First, for those in the U.S., Thanksgiving has truncated our work week, and we at ContactCenterSolutions 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 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 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:
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. Follow us on Twitter.