Page 1 - Cisco Tribune Q2 2014

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NEWS l PRODUCTS l PEOPLE l EVENTS

TRIBUNE

THE INDEPENDENT REPORT ON THE CISCO TECHNOLOGY MARKET

Second Quarter Volume 7, Issue 2 • www.ciscotribune.com • A report published by Telecom Reseller

3 Keys to Maximize e911 and
Plixer: Going beyond STINSON
SEE PAGE 7
SEE PAGE 9 SEE PAGE 8
Call Reporting
distributed
usual measures
By Aimee Stinson, Director of
Customer and Partner Advocacy,
AMC Technology
It’s more about YOUR QUALITY MANAGEMENT

the Right Tools
WISH LIST COME TRUE
than it is the

Right Agents

When staffing a contact center,
good communication skills are a
commodity. Add in multi-lingual,
computer-literate, and multi-tasker and you
have an even tougher search on your hands. See Engage Suite at:
It’s challenging to find workers that want to Cisco Live! 2014
be on the phone all day, can communicate Booth 411
effectively, and can do so with the kind
May 18-22, 2014 San Francisco, CA
of patience and courtesy that you would
want towards your grandmother. Contact
Centers typically have high turnover with
agents at varying levels of skill and tenure.
The only constants are the tools you give
youragents. ToolslikeAMC’sContact
Canvas with drivers for Cisco UCCE, UCCX
and UCM can make all the difference between handling customer interactions
Introducing Engage Quality. All You Wanted in
STINSON continues on page 9 ››
Quality Management. And Then Some.

FOSTER

By Larry Foster
Engage Quality equips your contact center to provide targeted
evaluation and training, calibrated for consistency, across a
What Does team or an entire organization. A total quality management
solution, Engage Quality includes advanced agent evaluation,
Telecommunication calibrated assessment, integrated e-learning, and powerful,
fully customizable performance reporting.
Have in Common
with Pop Culture?
• Comprehensive, multi-level, skill set-based agent evaluation
• Calibrated assessment with unlimited assessment standards
• E-Learning with real call audio or easily attached files
EVP Calero Software
• Instant feedback coaching, reinforced with bookmarks &
One of my favorite quotes from notes - All tracked in agents’ My Engage learning queues
Muhammad Ali is “A man who views • Extensive custom reporting to mine in-depth QM data
the world the same at fifty as he
did at twenty has wasted thirty years of his • Intuitive, Web 2.0 interface that invites even novice users
life”. You can easily draw direct analogies
All this and more for one, all-inclusive, affordable price. No
to how Information Communication nickel & diming you for critical QM & WFO capabilities.
Technology (ICT) organization and
telecommunication vendors must Engage Quality. It’s the all for one price solution for all!
continually adapt their products to meet the
needs of their respective consumers.
Contact your authorized telecom equipment reseller or
Pink Floyd released their seminal album, TelStrat for more information and a live demo!
The Dark Side of the Moon in 1973 with
themes that addressed conflict, greed and
the passage of time. The original album from
remained on the top charts for 15 years.
Although the themes remain relevant
today, the general consumer’s preference for
music has evolved from the concatenation
of intertwined seven-minute philosophical
Call Recording I Quality Management I Coaching & E-Learning I Screen Capture I Speech & Desktop Analytics I Workforce Management
FOSTER continues on page 9 ››
sales@telstrat.com | 972-543-3500 | www.telstrat.com
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