The Contact Center Solutions Community continues to grow in terms of both jobs and the reach of community interests as this week’s news highlights.
In fact, it is nice that there remains good news on the job creation front as more and more companies come to understand the importance of investing in next generation customer interaction solutions for both inbound and outbound initiatives that improve the customer experience and loyalty. Items of note this week include:
There was plenty of great advice offered this week as we try to highlight expert views on best practices and over-looked opportunities. This includes:
The rest of the news this week does not fall into one of the categories above, but certainly is of note. For example, there is the posting about how large Australian Bank Westpac turned to Teradata to leverage that company’s analytics capabilities to gain timely actionable insights that can be used to improve the customer experience.
There was also a telling story about the need to be careful when migrating to next generation capabilities as the FCC issued a damning report about vendor failures in properly migrating E911 capabilities, which led to the massive failure of the system in April of this year.
In recognition of the importance of Big Data and analytics to online marketing and leveraging the value of customer interactions, the huge public relations Ogilvy & Mather launched a global center for data excellence known as of OgilvyAmp.
And, wrapping up the week was the announcement that Dialogic’s IMG 2020 Integrated Media Gateway is now Avaya compliant. The solution is now compatible with Avaya Aura Experience Portal 7.0, Avaya Aura Communication Manager6.3 and Avaya Aura Session Manager 6.3 as an integrated media gateway.
Weekend Reading
If you have time this weekend, a good place to spend it to catch up on industry news and trends is the community home page as your navigation tool to constantly up-dated industry news, eBooks, whitepapers, videos, insights and interesting demos.
Plus, visit our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology —which contain news and insights on specific areas of interest.
And, in case you missed them you can still access the archived version of the webinar, How Moving Your Contact Center to the Cloud Eliminates Risk: A New Way of Evaluating Cloud TCO, and the webinar Creating Effortless Customer Engagement.