SESTEK, a leading conversational automation company specializing in AI-powered solutions, has joined QATC as a Silver Corporate Partner.
SESTEK’s Conversational Automation technology solutions of Analytics, Automated Quality Management & Virtual Agent, have been helping brands improve customer interactions and
business insights of contact center ecosystems for 23 years.
Yalim Eristiren, Regional Director of North America expressed his enthusiasm of joining QATC stating;
"Organizations like Quality Assurance & Training connection play a pivotal role in education, learning, knowledge sharing, & collaborating with peers on best practices. As our team expands our solutions to North America, we look forward to collaborating with QATC members, and will be kicking off such efforts with our speaking engagement at QATC’s annual conference in Nashville, TN Sept 26-28."
Conversational Automation solutions transform the way businesses operate. According to Aberdeen’s “The Intelligent Contact Center” study, AI-powered call centers witnesses a 2.4X increase in annual agent productivity and a 3.3X increase in annual customer retention rates. By leveraging AI, businesses can streamline call [...]
Global leaders in contact center solutions team up to deliver operational excellence, cost savings, and customer satisfaction.
Natterbox, a global innovator in contact center solutions, has announced a partnership with Playvox, a leading provider of Workforce Engagement (WEM) solutions that include AI-infused workforce management (WFM) software and Quality Management (QM) software. This strategic collaboration empowers contact centers around the world to navigate the complexities of planning, forecasting, and scheduling their workforce with ease, while maintaining operational excellence, reducing costs, and delivering exceptional customer experiences.
With customers increasingly demanding hyper-personalized experiences across multiple channels, contact centers face growing challenges in optimizing their workforce to meet fluctuating demand. By integrating Playvox’s cutting-edge WFM capabilities with Salesforce Service Cloud Voice, Natterbox customers can enjoy unparalleled efficiency and effectiveness in their sales and contact center operations.
According to recent studies, contact centers that utilize advanced WFM technology can experience up to a 25% increase in agent productivity and a significant reduction in costs. Through [...]
Series A Round from PeakSpan Capital Will Fund Investments in Quality Assurance & Agent Improvement Platform Capabilities to Serve Contact Centers of All Sizes
Middlesbrough, United Kingdom -- (BUSINESS WIRE) -- EvaluAgent, a contact center quality assurance and performance improvement software, announced today that it raised $20 million in a Series A round from PeakSpan Capital, a Silicon Valley and New York City based investment firm focused on growth-stage B2B software companies.
EvaluAgent’s feature-rich platform built by executives with decades of experience in the contact center enables organizations across the globe to evaluate every customer interaction on any channel and subsequently coach, train, and motivate agents so they can offer consistently outstanding customer experiences.
The persistence of remote and hybrid work post-COVID, coupled with a paradigm shift in the perception of the strategic value of the contact center, have accelerated demand for robust quality assurance (QA) and workforce engagement management (WEM) tools. As organizations seek to simultaneously maximize customer and agent satisfaction, EvaluAgent [...]
The world’s leading employee Performance eXperience Platform recently partnered with the respected professional organization to help support call center quality assurance and training teams.
New York, London, Tel Aviv, June 16, 2023 – Centrical, a global SaaS company, and the Performance eXperience Platform for frontline employees is pleased to announce its new partnership with QATC, an organization devoted to facilitating the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center.
Of this new partnership, Centrical CMO April Crichlow said, “Partnering with a revered organization like QATC makes perfect sense. Over the past several years, there has been a massive shift in how call centers do business, and this is especially true for quality assurance teams. QM processes are too often transactional, static, and disconnected from the overall employee experience, which prevents organizations from truly optimizing the data they have at their disposal. By connecting quality assurance teams, agents, and supervisors in a dynamic feedback [...]
Is your Training team ever spread thin? Do you often rely on your support staff, management or your top Customer Service Performers to assist in training, side-by-sides, peer support, and small group sessions?
We recently had small group sessions with our support staff and management to take a moment and revisit Bloom’s Taxonomy. Bloom's taxonomy is a set of hierarchical models used for classification of educational learning objectives into levels of complexity and specificity. It is frequently used to structure curriculum learning objectives, assessments and activities. The models were named after Benjamin Bloom, who chaired the committee of educators that devised the taxonomy. He also edited the first volume of the standard text, Taxonomy of Educational Objectives: The Classification of Educational Goals.
These sessions helped us share information to assist them by:
Sharing reminders and awareness of adult learning principles.
Making sure we don’t just stop at the Applyingsection of Bloom’s Taxonomy, but ensuring we incorporate the [...]
