Dictaphone Launches New ContactPoint Software Release

Customer Inter@ction Solutions, Mar 2005

Dictaphone Corporation's Communications Recording Systems (CRS) group, a provider of recording and monitoring systems for contact centers and workforce relationship management solutions, has announced significant feature enhancements to its ContactPoint Workforce Relationship Management solution for contact centers.

Dictaphone's ContactPoint Workforce Relationship Management solution provides a fully integrated solution for optimizing agent performance, focusing on three major functions: recruiting, training and assessments. The ContactPoint software suite is comprised of three modules - Recruiter, Trainer and Assessor - all linked together through a common competency model detailing the skills, knowledge and abilities agents need to be successful. Once identified and captured in ContactPoint, this competency model can be applied to the contact center's hiring, training and assessment programs to increase agent effectiveness and improve customer service. Included among the new ContactPoint features: an assessment workflow tracking engine; a report schedule for flexible, automated reporting; and enhancements to ContactPoint Trainer, which allows contact centers to import SCORM-compliant training material and to deliver that material directly to agents' desktops.

"ContactPoint's new features give contact center managers even better tools for optimizing performance, such as enhanced tracking of coaching and training activities, and more flexible, automated reporting capabilities," John Kaiser, vice president of global marketing for Dictaphone CRS. said.

The new ContactPoint software release is available immediately.

www.dictaphone.com