There is so much to make you aware of for your weekend reading about contact center solutions this week it is hard to know where to begin. Maybe the best place to start is actually looking at what is coming up next week that you absolutely should make note of. As my colleague Tracey Schelmetic featured, community sponsor Interactive Intelligence has a fascinating webinar on July 31 at 11:30 EST, “The New Mobile World: Changing the Way You’ll Service Your Customers.” This is an emerging area of profound potential impact, and is something that if you can’t participate in live you should definitely plan on reviewing when you have a chance.
On the news front we had a veritable flood of activity. Leading off are observations about industry trends. These included:
As many of you know TMC is celebrating its 30th year of covering the customer interactions space, and as Executive Editor Paula Bernier has been interviewing a variety of industry executives and analysts to get their perspectives on where we have been, are and are headed. This week Paula got the thoughts of:
· Lisa Stockberger, vice president of Vanguard Communications Corp.
· David Baker, vice president of sales at Servion Global Solutions, Inc.
· Alex Bratton, CEO and chief geek of Lextech Global Services
· Armin Gebauer, CEO of MobileAware
Since it is financial reporting season, the results from selected companies were also highlighted. Interactive Intelligence reseller Adapt Telephony Services turned in a strong first half, for example. And, despite what the financial analyst portrayal, in looking at the Interactive Intelligence results from a long-term rather than short-term perspective there were more than encouraging things to note. Sales were up despite global economic challenges, and cloud sales in particular are gaining momentum. In addition, the financial guys should have been impressed with the fact that Interactive Intelligence is getting bigger deals (with longer sales cycles and delayed revenue recognition because of the robust cloud services growth) and is investing in the future to sustain a strong competitive position in the cloud space.
In other industry news, things to be cognizant of included:
For your weekend viewing
Just a reminder, we recently updated the community and added, “Video Showcase.” This is a great place to pick up best practices, and other useful tips. Plus, do not forget to use all of the community’s resources —our glossary of terms, featured demo, eBook, podcasts, whitepapers. And, if you have not, please sign up for a free Contact Center Solutions eNewsletter.