Contact Center Solutions Featured Article

Contact Center Solutions Week in Review

We all know that in the Contact Center Solutions Community it is all about the customer experience.  Topping the news this week was a new IBM study that showed why improving the customer experience is top of mind of CIOs around the world and not just on the top of the priority list of contact center professionals. In fact, CIOs are spending more time and money on improving the customer experience which is good news for everyone. 

Another study is also noteworthy this week as FICO, one of the world's top analytic software companies, released results of its global survey regarding consumer demands for insurance companies and the way in which customer service is provided. 

This week was also rich in industry recognition. Grabbing honor was True Office, a pioneer in gamified training software and analytics, who won a 2014 GRC Technology Innovation Award from research firm GRC 20/20.  IntelliResponse, a provider of virtual agent solutions for enterprises, got a coveted Silver Stevie® Award in the Sales & Customer Service category. And, Frost & Sullivan awarded Avaya with its 2013 North American Omni-channel Customer Engagement Company of the Year.

There were also new capabilities that made the news this week. Featured were:

• Seal Software, a provider of solutions to maximize revenue opportunities and reduce expenses and costs associated with contractual issues, unveiled the latest version of its Contract Analytics platform.
• Aspect Software’s Mentor real-time speech detection and analytics is enabling contact center supervisors to be more responsive in dealing with problems and in being able to plan.
• Propertyware has introduced new contact center software that focuses on single-family property managers.
• Samsung Telecommunications America unveiled new contact center and call management solutions.
• SwitchRay unveiled the newest version of its SR-S5000 VoIP service platform v1.8 that will offer enhanced call center functionality and Hunt Group services in addition to its other features. 

In other industry news, community host Interactive Intelligence made news across the pond in the UK with Next, a clothing and homeware retailer based in the United Kingdom, who has chosen to upgrade its contact centers to multi-channel capabilities with Interactive Intelligence solutions.  And, we continued to emphasis the exciting contact center makeover contest our hosts are sponsoring in conjunction with their annual Interactions 2014 event. 

The rest of the week’s news was an interesting mix of things which included:

• None other than Gartner Group making an interesting acquisition with the purchase of Software Advice. 
• We looked at how a U.S.-based BPO company, InfoCision, has managed to thrive without having to offshore its operations.   And, Experience-as-a-Service (EaaS) start-up TE1 got $3.2 million in initial round funding and is a company to keep an eye on

Weekend reading  

For your weekend reading enjoyment our newly designed community home page is filled with links to items that are constantly being updated with new eBooks, whitepapers, videos, demos, etc. Plus, for detailed information 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 frequently and bookmark.