Author: Marketing Communications

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SHA INTRA new release incorporating Training Management

As of July 6h, SHA INTRA product includes a new training management feature (v.3), enabling organizations to monitor the development of their training plans. By redesigning the training process, INTRA is managing the end-to-end process from training plan definition up to full execution.

This reinforces even more the complementarity of Training and Knowledge, specially in the contact center/BPO arena ( but not only) where those two elements should work hand in hand, hence our solution paves the way to a much better integration of knowledge: detection of need, validation of the solution, life-cycle quality management and now this unique feature: full visibility on how the new knowledge is acquired via training.

To do so, training plans can be defined at any of the following levels:

  • Knowledge Field
  • Category
  • Individual Articles

To help managers, training scorecard has been added, providing top-down execution visibility, being compliant with data protection regulation on each geography.

José Luis Caaveiro, the Company’s CEO commented, “it’s been a while that customers were requiring more granularity on training management and reporting. We heard those demands and implemented our solution to help our clients to cope with the training challenges”.

For more information, please contact mc@sha-saas-com

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SHA appoints Stéphane Lissillour as new Chief Customer Officer, positioning company to drive growth

SHA today announced the appointment of Stéphane Lissillour as Chief Costumer Officer. In this role Mr. Lissillour will be central to SHA strategy to leverage product portfolio and customer needs to drive growth both in current and new vertical markets.

José Luis Caaveiro, the Company’s CEO commented, “Stéphane brings significant experience into the customer support space, a critical role for our organization. His unique international experience, ability to drive multinational teams and extensive experience in rolling out international projects will be valuable in our efforts to deepen our market presence with our product range. I am confidente that Stéphane, as Chief Customer Officer, will be a success in driving our future”:

Mr. Lissilour began his career as System Enginner at Olivetti Systeme & Networks in Italy, he then joined Compaq France to develop the Service Channel, and he was then promoted to Compaq EMEA with the role of Technical Director for Africa. He moved from the IT industry to the Consumer Electronic market when joining Sony Europe where he estabished Customer Service Operations (Repair Centers, Contact Centers and web based support -including multilingual knowledge management operation). After this experience, Mr. Lissillour was then appointed as VP Customers Service by VOO, a fast growing Belgian Telco Operator. For the last 10 years Mr. Lissillour professional activities have been focused on high tech start-ups (smartphones, 3D scans, Identification software, …) where he has brought his Global Customer Centric expertise and Innovative Product Development skills.

Mr. Lissillour is graduated from Rennes (F) University in the field of Physics & Microelectronics Engineering.

For more information, please contact mc@sha-saas.com

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SHA announces renewed “Front” search engine together with Engagement Management

As of January 7th, SHA INTRA search engine performance has been significantly improved in terms of accuracy and response time. The new version delivers double digits’ improvement in response time, allowing a higher precision in search relevance as well.

This new release also incorporates the data capture for Engagement Management, an additional feature included in the backend service, that will allow SHA clients to monitor, manage and report customer engagement.

“It’s been a couple of quarters where we have rethought our search approach. We believe that this effort is worth, and our clients will benefit from these enhanced features”, said José Luis Caaveiro, CEO of SHA.

For more information, please contact mc@sha-saas.com

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SHA announces Sentiment alert feature

As of May 20th, both SHA and INTRA products include a new sentiment alert feature, enabling realtime awareness and interaction. With the help of NLP techniques, every visit is evaluated extracting customer sentiment and keywords/action items. In the event of negative feedback, backoffice will notify immediately content/article owner, and all other organization members pre configured.

“We think this new feature is a very powerfull tool for those organizations with a customer centric approach. It allows realtime interacion if needed giving visibility to the whole organzation”, said José Luis Caaveiro, CEO of SHA.

For more information, please contact mc@sha-saas.com

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SHA announces release of Intranet/Community version

As of January 3th, SHA family grows, with a new Intranet/Community version, offering clients the possibility to deploy in a closed environment the power of search, troubleshooting and analysis of SHA solution.

Envisioned as a knowledge base tool, with easy search and troubleshooting features, INTRA will boost the usage of the company knowledge base in a wide range of operations, as will become the single source of authorized information within the organization. Speed of deployment as well as a smooth workflow management process will permit to put content in production almost “on the fly”.

“INTRA is the answer to many requests from our clients, where accuracy and speed in propagating information in a closed environment like call centers is key in improving service and reducing operating costs”, said José Luis Caaveiro, CEO of SHA.

For more information, please contact mc@sha-saas.com

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Automatic Language Translation integrated on SHA

As of September 24th, language translation has been incorporated on all SHA versions, offering users the posiblity to translated base language of the application up to 90 different languages. This achievement has been done throught the seemless integration of “Google Translate” into the SHA backend.

“It is a terrific achievement for SHA clients, as simplifies and accelerates the multilanguage deployment of our software”, said José Luis Caaveiro, CEO of SHA.

For more information, please contact mc@sha-saas.com