QVD Wins PACE Awards for Leadership and TextDesk Innovation
Aurora, NE — The Quality Voice & Data team received two awards during the Professional Association for Customer Engagement (PACE) convention and expo in Tampa, FL. QVD's President was presented with the Distinguished Service Award, recognizing his leadership as PACE National Board of Directors Treasurer over the prior three years; PACE Chairman Stuart Discount noted he was instrumental in leading the organization through significant change.
Kelsey Olsen, Director of Enhanced Telecom Services, accepted the Technovation Award — recognizing innovation in the contact center ecosystem — for TextDesk, a web application that lets a group of call center frontline agents concurrently handle multiple text conversations. A full suite of HTML APIs enables easy dialer-script commands that send text messages with variable data in one click, and reporting can be run, downloaded, or pulled via API for real-time loading into center dashboards and client reports.
"Today's leading-edge contact centers are seeking ways to engage with their customers using text. Consumer behavior has changed over time — there was a time when the phone was the easiest way to get something done. Then the next generation of consumer behavior was to send an email and call if it's urgent. Recently we see more consumers using email and then texting when it's urgent. Millennials prefer a text back instead of a call back," said QVD's President.
