Did you hear the latest news about two companies that have increased their customer service response times? That is what Austar, a leading subscription television provider in Australia, processing more than 2.4 million customer interactions annually and global BPO firm TeleTech have done and have realized significant productivity increases, reduced costs and improved customer care.
They did all this by deploying Cisco Contact Center collaboration solutions. Using Cisco® technology, AUSTAR reduced its costs by 11 percent and has increased its self-service transactions by more than 300 percent. TeleTech has improved delivery capabilities for both inbound and outbound services, decreased the average handle time for some of its largest clients, reduced contact center telecommunication costs and reduced launch time for new contact center associates from 45 days to 14 days.
With RIM’s introduction yesterday of Mobile Voice System 5 with voice over Wi-Fi calling powered by Cisco Unified Communications Manager, BlackBerry users at companies of any size will be able to use a single work phone number shared between their desk phone and BlackBerry smartphone to make and receive enterprise calls on their BlackBerry smartphone over a Wi-Fi connection.
With BlackBerry MVS 5, calls made through BlackBerry MVS are routed through the corporate phone system, which helps with adherence to company policies and enables potential savings on long-distance and international roaming charges. Employees also benefit from the convenience of a single work phone number shared between their desk phone and BlackBerry smartphone.
I’ve been blogging about iPads and iPhones and I’m sure many of you have wondered: “what about BlackBerry?” Well I have good news and a confession. The good news is that Cisco today announced a free downloadable client for Cisco WebEx Meeting Center on BlackBerry smartphones. The confession is that I’m a multiple device user – I do have an iPhone and an iPad, but I also have a BlackBerry. And since my Blackberry is funded by Cisco, that’s the device I use for company business like email and Single Number Reach. So I’m thrilled that the ability to easily attend a meeting on my BlackBerry is now available.
You can now attend WebEx meetings on your BlackBerry to collaborate with colleagues, partners and customers. I should clarify that we support the newer models of BlackBerry on OS 4.6. If your BlackBerry isn’t one of them, time to upgrade!
I’m always interested in finding out how companies are using our technologies to streamline the ways they do things and to save money. Creative Computing, Inc., (CCI) sells software and services, and president and CEO David Doucette will tell you that this business is no slam dunk. It is time-consuming and it can be expensive. Doucette is always looking for ways to remedy these issues.
Last month, while at VoiceCon Orlando, one of the premier collaboration conferences, I saw the most amazing demo showing how companies can more effectively reach their customers that are on sites like Twitter and Facebook. While over in Cisco’s Building 30 and with my trusty Flip minoHD camcorder in hand, I filmed our customer collaboration guru Tod Famous as he walked me through how this new technology can help financial services’ companies’ employees better reach their clients.