WEXFORD, PA – DATEL Software Solutions today announced its most recent release of the Unified Contact Center SWEET! (UCCS) for Avaya IP Office.  Release 8.1.0 will provide users with an entirely web-based contact center reporting and monitoring tool for both agents and groups.  As with all of DATEL’s solutions, this new release is backed with DATEL’s first-rate support.

UCCS contact center management solutions enable businesses of any size to gain valuable insights into their telecommunications activity with both real-time and historical solutions.  UCCS allows businesses to get reporting on and monitor real-time activity of all agents and hunt groups.  Using this information, organizations can make better informed business decisions to improve customer service, increase sales and enhance their productivity.

Dan Lemke, Principal of DATEL Software Solutions said, “We are so excited about Release 8 because it brings more than a new look and feel to DATEL’s contact center solutions.  Release 8 provides users with a streamlined solution for their contact center monitoring and reporting with more customization options than ever before.  We understand the challenges that a lot of companies face with managing their communications, and we wanted to provide them with tools that actually fit their needs.  This was the foundation when we started designing Release 8, always keeping in mind three key concepts: simplicity, flexibility and scalability.”

Release 8 will bring several key new features to DATEL’s contact center management solutions, including web-based live views, greater customization of features and a quick installer.

T.J. Spohn, Vice President of CPT of South Florida, a long standing Avaya and DATEL business partner said, “There has been a growing need for mobility and flexibility in the call center, so it’s important to have tools that match.  DATEL’s solutions have always stood out for being on the cutting-edge of the industry, and Release 8 is a continuation of that growth.  With the new browser-based interface and simplified user management, DATEL is making it even easier for businesses to manage their customer communications.”

About DATEL

DATEL Software Solutions, LLC creates innovative, real-time and historical contact center and call accounting applications for business small and large.  DATEL’s flexible solutions span the breadth of businesses that may just need to keep an eye on cost control to businesses aspiring to differentiate themselves with excellent customer service.  DATEL’s premier solution, the Unified Contact Center SWEET! (UCCS), provides a variety of call reporting and monitoring at tiered levels, allowing businesses to choose the solution that fits their exact needs.  DATEL prides itself on outstanding service, and believes you’re not investing in just a software solution, but in a partnership that cares for your business.  For more information, visit http://www.datel-group.com

About CPT of South Florida

CPT was founded in 1980 and has become known for having one of the most effective product and service distribution models in South Florida — resulting in fast, accurate and low cost delivery of computer services. CPT provides its customers with complete solution support including cabling, hardware, software, internet and IP services. For more information please visit http://cpt-florida.com

- Customer Service Manager at a Nationwide Retail Store

Wexford, Pennsylvania – DATEL, a leading provider of cost effective contact center management and call accounting solutions, today announced that Valerie Pearce has joined the company as Director of Software Engineering.  Pearce brings with her over 15 years of experience in the software engineering industry, and will be managing the company’s software development team.

“Valerie has a wealth of experience managing and nurturing software teams, and she will be a great asset to DATEL,” said Dan Lemke, Principle at DATEL.  “Her experience in software development process improvement, organization design and team leadership, will help drive our efforts in providing customers with simple to use, cost effective solutions to improve their business processes.”

As the Director of Software Engineering at DATEL, Pearce strives to provide customers with groundbreaking telecommunications and contact center management tools that all businesses need.

Valerie has already defined a clear set of goals for DATEL.  “I am very excited to be joining the DATEL team.  It is my goal to lead the software engineering team to solve business problems that no one else has solved and to give our customers a measurable competitive advantage in their market spaces.” Pearce went on to say, “DATEL already has a solid set of solutions and with a talented team in place, I want to morph them into a state-of-the-art software engineering machine by promoting an atmosphere of creativity and growth, and establish a rewarding environment that attracts the region’s top talent.”

Pearce has been in the software engineering field since 1996 after receiving her bachelor’s degree in Computer Science from Hobart and William Smith Colleges in Geneva, New York.  She continued her education with graduate work in IT Management at Carnegie Mellon University from 2003-2007.  She has worked extensively throughout the Pittsburgh area in Design, Development and Software Engineering Management roles.

