For one week, Avaya users from all over the globe will be coming together in Boston, MA to  share some of today’s newest developments in telecommunications technologies and discover new solutions for troublesome business operations challenges.  Go to http://www.iaug.org/p/cm/ld/fid=128 to learn more about the event!

Be sure to visit DATEL at Booth #1214 at the International Avaya Users Group (IAUG) Global Education Conference Expo, May 21-23.

Don’t forget to register, and we’ll see you there!  As an added bonus, register with DATEL’s discount code by March 31 to get the discounted rate.

Company Name: DATEL Software Solutions
Discount Code: datel2
Simply enter the code at the beginning of the registration process in order to get the discounted rate.

Can’t attend the conference?  We’re still happy to schedule a free demo or answer any of your questions about our solutions.  Contact our team at sales@datel-group.com.

1) Customer Disputes – One of the most common issues that contact centers face are handling customer disputes over the content of a telephone conversation with a representative.  Several managers decided to use voice recording to play back calls and listen in on what information actually was provided.  Others are able to look up information in call history records using a tool, such as Call SWEET!’s Call Data Viewer from DATEL, to see numerical data on previous calls.  One sales director said that his business was able to use these records to prevent lawsuits, saving them thousands of dollars!

2) Uneven Distribution of Work – Another major problem that managers found in their call centers was an uneven distribution of calls.  Certain employees were overworked, while others were letting their phones constantly ring.  This not only meant unhappy agents, but also a possible increase in abandoned calls.  Businesses that started using a contact center management tool, such as DATEL’s Call SWEET! Live, found that they were now able to see who was slacking on their call intake and enforce a more even distribution of work.  By using a live-view application, supervisors can physically see who was on the phone at any given time.  With historical reporting, they are also able also get information on individual agents and evaluate their performance.  More agent accountability leads to better customer service.

3) Abandoned Calls – This is one issue that can cause a lot of grief for call center managers, and most don’t even know how many abandoned calls they have.  Without a recorded history of this information, several surveyed businesses had no idea what percentage of calls they are missing.  With an Abandoned Call Detail Report, they are now able to not only see how many abandoned calls each representative had, but they can also look up the information on those calls and make sure that the call is returned.  With CRM integration, supervisors and agents can easily see if their calls are coming from current customers, business partners, or an outside number.  That’s a lot of lost opportunities recovered!

Furthermore, they have been able to prevent having more abandoned calls with Supervisor Controls.  With this tool, supervisors find that they have a lot more control in their call center and can be more proactive in its operations.  If an agent is unavailable, but forgets to change their state, supervisors can remotely alter their status and prevent calls from ringing to an empty desk.  This translates into fewer dropped calls and shorter answer times.

4) Under/Over-Staffing – Several  managers responded by saying that had issues with managing their staffing into different groups.  By using Call Disposition Codes, they are able to “tag” calls to see which types of calls were most common.  This allows them to learn which areas need more agents and which need fewer, enabling a more productive and efficient workforce.  With a Call Accounting tool, such as DATEL’s Call SWEET!, they are also able to find out when their call center’s peak hours were and manage staffing better for those times.  With a more effective workforce, businesses have found that they could save money by better staffing their call centers.

5) Remote Site Control – In our technological world, more and more companies are expanding their contact centers across multiple locations and increasingly enabling a remote workforce.  However, how can a manager truly know what their agents are doing when they can’t physically see them?  Many supervisors have already discovered that it is crucial to have a contact center management tool that works across multiple sites, like DATEL’s Call SWEET! Live.  With such a tool, these supervisors are able to see the statuses of their agents no matter where they were working from.  By utilizing Supervisor Controls, they can also make sure that their entire workforce is functioning at their highest levels.

Contact center management is an important tool for call centers of all sizes.  Such a solution provides businesses with the information and tools needed to successfully utilize these 5 best practices.  The challenged mentioned above were all solved by solutions from DATEL Software Solutions.

For immediate release: April 24, 2012
WEXFORD, PA – DATEL Software Solutions today announced its plans to release a new version of Call SWEET! Live, Contact Center Management Solution: Call SWEET! Live Small Business.  It is targeted at small growing businesses, providing essential call center reporting tools at less than half the price of the full version of Call SWEET! Live.  As with all of DATEL’s solutions, Call SWEET! Live Small Business is backed with market leading support.

Call SWEET! Live contact center management solutions enable all types of businesses to monitor real-time activity of agents, hunt groups, speed of answer and calls in queue.  Its comprehensive historical reporting lets businesses adjust call routing, agents and groups for optimal customer service, increased sales and enhanced productivity.

The Small Business edition features the most essential functions of Call SWEET! Live and some customer favorites, such as desktop widgets, drill-down reporting, alarms, wallboards and more.  This combination is the perfect solution for smaller customer service centers.

Dan Lemke, Principal of DATEL Software Solutions said, “We understand the challenges that many smaller companies face and want to provide them with the tools they need to better communicate with their customers.  This is why we are incredibly excited to be introducing the Call SWEET! Live Small Business edition.  Our Call SWEET! Live solution has already proven to help growing businesses improve their customer service and increase productivity, but now with the Small Business edition, more and more companies will be able to gain the maximum benefits from their call center.  This solution will still provide them with the same world class support from our team and the most-widely used features, but at a price that is even more affordable.”

