Integrated inContact Application Allows Agents and Supervisors to Assign Emails For Better Control and Faster Response
CHICAGO, Dec. 19, 2018 /PRNewswire-PRWeb/ — RiverStar, a contact center software and custom applications solution provider, today announced the release and general availability of its QueView software application. QueView runs within the NICE inContact application, and provides custom responsiveness and better control over email queues by allowing supervisors and agents to assign emails to agents based on availability, skill or any other criteria.
“We’re thrilled with the release of QueView,” said Bob Fike, RiverStar CEO. “QueView delivers organizations utilizing the inContact platform with a number of critical benefits — including the ability to answer emails rapidly and with greater accuracy, close cases faster, increase SLA adherence, and better leverage agent expertise and areas of specialty.”
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 integrated inContact applications that drive significant benefits across the entire organization,” said Fike. “Organizations using QueView 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 integrated solutions for NICE inContact include solutions for campaign management, customer interaction tracking, reporting, notifications and alerts, survey development, appointment scheduling and workflow automation.
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 member of the NICE inContact CXexchange Partner Network.