Contact center leaders to provide best-in-class AI and cloud-based workforce engagement solutions
SUNNYVALE, Calif., March 17, 2023—Playvox, the leading provider of Workforce Engagement Management (WEM) solutions for digital-first contact and support centers, today announced a strategic partnership with NeuraFlash, a leading AI and Consulting/ ISV Partner of Salesforce and AWS. Together, the companies will offer best-in-class integrated solutions leveraging AI and automation to transform customers’ cloud-based contact center workforce engagement experiences.
“Our customers are increasingly demanding workforce engagement to better manage their contact centers,” said Brett Chisholm, CEO of NeuraFlash. “It was clear early on that Playvox was the best partner for transforming our customers’ contact center experience. The company’s proven track record, deep industry expertise and workforce engagement, along with the tight integration to Salesforce solutions, combined with the power of AI, will be instrumental in achieving better business outcomes.”
“Following the Playvox partnership announcement with Salesforce in January, we are seeing accelerated demand for our solutions in the Salesforce and [...]
Customers can now access Playvox’s leading-edge workforce engagement solutions on Salesforce AppExchange
SUNNYVALE, Calif. — January 5, 2023— Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). Playvox solutions deliver a powerfully simple way to achieve efficiency and effectiveness in the contact center.
The collaboration enables Salesforce Service Cloud customers to more efficiently manage forecasting, scheduling, adherence, capacity planning and long-term scheduling within Salesforce Contact Center along with the ability to easily make changes in real-time, based on Playvox’s AI insights. The new and enhanced workforce engagement solution for Salesforce Contact Center is available on the Salesforce AppExchange. With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers.
“We’re honored to collaborate with Salesforce to bring new levels of efficiency and innovation to our joint customers.” says [...]
Total Quality Leverages Innovative AI and Automation to Drive Significant ROI While Reducing the Operational Effort to Manage Comprehensive Quality Programs
Engage 2022, ORLANDO, Fla., June 14, 2022 — Verint® (Nasdaq: VRNT), The Customer Engagement Company™, today announced Verint Total Quality, a strategic, holistic approach to elevating quality across the enterprise, driving employee engagement, performance improvement, compliance adherence and an overall exceptional customer experience. The announcement was made during the company’s Verint Engage 2022 customer conference.
Organizations find it more difficult than ever to deliver the desired customer experience as they grapple with new workforce dynamics, ever-expanding customer engagement channels, and exponentially more consumer interactions – all with limited budget and resources. This creates an Engagement Capacity Gap, making the need for breakthrough quality management approaches essential.
With traditional Quality Management solutions, organizations monitor and evaluate only a small sampling of interactions ranging between one and three percent, which surprisingly excludes the customer perspective. As a result, companies can see and [...]
New Integration Combines Verint Compliance Recording with Zoom Phone and Zoom Meetings
MELVILLE, N.Y. ,
Verint® (NASDAQ: VRNT), the Customer Engagement Company™, today announced the availability of its new compliance recording integration with Zoom. This integration will help heavily regulated businesses centrally capture, retain, analyze, and retrieve communications from Zoom Phone and Zoom Meetings scenarios – including voice calling, video meetings, and screen sharing. Verint’s Compliance Recording native integration with Zoom helps organizations leverage the latest digital collaboration channels while enabling compliance with industry regulations and international banking standards.
“For decades, traditional on-premise PBX systems were used to support the compliance requirements in regulated markets. Today, UCaaS and cloud-based collaboration solutions are increasingly replacing these traditional systems for this purpose,” says Verint’s John Bourne, senior vice president, global channels and alliances. “The new Verint Compliance Recording integration with Zoom now enables [...]
Conversocial Acquisition Will Enhance Verint Customer Engagement Platform with Additional Social and Messaging Channels and Further Expand its Conversational AI Capabilities
MELVILLE, N.Y., August 10, 2021 – Verint® (NASDAQ: VRNT), The Customer Engagement Company™, today announced the expansion of the digital-first capabilities of its cloud platform through the acquisition of Conversocial. With this expansion, Verint’s market-leading conversational AI provides brands the ability to orchestrate customer journeys with a connected experience across their channels of choice.
The acquisition will expand Verint’s robust support for digital customer engagement with connections to most of the commonly used messaging channels, including Apple Business Chat, Facebook Messenger, Twitter, WhatsApp, and more. Conversocial helps leading brands such as Google, Sephora, British Airways, and Hertz build and scale relationships via the personal touch and convenience of social messaging.
In recent years, customer conversations have shifted from public social channels to one-to-one personalized messaging and brands are increasingly looking for ways [...]