NeuralAct will launch Version 6 of the AgentCARE product suite at the Customer Contact World Exhibition, 10-12 July at the Dome, Northgate.
NeuralAct`s AgentCARE software allows contact centres to harness the power of integrated contact management, workforce development and workforce management products into one centrally managed application. The product suite is focused on helping users handle multi-media contacts, develop the full potential of agents and optimise the operation of contact centres within a web environment.
"In a world where customers demand excellent service the ability to effectively handle contacts and resolve incidents can mean the difference between retaining or losing a customer"` says LLoyd Rabie, NeuralAct CEO. Agent development starts with recruitment and continues through performance assessment and training. AgentCARE Workforce Development ensures an integrated approach between these functions. It bridges the gap between traditional enterprise resource planning products and the unique requirements that the contact centre environment places on recruitment, training and performance assessment. Managers are able to effectively train and manage agents thereby reducing both operational costs and churn rates. "People are our passion, therefore the focus on agent care, development and retention is vital to our business", says Rabie.
AgentCARE Workforce Management provides contact centre managers and supervisors with a powerful management tool to easily predict future contact volumes, optimise resource allocation and track real-time contact centre performance. Utilising neural network technology, this product analyses patterns and trends in contact volumes to provide incredibly accurate predictions of future contact centre activity. Taking these predictions into account, resources can effectively be allocated in a multi-media, multi-site and multi-skilled environment taking both business requirements and agent preferences into account. "Contact centres have become an inarguable part to companies and unless done properly it can severely damage your business", says Rabie.
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NeuralAct is a software development company that concentrates on the design and implementation of leading-edge call center software. NeuralAct was founded in South Africa in 1996, under the name InterAct Global. In September 2000 the company expanded to the United States.
NeuralAct develops software that enables call centers to expedite superior customer care, organize their workforce and human resources management and better administer the recruitment, training, scheduling and performance of their agents. NeuralAct is unique in its focus on the internal management, care and retention of agents. Our software provides managers both systems integration and data synchronization with which to manage their workforce. By implementing the AgentCARE* applications developed by NeuralAct, call centers can achieve exceptional staff and customer relationship management.