VorTecs Integrates Microsoft Visual Basic for Applications Into Its Automated Quality Monitoring Solutions to Enhance Customization of End-User Applications.Business Editors & High-Tech Writers SHELTON, Conn.--(BUSINESS WIRE)--Nov. 6, 2002 VorTecs, Inc., announced today to the contact center industry that it has integrated Microsoft Visual Basic for Applications (VBA (Visual Basic for Applications) A subset of Visual Basic that provides a common language for customizing Microsoft applications. VBA supports COM, which allows a VBA script to invoke internal functions within Excel, Word and other COM-based programs or to make use of ) into its automated agent quality monitoring solutions, Spot It! and Mine It!. By integrating Microsoft VBA into its product, VorTecs provides a more robust development platform for increased customization and programmability of its solutions for end-users. This near industry standard provides end-users with an intuitive tool to easily build and customize business rules and actions. The new Microsoft VBA features allow developers and end-user system administrators to build applications for use in quality control, fraud, compliance, training, security, and marketing for numerous vertical markets, some of which include financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. , healthcare, retail, travel and utilities. VorTecs' VBA-enabled solution extends the VBA command set for use in voice applications providing end-users with highly flexible methods for taking action on, or searching, audio streams and archives. "VorTecs is demonstrating its commitment to business application extensibility through the augmentation AUGMENTATION, old English law. The name of a court erected by Henry VIII., which was invested with the power of determining suits and controversies relating to monasteries and abbey lands. and integration of VBA," said Robert Green This article is about the English footballer. For other people with the name "Robert Green", see Robert Green (disambiguation). Robert Paul Green (born January 18, 1980 in Chertsey, Surrey) is an English professional footballer who currently plays for West Ham , Visual Studio .NET A suite of programming languages and development tools from Microsoft that supports the .NET environment. Upon its introduction in 2001, it included Visual C# and .NET versions of Visual Basic and Visual C++. See .NET. lead product manager for the Developer Platform and Evangelism Evangelism Gantry, Elmer fire and brimstone, fraudulent revivalist. [Am. Lit.: Elmer Gantry] John disciple closest to Jesus. [N.T.: John] Luke early Christian; the “beloved physician.” [N.T. Division at Microsoft Corp. "By integrating VBA 6.3 into Spot It! and Mine It!, VorTecs enables its customers to develop scripts that are suited to the specific business needs of their clients. In addition, this integration provides the ability to easily connect with other mission-critical end-user applications to create fully integrated business solutions for the customer-contact-center industry." "At VorTecs, we have a commitment to providing our clients solutions that incorporate the best in industry standard technologies. By embedding 1. (mathematics) embedding - One instance of some mathematical object contained with in another instance, e.g. a group which is a subgroup. 2. (theory) embedding - (domain theory) A complete partial order F in [X -> Y] is an embedding if Microsoft Visual Basic for Applications into our product, we stay true to our open architecture strategy," said Anthony Desjardin, President and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of VorTecs. "Our VBA-enabled speech recognition and monitoring offerings allow script developers to deliver industry specific solutions for their clients to improve operational efficiency and effectiveness in the contact center." Features and benefits of VorTecs Spot It!, version 1.2, include the following: - An extremely accurate, high-speed audio search mechanism that automates the monitoring process of live and recorded conversations by combining the power of phonetic pre-processing technology with VorTecs' business rules-based CTI monitoring software. - A unique word- or phrase-spotting functionality combined with a rules-based engine to develop custom rules using extensible VBA to monitor conversations between agents and customers, and to recognize key words or phrases. - A filtering mechanism that allows monitors to focus on the most important calls, that provides a significant decrease in the amount of manual involvement of supervisors that is required to monitor agent activity. - A correlation of agent dialogues with existing CTI and CRM systems data, allowing call center managers to assess agent script compliance as well as enhance training and reward programs. Mine It! is the audio analysis intelligence tool that provides ad-hoc search capabilities using spoken words as an organized data form. It is invoked from the Speech Browser tool bar within Spot It!, and offers an SQL-like interface to process and search audio and combine it with other traditional data forms, such as ANI, DNIS (Dialed Number Identification Service) A service that enables a company to identify which telephone number was dialed. A PBX often receives calls on the same port that were dialed to different 800 or 900 numbers, and the DNIS data contains the dialed number so and other collected digits. The combination of Spot It! and Mine It! enables the desirable paradigm of "process once, search many". About VorTecs VorTecs is a CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. and contact center software product and services company dedicated to helping customer interaction and contact centers enhance their customers' experience while improving overall operating efficiency. The Company specializes in the development and implementation of solutions that will optimize and expand the capabilities and performance of contact centers. VorTecs' engineering elite has been implementing contact center solutions since the 1980's. As a result, VorTecs' consulting engineers are among the top customer interaction professionals in the world. The Company offers an impressive skill set and extensive knowledge base of call center platforms and environments. VorTecs utilizes state-of-the-art technology to implement sophisticated cross platform integration of ACDs, CTI, IVRs, workforce management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. , speech recognition software, the Internet and CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. solutions. For more information, please visit VorTecs at www.vortecs.com. Other products and company names herein may be the property of their respective owners. |
|
||||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion