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Contact Center Solutions Week in Review

May 17, 2014

It was a busy spring week in the Contact Center Solutions community, with a mix of product and partnership announcements and some guidance for offering customer service that follows best practices. The top stories for the week include the following:

AVOXI, a cloud communications provider focused on meeting the international calling needs of call centers, hotels, tour operators and global enterprises around the globe, has expanded its channel partner program by adding three new partner programs- Referral, Reseller and White Label.

To provide contact centers with enhanced authentication capabilities phone fraud prevention and contact center authentication specialists Atlanta, Ga.-based Pindrop Security, and secure voice biometrics company Madrid, Spain-based AGNITiO, announced a partnership to protect contact centers as they adapt to an increasingly mobile customer base.

Customer experience solutions provider, Aspect (News - Alert) Software has introduced Voxeo CXP Pro 14, a bundle of the new releases of Voxeo CXP 14, an application lifecycle management platform, and the IVR platform Prophecy 14.

Interactive Intelligence (News - Alert) has received the 2014 highly coveted Frost & Sullivan North American Contact Center Systems Company of the Year honor for the third time.

C3 (News - Alert)/CustomerContactChannels, a global provider of customer management solutions, will be growing its operations in Guatemala thanks to an expansion, it was announced this week.

BenchmarkPortal (News - Alert) presented the ‘Center of Excellence’ certificate to the retail services business unit of Alliance Data Systems Corporation, a provider of data driven marketing and loyalty solutions.

Atlanta-based AutoTrader.com recently earned BenchmarkPortal’s prestigious "Center of Excellence" certification. The company has been honored with this certification for the second consecutive year.

Want to know how other people feel about working from home? Aspect Software’s European operations recently conducted a survey of U.K. remote workers. The results are food for thought. And if you run or manage a contact centers, here are some things you can do with a virtual staff.

Zultys (News - Alert), a provider of unified communications solutions, unveiled Zultys Mobile Communicator -- version 4.0 for Android.

In final news, it’s Obamacare in the spotlight. In the State of Connecticut, new reports say the costs to run the contact centers to support the state exchange may be doubling over estimates. Maximus, the contact center services provider in the state, originally said it would charge $15 million, according to WNPR news. Now, the state has said those costs may run double, though the cost escalations are being chalked up to higher demand for health insurance plans on the state exchange.

Have a great weekend. See you again next week!



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