Contact Center Solutions Featured Article

April 08, 2008

Sybase 365 Takes on Global Contact Center Industry

By Anshu Shrivastava


Sybase (News - Alert) 365, a subsidiary of Sybase, Inc., has announced that it has identified the contact center industry as a key market for the company’s SMS messaging services.
 
According to the company, as part of its strategic move into this industry, it has partnered with Datasquirt (News - Alert), a New Zealand-based company that specializes in mobile and multi-channel contact management solutions.
 
The partnership, which is expected to target contact centers worldwide, will bring together Sybase 365’s (News - Alert) expertise in mobile messaging delivery and Datasquirt’s hosted software solution for contact management, CONTACTTM.
 
The bundled solution, Sybase 365 officials explained, will enable contact centers to utilize SMS as a two-way channel of communication, to improve both inbound and outbound customer interactions.
 
Officials pointed out that Datasquirt’s platform complements existing Automatic Call Distribution (ACD) systems with the distribution of text messages to pre-defined segments of a corporate customer base, and management of customer inquiries and feedback through the SMS channel.
 
Howard Stevens, senior vice president of international operations at Sybase 365, noted that text messaging has become the preferred form of communication for many consumers, and more and more enterprises are beginning to embrace mobile services as an effective tool to improve customer satisfaction in the face of changing consumer attitudes.
 
“Our partnership with Datasquirt is a milestone in our strategy to offer messaging solutions to the global contact center industry. It is a testament to Sybase 365’s commitment to strengthen its foothold in this industry and is the first of other application partnerships to come,” he said.
 
Aaron Ridgway, CEO at Datasquirt also commented that text messaging has become a central part of people’s lifestyles, and that contact centers can’t afford to be left behind and ignore changes in consumer behavior when executing their customer service and marketing campaigns.
 
“We see great potential for our solution, and are excited to partner with Sybase 365 to deliver reliable SMS functionality to contact centers worldwide,” he said.
 
Sybase 365 also recently announced that it would expand its agreement with IC3S AG, a German technical service provider for mobile communication solutions, in a bid to address the rising trend of the operator community to outsource international person-to-person (P2P) messaging.

Anshu Shrivastava is a contributing editor for TMCnet. To see more of her articles, please visit her columnist page.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Level the Playing Field With Business VoIP, brought to you by Speakeasy (News - Alert).


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