Atio Corp has won the Best of Show award for CyberCall 3.0, the latest release of its all-media customer interaction software launched at the recent Computer Telephony Demo & Expo 98 in New York City.
CyberCall 3.0 offers traditional telephone access as well as e-mail, fax and interaction via the Web on one platform.
"CyberCall is one of the most sophisticated solutions available for call centres that are looking to integrate communications via several media on a single platform," says Rosanne D Ausilio, Ph D, president of Human Technologies, one of the judges responsible for the nomination and award of Best of Show. "What makes CyberCall shine is its intuitive and easy-to-use CSR interface.
From one application CSRs can answer telephone calls, e-mails and faxes and communicate with Web users. That is truly impressive. No more jumping back and forth between applications to perform different tasks. That is what I call humanising the call centre."
Atio invited show visitors into its booth for a live demonstration of CyberCall.
"We set up a real call centre with agents, supervisors; even virtual agents," says Christian Jensen, director of marketing for Atio. "Everything was wired up and live with no simulations or canned demos. Visitors could request a callback from a customer support Website, send an e-mail explaining a service issue, or put in a telephone call via an IVR system. They could experience how each interaction was delivered to our agents with the corresponding Website and customer information from a back-end database."
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Human Technologies
Human Technologies, located in Carmel, New York provides needs analyses, instructional design, and customised, world-class customer service skills trainings for front line, team leads, and train the trainers. Also available is university certification through Purdue University`s Centee for Customer Driven Quality. A practical champion of the human, Rosanne D`Ausilio`s book, "Wake Up Your Call Center: How To Be A Better Call Center Agent," a best seller in the industry, is available through Purdue University Press.
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