BY 2008, DATAMONITOR PREDICTS that the number of contact centres in EMEA will reach 45,000 and 15% of these will be multi-channel, using web chat, email and messaging in addition to audio and video services.
AS GROWTH ACCELERATES, contact centres are seeking new ways to use technology to improve their business processes, enhance the customer experience and increase sales and productivity. Legislation, good practice and the need for customer interaction analytics are all pointing towards strong growth in companies who need to record, manage and replay all media streams through which they communicate with customers. With this information in hand, contact centres can form a complete picture of their agents' efficiency and effectiveness, improving quality and their employees' skills.
WESTON DIGITAL TECHNOLOGIES' solutions have found a permanent home helping businesses run their contact centres. Our products are deployed across the globe assisting in the contact centre operations of clients in financial services, emergency services, transportation, utilities, local government and the gaming industry.
OUR CUSTOMER LOYALTY is founded on scalable, industrial-grade solutions that support the full information lifecycle across multiple media types. Our products are easy to use, and facilitate data mining through simple access and data drill down - important when a company is continually analysing customer interactions. Our quality management solution - Aspire QMS™ - helps contact centres improve performance, staff retention and first-call resolution through the innovative use of integrated Web-based agent analytics. Contact centres can also integrate their applications with the SYMPHONY™ product family using Symmetry™ to provide powerful integrated solutions.