There was the usual virtual overflow of interesting developments in the Contact Center Solutions Community this past week on many fronts. That said, the best place to start is with a series of items relating to community host Interactive Intelligence that command attention. These included:
Now to all of the other developments in the community starting with our an item from our Wheelings & Dealings section that saw USstoragesearch.com agreeing to have OpenTech Alliance serve its contact center customers.
There were several new capabilities introduced this past week which included:
There was a lot of interest in the IVR area this week. For example, ContactCenterSolutions Contributor Susan Campbell has a posting that focused on the fact that customers on hold needed to be examined in terms of what you would like to tell them during that critical period. And, IVR Messages found use outside the contact center as the U.S. Centers for Disease Control and Prevention's Preventing Chronic Disease looked at how Latinas perceive cancer screening and how they react to interactive voice response (IVR) messages for scheduling screenings.
One the employment side of things, a new report from Ovum said that the number of outsourced call center agents, working from home, is likely to exceed 100,000 soon, and by 2017, will increase still further to 160,000. Although there will still be others working in traditional contact centers as can be seen in the announcement that Qualfon, a global business process outsourcing (BPO) provider, has announced its intention to inaugurate a new contact center in Harlingen, Texas.
There was recognition as well this week, with Cars.com saying its Customer Care Team has been certified as a Center of Excellence by BenchmarkPortal, a contact center research and consulting organization. And, on there was an interesting customer implementation story about how and why Decision Toolbox turned to Masery Communication to better manage its global distributed workforce.
Finally, you also might wish to give a careful read to the article I did about the implications for contact centers on the reports that Apple is beefing up Siri with integrations to third-part services.
Weekends are for catching up on news and insights you did not have time to look at, and our newly re-designed home page is the way to get easy access to the constantly updated new eBooks, whitepapers, videos, demos, etc. Plus, check out our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology — for news and insights on specific areas that you wish to explore.
Finally, I continue 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.