About DATEL

DATEL Software Solutions, LLC creates innovative, user friendly, contact center and call accounting solutions at an affordable price. DATEL has displaced many traditional reporting packages and carved out a niche in the telecommunications software industry. Differentiated service and support after the sale is the keystone of our business. DATEL is a gold member of the AVAYA DevConnect program and a founding member of the AVAYA Select Product Program. For more information visit http://www.datel-group.com

Wexford, Pennsylvania – DATEL, a leading provider of innovative, cost effective contact center and call accounting applications, announced today that Johanna Monsignore has joined the company as Channel Account Manager, North America.  Johanna brings with her 5 years of sales experience in the telecommunications industry. “We are excited to have Johanna joining our team,” said Dan Lemke, Principle at DATEL.  “Her knowledge of the contact center industry will help our channel partners position DATEL solutions to make their customers excel and differentiate themselves from their competition.”

Monsignore strives to strengthen relationships with its partners and grow DATEL’s business throughout North America.  “I believe that DATEL’s solutions are helping to shape the future of the industry,” said Monsignore.  “DATEL has consistently worked to enhance its contact center software solutions to meet the growing and evolving needs of both small and large businesses.”

“I am very excited to be a part of the team, and I look forward to growing with the leading contact center software company in the industry,” said Monsignore.  “It is my goal to show our channel partners the value that DATEL’s solutions offer and how their customers will benefit from using our products.  In the end, it’s all about communicating how our solutions will make the customer’s business more efficient and profitable.”

About DATEL

DATEL Software Solutions, LLC creates innovative, user friendly, contact center and call accounting solutions at an affordable price. DATEL has displaced many traditional reporting packages and carved out a niche in the telecommunications software industry. Differentiated service and support after the sale is the keystone of our business. DATEL is a gold member of the AVAYA DevConnect program and a founding member of the AVAYA Select Product Program. For more information visit http://www.datel- group.com

- Customer Service Director at a New England Insurance Agency

FOR IMMEDIATE RELEASE: 13^th August 2012

Wexford, Pennsylvania – DATEL, a leading provider of innovative, cost effective contact center and call accounting applications, today announced that Mark Massingham has joined the company as Chief Marketing Officer.  Within this role, Massingham will be responsible for the company’s strategic growth as a leading provider of innovative contact center solutions and will oversee all aspects of corporate marketing, branding and messaging.

Mark has 25 years experience in the telecommunications industry, with senior sales and marketing roles in the UK and US. Mark joins DATEL from Avaya where he served as senior solutions marketing manager for small and midsize enterprise business.

“This is an exciting event for everyone at DATEL,” said Dan Lemke, Chief Operating Officer at DATEL. “We have worked closely with Mark for many years, and his vast experience and strong relationships with channel partners will assist us in our plans to expand our product base. His knowledge of the market will also help us with our product strategies.”

Massingham seeks to grow DATEL’s business within North America and in other regions further afield. “With its inherent simple installation, backed by DATEL’s unique service offerings, there is no reason why it would be any different to install our solutions in a region like Australia than it would be in our own backyard,” Massingham said.

“I have held DATEL’s contact center solutions in high regard for many years,” continues Massingham.  “They have just introduced a cloud based, hosted multi-media solution which makes this opportunity even more exciting.  I believe DATEL has game changing products and services, and it will be my mission to ensure our partners know the value of the solutions we can offer to improve their bottom line, and of course their customers focus on service and profitability.”

About DATEL

DATEL Software Solutions, LLC creates innovative, user friendly, contact center and call accounting solutions at an affordable price.  DATEL has displaced many traditional reporting packages and carved out a niche in the telecommunications software industry.  Differentiated service and support after the sale is the keystone of our business.  DATEL is a gold member of the AVAYA DevConnect program and a founding member of the AVAYA Select Product Program.  For more information visit http://www.datel-group.com

- Inside Sales Representative at a national communications technology organization

Customer Care Manager – California

For one week, Avaya users from all over the globe will be coming together in Boston, MA to  share some of today’s newest developments in telecommunications technologies and discover new solutions for troublesome business operations challenges.  Go to http://www.iaug.org/p/cm/ld/fid=128 to learn more about the event!

