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ContactCenterSolutions Contact Center Solutions Week in Review

March 16, 2013

Welcome to the weekend, which means it’s time to wrap up the week’s events in contact center solutions.

To accommodate more administrative staff and customer service representatives, FamilyTree.us.org has announced the expansion of its call center. In the future, the company expects to attain 100 percent satisfaction from all customers who call customer service and see quick hold times and superior problem-solving agents.


Armanino has unveiled a Warranty Management and Product Repair offering, especially for Microsoft CRM 2011. The product lifecycle for manufacturers, distributors, and medical device and life sciences organizations will be well supported by the incorporated application.

There’s no question that too much time on hold can kill a customer relationship. Training and hold messaging solutions provider, On Hold Company, indicates that by providing proper training in managing priorities and understanding company policies and procedures, fewer calls can go awry.

When the Affordable Care Act was declared constitutional last summer, President Barack Obama’s home state of Hawaii became the first state to apply to the Centers for Medicare & Medicaid Services (CMS) to create a state-based health insurance exchange. Act 205 had already established the Hawaii Health Connector in 2011.

Earlier this week, the Connector issued a request for proposals (RFP) to find a partner to provide contact center services.

Latino buying power in the U.S. is expected to hit $1.5 trillion by 2015. The Hispanic population is the fastest growing population segment of the U.S., and is expected to grow 167 percent by 2050. This information, contained in a Nielsen report called “The Hispanic Market Imperative,” also points out that the Hispanic culture displays certain characteristics that will make it sustainable as the population grows. In fact, by the middle of this century, Americans should expect American culture to display a strongly Hispanic flair.

One company, LiveOps, offers services to help meet these needs of U.S. Hispanic customers.

The reputable data integration software provider, Informatica Corporation, has announced a number of initiatives, all aimed at improving the customer experience. In addition to expanding the Informatica Global Customer Support offerings, Informatica has also reportedly enhanced its award-winning MySupport portal. An array of self service capabilities have been added to the portal for the convenience of its wide ranging clientele.

AnswerNet, a privately held telemessaging firm, has extended its service contract with Georgia Aquarium, one of the world’s largest aquariums, featuring six galleries, more than 70 exhibits and over 10 million gallons of water, for an additional three years. AnswerNet manages all customer service, subscription, event and crisis calls for Georgia Aquarium that welcomes over two million guests annually, and has been the Aquarium’s voice to the world since 2009.

That’s all for this week in contact center solutions. Enjoy your weekend, and see you next week!



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