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Contact Center Solutions Week in Review

March 22, 2014

There is little doubt that recognition is important. This week in the Contact Center solutions there was significant news for community sponsor Interactive Intelligence who was ranked by none other than Mashable as the second best tech company to work for beating out the likes of Google, Facebook and Apple. This is a high honor indeed. 

On that note, it is kudos also go to Intersec who was given Frost & Sullivan’s (News - Alert) Customer Value Leadership Award, to TeleTech (News - Alert) who has placed in the leadership position in Gartner's Magic Quadrant report the fourth consecutive year for Customer Management (CM) Contact Center Business Process Outsourcing (BPO), and to Penn Foster for making it to the finals of the ICMI global contact center awards.  

In other industry news there was a lot going on around the community and around the world. In fact, in the area of new capabilities:

  • Teradata (News - Alert) eCircle, the European digital marketing unit of Teradata, unveiled a new cloud-based version of Customer Interaction Manager, its campaign management solution. 
  • Twilio announced that it is improving voice call quality delivered via the cloud with the introduction of new features in its enterprise-grade voice offerings.
  • Phonamations is showing how to make on-hold time more valuable.
  • Veeva Systems has announced the launch of a cloud-based application called Veeva CRM Engage.

There were customer deployments that were noteworthy this week along with the expansion of next generation capabilities in developing countries and industry sectors. Regarding the former, Journal Communications, deployed Redwood's RunMyJobs cloud-based process automation platform to enhance process efficiency, speed, and focus across the company. And, on the latter, Electronics manufacturer HP has teamed up with India healthcare provider Mediciti and research group Council of Scientific and Industrial Research to open the fourth cloud-based e-health center in the Andhra Pradesh region of India.

Research also made the news with digital commerce technology provider Innotrac’s release of its annual SmartHub Cyber Monday study for 2013 which tracks actions in key performance areas related to last year's online holiday. Innotrac evaluates over 230 online merchants and focuses on data points that include shipping times, special promotions, and customer service. In addition, Frost & Sullivan is out with its analysis on the Mexican, Central American, and Caribbean contact center outsourcing services market

The rest of the news and industry insights was an eclectic mix. It included Interactive Intelligence introducing its new Global Alliance Program, and a special guest contribution from Interactive regarding the top 5 Contact Center initiatives not to be ignored when dealing with issues surrounding the Affordable Care Act, aka “Obamacare.”   

Finally, spend some time reading TMC (News - Alert) Group Editorial Director Erik Linask’s interview at the recent ITEXPO event with Alteva's CMO Bill Birnie and VP of product management Mike Timar. It is a timely look at developments in the Unified Communications (News - Alert) as a Service (UCaaS) market and how Alteva’s hosted solution is helping companies erase the geographic limitations of business collaboration.   

Weekend reading  

First, I wish to thank those of you who have offered kind words on the recent redesign of the community home page. We are delighted you like it and hope it serves as even more of an encouragement to easily access the constantly updated new eBooks, whitepapers, videos, demos, etc. I also want to point out that 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, I am continuing to recommend the recent webinar Key 2014 Contact Center Trends and Priorities: How you can be ready, as one for downloading if you were not able to participate. 



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