Contact Center Solutions Featured Article

April 11, 2008

TMCnet Contact Center Week In Review

By Susan J. Campbell


As always, it has proven to be a busy week in the dynamic contact center industry. Here we share some bits and pieces of the biggest news from the industry this week.
 
Customer relationship management (CRM) solutions company Soffront has received a 2008 CRM Excellence Award from TMC’s Customer Interaction Solutions magazine. Editors for Customer Interaction Solutions magazine concluded that Suffront’s products and services have substantially improved the processes of client businesses.
 
Foviance and RXP studied the contact center industry to determine how effective companies were in managing multi-channel environments. Many of the problems that were encountered during the Foviance/RXP research were due to people-related issues. Most often, either customer service staff were not trained well enough, not rewarded correctly, or simply not available in sufficient numbers to cope with seasonal peaks in demand.

A new survey commissioned by e-commerce chat company inQ (News - Alert) and conducted by the e-tailing group, assessed how 31 retailers and telcos that offer chat on their respective Web sites use the technology to sell. The results? Chat is underused.
 
The deployment of a powerful web self-service channel, powered by Talisma Knowledgebase, was completed by Easily.co.uk, enabling the company to achieve a 20 percent reduction in inbound support inquiries.
 
Outsourced customer contact solutions provider Synergy Solutions has announced the expansion of their call center facility in Johnson City, New York. Synergy has been operating in the area since 2000. In response to their continued growth in demand for from Synergy’s client base, Synergy has added 80 more workstations to their Johnson City call center, which is expected to provide more job opportunities in the local community.
 
Sybase (News - Alert) 365, a subsidiary of Sybase, Inc., has announced that it identified the contact center industry as a key market for the company’s SMS messaging services. According to the company, as part of its strategic move into this industry, it has partnered with Datasquirt (News - Alert), a New Zealand-based company that specializes in mobile and multi-channel contact management solutions.
 
CallMiner, an advanced speech analytics provider, and the PerformanceEdge Group of Aspect (News - Alert) Software, a company focused on unified communications for the contact center, have been chosen by Daimler Financial Services Americas. This selection was made to monitor the quality, content, context, intention and outcome of contact center conversations.
 
ITA Software, a provider of innovative airline IT and services, has announced that it has been selected by U.S. Airways to automate exchange ticket shopping, reprise and reissue capabilities across the airline’s customer call centers and airport kiosks.
 
And finally, Altitude Software (News - Alert), a global independent contact center solutions vendor, and Consilium Software, which develops Unified Communications software and solutions for enterprises and contact centers,  have entered into a strategic agreement to provide customer interaction management solutions. Given the increasing demand for customer interaction management, this alliance is expected to find significant opportunities in the market.

Those are the highlights from this past week. Be sure to check back with TMCnet next week for all your contact center news.
 
 
Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is, Best Practices in Agent Retention brought to you by Enkata.
 
 


Related Contact Center Solutions Articles

    Mitel Integrates Contact Center Solution with VMware View

    With an objective to bring desktop virtualization to the contact centers, virtualization and cloud infrastructure solutions provider VMware Inc. has integrated Mitel's Contact Center Solution for VMware View. This integration enables contact center managers to better serve customers with centralized administration and better security as well as the ability to reduce costs. [ Read More ]
    02/14/2012

    Blending: The Key to Broadening Call Center Quality without Additional Resources

    While many a corporate call center has found, in recent years, the need to tighten its belt, other call centers with shallower pockets, such as those that support non-profit groups or government agencies and civil services, have found the budget crunch to be even more dire. [ Read More ]
    02/14/2012

    Is Improperly Used CRM Dragging Your Customer Support Down?

    While companies have been adopting ever more technology to try and support their customers to the best of their abilities - the sales figures for customer support solutions and applications bear witness to this - customers have never been more dissatisfied. Weird? A bit. And it might just be a function of improperly chosen, implemented and used customer relationship management (CRM) solutions. [ Read More ]
    02/14/2012

    VXi Launches UC ProSet for Contact Center Users

    The UC ProSet wired headset designed especially for unified communication users in contact centers and offices has been launched by VXi Corporation. VXi Corporation has improved its unified communication B2B line with this new headphone, the UC ProSet, which incorporates several features for ease and fashion of contact center users. [ Read More ]
    02/14/2012

[ View all Contact Center Solutions Articles ]

Socialize with us

FREE Contact Center Solutions eNewsletter

Click here to receive your targeted Contact Center Solutions Community eNewsletter.[Subscribe Now]

Industry News

Featured Resources

Contact Center Solutions Glossary of Terms

Press Releases

About the Contact Center Solutions Community

    Welcome to the Contact Center Solutions Community The Contact Center Solutions Global Online Community, Sponsored by Interactive Intelligence, is designed to serve as the industry's premier resource for information and research on Contact Center Solutions technology and deployment strategies.