Presence Technology Interview at SpeechTEK 2016 Regarding Customer Engagement Center

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Worldwide Leading Contact Center Solution Provider Presence Technology sponsored SpeechTEK 2016 which took place May 23-25 at the Omni Shoreham in Washington DC. Watch Interview video from Paul Dickinson, NA VP Presence Technology

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The main benefit for companies of using a Customer Engagement Center is to increase Customer Loyalty while at the same time helping Contact Centers to become a proactive income generator.

Worldwide Leading Contact Center Solution Provider Presence Technology sponsored SpeechTEK 2016 which took place May 23-25 at the Omni Shoreham in Washington DC. Paul Dickinson, Presence Technology North American Vice President spoke and delivered a Presentation on “5 Customer Engagement Strategies to Improve Customer Satisfaction in your Contact Center”.

Additionally in an interview at SpeechTEK 2016, Paul Dickinson explained the difference between Customer Engagement Centers and Call Centers (Inbound Calls) together with its main benefits. Paul described how the Customer Engagement Center is adding value and helping serve the Customers as an “all-in-one solution” integrating the different communications channels (chat, e-mail, voice, etc.) in a unique customer-centric approach.

The Customer Engagement Center is part of an overall strategy, a complete methodology with defined processes (data and KPIs) well organized to build an effective relationship with customers. Call Agents are totally empowered to handle different customers’ interactions anticipating their real needs.

The main benefit for companies of using a Customer Engagement Center is to increase Customer Loyalty while at the same time helping Contact Centers to become a proactive income generator.

Presence Technology provides a complete Customer Engagement Center to personalize each interaction. The All-in-one Suite is easy to implement and use, cost-effective and simple to manage. This industry-leading solution can help companies to:

  • Increase productivity without jeopardizing service quality (Inbound/Outbound capabilities)
  • Reduce Average Handling Time (AHT) and increase the rate of useful contacts (Scripting)
  • Improve Intelligent Routing automation to help balance contact volume and manage call blending (Self-Service IVR Capabilities, IR)
  • Generate Real-time metrics, performance dashboards and interaction monitoring (Recording, Reporting)
  • Accelerate return on investment (ROI) reducing costs and increasing benefits by optimizing resources (Predictive Dialer)

Visit the Presence Technology Youtube Channel to watch the full interview of Paul Dickinson at SpeechTEK 2016.

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Fabienne Ducarouge
Presence Technology
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