The Contact Center Solutions Community was unusually busy this past week with the announcement of new capabilities in a variety of areas. However, before delving into the specifics, community host Interactive Intelligence deserves a special shout-out for being ranked 203rd on the Software Magazine list of the top software companies in the world. It is nice to see one of our community’s own moving up the rankings, which cover all types of software providers.
Now to those new capabilities and other industry developments which included:
There was also news on the solutions implementation front. Items of note were Iowa-based utility co-operative Maquoketa Valley Electric Cooperative (MVEC) adopting a customer portal application from Verdeeco, and LifePics selecting the Giva Cloud customer service suite to improve LifePics online imaging solutions for photo retailers, grocery chains and professional photographers.
Our veteran writer for contact center solutions, Tracey Schelmetic, has three postings this week that should command your attention. The first involves the need for contact centers to provide multi-lingual capabilities, which will be the subject of a webinar on Sept. 26 on best practices. Tracey also shared thoughts on why analytics is becoming important for SMB contact centers, and why social media support should not be a part-time job when your contact center is going multi-channel.
In other industry news, EyeMed Vision Care’s contact center earned Center of Excellence Certification from BenchmarkPortal, which provides call center certification and benchmarking and owns one of the world's largest databases of contact center metrics. And, because of the importance of the cloud to the future of contact centers, included in this week’s news was a new study from CompTIA which revealed increased global multi-cloud usage.
Weekend reading
If you are looking to catch up on industry trends and insights, this weekend you should check out the links on the community home page. Resources are constantly being updated, with videos, white papers, access to demos etc. And, for more details on areas of specific interest our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology — are places to visit and bookmark.