streamWrite Blog

News, events and useful information

NCSC 2018 eCourts Conference – Be there or be left behind

The 2018 eCourts conference is just around the corner, and ATI Connect and Streamwrite are excited to be participating again this year.

There has been much debate about attending trade shows in the digital age, where content marketing and social media marketing has been the popular choice as of late.

We still feel that the value in face-to-face interaction is enormous. It’s a great way to meet many of your customers in just a few days and it also allows you to meet prospects that you may otherwise never get the opportunity to know.

One of our goals as an exhibitor is to promote brand awareness in our industry, and attending the shows permits us to engage in real-time conversations, share product knowledge and receive instant feedback from decision makers looking to find solutions to an existing problem.

Additionally, it’s the perfect venue to see what’s new and what the latest trends are. You should always try to make time to walk the floor and meet actual users of the products. Spending a few minutes visiting with other exhibitors is key as well, these shows offer great networking possibilities. It also allows you to understand what your competitors are offering and doing.

So is it worth the extra time and expense to attend trade shows? Absolutely! For us, it’s a requirement if we intend to stay current with the needs of our customers as well as create new and exciting applications.

If you plan on attending the show please stop by and meet with the team and enter our drawing to win an iPad. We will be in booth #119. 

Hope to see you there!

 

VCourt Customers Reporting Superior Audio

VCourt's Superior Audio

 

As more Courts implement Streamwite VCourt for virtual appearances, ATI is receiving valuable feedback from customers.  One of the primary benefits Courts have come to expect with VCourt is an attractive return on investment, which averages 9 months.  However, many Courts are experiencing other benefits they had not anticipated, and one of them is improved audio quality.  In fact, 75% of Courts that have implemented Vcourt are reporting improved audio quality of telephonic appearance calls as compared to their previous provider, and nearly all instances, this has been without the addition of expensive or new audio visual equipment.

Judges, court reporters, clerks, and assistants are in the courtroom environment all day actively listening to the courtroom proceedings and communication.  Less-than-optimal audio quality can cause people to strain to hear or understand what is being said, which in turn can cause fatigue and a loss of concentration, and ultimately, could affect the outcome of hearings.

With over 30 years of experience in voice communications and networks, ATI can provide the consultative services to optimize audio quality which will make for a great experience for all involved.

Cloud or Prem? Both Please.

It’s inevitable. Any back office application or solution provider will most likely ask the question: “Cloud or Prem”. Our answer: Both.

The days of sprawling corporate premise based data centers are solidly behind us. Those looming racks of servers that themselves replaced monolithic mainframe iron have been displaced by cubicles, conference rooms and cafeterias. So who wants prem, you may ask? The answer is everyone, to some degree.

Customers are moving mission critical apps and processes to AWS, Google and Microsoft Azure at an amazing pace. A recent Forbes article noted that 83% of Enterprise applications will be cloud based by 2020. So, the question is, what is that remaining 17% consist of, and what portions of the business still need to be prem based? More often than not the answer is data. Some databases are so critical that the need to be always available locally, and may contain information that is so vital (or private), that it can’t be trusted off site. In these cases, ATI designs prem based customer service automation systems that can be contained within the customer’s virtualized on site plant. Now, that said, these same customers often don’t want the responsibility of receiving PCI (credit card) information directly from customers. Receiving and storing such data requires stringent and invasive PCI certifications of the entire prem network – not something most organization want to initiate or maintain.

 ATI can design a solution that addresses both of these issues. The PORTALS modular design allows elements of the system to be deployed on site (to interface databases and communication systems) and other elements in the cloud (to relieve the customer of PCI concerns, leveraging our PCI-DSS compliant cloud solution that never stores PCI data).

 

When ATI’s clients are torn between decisions of Cloud vs. Prem, we say BOTH!

Serving Customers

Serving Customers

Pete Peterson 9/12/2018

 

It’s the single most important job of any business. And the most challenging.

 A balancing game exists today for companies to both serve customers in a personal and careful manner, and to lower the costs of doing so. Sending a customer away feeling that they were helped in a way that saved them time and solved their problem can be achieved through many different approaches. The easy answer is to always have a live agent, ready, and available without an extended wait. This was the gold standard for decades – “I’m here, I’m on the phone, and I’m ready to help you now”.

The pendulum swung to automation starting in the 80s, and peaking in the late 90s with systems that encouraged customers to forgo live help and retrieve information automatically, first through IVR and later through web, email and most lately Text/SMS. Early on, this was seen by the Silent Generation, Baby Boomers and GenX’ers as impersonal and unhelpful. In the early days of automation, they were spot-on right about this in most cases. Early ventures into automation was done in a way that often forced callers to navigate endless IVR menus and questions, entering account information repeatedly - finding that in the end, they needed to still talk to someone and then wait in an extended queue since the provider was banking on automation to lower their FTE headcount. Automation got a really bad name during those years.

 Fast forward to the ‘00s – The web is fully part of our lives. The fore mentioned generations have now joined their Millennial kids in accepting automation as convenient and a valid alternative to a live agent – at least in web form. I took a few years for IVR to catch up.

 It was in these years that ATI began to re-think IVR. How can we design IVR in a way that doesn’t drag callers through piles of menus asking multiple questions that don’t apply to most customers? The answer: Context Sensitive IVR. Imagine that you know a lot about the customer -- who’s calling. You wouldn’t offer nearly as many menu options or branches to someone if you know where they stood with the provider. For example, instead of reading a list of 10 options like Payment, balance, address correction, etc., we might start out with a special context for this customer because they have a credit amount on their account. We might identify a customer that cannot be handled automatically because of their status, and vector them into a special agent queue for that particular status. We might make special offers to this client based on their previous buying habits. All of this can be done as long as we first identify the caller with an account number or caller ID.

As we moved on into the new millennium, other channels became available that followed the same benefits of context sensitive scripting – integrated WEB, SMS and IVR lend themselves well to a cross-platform approach that blends live telephone agents and chat help.

ATI’s PORTALS platform is the product of these decades of experience with customers and clients, and has played a major role in Corporations, Medicine, Universities, government and courts interfacing with their callers and customers.

The new frontier of customer service will encompass AI, WEB RTC and other new tools and protocols – and PORTALS will be there – connecting customers and solving problems.