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Product Update – Multimedia Contact Center plans for Release 6.1
Work never stops at prairieFyre. Even with development in full swing for Version 6.0, which will deliver Visual Workflow Manager, our next generation IVR solution, we have already begun planning for Version 6.1, which is aimed for release in the second half of 2012. With Version 6.1 we are looking to completely revamp our Multimedia Contact Center product, improving functionality and adding new features to keep up with technological trends.
Our planning for Version 6.1 started with a thorough review of customer feedback and competitive analyses of the current Multimedia Contact Center, which allowed us to define the requirements for evolving it to the Multimedia Contact Center. Both chat and email features will be revamped with improved functionality, connectivity, and enhancements to improve usability. We will also be introducing a Unified Multimedia Queue along with simplified configuration. Another exciting development will be an Interactive Visual Queue monitor that will provide agents and supervisors with the ability to view contact information for email, fax, chat, and SMS messages to multimedia queues, as well as provide the capability to pull these from the queue and push contacts to other queues or agents.
Social media has enabled dissatisfied consumers, with a single post, to instantaneously notify hundreds or even thousands of people about product or company related issues, a fact that is of concern to any organization seeking to protect its product and brand image. To address this concern, we will be introducing the ability to monitor social networks for customer-configured key phrases, queuing relevant posts to agents specially trained on corporate social media guidelines. These agents can then review the posts and decide on a course of action to protect the corporate image, reply to posts, or transition unhappy customers from a public forum to a more discreet media, such as email, to resolve their problems.
As we solidify the framework for Version 6.1, we will invite key customers to participate in a review of our proposed content. Feedback is crucial to our product development as it ensures we are delivering a product that meets the needs of our customers. Interested customers should also consider participating as candidates in our Beta trials for Release 6.1, as we will begin actively seeking out Beta candidates in the future.
Please stay tuned for future updates.
Product Manager, Multimedia Contact Center
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