Company LogoLeaptree is a Revenue Performance Platform that's 100% native to Salesforce. It builds cloud-based software to connect and align the revenue workforce for optimized productivity and performance. Leaptree is an affiliate company of Pexlify Enterprise Solutions.
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Today's Tip of the Day - Do You Divert Calls Between Offices?

Read today's tip or listen to it on podcast.

Published: Thursday, August 19, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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