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ContactCenterSolutions Contact Center Week In Review

February 01, 2008

Welcome to this weeks edition of the ContactCenterSolutions Contact Center Week in Review. Just enough to get you caught up with the latest happenings in the call center space before you enter into football frenzy.
 
This week, Castel Inc., a supplier of contact center solutions for the collections industry announced the release of Castel Connect 3.0.

 
The latest version extends functionality for collections call centers and includes a dynamic ANI that broadcasts local caller ID based on the region being called as well as Intelligent Message Deliver which includes outbound IVR functionality. Find out more HERE.

Direct Interactions Inc. also announced this week that it selected Contactual's Virtual Call Center Solution for its operations.
 
Direct Interactions Inc. is a provider of home-sourced contact center solutions and will utilize the OnDemand Contact Center to offer its clients more profitable solutions as well as to offer employment opportunities for America’s wounded veterans and people with disabilities.
 
“Our partnership with Contactual delivers cutting-edge contact center technology into the homes of our agents,” said  Matt Storey, founder and president of Direct Interactions.
 
Aspect Software Inc. made headlines this week as it was selected by Arvato Services, a global third-party customer service outsourcing provider, to create a virtual SIP-based VoIP contact center.
 
As per the partnership, Arvato will leverage 400 seats of Uniphi Connect with its Aspect CallCenter ACDs to create the contact center. Read more HERE.
 
In a bid to improve its overall customer service, Idearc Media also announced this week it will expand its use of the NICE environment. Included as part of the new order is NICE SmartCenter solutions including Adaptive Interaction Analytics, Customer Feedback and Performance Management. To find out all the benefits this will provide CLICK HERE.

To meet the complex challenges of agent selection, performance and retention, a new Contact Center Solution was also released this week by PreVisor. The company claims the new solution is "a holistic assessment of key contact center competencies that impact performance metrics. These competencies include customer service ratings, average handle time, quality assurance, agent-adherence to policy, cross-selling, and 90-day post-hire retention." Find out more HERE.
 
Hosted Contact Center  solutions provider Five9 hit the headlines twice this week with the launch of a new referral program for its partners and customers and the appointment of a new CEO.
 
The new referral program allows Five9 customers and partners to provide sales referrals and share in the license fees generated by those referrals.

"Many of our customers have come to Five9 after hearing about our offering from someone they trust,” said Jim Dvorkin, CTO of Five9. “This program allows us to reward our customers for recommending
 
The company also welcomed a new President and CEO, Mike Burkland. Burkland served as CEO for several leading software companies prior to this appointment. Most recently, Burkland ran the Strategic Advisory Practice at ICN, a firm specializing in providing leadership and strategic advisory to high technology companies.

To gain a better understanding of Telemarketing Services, an article this week highlights a recent TeleResources, Inc. white paper, “Understanding Telemarketing: A Quick Start Guide to Telemarketing Success." Check it out HERE.
 
That’s all for this week, but be sure to check back with ContactCenterSolutions throughout the week for all the latest in contact center-related news as it happens!
 
Enjoy the game!
 
 
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.

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