AVST Launches TeamQ - Innovative Call Center Solution for Next-Generation Workforce
Delivers High 'ROI' For Managing Customer Interactions
FOOTHILL RANCH, Calif., January 13, 2015 — Applied Voice & Speech Technologies, Inc. (AVST), a leading developer of software-based Unified Communications (UC) solutions, today announced the launch of TeamQ™, a cost-effective informal call center solution that facilitates collaboration among next-generation workers. Research has shown a cost savings of up to 77 percent on TeamQ when compared to traditional call center solutions.
Workplaces are changing. Today's teams — from IT help desks, technical support groups, sales support and service departments to hospital administrators and university staff — often work in different locations and simultaneously field calls, juggle projects and make key decisions. TeamQ offers vital call center features, without the complexity and expense of a formal contact center solution.
"A traditional call center consists of dedicated agents whose entire job is to answer a high volume of calls as quickly as possible," said Tom Minifie, AVST Chief Technology Officer. "However, there is a growing segment of workers who field inbound calls as part of their job but also have additional responsibilities. This is an underserved community when it comes to having the optimal technology tools to do their jobs effectively. To support this next generation of worker, we developed TeamQ to deliver a unique set of productivity features for teams that regularly handle customer inquiries but still need to manage their time and control their workflow."
Economically priced, TeamQ offers the essential call center features, including:
- Uniform call distribution (UCD)
- Automatic call distribution (ACD)
- Agent desktop control with informative screen pop-ups
- Agents prioritize workflow and decide when to pull calls, reserve calls, redirect calls
- Supervisor interface to manage teams
- Reporting with up-to-the-minute live data
- Robust caller experience features — position in queue, call backs, customized announcements and more
- No ACD or CTI connection required on the telephone system for cost-effective, easy installation
According to Blair Pleasant, President & Principal Analyst of COMMfusion LLC and Co-Founder of UCStrategies, "Contact center solutions with big features come with big prices — typically more than a new generation of workers need or can afford. TeamQ brings top-notch features that are economically priced."
TeamQ delivers high ROI as a call center solution that efficiently manages customer interactions and problem/resolution inquiries. By collecting information from the caller up front or from information pulled from a CRM system, agents are equipped with the information they need to quickly and effectively service callers. This in turn allows agents to decide which calls to take and which calls to reserve or redirect to a more appropriate agent. TeamQ also keeps customers informed by telling them their position in the queue, giving them the ability to schedule a call back, send calls to an overflow team based on wait time, and much more.
TeamQ supports up to 250 agents, whether they are working remotely or at another location. Agents can simply login from any Windows® desktop client to view the TeamQ dashboard; calls can be sent to any device including desk phones, mobile devices and softphones.
TeamQ is an easy add-on to AVST's CX-E or CX-S, and it supports all major PBXs, whether TDM or IP. PBX support includes Alcatel-Lucent®, Avaya®, Broadsoft®, Cisco®, GENBANDTM, Microsoft®, Mitel®, NEC®, ShoreTel® and Unify®.
TeamQ is available now with the latest release of CX-E and CX-S 8.6 and can be purchased through AVST's established reseller channels worldwide. To learn more, visit www.avst.com/TeamQ.
With more than 35 years of continuous innovation, Applied Voice & Speech Technologies, Inc. (AVST) is a trusted developer of software-based, enterprise-class Unified Communications (UC) solutions.
Our mission is to design, deliver and support communications solutions that transform the productivity of individual workers, teams and enterprises while leveraging the value of their existing and evolving IT infrastructure.
Thousands of businesses worldwide rely on AVST's advanced voice, mobility, team communications and business process UC solutions to meet their mission-critical communications requirements. The world-class interoperability and flexibility of AVST's UC platform provides a future-proofed bridge to their digital future.
Headquartered in Orange County, California, AVST maintains facilities in Seattle, Washington, Victoria B.C., Canada, the United Kingdom, and has remote sales offices throughout the United States. AVST's UC solutions are sold and supported worldwide by an extensive network of resellers and OEM partners. To learn more about AVST, our products and partners, please visit www.avst.com or you can follow us at Twitter, Facebook or LinkedIn.
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