My previous post on this topic focused on the ability to queue Social Media posts into the contact center. This post will focus on providing a mobile application for your customers to contact you. The world of apps is growing everyday. Most companies have the need or the desire to...
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Category Archives: Innovation
Social Media in the Contact Center-part 1
Social Media in the contact center can be looked at in a few different ways; for this post I will be focusing on what can be done in the Contact Center (using Interactive Intelligence), and an integration to social media sources to queue tweets, Facebook posts and more. Part two...
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What’s on channel? Part 4
Continuing the theme of discussing channels outside of the main stream interactions of voice, email, web chat, SMS and social media I would like to present its use with managing remote service personnel. Yes there are software solutions that are designed for dispatch, inventory as well as building or facility...
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Real time Analytics vs. Post Call Analytics
Voice Analytics is and should be viewed as part of the Quality Assurance model in your company; and it is growing quickly. As companies strive to learn more about their customers and improve customer satisfaction the focus is now turning to the actual conversation. Quality Assurance has always been a...
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Working from home…does it work?
It sounds great, no commute, no one to bother you; but there are several considerations before making the change to working at home. First, obviously you have to work in an environment that allows you to work from home. At Avtex that is what we sell everyday so the transition...
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