What an unusual week in the Contact Center Solutions Community. I never thought I would use the word “war” in an article for the community, but interestingly in different context I ended up using it not once but twice.
The first instance is in regards to what is nothing short of what can be construed as a declaration of war in the intensely competitive Workforce Optimization (WFO) with the announcement by Aspect Software that is aggressively going after the installed bases of NICE Systems and Verint. Hang onto your hats because this is going to be fascinating to watch unfold.
The second item of note was the JITC certification of T-Metrics contact center on Microsoft Lync 2013 for placement on the APLITS (Approved Products List Integrated Tracking System). This means U.S. military organizations can now use this solution in their war preparedness efforts.
In other non-conflict related news involving new capabilities, implementations and partnerships this week saw the following:
In other news, there was recognition from Benchmark of Canon U.S.A.’s excellent customer service, along with the Qualfon acquisition of Center Partners being recognized as the Small-Market Deal of Year for 2014.
In addition, I provided my thoughts on customer dissatisfaction with how we are all treated regarding being placed in on-hold limbo. NICE Systems with it voice recognition security solution has joined the FIDO Alliance, which is helping shape the future of strong non-password based user authentication. And, ContactCenterSolutions Contributing Writer Steve Anderson had a thoughtful posting on how proper training of contact center agents has become a top priority in the pharmaceutical industry.
Weekend Reading
For those of us in the U.S. who are going through either a late Fall snow storm or are spending time raking leaves, and for everyone else as well, why not take a break and catch up on your areas of community interest this weekend? The community home page is here as your navigation tool for linking 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, as a gentle reminder in case you were unable to participate, 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, are both available for downloading.
Finally, to our U.S. readers, HAPPY THANKSGIVING!