Metrix, LLC, the field service software company, is proud to announce the availability of its latest service automation software release, Metrix 5.3, with enhanced features that help companies increase call center productivity and service business profitability.

One key new feature in Metrix 5.3, the Call Center Wizard, increases ease and consistency of data capture on incoming service requests through intelligent question and answer. This step-by-step guide helps service agents capture caller details, select the right parts, schedule appointments and collect payments up front.

“Metrix customers spearheaded this product release and already implemented many of these enhancements with significant payback,” said Tom Bowe, VP Engineering of Metrix. “For example, the ability to process a credit card immediately after booking an appointment has improved customer cash flow and reduced the number of reschedules.”

Source:http://www.fieldtechnologiesonline.com/article.mvc/New-Metrix-Software-Increases-Call-Center-0001

John Hitchcock has joined Objectiva Software Solutions, the premier specialist providing software development outsourcing services with engineering based in the U.S. and China, as vice president of sales and marketing.

He holds a vast experience in global software product engineering that includes helping U.S. and E.U. companies assess high impact software development and support centers in China, India and Eastern Europe.

Before joining Objectiva, Hitchcock was vice president of marketing at the international technology service firms Symphony Services and GlobalLogic, where he managed marketing, alliances and sales operations. He also held marketing and sales management positions with ClearCube Technology, Cambridge Technology Partners and General Electric.

“I’m delighted that John has joined our team. His hands-on understanding of the different software product engineering capabilities found in China, India, Ukraine and other global points will prove invaluable to our clients,” Robert Corace, president of Objectiva, said. “His pioneering work with distributed Agile (News – Alert) development and understanding of how to help innovative companies rapidly and economically introduce new software products and customer facing web properties integrates well with Objectiva’s history of successfully delivering software engineering outsourcing services from China.”

To help them augment their internal software engineering capabilities through collaborative partnerships with Objectiva’s experienced software architects, developers, and testers, Hitchcock will work closely with the company’s clients. The clients of Objectiva include innovative ISV, SaaS (News – Alert) and cloud companies, and mobile, telecommunications, insurance and financial services corporations.

Objectiva is headquartered in San Diego and has its facilities in San Francisco, Atlanta, Indianapolis, Boston, Beijing and Xi’an, China. The company augments client’s internal software engineering resources with teams run by the company’s U.S. based technical leaders, each with multiple years of experience in managing global software development – eliminating the burden on the client.

The company also has a niche in providing the full spectrum of software product engineering across the product development lifecycle. Also, unlike other U.S. companies that have formed loose, third party contracting partnerships with China based technologists, Objectiva’s in-China engineers are employed directly by Objectiva. Consulting to its clients on China market entry supporting product sales, distribution and support is also provided by the company.

Hitchcock, vice president of sales and marketing explained: “Objectiva’s value proposition to North American and E.U. clients combines software product engineering specialization; distributed Agile development expertise; U.S. incorporation insuring strict regulatory and legal compliance; direct, not third party, management of the company’s China based engineers; cost savings and delivery quality built on the experience that comes from nearly a decade in China. I’m excited about this opportunity to help Objectiva continue to provide value to our clients.”

Source:http://call-center-software.tmcnet.com/topics/call-center-software/articles/108404-objectiva-software-solutions-appoints-vice-president-sales-marketing.htm

One concept causing a good deal of debate these days within various circles is Unified Communications (News – Alert). While it may seem like a new term to some, elusive to define to others, the UC approach to business has been around for years within call centers. Progressive, forward-thinking companies are implementing platforms to integrate technologies and communications that streamline — and even automate business processes to better serve the customer base.

Without question, such an approach makes perfect sense in the call center, though not all companies have taken advantage of the benefits beyond this division to provide leverage to the rest of the enterprise. One example – employees across all divisions and at all levels can benefit from the implementation of call routing software. When the call center and the rest of the organization collaborate on customer interactions, optimal management of the interaction is applied and everyone wins.

Robust call center software provides the tools necessary to schedule knowledge workers or determine the availability of support. Customer interactions can use rich presence, integrated with calendaring to improve the overall interaction. All interactions can be monitored and captured within the call center software solution for review and archiving.

One benefit to the organization by taking the call center software solution beyond the center walls is throughout customer service. If a customer calls with a specific problem that an agent cannot address, the ability to reach an engineer by checking his presence state is extremely valuable. The connection is then made according to the media type available and the engineer is invited into the call to achieve resolution.

Efficiency has been streamlined through Presence – which enable contact center and customer service reps to see if a colleague is on the phone, on a break, or available to take a call. And, this new technology provides functionality that enables agents and reps to work remotely, during inclement weather, or in case of emergencies. Another area of benefit is within the sales department. Agents rely on call center software to provide them access to real-time information they need to support customers making a purchase decision. If a customer has a question the agent cannot answer, the agent can easily determine the availability of an expert via chat and get the answer needed to resolve the issue in one call.

In fact, with Zeacom (News – Alert) call center software, Web Chat Queuing empowers agents with the tools to simply type the internal expert’s name into the Phonebook slider, where they are able to see their presence. They can even type in a department name, and view all the available members of that department. From there, they just drag the contact name into the chat.

Contact Center Agents and Customer Service Representatives must be empowered with increased visibility on call queues. These advanced call routing capabilities will usher in a new sense of teamwork, not to mention the improved service that is now given to callers.

Accounts Receivable/Collections is another department that can benefit from integrating Unified Communications functionality into their call center software. Picture this – an agent contacting the customer may be able to expedite the process until a question arises that he or she cannot answer. Once again, the proper individual is found – seamlessly – through the call center software application and the issue is quickly resolved.

Unified Communications solutions from Zeacom take advantage of such capabilities in order to allow companies to better communicate with their customers. UC solutions not only raise operational efficiency, but also increase customer satisfaction.

Interactive Voice Response capabilities, for example, provide a measure of cost control while helping callers reduce the time spent on the phone for inquiries that do not require a conversation with a representative. Automating processes through these solutions enables organizations to not only reducesOPEX ( News – Alert), but access a platform which to introduce new revenue generating services.

Zeacom offers the proven solutions that companies need to take the pain out of communications. With Zeacom, organizations gain access to real-time communication and eliminate delays for customers on hold waiting for the appropriate representative.

Source:http://www.tmcnet.com/channels/call-center-software/articles/94516-unified-communications-beyond-call-center-software.htm