#contactcenterworld, @optus

Sydney, Australia, Dec 12, 2017 -- Australian telecommunications company, Optus, has expanded the customer experience management solutions offered by its Optus Business division, launching a cloud-hosted package to improve clients' customer relationships.

Known as Customer Engagement Management as a Service, the package is built on the Verint Enterprise Workforce Optimisation suite and improves security of business interactions by capturing data about calls and utilising it to better the customer experience.

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"Competition has never been fiercer in Australia, fuelled by the arrival of well-known international brands and an increasing number of small businesses all vying for market share," said Cam Harris, director of Digital Business Solutions for Optus Business.

"In this environment, creating a stellar customer experience is critical to gaining a business advantage."

"The system summarises information so that a business can spot trends, optimise its products and improve customer engagement," Harris added.

"The platform also measures performance management criteria to indicate specific training for an individual employee to create better contact centre experiences for customers."

#contactcenterworld, @optus

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itwire.com