Be sure to visit DATEL at Booth #1214 at the International Avaya Users Group (IAUG) Global Education Conference Expo, May 21-23.

Don’t forget to register, and we’ll see you there!  As an added bonus, register with DATEL’s discount code by March 31 to get the discounted rate.

Company Name: DATEL Software Solutions
Discount Code: datel2
Simply enter the code at the beginning of the registration process in order to get the discounted rate.

Can’t attend the conference?  We’re still happy to schedule a free demo or answer any of your questions about our solutions.  Contact our team at sales@datel-group.com.

1) Customer Disputes – One of the most common issues that contact centers face are handling customer disputes over the content of a telephone conversation with a representative.  Several managers decided to use voice recording to play back calls and listen in on what information actually was provided.  Others are able to look up information in call history records using a tool, such as Call SWEET!’s Call Data Viewer from DATEL, to see numerical data on previous calls.  One sales director said that his business was able to use these records to prevent lawsuits, saving them thousands of dollars!

2) Uneven Distribution of Work – Another major problem that managers found in their call centers was an uneven distribution of calls.  Certain employees were overworked, while others were letting their phones constantly ring.  This not only meant unhappy agents, but also a possible increase in abandoned calls.  Businesses that started using a contact center management tool, such as DATEL’s Call SWEET! Live, found that they were now able to see who was slacking on their call intake and enforce a more even distribution of work.  By using a live-view application, supervisors can physically see who was on the phone at any given time.  With historical reporting, they are also able also get information on individual agents and evaluate their performance.  More agent accountability leads to better customer service.

3) Abandoned Calls – This is one issue that can cause a lot of grief for call center managers, and most don’t even know how many abandoned calls they have.  Without a recorded history of this information, several surveyed businesses had no idea what percentage of calls they are missing.  With an Abandoned Call Detail Report, they are now able to not only see how many abandoned calls each representative had, but they can also look up the information on those calls and make sure that the call is returned.  With CRM integration, supervisors and agents can easily see if their calls are coming from current customers, business partners, or an outside number.  That’s a lot of lost opportunities recovered!

Furthermore, they have been able to prevent having more abandoned calls with Supervisor Controls.  With this tool, supervisors find that they have a lot more control in their call center and can be more proactive in its operations.  If an agent is unavailable, but forgets to change their state, supervisors can remotely alter their status and prevent calls from ringing to an empty desk.  This translates into fewer dropped calls and shorter answer times.

4) Under/Over-Staffing – Several  managers responded by saying that had issues with managing their staffing into different groups.  By using Call Disposition Codes, they are able to “tag” calls to see which types of calls were most common.  This allows them to learn which areas need more agents and which need fewer, enabling a more productive and efficient workforce.  With a Call Accounting tool, such as DATEL’s Call SWEET!, they are also able to find out when their call center’s peak hours were and manage staffing better for those times.  With a more effective workforce, businesses have found that they could save money by better staffing their call centers.

5) Remote Site Control – In our technological world, more and more companies are expanding their contact centers across multiple locations and increasingly enabling a remote workforce.  However, how can a manager truly know what their agents are doing when they can’t physically see them?  Many supervisors have already discovered that it is crucial to have a contact center management tool that works across multiple sites, like DATEL’s Call SWEET! Live.  With such a tool, these supervisors are able to see the statuses of their agents no matter where they were working from.  By utilizing Supervisor Controls, they can also make sure that their entire workforce is functioning at their highest levels.

Contact center management is an important tool for call centers of all sizes.  Such a solution provides businesses with the information and tools needed to successfully utilize these 5 best practices.  The challenged mentioned above were all solved by solutions from DATEL Software Solutions.