Oslo Optimizes Contact Center Resources So That Customer Service Becomes Differentiated Advantage

MENLO PARK, CA–(EMWNews – July 23, 2008) – Oslo Software today unveiled how it is

helping organizations extend their investment in Contact Center software to

significantly improve customer service. Through its unique technological

breakthrough for dynamic resource allocation and management, Oslo provides

the only scalable solution for organizations to guarantee the proper

handling of customer inquires in contact centers with multi-tier service

level agreements and variable business rules, through any communication

channel. This is in response to customer demand for improved service

through the contact center, as the number of inquiry calls that are

mishandled or ultimately “violate SLA compliance” continues to grow at an

alarming rate. Oslo’s solution allows organizations to create and maintain

service as a differentiator.

Every company needs to differentiate itself in a crowded market, and one

way of doing that is through great customer service. An enterprise that is

dedicated to engaging its customers as partners, proactively solving

problems, and delivering the right service, at the right time, in the right

place, and in the right channel, will continuously reset the bar for

service excellence. A poor contact center infrastructure makes it virtually

impossible to provide good customer service. “As contact centers evolve to

meet the changes in customer communication channels, their managers face

increasingly difficult challenges, ranging from managing a distributed

workforce to integrating new multi-channel applications,” notes Elizabeth

Herrell, Forrester. “Fortunately, new solutions and applications now help

to improve the quality of work and to direct contact center processes more

efficiently.” (Inquiry Insights: Contact Center Technologies, Q3 2008, July

17, 2008)

“The era of pure product or price advantage in the consumer marketplace is

not likely to occur again,” said Emmanuel Gonon, CEO of Oslo Software.

“They can be duplicated, but a strong customer service offering can give a

company a unique competitive advantage.” That is why we choose to apply our

unique solution to the contact center. Contact Centers represent a

tremendous competitive advantage, he says, because customers “place a high

value on customer service.”

In addition to optimizing contact center resource usage, and ultimately

improving the level of customer service, Oslo’s technological breakthrough

also benefits the organization by improving the company’s image, reducing

attrition, building loyalty, increasing purchase consideration and driving

cross and up sales. At a time when consumers perceive most products and

services as being undifferentiated, Oslo provides a means for companies to

empower themselves with customer service as a competitive differentiator.

About Oslo Software

Oslo Software enables business to quickly and cost-effectively optimize

customer service and time-to-market performance and agility while

increasing profitability through resource allocation and management

efficiency. Only Oslo Software can provide this functionality in

environments characterized by a high process volume, variability, and a

short time to decision constraint. The company is based in Lyon, France

with offices in Menlo Park, California. Please visit www.oslo-software.com

for more information.