Company News

Metaphor for Contact Centers and VoiceNet Strike Chord with Contact Center Pros at American Teleservices Convention & Expo

Leesburg, Va – October 9, 2008

At the annual ATA Convention and Expo, Interactive Softworks displayed its award-winning products, Metaphor for Contact Centers, a unified desktop and integration framework for call centers, and VoiceNet, a complete contact center software suite and telephony platform.

“We knew our products had been engineered to deliver their value promise of affordable and efficient contact center operations and performance management improvement,” said Robb Duke, the company’s senior director of marketing and an ATA regional board member. “But it was indeed satisfying to see this message resonate so clearly with ATA members and attendees.”

ATA event attendees discovered that Metaphor for Contact Centers was designed for non-technical business users to design, launch, assess and optimize customer care, acquisition, loyalty and retention campaigns in their centers—without having to rely heavily on IT. The software provides out-of-the-box features such as a unified desktop, campaign management, process automation, workflow design, real-time analytics and an integration framework to coordinate legacy IT assets. All of these capabilities piqued the interest of serious buyers who were seeking solutions that could help leverage their investment in legacy systems.

“We heard many attendees express frustration with the difficulties they face with their current contact center telephony and software,” said Fred White, vice president of business development at Interactive Softworks. “Judging by the enthusiastic responses to the details of both our product offerings it became clear that many contact center personnel were not even aware that they did not have to settle for hard-to-use, hard-to-manage, and very closed systems. The promise and capabilities of our products were received as a refreshing change of pace.”

For attendees who were searching for a comprehensive contact center software solution and telephony capabilities for inbound, outbound and blended interaction management, VoiceNet received significant interest. Its exhaustive list of features, including automated dialing modes (predictive, power, preview), inbound/outbound IVR, automated call distribution and skills-based routing, campaign management, agent and supervisor tools, and comprehensive analytics fulfilled—and in many cases exceeded—the expectations of booth visitors.

“While some of the features of our call center software products can be found in competing products,“ said White, “our open access to all aspects of our suite including real-time access to analytics, data, and calling lists is a unique, differentiating feature that no one else appears to offer. This aspect of our software made quite a lot of ATA member’s eyes light up.”

Company

Key Resources

• A New Model for Customer EngagementLearn about the 6 steps every company needs to take for effective customer engagement.
• Customer Success StatisticsHow effective engagement helps you get and keep more customers.
• Special Technology Initiative?Tell us more about your project.