In the previous issue of the “Envoy® Updates” article ( Building a “Better” Soft Phone, Part Four ) covering the Envoy® Soft Phone (ESP) advanced features I had stated “…as a teaser, consider that ESP communicates with Envoy® Server and that one of the plugins available among standard plugins is the Envoy® Reporting plugin …”.… Read More: Envoy® Updates – Envoy® Reporting Plugin »
My mother always told me “key performance indicators are the answer to understanding your business and maintaining efficient applications and systems” or was she the one that used to tell me “always wash behind your ears”? Hmmm, not sure which but both are excellent advice. So what is a Key Performance Indicator (KPI)? Well,… Read More: Envoy® Updates – Introducing ERA-Envoy® Reporting and Analytics »
In the previous three “Envoy® Updates” articles covering the Envoy® Soft Phone (ESP) we looked into performance advantages ( Building a “Better” Soft Phone, Part One ), efficient business use case adaptation ( Building a “Better” Soft Phone, Part Two ) and the slick user interface features ( Building a “Better” Soft Phone, Part Three… Read More: Envoy® Updates – Building a “Better” Soft Phone, Part Four »
In the previous two “Envoy Updates” articles – Building a “Better” Soft Phone, Part One and Building a “Better” Soft Phone, Part Two – the technical feature set of the Envoy Soft Phone (ESP) was listed and explained. Before continuing in the technical arena, in this third article, let’s instead take a look at… Read More: Envoy® Updates – Building a “Better” Soft Phone, Part Three »
In the previous “Envoy Updates” article – Building a “Better” Soft Phone, Part One – the feature set of the new VEXIS Envoy® Soft Phone (ESP) was being described and (when possible) compared with the feature set available from most softphone vendors. So far, the topics covered – Event Driven (push model), Event Subscription, Event… Read More: Envoy® Updates – Building a “Better” Soft Phone, Part Two »
So, a few months ago the VEXIS Voice discussed the benefits of CTI in the article Contact Center Technology – So What!?! Let’s Talk Benefits! Let’s Talk CTI! One of the many benefits profiled was screen pop technology. If you recall, a main benefit of screen pops is “hard” dollar savings in the reduction of… Read More: Call Center Technology – Making Your Screen “Pop!” »
The concept of the “soft phone” has been around a long time – so why do they all still look the same (boring) and why do they still support basic call control only? Sure, you can put software running on your agent desktop that offers some call control functionality, and maybe it even incorporates a… Read More: Envoy® Updates – Building a “Better” Soft Phone, Part One »
When you decide to build a speech-enabled IVR application you hear a lot about the Voice User Interface, or VUI, and the process of designing it, which we call VUI Design. You hear that good VUI design is a critical success factor for your speech application. So you’d like to know a little more about… Read More: Data-Driven VUI Design – Look to “The Data” »
With all the contact center technologies available today to make your contact center more efficient, more customer friendly, more productive, and well, just more; how do you know what YOU need? Further, how do you know if it really does make your contact center more efficient, customer friendly, or productive? Maybe you have an IVR… Read More: Contact Center Technology – How Do I Know and Where… »
At VEXIS Systems, we take pride in our knowledgeable and well-trained staff of support technicians and constantly strive to provide our customers with 100% satisfaction when resolving an issue. While product knowledge and continued training and education are key factors in the success of our support group, the core of our expertise lies in problem… Read More: Troubleshooting Tactics – Part 1 »