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TMCnet Contact Center Solutions Week in Review

March 23, 2013

Welcome to the weekend, which means it’s time to wrap up the week’s events in contact center solutions.

Alteva’s (News - Alert) wholesale hosted unified communications (UC) offering is growing. The company has announced that it’s expanding the offering to include optional Tiers 1 and 2 customer support to its resellers, providing them with a comprehensive package of services for their customers.

ING DIRECT Canada, a wholly owned subsidiary of Scotiabank, is reportedly leveraging IBM (News - Alert) software and services to apply a smarter commerce approach to consumer banking, which in turn will improve the bank’s customer experience, including simplified account access across mobile devices and social media channels, voice recognition and advanced security.

Intuitive Consumer Experience Company, [24]7, recently announced that it has effectively improved IVR experience for customers using smartphones with its new [24]7 Visual Speech solution. Incorporating predictive analytics and real-time decisioning, the latest offering from the company will deliver an advanced HTML5 mobile Web experience to consumers without the need for them to download a mobile application.

Realizing that selling smarter and better for a multichannel customer is not easy, JDWilliams, well known for direct home shopping in the UK, decided it could do with some help from eGain’s customer engagement hub. Supporting over three million shoppers across 25 online brands is hard work, and the online retailer required an agile, scalable, unified customer engagement platform that could keep pace with the shopper channel preferences, and also generate loyalty.

Comm100, a provider of customer service and communication solutions for enterprises, has enhanced its live chat solution with a "zero downtime upgrade” feature.Comm100 Live Chat, a Software-as-a-Service based live chat software solution, is used by more than 100,000 businesses, the company said.

According to a recent Voice4Net blog, fragmentation of technology is one of the biggest challenges in the contact center environment. Agents are forced to learn and then simultaneously manage five or six disparate applications to then manage a simple request from the customer. This fragmentation is the result of a number of different realities in the industry.

Social media and the Internet deliver data that offers added understanding to engage one another in real time, leading to richer emotional connections with customers. Although many customer relationship management practices involve mining big data, most regularly overlook powerful opportunities that can improve customer relationships and loyalty, and increase revenue.

Natural disasters are not only transforming our planet and those affected by such forces, but also the way customer service should be handled. As the number and ferocity of storms increases, such as Hurricane Sandy, Snow Storm Nemo and the recent blizzards bombarding the East Coast, companies must evaluate their contact centers’ level of preparedness for natural disasters.

That’s all for this week in contact center solutions. See you again next week!



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