Contact centers solutions are an increasingly important piece of the puzzle when it comes to success for today’s businesses. Over at the Contact Center Solutions Community we cover all the latest in call center and workforce optimization solutions news. The Week in Review offers a chance to quickly go over the top headlines from the week. Sit back and enjoy.
This week, 8x8 announced its new communications cloud offering to provide collaboration tools for businesses that take things to the next level.
8x8 Communications Cloud makes a single easy to use platform where all contact center, UC and analytics are available.
The company also announced the acquisition of Sameroom, new integrations and new open APIs for customers and partners.
CEO Vik Verma commented, “This convergence of two healthy and thriving markets- communications and collaboration- is going to change the way employees, customers and partners use and consume communications intelligence, making them better informed, more productive and more effective than ever before. The days of a fragmented communications landscape are numbered.”
In more solution news, NewVoiceMedia said it has updated its contact center and sales offerings as part of its Spring ‘17 release.
ContactWorld now offers businesses enhanced APIs and the ability to send SMS messages as well as call routing, tools for sales and service teams, and the ability to add self-service IVRs for updating existing Salesforce data.
Speaking of contact center solutions, the speech analytics market is also experiencing rapid growth according to the latest report compilation from Market Research Future. According to its findings, the next five years will see the market grow at a compound annual growth rate of 23 percent and reaching a total market size of $1.75 billion by the end of 2022.
This growth is the result of more customers choosing to have voice options alongside messaging and emailing for their communications needs. Speech analytics helps companies to listen for and extract data necessary to deliver optimal customer care.
While we’re on the subject of customer experiences – TMC’s Tracey Schelmetic wrote a feature this week looking at a recent blog from Aspect’s Chris O’Brien that addresses how important smartphones have become in the customer journey. Companies that want to grab and keep customer attention and loyalty, can no longer ignore this platform. Check out the article HERE for more.
That’s all for this week. Be sure to check back for the all latest in Contact Center Solutions news as it happens. Until next week…