Entries by Ian Kaney

SJS Solutions cross the last U.S. frontier!

January 2015, Alaska, USA Alaska’s largest water and wastewater company, Anchorage Water & Wastewater Utility become Alaska’s first company to install Optymyse™ Visual Communications Solutions from SJS Solutions. Anchorage Water & Wastewater Utility is the largest water and wastewater utility in Alaska. Including Anchorage, Chugiak-Eagle River, Peters Creek, Eklutna and Girdwood the Utility provides service […]

UC Resellers & Contact Centre Experts – Are quick fixes worth a damaged reputation?

Ever since SJS moved into visual communications in 2003, we have seen some contact center suppliers leave their customers with quick #wallboard fixes which cause frustration and worst of all left customers disappointed. https://www.sjssolutions.com/free-trial/ We have all heard the saying “You are only as good as your last; show, game or success”. Even after the smoothest, […]

Does the agent environment impact their performance?

Are there good and bad agents or is it the organisations responsibility to bring out the best in all agents? According to research by Herman Miller, as the role of call and contact centres expand, so does the understanding of how they should be set up to best fulfil their potential. Telephony solutions such as unified […]

Anchorage Water become the first Alaskan ShoreTel ECC user to install Optymyse

Anchorage Water and Waste Water Utility (AWWU) wanted their agents to have access to clear, easy to read call handling data from their ECC plus be able to communicate using scrolling messages and threshold alerts. Curtis Hupton MCSE Systems Analyst was quick to praise SJS for their efficiency by saying: “Downloaded.  Installed.  So easy to […]

Common contact center problems Optymyse™ solves.

Lost customers caused by nervous agents, unable to answer questions the first time What is the cost of one lost customer?   Transferred calls or being placed on hold How many people will your customers tell if they are dissatisfied?   Inconsistent service levels caused by poor resource planning & lack of knowledge Inconsistent service […]

Healthcare giant Pacific Source adopts SJS Visual Communications Solution for their state of art Contact Centres.

Visual Communications experts SJS Solutions in partnership with Inflow Communications of Oregon has provided the healthcare giant Pacific Source with a high tech new approach to modern contact centres focussed on improving the agent environment and customer satisfaction.  Today many organisations consider their call and contact centers to be the key asset providing the primary […]

Customer satisfaction drops 12 percent according to new research.

An 18 month study by UK Bright found that the proportion of customers saying they were “very satisfied” or “satisfied” with their experience had declined from 62% to 50% over 18 months, according to research from two million consumers. With more than 1 million people employed in Call and Contact Centres in the UK, it […]