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When quality of experience trumps quality of service

News | 06/29/2008 5:08 pm EDT

Quality of service (QoS) isn’t good enough anymore – enterprises must now tend to the user’s actual experience. "When someone calls in, you need to know how they are experiencing the service," says Guy Yogev, executive VP and co-founder of Israel-headquartered Ransys Ltd.Speaking to Telemanagement at the recent Canadian Telecom Summit in Toronto, Yogev talked up Ransys’ Attentive software suite, which functions as a modular and customizable Enterprise Feedback Management (EFM) system. Primary usage would be in a contact centre, though Yogev sees eventual applicability in the enterprise space.

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