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Contact Center Solutions Week in Review

October 12, 2013

The Contact Center Solutions Community this week, as always, was filled with an interesting mix of new capabilities, customer implementations, industry recognition and advice.

A good place to start is with three items that relate to activities involving community host Interactive Intelligence. The first one was the company being awarded the prestigious Frost & Sullivan Cloud-based Contact Center Solutions Company of the Year for North America award. This followed on Interactive Intelligence being honored with the Frost & Sullivan 2013 EMEA Contact Center Company of the Year award last month.

The other Interactive Intelligence news was the announcement that Capquest, a firm that helps customer mitigate debt via enhanced customer interactions, selected FICO and Interactive’s Latitude Software to better its ability to work with its large troves of data to improve their customer experiences. And, what turned out to be a highly success regional customer conference the company hosted in Montreal this past week.   

As noted at the top there were some interesting insights to be shared. These included:

  • Results from a recent Azzurri Communications survey which highlighted that contact centers are slow in adopting integrated multi-channel communications.   
  • ContactCenterSolutions VP of Content Bob Wallace had a comprehensive posting titled, Robocalling: The Good, the Bad and the Beyond, which is a great read for anyone looking at best practices for outbound campaigns.  
  • Food for thought from new UK-oriented research from Mitel that shows poor customer service will drive consumers away, and so will too much switching between agents on a given call.

In other industry news:  

  • Check out NewVoiceMedia’s twist to the mobile contact center as they created a mobile contact center in record time.
  • Ecommerce company Avangate was acquired by Francisco Partners.
  • Penncro Associates, who focuses on debt collections solutions, selected the Noble SIPhony Platform to improve its contact center capabilities.

And, from our news feed you may wish to give a click for breaking items as we went to press regarding, a new report forecasting Malaysia's Call Center and Shared Service Center Market to 2017, and another that is predicting the important to contact center solutions providers area of Natural Language Processing (NLP) which is projected to be worth $9,858.4 million by 2018.

Finally, there were two other items relating to industry recognition of note. Cisco partner Nexus received honors for contact center excellence from Cisco, and Edmentum Customer Support won a  'Center of Excellence' award from BenchMark Portal which uses its database of best-practice metrics to decide the winners of these awards. These metrics focus on efficiency and effectiveness and the process consists of completing an independent survey measuring customer satisfaction.

Weekend reading  

Weekends are a good time to catch up on things and for this weekend as always I recommend clicking the community home page to access the valuable content you can access. It is constantly being updated, with videos, white papers, access to demos etc.  In fact, the videos on the home page itself are extremely popular and worth a few minutes of review. And for more information and insights on specific areas of interest, our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology — are places to visit and bookmark.

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