What's New at Call Center Week 2013


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What's New at Call Center Week 2013

By Sheri Greenhaus

CRMXchange - June 26, 2013

Acknowledged as one of the industry’s influential events, Call Center Week took place in Las Vegas June 10-14. Approximately 1,500 contact center professionals (including expert personnel over 125 exhibitors) convened at Caesars Palace to exchange ideas, explore emerging technologies, hear from leading authorities in the field, and discuss what’s working in contact centers across a broad range of industries.  Multi-channel solutions, analytics, voice of the customer measurement, mobile workforce management and workforce optimization programs were all present. Business process outsourcers and systems integration specialists were also well represented.  Here is a sampling of the new products, services and technologies that were in the spotlight:

TransPerfect Remote  Interpreting (TRI) provides a 360 degree solution for communicating with non-English speaking customers.  Their device-independent remote interpretation solution instantly supplements a company’s existing customer support capabilities by enabling customers to access interpretation services in over 170 languages within seconds whether they are using the phone, mobile device, video chat or computer.

The company also provide email services either by machine or by human translation, transcription of documents and localized web sites. TransPerfect’s YOUR AGENT solution can be an organization’s first line of support with a ‘micro contact center’ to handle calls in other languages.

 

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