CHICAGO, April 11, 2019 — RiverStar, a contact center software and custom applications solution provider, today announced that it will be debuting QueView — a custom cherry-picking email application — at the upcoming Interactions 2019 NICE inContact customer conference. RiverStar is a proud Silver sponsor of the event, which takes place April 15-17 in Las Vegas, Nevada.
“We’re excited to be sponsoring Interactions again this year,” said Bob Fike, RiverStar CEO. “RiverStar has been developing applications that extend the functionality of NICE inContact CXone cloud customer experience platform for more than a decade, and we’re looking forward to connecting with peers and colleagues from the extensive NICE inContact user community.”
Attendees who visit the RiverStar booth will have an opportunity to demo the QueView software application and see how it empowers organizations to answer emails rapidly and with greater accuracy, as well as close cases faster, increase SLA adherence, and better leverage agent expertise and areas of specialty.
QueView, integrated with NICE inContact CXone, provides custom responsiveness and better control over email handling by allowing supervisors and agents to assign emails to agents based on availability, skill or any other criteria.
Historically, contact centers have struggled with email response time, as emails often go into a generic queue or get assigned to available agents that lack expertise to respond to a specific issue. QueView solves this problem by automatically routing inbound emails into customized queues based on specific topics — such as support, sales or general questions. Instead of pushing emails to a specific agent who may not be trained (or available) to handle a topic, the emails go into queues where available agents can choose which emails they wish to respond to based on priority, time-sensitivity, topic or any other criteria.
“QueView is yet another addition to our suite of applications integrated with CXone that drive significant benefits across the entire organization,” said Fike. “Organizations using RiverStar applications can expect to see increased productivity, reduced call time, increased sales and improved business visibility. More importantly, RiverStar applications dramatically improve customer interactions, retention and loyalty.”
RiverStar’s suite of applications integrated with CXone provide campaign management, customer interaction tracking, reporting, notifications and alerts, survey development, appointment scheduling and workflow automation.
To learn more about QueView, visit https://www.riverstar.com/queview or connect with RiverStar on the NICE inContact CXexchange partner product marketplace at https://cxexchange.niceincontact.com/home.
DEVone offers customers and partners broad tools and resources to enable them to create new applications on CXone, including extensive documentation and support, and access to an online developer community. Companies interested in how each company works with CXone can visit CXexchange to learn more about the applications and read reviews. CXexchange is a centralized, state-of-the-art marketplace for developers to market and sell their applications ready to integrate easily with CXone.
RiverStar delivers software and consulting services for companies that rely upon their inbound or outbound contact center as a key part of their business. Our software empowers developers to create workflows that integrate with internal systems and are 100% unique to how their business runs.
Our consultants assist with specialized points of integration — and are experts in extending the value of existing systems, by creating custom desktop workflows that work with these systems to streamline complex customer-facing processes. RiverStar helps our customers achieve tangible results, such as increasing agent productivity by 35%, conversion rates by 25% and first call resolution by 20% — as well as reducing call handling time by 10% and training time by 50%. Some of the world’s largest organizations across multiple industries have entrusted RiverStar with their complex customer-facing processes. RiverStar is a proud DEVone member with products available on the CXexchange partner product marketplace.