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Recent News from CXM

November 4th, 2016


Your contact center is the touchpoint that drives your customer experience.  The costs associated with servicing your customers directly impacts the profitablity of the product or service you provide. Understanding the cost of serving your clients and ways to minimize costs in the contact center are critical to effective management practices.

Join us for our next webinar on 
Wednesday, November 16th at 11am-12noon CT, as we review Five Contact Center Issues That Can Deflate Your Profits.

Register at: https://attendee.gotowebinar.com/register/7525212989595599364 CXM - A Better Customer   Read more...

August 25th, 2016

All call recording is not the same, and that is especially true if you have a blended or outbound contact center.  Outbound contact centers have unique technology, compliance rules, and scripting.  These systems are designed to optimize calling to attempt to ensure live connections with the intended recipient.  Being able to easily find recorded calls and deliver them for review, may not just be for quality assurance, but also proof of regulatory compliance.  Here are five key concerns you should know if you want to record outbound calls:
Know how technology works - Most blended contact centers use a separate dialer for outbound calls that may not be from the same vendor as their phone system.  If call recording is only connected to the phone system, recordings are one continuous recording for the entire calling session.  If call recording is only on the dialer, direct dialed or inbound calls are not recorded.  Having a system that integrates to both systems allows you to record all calls on your phone system and sub-divide dialer calls into separate recordings.  It is also important to be able to identify campaigns and other
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August 11th, 2016

Key Enhancements focus on streamlining network bandwidth and alerting

HOUSTON, TX  August 11, 2016 -  CXM announces the general availability of version 5.2.  This interim release includes enhancements to optimize network bandwidth utilization mirroring phone system deployment strategies and other network management considerations.
 
The default payload size and commonly recommended IP payload size for phone systems is 20ms.  However, depending on network settings and voice optimization, 10ms and 30ms payloads are becoming more commonly deployed.  CXM has added support for 10ms and 30ms payloads for Avaya, Cisco, and Mitel phone systems.  For Avaya and Cisco, this is supported with either G.711 or G.729 codec.  This enhancement provides a wider range of support to meet our client’s needs, allowing them to choose the deployment methods that best meet their network quality of service requirements.
 
With most phone systems operating on VoIP, there can be network issues that block specific phones voice traffic from the recording servers.  Tracking down these issues can be troublesome and time consuming.  CXM has
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August 4th, 2016

 With phone systems having basic call recording as a key feature, it may seem like all recording is the same.  However, what you can do with them to drive business value is what sets solutions apart.  They also may not have key features to help keep you legal.  Join us on September 21st with Director of Sales and Certified Contact Center Manager, Brad Odom. This webinar will cover the Fundamentals of Call Recording ranging from various methods of call recording, how to derive business value from the recordings, and some of the legal concerns.  
Join us on Wednesday, September 21st at 11am Central Time.  

Sign up here:  https://attendee.gotowebinar.com/register/6000660951119013378 Better training. Better coaching, Better Processes.  A Better Customer Experience. After registering, you will receive a confirmation email containing information about joining the   Read more...

July 26th, 2016

CXM's Webinar Series hosted "Coaching For a Better Customer Experience".  If you missed the live presentation, you can still replay the recording at   https://attendee.gotowebinar.com/recording/424676846828642051

The entire session is about 30 minutes and is broken into 3 parts; presentation, demo, and questions.

We look forward to our next Webinar on Fundamentals of Call Recording which will be held on September 21st at 11am Central Time.  Check back for the live registration



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