Contact Center Solutions Featured Article

Contact Center Solutions Week in Review: Interactive Intelligence Lync Integration

October 25, 2014

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:


  • Two announcements from Sitel about the expansion of its U.S. operations. In the first, it is creating 200 new jobs in Lake City, Florida.   And, it is also looking to add 300 customer care specialists to its Hamilton, Alabama customer support center.
  • jobs4america, a coalition for business leaders dedicated to creating new jobs in the U.S. revealed that 16,080 net new U.S. contact center jobs were created in Q3 of this year.
  • TicketNetwork, a ticketing software provider, successfully hosted an open house job fair at its South Windsor, UK headquarters. More than 45 applicants participated and 20 percent of them got the offers. 

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:

  • A “must read” contribution from ContactCenterSolutions special guest, John Vanderpool, Senior Vice President, Global Operations, Shinetech Software Inc., who discussed an interesting case study on doing web-based forecasting for large contact centers.    
  • ContactCenterSolutions Group Editorial Director Erik Linask has an insightful piece Putting the 'I' in IVR with Virtual Assistants, that rightfully polishes the image of these occasionally maligned, but critical components of contact center operations.
  • I also would like to steer you to another item by Erik Linask, which highlights the fact that when it comes to contact center investments companies do not have to make a choice between cost saving and providing great customer experience.
  • At the risk of overly touting my own posting, I think you will get significant value from my interview with David Bolefski, strategic overlay systems engineer at Interactive Intelligence about our community host’s integration of its CIC platform with Microsoft Lync

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.   





Home