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The Primas Group Releases Linkscope Version 2.0 at ICMI's Contact Center Management Conference and Expo

Posted on: Tuesday, 2 June 2009, 13:40 CDT

New Version of Innovative Software Launches at Leading Gathering for Contact Center Professionals in Austin, Texas

AUSTIN, Texas, June 2 /PRNewswire/ -- After creating an industry stir with earlier versions of its Linkscope contact center productivity pack, The Primas Group has the call center industry buzzing at the introduction of version 2.0 of this application, being launched this week at ICMI's Contact Center Management Conference and Expo, taking place June 1-3, 2009 in Austin, Texas.

LinkScope Version 2.0 is a substantial upgrade to the previous version and includes the addition of new productivity modules including Screen Pop, FreedomQ, IVR and agent performance modules, Call Recording Integration and Path Analytics, as well as a complete redesign of the user interface. Key capabilities introduced in Version 2.0 include IVR Champion Challenger Testing via IVR Performance Module, Screen Pop in a day via CTI Enablement Module, FreedomQ Customer Convenience Enablement Module, and a First Call Resolution Module.

By taking advantage of existing call center infrastructure, LinkScope's enabling technology introduces a suite of empowering tools that provide real-time access to key performance indicators throughout the call center. Through the utilization of champion challenger tests and threshold based alerts, contact center management is able to optimize customer experience affecting processes within the contact center.

"The comprehensive nature of this suite is unprecedented," said Mike Mastro, Primas Group President and CEO. "Because it takes advantage of existing infrastructure, it can typically be up and running in less than a week. At a time when most organizations are doing everything they can to cut costs, this puts actionable information in their hands in days rather than weeks or months."

The Contact Center Management (CCM) Conference & Expo is presented by the International Customer Management Institute (ICMI), one of the call center industry's most respected organizations. The ICMI CCM Conference and Expo takes place June 1-3 at the Renaissance Austin Hotel. This year's program includes five different site tours, highly interactive breakout sessions and totally fresh content that will focus on improvement, development and savings.

For more information about The Contact Center Management (CCM) Conference & Expo, please visit http://www.icmi.com/CCM2009.

To learn more about Linkscope Version 2.0 visit www.primas.net/LinkScope/ or call 888.477.4627.

About ICMI

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals - from frontline agents to executives - who wish to improve customer experiences and increase efficiencies at every level of the contact center. ICMI's experienced and dedicated team of industry insiders, analysts, and consultants are committed to providing uncompromised objectivity and results-oriented vision through the organization's respected lineup of professional services including: Training and Certification, Consulting, Events, and Informational Resources. Founded in 1985, ICMI continues to serve as one of the most established and respected organizations in the call center industry.

About Think Services

Think Services connects specialized communities worldwide using educational events, consulting, training, certification, membership, and innovative media. Providing comprehensive opportunities for people to learn from, network with, and inspire each other, Think Services builds strong brands and works within communities to foster a unique affinity with its products and services. The division's flagship products include the Game Developers Conference, the Webby Award-winning Gamasutra.com, Game Developer magazine, the International Customer Management Institute (ICMI), and HDI. Think Services is a subsidiary of United Business Media, a global media and marketing services company with a market capitalization of more than $1.6 billion. To learn more, visit www.think-services.com.

About The Primas Group

The Primas Group (www.primas.net) is a leading IVR, CTI & Speech design & Development Company. Through 200 years of collective contact center experience, Primas has built a comprehensive Suite of Customer Enhancement applications.

Specialties include

• Call Center Design & Consulting
• System Integration of disparate platforms
• Custom IVR/CTI Programming
• Speech Application Design & Development
• Integration and Optimization Tools

SOURCE Think Services/International Customer Management Institute (ICMI)

Source: PR Newswire

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