Contact Center Solutions Featured Article

TMCnet Contact Center Solutions Week in Review

July 14, 2012

This week was dominated by a number of features that looked at the practical advice on such things as social media, along with opinions about challenges and opportunities for the contact center solutions community. 

Considering all of the buzz around social media and its role in the transformation of contact centers, a great place to start your review of this week is with TMC (News - Alert) Executive Editor Paula Bernier’s interview with Interactive Intelligence CMO, Joe Staples on industry trends and the impact of, not only social media, but also things like speech analytics and mobility on contact centers.

Attention should also be paid to:

  • What the Corporate Executive Board is recommending for contact center administrators in terms of adjusting their approach to providing compelling customer experiences.
  • Research from the Customer Contact Council that once again highlighted that at the end of the day customer loyalty is a function of how fast resolution times are regardless of channel used. 
  • Why business process automation is critical for providing better customer services.  

At the risk of sounding self-serving, I also think readers will be interested in my own take of the frustrations of getting customer service whether when interacting with a web site or a person, and why this is not about having a technology checklist, but having a well thought out and executed plan for listening, learning and acting.

News

Along with the expert opinions, there certainly was no shortage of news this week:

  • TMCnet Contributor Carolyn Dawson reported on TargetX’s  release of two cloud-based tools aimed at the education sector in the area of student-retention that have been developed on the popular and well-accepted Force.com platform of Salesforce.com.
  •  CallMiner unveiled its v9.0 of Eureka! cloud-based speech analytics solution.  
  • AMC Technology, a provider of enterprise and contact center application integration software, announced support for Cisco Mobile Agent to its Contact Canvas salesforce.com CTI (News - Alert) Adapter.
  • KANA Software Inc., a global player in customer service solutions delivered on-premises or in the cloud, drew significant attention with its acquisition of process-based contact center provider, Ciboodle, from the Sword Group. 
  • Interactive Intelligence and TechnologyOne have partnered to focus on IP business communications and customer relations management solutions for public sector organizations in Australia and New Zealand.

Finally, there was a forecast from Ovum (News - Alert) that predicts 100 percent growth for home agents by 2015. Inventions around security, vertical market development and advances beyond the conventional U.S. market will be key contributors. And, be sure to read Paula Bernier’s interview with Jon Arnold (News - Alert) in our “Ask the Expert” feature for his view on the role digital signage can play in targeting customers.  

Watch and learn  

For your weekend viewing, our latest addition to our community, “Video Showcase,” is a great place to pick up best practice. Plus, as always you are invited to review all of the other valuable resources on the community —our glossary of terms, featured demo, eBook, podcasts, whitepapers.  And, if you have not, please sign up for a free Contact Center Solutions eNewsletter.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.



Article comments powered by Disqus

Related Contact Center Solutions Articles

Altocloud Jumps in the Smyths Toys Toybox to Bolster E-Commerce Presence

Those not immediately familiar with Smyths Toys can be forgiven, particularly if they don't live in the U.K or in Ireland, where Smyths Toys has at last report 80 stores to its credit. But Smyths Toys might well be easier find thanks to a new connection with Altocloud, which will bolster Smyths Toys' online presence and make e-commerce that much easier to carry out. [ Read More ]
04/22/2015

US Contact Center Jobs Continued to Increase in the First Quarter of 2015

The number of new U.S. contact center jobs was on the rise in the first quarter of this year, according to a jobs4america report. [ Read More ]
04/21/2015

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!