Campaign

The economic recovery of the last months has a positive impact on the customer service industry. The authensis AG, a leading provider of products and technologies for multimedia contact centers, records a growing demand in complex solutions for effective customer communications. Planning future-proof solutions, social networks are focussed more and more - both for operation control as well as in the analysis of customers behaviour in various media. At the “be.connected.” trade fair (23 to 24 September 2010, Forum Messe Frankfurt), authensis shows among other things new opportunities for the holistic customer-service of the future by the example of Twitter - live.

The team of authensis has been active since 1992 in the development, commissioning and service of call center solutions in the German market. Today authensis offers an established suite of software by the name of ACHAT for monitoring and controlling business processes in multimedia call and contact centers. The ACHAT contact center modules consist of system-independent, customizable software modules that excel the main criteria of complex communication solutions in terms of user friendliness, feature set, upgrade capabilities, system openness and value for money.

"The “be.connected.” trade fair is a good opportunity for us to listen into the market, to lead discussions and to bring the trendy communication using social networks to the point, "said Klaus-J. Zschaage, CEO of authensis AG in Munich.

"Like authensis, I am curious about the developments in the field of social networks and Web 2.0 applications. The foreseeable future will probably ask for enhanced contact center solutions, which enable to analyze what is happening online." says Christiane Naegler, Managing Director of “be.connected”. "I'm sure that authensis will get valuable suggestions from the “be.connected” trade fair, take them and implement them in their solutions."

"Certainly, the compliance to predictive dialler directives will be discussed, too" said Zschaage. "For mainly contact centers have been in the focus of public attention in the last few months. Here, technological ways and means must be found to ensure as much as possible that all legal requirements are always observed - for example, consumer protection and data security."

Especially in the field of multi-channel communications, authensis sees huge potential to streamline processes and thus reduce costs. For employees in customer service workplaces and for contact center agents, in many places the appropriate environment still needs to be created. "To enable employees effectively handling queries via email, phone, or in the various forms of web based communication, they should be equipped accordingly and with the necessary technology," said Klaus-J. Zschaage.