TouchStar Call Centre Software has integrated the NMS next generation Multimedia Application boards with their TouchStar Connect call centre system for customers in the UK.

The advanced design capabilities of the NMS boards offer several features such as Speech Recognition & Text to speech using MRCP standards, Voice XML to enhance IVR capabilities and 3G video. Moreover, the high density boards also decrease platform cost by reducing the number of servers required, reduce energy consumption and decrease the possibility of platform failure.

Since VoIP is used, multiple contact centres can be managed from a single console. This allows agents to sit in disparate locations all connected to the same server, giving the added flexibility of working from home.

Customers can expect cost-effective expandability for both inbound and outbound customers. Besides, the system can also backward integrate with all existing TouchStar products.

The Noble WFM is a new powerful workforce management system that offers a robust and affordable forecasting and staffing management solution that is easy to deploy for centres of all sizes.

The  contact center software can acurately forecast call volumes, leverage flexible scheduling processes including both call and non-call activities for call centre and back-office personnel, and produce reports that measure agent and centre performance. 

According to a company press release, the benefits of Noble WFM for  a call centre are:

1) Add instant value to your contact centre by receiving better information to make faster, more informed decisions

2) Automate the tedious process of forecasting call volumes and agent scheduling

3) Manage your workforce across multiple contact centres and locations

4) Optimise your workforce at a fraction of the cost and significantly build profitability

5) Increase productivity by ensuring that the right skills are in the right channels at the right times

6) Improve communication between agents and supervisors to view schedules, monitor performance, and streamline common tasks
 
The software is offered as an integrated component of the unified Noble Solution suite for inbound and outbound customer communications, including predictive dialer, ACD, recording, IVR, messaging, desktop and workflow design, monitoring, and reporting.

Storacall has launched PERSPECTIVE, a software product aimed at helping trainers and supervisors to improve call handling and customer service through live support, monitoring and real-time coaching of agents.  

The launch of this call centre software is timely considering the growing need to cut costs, which had resulted in lower levels of customer service. The new software will help call centre managers by providing them with improved control of staff, reduced complexity and faster response and resolution of escalating sessions, which should lead to more successful call outcomes.

The software includes features such as broadcasting of training material, the ability to conduct live group training from the agent’s desktop and real-time supervisor monitoring and support as well as whisper coaching and remote control of agent desktops.

The newly introduced 2008 Enterprise Call Center System from TouchStar features a new load balancing and multi-threaded software architecture, expanded network and signaling compatibility, new redundant hardware architecture, as well as support for NMS Communications Open Access carrier class media processing platform.

TouchStar can now support thousands of call center agents situated worldwide on a variety of networks. The company is guaranteeing that the new call center system can cut costs for clients. To demonstrate that is no hollow claim the company has given away one call center system away for free.

The combination of the new call centre software and NMS’ carrier class hardware provides high reliability and scalability. The systems can meet the connectivity, flexibility, and performance requirements of new applications such as VoIP gateways and IP media servers.