ContactCenterSolutions Contact Center Solutions Week in Review
September 15, 2012
It is clear that around the world Contact Center Solutions are top of mind if the news this week about new contracts, alliances and capabilities are an indication. In fact, it is nice to be able to lead with so many positive developments.
News
A good place to start is with the extensive list of new contracts:
- A major hydro-electric utility in Brazil selected Comptel to provide a new order fulfillment platform which bridges between customer order and service use.
- The Australian Tax Office (ATO) has selected Datacom as its contact center services provider.
- The Jiangsu Branch of the Agricultural Bank of China will be using Avaya solutions to build a live video contact center.
- The Caribbean telecommunications giant LIME announced it will be giving its call center contract in Grenada to TELUS International.
- Sales Simplicity Software, a company helping homebuilders automate with dynamic content management, and reporting, announced addition of more than 1,200 new housing starts in its sales automation system so far in 2012.
- T-Mobile is adding 100 new employees to its contact center in Maine by the end of the year.
- Russian mobile operator Megafon has opened a new multilingual call center for the managing directorate of the Universiade 2013, which will take place in Kazan, Russia, the capital of the Republic of Tatarstan, 800 kilometers east of Moscow.
- Panama has implemented SaaS CRM solution from FreeCRM.com to automate call center operations and streamline governmental services in the country's Office of Social Services, La Caja de Seguro Social.
- The U.S. General Services Administration (GSA) has renewed its contract with Telax as its hosted call center solutions provider.
The product side of things was also abuzz with news this week which included:
- Interactive Intelligence’s upgrade to its popular Interaction Process Automation solution.
- Business discovery company QlikTech announced that TalkTalk - a broadband, home phone and mobile provider - is piloting its QlikView Business Discovery platform.
- Aspect released Version 7.1 of its Unified IP Contact Center Solution.
- Lexifone stated that it is about to triple the annual sales of its automated voice translation service.
- Drishti has enhanced its AMEYO contact center reporting solution, Reportika, which enables contact center administrators to better track multiple campaigns and agent activities.
Last and certainly not least you should read Art Rosenberg’s feature, “Consumer Mobility, 'Customer BYOD,' and the UC Contact Center,” where he stated that, “Unified communications” (UC) may well make the contact center the biggest source of ROI for UC-enablement.” The full article is a very valuable resource for thinking about where multi-channel touch is going in contact centers.
Weekend browsing
As always for your weekend reading pleasure check out all of the valuable resources available to you on the community as well as the affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology.
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. Stay in touch with everything happening at ITEXPO. Follow us on Twitter.
