Contact Center Solutions Featured Article

Contact Center Solutions Week in Review

February 02, 2014

ITEXPO (News - Alert) this past week in Miami, FL had the look and feel of being a winter ground zero for what is abuzz in the contact center solutions community.  Not only were the latest and greatest solutions from our community’s major vendors and a host of aspirants on full display on the show floor, but there were several sessions of interest.

In fact, the sessions are not a bad place to start this week in review.  I will not steal the thunder from my colleagues’ coverage. I am sure the excerpts will entice you to read what our guest subject matter experts had to say.  Panel subjects included:

  • What's next for customer service?  Having gone multi-channel or in the process, what will be the impact of things like WebRTC and skills based routing that brings in a broader group of employees to interact with customers?  Read our “Editor’s Choice” to find out the answers.
  • Keeping the “care” in customer care. Context is becoming increasingly important in customer engagement.
  • "Best of All Worlds: New Face of Customer Service," focused on best practices for going social with customer interactions and the level of commitment required.
  • Customer interactions are more than just satisfying individual customer issues, they are also about brand stewardship and increasingly as ITEPO showed about both marketing—leveraging inbound and managing outbound correctly.
  • On the show floor Telax demonstrated its hosted contact center solutions.

Community host Interactive Intelligence had a big week on several fronts.  It reported another very strong quarter and continued to show the shift of next generation contact center interest in cloud-based solutions.  In addition, the company’s flagship Customer Interaction Center (CIC) has achieved certified integration with SAP customer relationship management (SAP (News - Alert) CRM) applications.

There was some interesting news in the M&A area with Warren Buffett’s Berkshire Hathaway company announcing it was buying MyAssist.

In other industry news there was a usual an eclectic mix of developments around the community and around the world.

  • OAISYS (News - Alert) recently awarded Solar Communications the 2013 Top European Partner Award.
  • Avaya (News - Alert) recently introduced the Avaya IP Office Contact Center for midsize businesses
  • Systems integrator NACR, who works with Avaya, has targeted the contact center as an area of growth with the announcement of it Service Delivery Practice
  • SDL debuted a new customer experience cloud solution to enable marketers to provide global customer experiences seamlessly via various channels in different devices and languages.
  • Home automation services company Vivant turned to Intradiem to improve the delivery of agent training.

There were two other items of interest that deserve notice. The first relates to the use of big data by retailers and how it is becoming part of a holistic look at customer experiences so that offers can be more personalized and agents can have better context about customer preferences.

I save this one for last because it is food for thought in thinking about resource allocation of social media expertise and how to leverage it.  There are significant differences in the nature of interactions on various social media and it should be noted that for the first time, Twitter now outranks Facebook (News - Alert) in social customer care queries according to the latest report from Socialbankers, provider of social media analytics.

Weekend reading  

A quick reminder, the links on the community home page can be invaluable and are constantly being updated with new eBooks, whitepapers, videos, demos, etc. Plus, for detailed information on specific areas of interest, our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology — are places to visit frequently and bookmark.

And, if you missed it, the webinar Key 2014 Contact Center Trends and Priorities: How you can be ready, is one you really should consider downloading.




Edited by Peter Bernstein

Article comments powered by Disqus

Related Contact Center Solutions Articles

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014

Survey: Deloitte Optimistic for Increased US Holiday Spending

Professional services firm Deloitte, which completes financial advisory surveys, has released the annual holiday shopping survey for nearly three decades. This year's survey, the 29th annual, shows that U.S. shoppers are optimistic entering the season for giving, which also happens to be the season for shopping. [ Read More ]
10/30/2014

Dialing for Votes

Depending on how you feel about such things, next-generation predictive dialers have become an integral, dare I say "must have" capability for political campaigns. Indeed, with the U.S. elections only days away, anyone living here not only is more than aware from watching TV that the "get out the vote" efforts are already in full swing as the airwaves are saturated with ads, but this has become that time of year when caller ID and answering systems are a godsend. [ Read More ]
10/30/2014

Survey: Mobile Experience Trumps Brand Loyalty Among Gen Y, Millennials

Retailers be warned - brand loyalty counts for less and less among younger consumers, who are likely to head to competitors if their mobile experience isn't what they think it should be. [ Read More ]
10/30/2014
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!