Contact Information: Media Contact Beth Trier Trier and Company for Oslo Software beth@triercompany.com 415.285.6147
Contact Centers Gain Flexibility to Meet Customer Needs Through Dynamic Scheduling
Oslo Optimizes Contact Center Resources So That Customer Service Becomes Differentiated Advantage
| Source: Oslo Software
MENLO PARK, CA--(Marketwire - July 23, 2008) - Oslo Software today unveiled how it is
helping organizations extend their investment in Contact Center software to
significantly improve customer service. Through its unique technological
breakthrough for dynamic resource allocation and management, Oslo provides
the only scalable solution for organizations to guarantee the proper
handling of customer inquires in contact centers with multi-tier service
level agreements and variable business rules, through any communication
channel. This is in response to customer demand for improved service
through the contact center, as the number of inquiry calls that are
mishandled or ultimately "violate SLA compliance" continues to grow at an
alarming rate. Oslo's solution allows organizations to create and maintain
service as a differentiator.
Every company needs to differentiate itself in a crowded market, and one
way of doing that is through great customer service. An enterprise that is
dedicated to engaging its customers as partners, proactively solving
problems, and delivering the right service, at the right time, in the right
place, and in the right channel, will continuously reset the bar for
service excellence. A poor contact center infrastructure makes it virtually
impossible to provide good customer service. "As contact centers evolve to
meet the changes in customer communication channels, their managers face
increasingly difficult challenges, ranging from managing a distributed
workforce to integrating new multi-channel applications," notes Elizabeth
Herrell, Forrester. "Fortunately, new solutions and applications now help
to improve the quality of work and to direct contact center processes more
efficiently." (Inquiry Insights: Contact Center Technologies, Q3 2008, July
17, 2008)
"The era of pure product or price advantage in the consumer marketplace is
not likely to occur again," said Emmanuel Gonon, CEO of Oslo Software.
"They can be duplicated, but a strong customer service offering can give a
company a unique competitive advantage." That is why we choose to apply our
unique solution to the contact center. Contact Centers represent a
tremendous competitive advantage, he says, because customers "place a high
value on customer service."
In addition to optimizing contact center resource usage, and ultimately
improving the level of customer service, Oslo's technological breakthrough
also benefits the organization by improving the company's image, reducing
attrition, building loyalty, increasing purchase consideration and driving
cross and up sales. At a time when consumers perceive most products and
services as being undifferentiated, Oslo provides a means for companies to
empower themselves with customer service as a competitive differentiator.
About Oslo Software
Oslo Software enables business to quickly and cost-effectively optimize
customer service and time-to-market performance and agility while
increasing profitability through resource allocation and management
efficiency. Only Oslo Software can provide this functionality in
environments characterized by a high process volume, variability, and a
short time to decision constraint. The company is based in Lyon, France
with offices in Menlo Park, California. Please visit www.oslo-software.com
for more information.