Auomated survey email generation capability now available

A new feature is available for clients that take advantage of CSI’s automated survey offering.  Call center management can now receive email notifications with specific feedback from customers that have had unsatisfactory caller experiences. The emails are automatically generated based on business rules that can be customized for each client situation.
This new feature gives call [...]

Emergency/Disaster Support Feature

The CSI IVR Solutions Manager (ISM) now has a module that supports two emergency protocols for a disaster: route all transferred calls to an alternate call center or force open/close a call center.  Via an internet browser, a Call Center Manager can log in to CSI’s secure ISM tool and force calls to be routed [...]

Convergys Intervoice Acquisition Thoughts

On Wednesday, Convergys announced that it had acquired Intervoice. Many of our customers and partners have asked us for our thoughts on the acquisition.  We are very excited about this transaction for the following reasons:
The acquisition validates the market trend that positions contact automation as the most critical technology in the call center.
This acquisition signifies [...]

Blending Self-Service and Live Agents

Donna Fluss of DMG Consulting presents good reasoning on how companies should consider blending self-service and live agents in an article on CRM Xchange.
Here’s an excerpt:
Investments in self-service applications have skyrocketed during the past two years, as companies large and small are building or enhancing self-service solutions. More than one company has called me to ask for assistance [...]