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2024 NICE interactions Conference June 10-12 Las Vegas CAPC Summit August 12 and 13 at the Halifax Convention Centre Xentrax announces participation in the 2023 APCO Canada Annual Conference in Calgary this coming November Xentrax announces participation in the 2023 annual CACP Conference and Trade show to be held this August in Ottawa. The trade show dates are August 20 – 22, 2023 at the Westin Ottawa Hotel and Shaw Convention Centre. See us in booth 212. We’ll Be Exhibitors at the Toronto West iTech Show Mitigating Agents’ Productivity Loss when Working From Home NICE Announces Engage Release 7 NICE Named WFM Market Share Leader OpenText™ announced the release of its Cloud Edition 20.4 Two Great Annual Conferences That You Shouldn’t Miss!

2024 NICE interactions Conference June 10-12 Las Vegas

Xentrax is excited to be attending the 2024 NICE interactions Conference on June 10 through to 12 at the new Fontainebleau Hotel in Las Vegas. Find out more here.

Interactions 2024 is where the future of CX is defined.  Join us NICE Customers across the globe for the largest CX industry event to experience firsthand the latest innovations, insights, expert analysis, and the essential best practices you need to transform your business.  Learn and access the insights from the largest community of global CX experts, just like you.

CAPC Summit August 12 and 13 at the Halifax Convention Centre

Join Xentrax at the 2024 Annual CACP Conference and Trade Show in Halifax, Nova Scotia.  Xentrax will be Exhibiting on August 12 to 13 (booth 207), featuring the NICE Evidence Management Software.

CACP, the Canadian Chiefs of Police is dedicated to the support and promotion of efficient law enforcement and to the protection and security of the people of Canada.  The Association is national in character – its interests and concern have relevance to police at all levels including municipal, regional, provincial and federal.

For more information follow this link: 2024 CACP Summit.

Xentrax announces participation in the 2023 APCO Canada Annual Conference in Calgary this coming November

Join Xentrax at the 2023 APCO Annual Conference in Calgary, Alberta from November 20 to November 23.  Xentrax will be featuring the NICE public safety solutions.

The Association of Public-Safety Communications Officials, Canada Inc. is a voluntary, not-for-profit organization dedicated to the enhancement of public safety communications.  It serves the people who supply, install and operate the Emergency Communications Systems used around the Country from coast to coast.  Members come from every type of public safety organization in the country; including 911, police, fire and emergency medical services as well as emergency management, disaster planning and federal search and rescue personnel.  

https://apco.ca/events/EventDetails.aspx?id=1623532

Xentrax announces participation in the 2023 annual CACP Conference and Trade show to be held this August in Ottawa. The trade show dates are August 20 – 22, 2023 at the Westin Ottawa Hotel and Shaw Convention Centre. See us in booth 212.

Xentrax announces participation in the 2023 annual CACP Conference and Trade show to be held this August in Ottawa.

Join Xentrax at the 2023 Annual CACP Conference and Trade Show in Ottawa, Ontario.  Xentrax will be Exhibiting on August 20 to 22 (booth 212), featuring the NICE public safety solutions.
 
CACP, the Canadian Chiefs of Police is dedicated to the support and promotion of efficient law enforcement and to the protection and security of the people of Canada.  The Association is national in character – its interests and concern have relevance to police at all levels including municipal, regional, provincial and federal.

For more information follow this link: 2023 CACP Annual Summit.

We’ll Be Exhibitors at the Toronto West iTech Show

Come and see us at Toronto’s Leading IT Conference and Exhibition on May 10th, 2022 at the International Centre in Mississauga. We will be in booth 304 with our partners Smart IP and Meteor Telecommunications.

Learn More About it here: https://www.itechconference.ca/toronto/

Mitigating Agents’ Productivity Loss when Working From Home

Living in unprecedented times…strange days indeed.

It’s a year now since most of us became aware of the Coronavirus scourge; and it was not long thereafter that our lives began to change in a profound way. Many of our customers have moved their workforce from the office to home and the stakeholders with whom I’ve spoken have said that, while not without some minor hiccups, they were pleased with the speed and manner in which they were able to do so.

As we start to become more accustomed to a work-from-home workforce, companies are starting to rethink whether this could become a more permanent arrangement. Eliminating office space and their associated costs would certainly intrigue Finance and ditching the perils of morning and evening commutes would appeal to staff.

However, those same stakeholders have expressed concerns about the potential productivity losses over the long term. These concerns are supported with real data – a report quoted in TechRepublic showed a 14% decline in overall productivity of staff working remotely.

Monitor and Measure

Remote workers no longer have the benefit of having supervisors, coaches and even their colleagues so easily accessible as they would have if working from the office. There is no ‘water-cooler’ to gather around and chat about a difficult call, or perhaps discover that there is a feature in a promotion that they were not aware of. Could this be impacting productivity? Or is it simply a matter of “when the cat is away the mice will play…solitaire?

While some may thrive working on their own, some, otherwise good agents, will struggle for whatever reason.

