The main challenge for most contact center still is to solve complex problems in a short amount of time with an ever decreasing budget. One of the main obstacles is the sheer amount of existing systems and the lack of integration between the applications and processes.
During this year's CCW, almato will show you in Hall4 Stand D7 how they enabled their customers to overcome these challenges.
"For this year's CCW our focus lies on the optimization and automation of processes with Real Time Interaction Management", explains Peter Gissmann, Managing Partner of almato.
For Real Time Interaction Management (RTIM®), almto uses the software solution Real Time Process Optimization (RTPO) from NICE to optimize and automate processes. RTPO reads, writes and analyzed data in real time during the customer interaction, using the necessary applications without having to be integrated into backend systems. On the basis of this data and business rules defined by the company, RTIM gives the employee next best action recommendations, that help the employee to make the right decision for the customer and the company.
The almato experts will present more new developments around RTIM in Hall 4 Stand 7. Amongst other things, they will present the vAgent concept. With the vAgent, parts of processes and data processing is done by "virtual agents". These RTPO clients can process multiple tasks at the same time. Tasks which an employee could only do one after another due to the nature of the applications he uses. The result is a drastical reduction in costs and time while at the same time increasing the service quality.
"With these new developments we enable the customers to better use existing IT resources and deal with market challenges while keeping costs low and improving customer experience", confirms Peter Gissmann.