Contact Center Solutions Featured Article

TMCnet Contact Center Solutions Week in Review

December 29, 2012

This being the end of the year, it’s not surprising that much of the activities in the Contac Center Solutions Community revolved around predictions and advice. In fact, while I made mention of this last week, I’m going to give another plug for the interview I conducted with community host, Interactive Intelligence (News - Alert) CMO Joe Staples, at the end of last week. You’re sure to find his observations about the year past and what lies ahead thought-provoking.

I think you will also enjoy my commentary on TMC CEO, Rich Tehrani’s (News - Alert) recent blog on the impact mobile.

 Now to those other insights. Six are worth noting:

  • Take a careful read of an Aberdeen Group’s Omer Minkara as he looks at the year ahead in contact center solutions.  
  • TechNavio's report on the global enterprise PaaS market, 'The Global Enterprise PaaS Market 2011-2015,' is now available.   
  • There is an interesting post as to why changes in the insurance industry are demand the use of new technologies for things like improving customer interactions.
  • Along similar lines, you are sure to find out why the gains are worth the headaches when refreshing legacy IT Systems.
  • Frost & Sullivan (News - Alert) recently released a new report, revealing that the Asia-Pacific Contact Center Applications Market registered more than 13-percent growth in 2011. Although the market for contact centers in the Asia-Pacific region continues to grow, organizations are now focusing on improved customer service to differentiate themselves from their competitors.
  • The changing nature of customer requirements means that having only phone interactions will not be sufficient for success going forward. Multi-channel approaches will be needed in 2013.

News

In other industry news, there were some interesting items concerning using the cloud to bring enhanced contact center solutions to SMBs, the great performance of one virtual contact center during Hurricane Sandy, industry recognition and a whimsical look at how online dating for seniors is the ultimate communication as a service.

In short, take a look at the following:

  • Ringo is aggressively pursuing bringing cloud-based contact centers to SMBs.
  • You should be impressed by the performance of Five9's (News - Alert) virtual contact center in NJ during Hurricane Sandy.
  • TMCnet Contributor Steve Anderson highlights why online dating for single seniors is the ultimate Communications as a Service (CaaS).
  • Last but not least is the fact that Bright named Shop Direct one of the top call centers in Europe.

Weekend and holiday reading  

If you’re looking for some extra reading over the holidays the resources of the community are rich in content and are constantly being updated with new videos, whitepapers on a variety of subjects.   

Catch up on the recent webinar, Best Practices for Evaluating a New Contact Center Solution: Leading Analysts Share Their Insight and Research, as well as the webinar, The Call Center is Dead, Long Live the Contact Center! if you were not able to join them.

And please don’t’ forget to review our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology.

Happy New Year!

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.



Article comments powered by Disqus

Related Contact Center Solutions Articles

3CLogic and IntelaCloud Combine on Integrated Hosted PBX and Cloud-based Contact Center Solution

3CLogic and IntelaCloud offer single cloud-based solution combining hosted PBX and contact center capabilities. [ Read More ]
10/02/2014

Plantronics Unveils New High Performance Headsets and Digital Processors

Plantronics news headsets and digital audio processors design to improve agent and customer expereinces. [ Read More ]
10/02/2014

CorvisaCloud: Listen to your Customers, Address Needs

A CorvisaCloud second annual customer service survey reported an improvement in customer service since 2013; while that is indeed good news, the bad news is that even though businesses profess that 'the customer is king', they don't seem to be doing enough to really wow them. [ Read More ]
10/01/2014

Sound Telecom Points out the Benefits of Multilingual Answering Service

One of the consequences of globalization is the homogenization of the world, which is responsible for companies delivering the same service in locations as diverse as South Africa and New Zealand. Another is accessibility to talent, so companies in Silicon Valley can hire engineers and computer scientists from India and elsewhere. This has resulted in the influx of foreigners in the vast majority of metropolitan cities around the world giving rise to multilingual communities. [ Read More ]
09/29/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!