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ContactCenterSolutions Contact Center Solutions Week in Review

March 29, 2013

This week the Contact Center Solutions Community news was dominated by the nuts and bolts of the business with focus on deals, partnerships and indications that the market is robust around the world. 

That said, a good place to start is actually in looking at something than can expand your community networking capabilities. In fact, I recommend that you join me as a new member on Call Center Plant, a web destination that has become a popular hand out for people in the contact center industry to exchange news but most views and insights. And speaking of recommendations, I highly recommend a contribution from special guest Snowfly Incentives executive Robert Cowen. His posting about why money does make the world go round when it comes to assuring your customers have great experiences when interacting with your agents is sure to provide you with a lot of food for thought.     


Now to all those industry developments starting with customer implementations:

  • DealNet Capital Corp., a company that provides restructuring, financing and operational services to a wide variety of companies in a diverse range of industries, recently announced that it has launched its contact center support to a United States based energy retailer by its Business Process Outsourcing ("BPO") subsidiary, OC Communications Group Inc. ("OCCGI").
  • Cicero Inc., a provider of business performance software for desktops and mobile devices,  announced that Cicero XM has been deployed by First Tennessee Bank to deliver Smart Desktops to their customer service representatives.  
  • Tokyo-based transcosmos will be offering sales and support services as an authorized distributor for the "IBM Campaign" software, which enables the integrated management of processes for online and offline multichannel campaigns. The company will also distribute the "IBM Marketing Center" cloud service to support the personalization of online campaigns.  
  • Safe Auto announced it is restructuring its contact center operations.

Partnerships, expansions and new offerings were also highlights starting with the announcement from community host Interactive Intelligence that it will be adding 250 new jobs at its home based in Indiana this year to accommodate contact center solutions business growthrecording and quality monitoring solutions are being widely deployed across the globe. And, KANA Software revealed that it is experiencing considerable traction for its customer service solutions as evident in its achieving yet another record year of growth and profitability in FY 2012. .  In fact, growth fortunately seems to be the order of the day. Verint Systems noted its analytics-driven

On the new offers and partnerships front:

  • Intelliverse extended its portfolio of IntelliConnection lead generation services with new automated calling application.
  • Jenne Associates, a value-added reseller signed an agreement with DATEL Software Solutions, a developer of contact center and call accounting applications.  
  • Hosted contact center solutions provider 3CLogic will be integrating its offers with the sales and marketing software of Infusionsoft.
  • PSS (Product Support Solutions), a specialized systems integrator and IVR solutions firm, has joined the EchoPlace Partner Network to leverage the Echopass cloud platform.

You may not be aware of this, but Cluj, Romania has become a very hot place for locating outsourced contact centers. In recognition of the importance of this area and its growth, Imprezzio Global, a subsidiary of U.S.-based Imprezzio Inc., which specializes in enterprise cloud-based applications, software as a service, mobile apps, and a variety of contact center associated activities, helped launch on March 20, the very first “Cluj IT Innovation Days” event.  

And while not exactly a contact center capability, community members should take note of the fact that AT&T plans to launch its AT&T Digital Life remote access from anywhere service in new marketing in the U.S. with the hope of the service being available in up to 50 markets by the end of 2013. The reason this is important to contact center solutions people is that the growing use of remote access and other types of self-service is helping transform the nature and scope of inquiries contact center agent are taking, and a good self-service capability is critical for optimization of contact center resources.

Easter holiday recommendations

First, we at ContactCenterSolutions would like to wish you and your families a happy Easter and Passover holiday season (and Spring break for those of you in the U.S.). A few days off should give you some extra time to looking at. In fact, if you did not have the chance, I still am recommending the webinar, Key Contact Center Trends and Priorities for the Upcoming Year – How you can be ready. And, of course urge everyone to avail yourselves of all of the community’s white papers, demos, videos, etc.  And,  for more information about areas of  interest, our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology which are great places to visit as well.




Edited by Peter Bernstein



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