Contact Center Solutions Featured Article

TMCnet Contact Center Solutions Week in Review

November 24, 2012

First, for those in the U.S., Thanksgiving has truncated our work week, and we at TMCnet would like to wish you and your families a happy holiday. Judging by the amount of news in just the past few days, the industry certainly has a lot to be thankful for, not just this week but for the year.

The best place to start is with my coverage of what is what is sure to be a major trend in the coming year, the expansion of vendor ecosystems with the opening or extension of “app stores” for their foundational platforms. Community host Interactive Intelligence (News - Alert) is once again leading the way with the introduction of Interactive Intelligence Marketplace, which will be open for business in December and features over 36 internally developed and third-party apps.

Expect the rest of the industry to be if not fast-followers, certainly imitators.   

It should also be noted that TMC’s (News - Alert) Cloud Computing Magazine has honored Interactive Intelligence with our “2012 Cloud Computing Excellence Award.”

Before getting to developments in new products and services, you might also wish to look at some findings about market trends. This includes:

And speaking of industry recognition, in the sometimes overlooked but crucial lead generation management sector, Leads360 has been ranked in Deloitte's 2012 Technology Fast 500 List

Other industry news included:  

  • Some NYC residents accusing New York's 911 call center of failing them during Hurricane Sandy, an accusation which Mayor Michael Bloomberg (News - Alert) immediately denied when he stated the over $1 billion upgrade to the system worked very well considering the unprecedented call volumes it was able to handle.
  • Automated testing company Cyara published a customer success story on a recent IVR and contact center technology upgrade for a major financial institution.
  • Supporting over 50 clients with nearly 1000 employees, Roseburg, Oregon-based First Call Resolution (FCR) – a call center services company upgraded its customer interactions capabilities with the help of local cloud-based provider Rio Networks.
  • The proper handling of customer interactions can cost time, money and ultimately customer loyalty. This is why Gfk User Centric has developed a way for contact centers to spend their human capital in the least wasteful way possible.
  • UK's C3 launched a new version of Fusion IVR that includes the addition of a call center application that can transform the most basic IVR service into a fully-functioning call center, simply by dragging and dropping the node set to the relevant point in the script. 
  • Tadiran (News - Alert) Telecom announced that the Chinese State Grid power has certified the company's Aeonix UC&C solution for use in China.  

Weekend and holiday reading  

If you have the time for some industry reading during for what many of us will be a long weekend, I would first recommend my article from a few weeks back, “Who Owns the Customer Experience? Hint, Customers Do.” Plus, the community is filled with updated materials which include new videos, whitepapers and podcasts on a variety of subjects. In fact, it would be a great time to take the Web out for a QuickSpin. 

And if you’re a Microsoft Lync customer, download the featured whitepaper from the community on integrating Lync with Interactive Intelligence’s CIC. 

Other recommended items includes: The “Ask the Experts” item on mobile customer service; the recently concluded webinar, Best Practices for Evaluating a New Contact Center Solution: Leading Analysts Share Their Insight and Research, as well as the webinar, The Call Center is Dead, Long Live the Contact Center! 

In addition, don’t forget that more focused information is available on our 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 Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.



Article comments powered by Disqus

Related Contact Center Solutions Articles

What it Takes to Deliver a Superior Customer Experience

For enterprises large and small around the world for the past several years "Improving the Customer Experience" has become a C-level priority. Some might even say customer experience (CX) has become a preoccupation. The challenge for everyone who is a stakeholder in developing ways to improve CX is in divining the answer to a straightforward but devilish question, "What does it take to deliver a superior customer experience?" [ Read More ]
09/02/2014

Big Data: Changing the Recruitment Process

Big data is having an impact on every aspect of business today, and recruitment is no exception. Many HR managers are increasingly turning to big data to find the right people for the right position. This idea of using big data for recruitment is called people analytics, and has been adopted extensively by many companies, especially those in the call center industry. In fact, call centers have been one of the biggest beneficiaries of people analytics because of its high attrition rates and the d… [ Read More ]
09/02/2014

Mobile UC Benefits From 'Interactive Virtual Queuing' For Efficient Customer Care

A recent study commissioned by Nuance of 1,000 American consumers, confirmed the changing needs and concerns for customer service brought about by smartphones and online self-service applications for information and simple business transactions ("mobile apps"). Eighty-two percent of consumers only contact customer service when they can't resolve their needs online by themselves. [ Read More ]
09/02/2014

How to be the 'Squeaky Wheel' of Customer Service

Sometimes getting customer service can be tougher than anyone might expect. It's easy to think that, particularly these days, businesses will go to just about any lengths to get and keep customers, but when it comes to customer service, that's not always the case. However, there are ways that customers can, at least somewhat, force the issue, and get great customer service out of a company, even when it would seemingly rather not provide that service. Squeaky wheels, after all, get the grease, a… [ Read More ]
09/02/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!