Call SWEET! Live Small Business is priced right, enabling even the smallest businesses to gain useful insights into how they deal with their customers by monitoring real-time activity, analyzing call data metrics and reacting swiftly to ensure consistent customer service.

Anthony Kubek, Principal at SouthTel, a long-time DATEL Business Partner said, “Since the small business market is continuing to grow, it is becoming more and more important to cater to their specific needs.  Call SWEET! Live Small Business allows us to offer a complete solution that will provide them with the vital information they need to improve their contact center without breaking the bank.  I know that a lot of companies will be put more at ease and compelled to make the investment in monitoring their customer service center activity with Call SWEET! Live Small Business.”

About DATEL

DATEL Software Solutions, LLC creates innovative, user friendly, contact center and call accounting solutions at an affordable price.  DATEL has displaced many traditional reporting packages and carved out a niche in the telecommunications software industry.  Differentiated service and support after the sale is the keystone of our business.  For more information visit http://www.datel-group.com

About SouthTel

SouthTel was founded in 1988 with the goal of providing technical solutions from a high integrity company.  Low on ‘sales pitch’ and high on technical expertise, SouthTel prides itself on their engineering background and our family-like culture.  We have employees and customers who have been with us since the beginning and we enjoy great relationships with our vendors, customers and employees.  SouthTel focuses in the Southeastern United States, with offices in Georgia and Tennessee.  For more information please visit http://www.southtel.net/

DATEL provides innovative, cost effective and easy to use contact center and call accounting solutions for enterprises worldwide. DATEL customers range from small businesses (from 5 to 250 employees) to mid-size and large enterprises.

The Avaya DevConnect program promotes the development, compliance-testing and co-marketing of innovative third-party solutions that are compatible with Avaya solutions. Members have expertise in a broad range of capabilities helping customers extend the value of their collaboration and contact center investments and accelerate the speed at which their organization delivers true value to the bottom line.

Gary Lemke, Executive Officer of DATEL said “We are extremely proud to be part of this unique program and the recognition as the go to partner who can deliver not only a comprehensive contact center solution, but also a full set of support and implementation services. Having partnered with Avaya for seven years, this cements our relationship with them and also the Avaya Business Partners.” Gary added “We are also adding multi-media to Call SWEET! Giving Partners new and exciting market opportunities.”  More of that development to come…

T.J. Spohn, Vice President of CPT of South Florida, a long standing Avaya and DATEL Business Partner said “The contact center market is a key focus for our business and of all the solutions we’ve tried over the years, only DATEL delivers a comprehensive contact center that is quick to install, easy to use and priced right. Coupled with their service and support, I can now order a complete telephony, unified communications and contact center solution from one place. That makes DATEL and Avaya a winning combination. “

About Avaya

Avaya is a global leader in business communications and collaboration, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com

About DATEL

DATEL Software Solutions, LLC creates innovative, user friendly, contact center and call accounting solutions at an affordable price. DATEL has displaced many traditional reporting packages and carved out a niche in the telecommunication software industry. Differentiated service and support after the sale is the keystone of our business. For more information visit http://www.datel-group.com

About CPT of South Florida

CPT was founded in 1980 and has become known for having one of the most effective product and service distribution models in South Florida — resulting in fast, accurate and low cost delivery of computer services. CPT provides its customers with complete solution support including cabling, hardware, software, internet and IP services. For more information please visit http://cpt-florida.com

Details coming soon!

We at DATEL are honored to have been selected by Avaya for one of these sessions! We will be discussing Call SWEET! and Call SWEET! Live, and a member of our sales team, Rebecca Earlewine, will be available to answer any questions you may have.

DATEL Call SWEET! Live
Pillar: Competitive Collaborate!

LIVE! Ask the Experts
Wednesday, June 8, 2011
14:00 – 15:30 GMT (10 am – 11:30 am EST)

Not able to join us live?
Content will be available all day Wednesday, Thursday and Friday

Resources
Visit the Avaya Tech Connect portal page to access  archived sessions

Questions
Email: sales@datel-group.com
Email: techconnect@avaya.com

Ebin Holt, IT Manager, Barron’s Wholesale Tire, Inc.

Dan Storey, TAB Products

In our development shop, we constantly need to test many different platforms for a number of reasons.  We can spin up a new environment within a few minutes, run a test, take the environment back down again. This cycle can happen over-and-over within minutes rather than hours as it did In the past.

The next step for DATEL and our software is the cloud. Cloud computing takes the virtualization concept to the next level by providing a higher level of performance and reliability. Currently we’re investigating moving our current product offering as well as our “next big thing” to the cloud. We’re so committed to this concept we’ve moved our internal collaboration to Google and their cloud, so from any computer, phone, or tablet in the world, we can access our contacts / email / and documents. The concept we’re driving towards is developing software to help companies understand their successes and their faults while making this information accessible any time, anywhere.

Author: Steve Sloka, Senior Software Engineer