“Screen and voice recordings are essential quality management tools for any contact center, especially because agents nowadays are managing more and more sophisticated tools and media when dealing with customers.” – Chris Vuillaume, Vice President of Sales and Marketing at UniVoIP
EL SEGUNDO, Calif. (PRWEB) May 17, 2018
UniVoIP, a leader in Unified Communications as a Service (UCaaS) and Omni-Channel Contact Center solutions was named the winner of a Gold Stevie® Award in the Best New Product category in The 16th Annual American Business Awards®.
Stevie award judges declared Screen Recording a "very important resource for the sales, marketing and customer service environment of all businesses" and it is "a great feature with fast potential growth." Additionally, the judges stated that UniVoIP's "Omni-Channel Contact center will elevate the customer experience by unifying multi-channel customer information within a common queue and provide a seamless, contextual, real-time experience on any channel, at any time."
Founded on the principle that revenue generating opportunities drive digital transformation for most enterprises, Screen Recording powered by UniVoIP’s Cloud-Based Omni-Channel Contact Center Solution, is a new companion product that enables contact center users to achieve optimal quality of interactions through enriching customer experience with the multi-modal channels available to them. This new customer interaction intelligence product is a turning point in quality control enabling supervisors to boost agent efficiency by proactively addressing bottlenecks and identifying areas of improvement.
Screen Recording allows supervisors to monitor while listening in on a live call and/or view behavioral recordings of customer-agent interactions to evaluate, train, and address bottlenecks to improve agent competencies over time and optimize customer retention. By empowering contact center supervisors with Screen Recording, they are better equipped with real-life customer interaction scenarios, and can easily develop and implement training and business improvement plans with conclusive evidence.
The American Business Awards are the U.S.A.’s premier business awards program. Nicknamed the Stevies for the Greek word meaning “crowned,” the awards will be presented to winners at a gala ceremony at the Marriott Marquis Hotel in New York on Monday, June 11.
UniVoIP is a pioneering leader in robust Cloud-based VoIP and UCaaS (Unified Communications as a Service) solutions for medium to large businesses nationwide. UniVoIP offers enterprises integrated business communication platforms, multimedia contact center functionality, cloud-based collaborative tools, mobility applications, and a world-renowned suite of advanced IP phones including mobile integration. Powered by a team with over 40 years of experience, UniVoIP thrives for customer centricity delivering comprehensive UCaaS solutions to a variety of industries including education, legal, finance, nonprofit, real estate and healthcare.
About the Stevie Awards
Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Women in Business, the Stevie Awards for Great Employers, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 10,000 entries each year from organizations in more than 60 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide.
Sponsors of The 2018 American Business Awards include HCL America, John Hancock Financial Services and SoftPro.