It’s been a busy week in the Contact Center Solutions community, to say the least. It has featured important product and services announcements, along with market insights and some interesting tweaks to improve the customer experience as well as contact center productivity.
Community host Interactive Intelligence takes center stage based on a flurry of activity. First order of business is on the product front, which saw the release of Interaction Mobilizer for Windows 8 and Windows RT, enabling companies to leverage customer service apps with tablets and mobile phones.
There was also a major upgrade to the company’s Interaction Dialer to let agents make out-bound calls more efficiently using enhanced predictive dialer capabilities.
Interactive Intelligence also got some attention from the decision by the U.K.'s Skipton Building Society, a financial services solutions provider, to have over 1,200 end users rely on elements of Interactive Intelligence’s flagship Customer Interaction Center (CIC) suite, including Interaction Recorder and Interaction Analyzer.
I also would like to call your attention to an upcoming webinar, Best Practices for Evaluating a New Contact Center Solution: Leading Analysts Share Their Insight and Research, which features what truly are the industry’s top analysts.
Before getting to the “industry buzz,” there was an interesting item by ContactCenterSolutions Contributor Tracey Schelmetic on personal data storage that is a must read. It looks at the issue of how to cope with new PCI DSS Payment Standards. And, an Avande commissioned surveylooked at enterprise mobility trends and their impact on how the BYOD trend is changing the nature of customer interactions.
As to the other news, improving customer experiences and business process automation as usual topped the list:
A few items that show the robustness of the market are also of note this week:
There is a lot for you to partake of over the weekend if you have time. For example, you should enjoy the interview my colleague Rich Steeves did at the recently concluded ITEXPO Austin 2012 event with Tim Passios, director, solutions marketing on contact center solutions and the cloud. Plus, the community is filled with updated materials which include new videos, whitepapers and podcasts on a variety of subjects.
In fact, as noted last week, I liked the “Ask the Experts” piece on excelling at mobile customer service is worth a read.
And as always, don’t’ forget to that more focused information is available on our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology.