Contact Center Solutions Featured Article

ContactCenterSolutions's Contact Center Solutions Week in Review

March 10, 2012

Rounding up the top contact center solutions news for the past week, TMC noted that while the industry press has been talking cloud-based contact centers for a number of years now, a majority of contact centers all over the world would appear to have not gotten their “feet wet” yet, so to speak.


But 2012 just might be the year that the real push begins to migrate contact center functionality into the cloud. 

At a recent contact center trends and priorities Webinar hosted by unified IP business communications solutions provider Interactive Intelligence and ContactCenterSolutions, 44 percent of the Webinar's 660 attendees indicated that they would be looking to migrate their call center operations to the cloud in the near future, with an additional 13 percent having already done so.

TMC also reported that with more than 3,250 customers, Calabrio has deployed its workforce optimization (WFO) software and customer interaction products to more than one million agent desktops worldwide and the sales of the redesigned integrated Calabrio ONE software suite are sustaining upward momentum.

Calabrio's status as a reputed provider in the contact center industry increased and record sales of its WFO products have enabled double-digit growth for three consecutive years, according to company officials.

Tom Goodmanson, president and CEO at Calabrio, said, “We aim to continue this momentum into 2012 as we expand Calabrio ONE’s capabilities to deliver the industry’s premier solution that combines modern software simplicity with real business results."

TMC also had the news that PFSweb will relocate the company’s North Texas customer care center to the Renaissance Tower building in the downtown corridor of Dallas, Texas. The company has entered into a lease for 78,000 square feet of space in the building.

PFSweb’s current call center in Plano, Texas, has approximately 400 call center seats. The Dallas facility will allow the company to expand call center seats to up to 1,000. PFSweb expects the official opening of the new customer call center in April 2012.

Mark Layton, chairman and chief executive officer of PFSweb, said, “The new customer call center in Dallas along with our new headquarters in Allen, Texas, will provide us with the necessary space to properly expand our operations and support organic and new business growth.”





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