Stockholm, Sweden, Sept, 2018 -- Teleopti, an industry provider for workforce management (WFM) solutions, is excited to receive the patent for a chat staffing algorithm. Teleopti’s chat resourcing calculations support contact centers in embracing digitalization with far greater certainty while efficiently meeting customers on the platforms they wish to communicate.
Chat is an ever-increasing part of companies’ customer service offerings so powerful, flexible staffing calculators are needed to accurately schedule which agents need to be working to optimally answer incoming chat conversations. Contact centers today must often schedule interactions via instant chat, but such staffing numbers are derived more from guess work and experience than fine-tuned calculations. This algorithm offers the ability to accurately staff chat channels and scale infinitely, becoming a power player for accuracy and efficiency as the contact center expands or its chat services scale up in size.
Research on chat staffing calculations has been a two-year mathematics doctorate project within the Optimization and Systems Theory division at KTH Royal Institute of Technology’s Mathematics department, in Stockholm, Sweden. The research has been conducted by Teleopti’s Research Engineer and PhD student, Göran Svensson.
Svensson said, "There have been previous works on the phenomena of parallelism but normally in the context of the processor sharing data services. The big difference between this and Teleopti’s new patented algorithm is that a service job in the processor sharing framework is of a known size as soon as it enters the queue whereas a customer’s service need is still of an unpredictable size. Generalizing the Erlang-A model to incorporate concurrency was the first step, this meant increasing the state-space of the problem. Analyzing and solving this problem in steady state was the second step."
Posted by Veronica Silva Cusi, news correspondent
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
Published: Tuesday, September 4, 2018
|1.)||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.
PH: +1 512-872-7565
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
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 Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
PH: (+61) 406 501 368
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672