It’s safe to say the Contact Center Solutions Community has started the year with a flourish. Not only is there plenty of news regarding general business activities and industry growth, but this week also saw a lot of valuable advice on several fronts.
In what is likely a harbinger of things to come both for the company and the sector, community host Interactive Intelligence created some positive stir with the release of its preliminary financial results for the past quarter and for FY 2012. The big news here is how the market is increasingly looking the cloud for transforming contact centers. Indeed, this was confirmed with the news that T-Mobile Austria selected Interactive Intelligence for Its European Routing Platform Customer Service Initiative.
Interactive Intelligence also revealed that major moving company Wheaton Bekins is using the CIC platform to improve customer service across the U.S. Channel partner Adapt Telephony is upgrading First Bank's contact centers using CIC as well.
Before getting to the business news, you might wish to take a careful read of all of the useful advice being offered which included:
Signs of growth were indicated by the following items:
On the business side of things there was also a lot to report:
There were a few other items of interest. First in the placement by Gartner of Aegis Limited, a global outsourcing and technology services company, in the 2012 Magic Quadrant for Customer Management Contact Center BPO. Of particular note was also the fact that here in the U.S., the Virginia communities of York, Poquoson and Williamsburg call centers will start accepting SMS messages to 911 dispatch centers.
Last but not least, and proof that not everything is good news, in an ironic twist, the call center outsourcing company that maintains and operates Australia's consumer "do-not-call" list is itself being fined by the Australian Communications and Media Authority (ACMA) for making unauthorized calls to numbers listed on the do not call registry.
Weekend reading suggestions
If you want to catch up on additional industry developments this weekend, the community resources are rich in content and are constantly being updated with new videos, whitepapers on a variety of subjects. For instance, catch up on the recent 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!Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology.
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