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2012 just might be the year that the real push begins to migrate contact center functionality into the cloud.

There is a tried-and-true methodology involving proactive performance monitoring that contact centers can implement in order to predict issues and preempt any customer impact. The folks over at Empirix have some advice on how best to integrate contact center assurance to generate cost savings while maintaining positive customer impact.

As more and more consumers rely on mobile phones instead of landlines, call centers are struggling to identify callers and begin their business relationships on the best note possible. Recognizing this trend, WhitePages created a new division, WhitePages PRO, which provides companies real-time access to consumer records for both landlines and mobile phones.

At ITEXPO East 2012 in Miami, TMC spoke with Serge Hyppolite, vice president of product management at Aspect. Hyppolite said that Aspect was now focusing on the next generation of customer contact solutions. With customers now possessing so many new venues to obtain information and communicate with businesses, the customer is setting the agenda and determining how he or she wants to interact with a business.

It's a universal truth in the call center industry that some call center operations need more reliability than others. Emergency services call centers sit at the top of the list of those organizations. For this reason, many critical operations centers tend to migrate to solutions with the best possible (99.999 percent) uptime.

Cisco is announcing this week a number of new customer wins for its contact center solutions product line. Several new customers have deployed products from the Cisco Customer Collaboration suite, including Cisco Unified Contact Center Enterprise, Cisco MediaSense, and the Cisco SocialMiner solution. These new customers include the American Automobile Association (AAA), healthcare solutions company CareCore National, and Skowhegan Savings Bank, an independent mutual savings bank based in Maine.

The Stevie Awards, an internationally recognized organizer of business awards, recently named SurePayroll, a wholly-owned subsidiary of Paychex that provides online payroll services to mid-size businesses, as Customer Service Contact Center of the Year. This was the sixth annual Stevie Awards for Sales & Customer Service. While this particular award was in gold category, the company also won awards in silver and bronze categories for Customer Service Management, National Sales Team and Sales Representative.

Evogi and its strategic partner Cognizant - a premier information technology, consulting and business outsourcing services provider - will present at 'The Telematics Advantage' event on March 15th, 2012 at the Hartford Marriott Downtown. Evogi is a private company that offers usage-based insurance (UBI) programs, products and services that fully integrate telematics, logistics, customer service, value-add services, data and analytics with SaaS-delivered customer portals designed for carriers, policyholders and agents.