Nevertheless, understanding the cause is step one. What are your agents doing while they’re on a call? How are they handling different types of calls What is their workflow? What are they doing when they are not on a call? How are they spending their productive and unproductive time? How does this compare against other agents in the same team? The answers to these questions is the first step to putting together a set of tactics designed to help individual agents raise their productivity metrics.

Technology does exist to provide valuable insight into how agents work. These technologies existed before the pandemic, but their value is even more meaningful today and they will continue to be so as companies continue embrace work from home post-pandemic.

OpenText’s Optimize solution for instance, uncovers agents’ desktop activities and workflow throughout the day. It analyzes usage patterns at a granular level such as what resources they’re using, how often and where in their workflow they’re using them to process customer interactions The analysis can be aggregated and contrasted with teammates and used to spot opportunities for agent development and corrective measures.

For more information on how Optimize can help drive performance for your remote workers, as well as your on-premise workers, contact us at sales@xentrax.com.

NICE Announces Engage Release 7

NICE announced today the release of Engage 7. Engage 7 is an enterprise class contact centre recording solution with quality assurance capabilities and real-time authentication.

Incorporating all recent Engage 6.x developments and more, Engage 7 is a new software version, up-to-date with the latest market requirements. It brings smooth integration into cloud service provider’s data centres and a collection of supported feature enhancements for seamless work-from-home needs, such as reduced screen recording bandwidth consumption, audio loss detection and unified collaboration platform real-time recording integrations.

Engage 7 expands usability and efficiency with broader coverage of resilient recording as well as an extensive technology refresh including the implementation of customer unique feature requests.

Related post: NICE to Acquire Merced Systems

NICE Named WFM Market Share Leader

January 11, 2021 – For the 11th consecutive year, NICE has been named by independent industry analyst firm DMG Consulting LLC as the market share leader for Workforce Management based on the number of seats – which grew 4.1% year over year.  Additionally, the annual Workforce Management Product and Market Report noted that NICE received the highest possible score for overall vendor satisfaction as well as in customer satisfaction for it WFM product.  Of particular note in the report are the perfect scores NICE received from customers on the use of the AI and machine learning to improve processes and/or providing agents with autonomy to self-schedule and self-manage performance.

Focusing on NICE Workforce Management, the DMG Consulting report noted that customers gave NICE top scores across 11 product capabilities of its WFM solution, nine of which were an exact 5.0. The 11 capabilities include:

  • Systemically determine the forecasting/scheduling algorithm or model most likely to produce optimal results,
  • support unique operational requirements of each voice and digital channel
  • identify and support optimal shift/skills mix,
  • support a hybrid workforce (human resources, intelligent virtual agents, robotic process automations)
  • automate real-time intraday management adjustments
  • manage real-time adherence exceptions and shrinkage
  • provide agents with autonomy to self-schedule and self-manage performance
  • create long-term hiring/staffing/training plans
  • provide an intuitive and easy-to-use administration environment for system and user setup, configuration and management
  • support back-office/branch WFM; and
  • use AI and machine learning to improve processes.

OpenText™ announced the release of its Cloud Edition 20.4

Today OpenText™ announced the release of its Cloud Edition 20.4 solutions including OpenText Qfiniti. Designed for contact centres, Qfiniti offers a unified experience that increases the interaction quality and reduces operating costs through interaction recording, quality and performance management, customer feedback, automation and guidance and omni-channel interaction analytics.With Release 20.4, OpenText introduced the new Qfiniti Live module. Qfiniti LIve analyzes and processes audio conversations in real-time; including creating text transcriptions, sentiment analysis, summary creation and workflow processing to assist the agent while on customer calls.Additional enhancements include:

  • Compliance Plans – allows Administrators to set up a queue of recordings that must be played back
  • Data Retention – Player, Recording View List and Archive Management Enhancements
  • Windows Server 2019 and SQL Server 2019 Support
  • Switch integration and recording enhancements

https://xentrax.com/opentext-an-hp-company-releases-qfiniti-v3-5-sp2-update-3/

Two Great Annual Conferences That You Shouldn’t Miss!

If you’re looking to get your head around what the trends, new regulations, governance, and emerging technologies are in public safety, then you have two great upcoming opportunities. APCO Canada and CITIG are holding their annual conferences over the next couple of months.

APCO (Association of Public-Safety Communications Officials) Canada Inc.’s annual conference is being held in beautiful Halifax from November 4 to November 7, at the Halifax Convention Centre. APCO is bringing leading industry experts and professional speakers to Halifax to enlighten and energize Public Safety professionals from across Canada. More details here.
CITIG (Canadian Interoperability Technology Interest Group) is holding their 13th annual event in Toronto from December 1 to 3, at the Weston Harbour Castle. The presidents of the Canadian Association of Chiefs of Police (CACP), Canadian Association of Fire Chiefs (CAFC) and the Paramedics Chiefs of Canada (PCC) will be welcoming delegates from across the country to hear keynote addresses and case studies. More details here.
Xentrax will be attending both events. Will you be there? If yes, then come visit us in the event’s respective Exhibit Halls and say hello – we’ll be featuring NICE’s market leading PSAP solutions.
1-888-936-8729 sales@xentrax.com
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