TouchStar Launches New Products and Services in Europe

TouchStar announces the availability of TouchStar 5.7 in Europe through Telecom Applications, a UK contact centre solution specialist and exclusive reseller of TouchStar.

TouchStar enables contact centres to improve customer service and reduce operating costs with remote agents and VoIP connectivity.  TouchStar has also entered several new European markets and continues to expand with new sales and growth from current partners.

TouchStar version 5.7 empowers contact centres with advanced features to drive profitability.  Intelligent inbound ACD and IVR functionality as well as additional quality analysis tools improve a contact centre’s ability to provide world class customer service.  Additional campaign specific custom settings have also been added to maximise performance:  expanded real time and batch performance data, automated report exports to email, multiple recording settings, and additional regulatory compliance options.

Spanish and French languages are now supported.  TouchStar’s Supervisor, Administrator, and Agent Applications are all now available in English, Spanish, and French.  Scripts for agents can be written in any language, ACD and IVR messages can be recorded in any language, and automated voice messages or reminders can be sent in any language.

The new version also incorporates several new outbound calling and messaging campaign settings to provide additional customization by campaign to increase productivity.  Contact centre supervisors can choose additional settings such as alternative dialling plans, call progress analysis, record fetching order, and several other new settings.  Enhanced dynamic line assignment has also been added to maximise line usage and productivity.

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The new Visual Supervisor application enables managers to map out their actual contact centre agent and facility layout.  With a visual representation of the contact centre floor, supervisors can quickly and easily view an image of the agent, the agent’s name, status, number of calls, talk time, campaign, and many other metrics to manage real time performance.  Visual Supervisor is an evolution of the existing TouchStar Supervisor Application that already provides real time data to help supervisors make intelligent decisions based on agent, list, and campaign results and system settings.

TouchStar’s Quality Assurance application allows a contact centre manager to listen to a recorded conversation and use a customizable electronic form to score the call.  The benefit of the Quality Assurance application is that users can rapidly gather data from call recordings to make intelligent decisions regarding their campaign, script, and agent performance.  Customer feedback is also easily obtained to improve the  success of contact centre performance.

With the high quality products and services that TouchStar provides, it was important to find the right partner in the UK region to become the exclusive reseller of TouchStar in Europe.  TouchStar chose Telecom Applications due to the high credibility and support that Telecom Applications brings to the partnership.

Steve Bederman, CEO of TouchStar, commented: “TouchStar is known around the world for our customer support and software development in the contact centre industry. It was critical to carefully choose the reseller partnership that would best represent TouchStar.  We thoroughly evaluated Telecom Applications to ensure that they could provide the same customer support that TouchStar commits to.”

David Fricker Jr. of Telecom Applications, commented:  “TouchStar is not only the fastest growing company in their industry worldwide, but their products are as well.  With the success of reselling the TouchStar suite in Europe, Telecom Applications is now expanding into new markets.  The release of version 5.7 is the first of several this year that will provide our customers with enhanced features to drive productivity and profitability.”