VoiceVision

A recent New York Times article points out that the Philippines has passed India in the number of call center agents. Filipino agents, however, are usually paid more than their Indian counterparts.

Last week, I was fortunate to be able to attend CBI’s 11th Annual Conference on Biopharmaceutical Contact Centers in Philadelphia, PA. The event was well-attended – with about 100 pharma professionals in attendance.

Telephony deployments in general, and Contact Centers in particular are complex and difficult to manage. Throw in multiple stakeholders across the silos of your enterprise, and you’ve got a recipe for inefficiency or worse. 

Have you ever spoken to a call center agent who’s sounded like they are handcuffed to their cubicle? Maybe they are. You’ve heard of insourcing? This is inmate sourcing.

In his article, Can Mobile and IVR Avoid a Fight?,  Leonard Klie makes the point that needed to be made, that  mobile apps are not going to displace IVR. It’s not going to be either or. 

We are proud to present the first annual “Best Of”  post for the VoiceVision blog. We hope you enjoy these “must reads” from the team here at Vision Point Systems. It’s been an exciting first few months since launching VoiceVision.

Twilio, in an attempt to bring some attention to their APIs that allow organizations to “build scalable, reliable voice and text messaging apps” easily, released their “Callin’ Oates” app.

We blog here at VPS to share our experiences and our general knowledge in our industry. What’s a blog if not a chance to get out there an play talking head and jabber about what everybody is seeing everyday!

In the latest installment of our series of conversations with industry leaders, we’re speaking with Chris Matthieu, Director of Business Development at Voxeo Labs.  Voxeo is one of the recognized leaders in hosted telephony services. 

I recently stumbled onto an article called “Is the IVR Dead?” by Rob Marchand at Genesys. My initial response, since a lot of my work involves IVR was, God I hope not!