CUSTOMER INTER@CTION NEWS [Customer Inter@ction Solutions]
(Customer Inter@ction Solutions Via Acquire Media NewsEdge) voxeo (www.voxeo.com/partners) in December announced the launch of Voxeo Connect, a new global channel program that positions resellers and system integrators to capitalize on companies' increased interest in improving the customer experience and the market for contact center technologies. That market is expected to eclipse $7.6 billion in 2012, according to the company. Voxeo Connect includes a newly launched Partner Portal, Certified Partner Program and resources to provide partners with additional revenue streams and a significant competitive edge in the automated interactions, contact center and unified customer experience markets. "Voxeo is a very partner-friendly organization that has established itself as one of the premier providers of multichannel platforms supporting self-service and proactive applications in the cloud and on-premise," says Daniel Hong, lead analyst of customer interaction at Ovum. "Companies searching for a partner to help underpin their solutions in customer experience would be wellserved exploring a relationship with Voxeo."
Convergys Corp. twww.convergys.com) recently revealed that the Jamaican Government has plans to open the first Convergys Jamaican contact center. The center will be located in Montego Bay, and will employ nearly 1,000 people when fully staffed. The Jamaican government strongly supports its BPO industry as part of its economic growth plans, and Montego Bay is the country's hub for BPO providers, where most of Jamaica's 30-plus BPO companies currently operate. "We are delighted to be opening our first contact center in Jamaica," says Andrea Ayers, president and COQ of Convergys' Customer Management business. "We believe this center will benefit not only Jamaicans with attractive jobs, but also our clients with a new option for near-shore, agent-assisted Englishspeaking customer service, including traditional phone, e-mail, and chat support."
St. Croix Orthopaedics has selected interactive intelligence Group IRC. 'S (WWW.inin.COm) enterprise IP telephony software suite, Customer Interaction Center, for use throughout its organization. The organization is deploying CIC to replace an end-of-life Inter-Tel system. "We looked at a wide variety of communications systems during our evaluation," says St. Croix Orthopaedics CEO Melanie Sullivan, Ed. D. "We selected CIC based on its broad feature set, reporting capabilities, and single-platform software architecture for ease of administration." The company purchased CIC from Interactive Intelligence reseller Computer Integration Technologies, which has been a St. Croix Orthopaedics IT partner for more than 13 years.
Aspect (WWW.aSpect.com) recently announced updated validations of AMC Technology's Aspect Unified IP 7 CRM Connector to include the latest releases of Oracle Siebel and SAP Customer Relationship Management. This is significant for Aspect in that this allows contact centers to deliver on the increasing importance of managing customer relationships, and it doesn't require major changes in existing environments. "The partnership between Aspect and AMC Technology allows companies to harness the combined power of their CRM business applications and Aspect contact center solutions to execute a customer contact strategy that delivers powerful business results," says Serge Hyppolire vice president of product management at Aspect. "Delivering proven integrations with leading CRM applications such as Siebel, SAP, Salesforce and Microsoft Dynamics, is increasingly important to our customers since they give contact center agents the customer intelligence to drive more informed interactions that enhance customer relationships and brand."
ZUltyS (WWW.ZUltyS.COm) recently took the wraps off a new contact center management tool called the MXIE SuperView. The MXIE SuperView, which is integrated with the MXIE Unified Communications client, provides a view of agent productivity, queued and active calls, call wait time, threshold alerts, and more. That includes data on the number of active calls,- the longest wait, talk or hold time; and the number of calls m a queue (all information is updated in real time}; a snapshot of group-level statistics such as total agents logged in and available and group call totals for a given time period (whether answered, abandoned or overflowed to voice mail); the ability to monitor individual agent activity, including the number of inbound or outbound calls handled, the agent's average and total talk time and hold time, and the agents status (available, not available, etc.) and how long the agent has been in that state; and automatic, configurable, color-coded alerts that draw immediate attention to issues like unusually long wait times.
uservolce (www.uservolce.com), makers of tools for managing customer support and feedback, is launching a new reporting tool for businesses using its Instant Answers service. The service allows companies to automatically connect their help requests to available Knowledge Base entries to provide an immediate answer to incoming queries. With the reporting tool, those companies will now be able to tell how effective their Knowledge Base is at providing those answers to their customers. According to UserVoice, sending customer inquiries to a Knowledge Base can save on average $4 and 7 minutes of support time for each help desk ticket the KB entry can help resolve.
The recent economic downturn in Europe, Middle East and Africa exerted a significant restraining effect on the sales of agent performance optimization tools in the contact center market. This situation prevailed in the core segments of the market- quality mo n ito ring/ cal I recording and workforce management software - as well. The market is now slowly recovering with projections for future growth. That's according to the Frost & Sullivan ÍWWW.COntaCtCenter.frOSt.COmí report Contact Centre Systems Markets in EMEA. "The decline in APO tools mirrored a similar decline in the automatic call distribution market, to which APO sales are strongly linked," elaborates Frost Si Sullivan Senior Industry Analyst Suvradeep Bhattacharjee. "The decline can also be attributed to the historical resistance to recording and WFM in the major EMEA countries, especially Germany,"
A company called generatlonE Technologies (www. SOClalJtpa.COm) now offers the Resolve Event Automation Management solution, which is aimed at helping téleos and wireless providers infuse new levels of intelligence and collaboration into network operations centers and customer care processes. Resolve leverages advanced automation and social networking technologies to improve mean time to resolution and achieve increased NOC efficiency, automating hundreds of routine operational tasks. It diagnoses, triages and remediates critical issues impacting service delivery and is designed to save organizations thousands of hours each year while also improving customer service. "Resolve EMA fills a market void left by existing event management systems, which lack the automation and intelligence to group, process and immediately take action on issues that can hinder productivity and negatively impact innovation," says Casey Kindiger, CEO of generationE Technologies. "Using our leading edge Resolve platform as a foundation, and leveraging our extensive experience with network engineering groups, we're reducing the amount of human interaction required for effective event and incident management, while setting new standards for MTTR and operational efficiency."
MS Networks (WWW.m5.net) has released M5 Connect for Salesforce version 4.0. M5 Connect for Salesforce.com, which is part of M5's family of products for sales productivity and effectiveness. The new version introduces support for the Google Chrome browser as well support for the latest versions of Internet Explorer and Firefox.
"Even in this digital age, the telephone system is still the primary tool for bringing sellers and buyers together. Our Salesforce.com integration maximizes the value of each call," says Brent Barbara, vice president of innovation and integration for M5 Networks. "People rely on Salesforce.com because it gets results and puts the focus where it belongs, on sales and service, not administration. We share this philosophy."
C3/customerContactChannels (www.c3connect.com) has named Tony Macaione senior vice president of finance and chief financial officer. Most recently CFO at Bijoux Temer LLC, Macaione has a career spanning more than 26 years, with experience as CFO for both public and private-equity-backed companies in the telecommunications infrastructure, network services, manufacturing, distribution and wholesale/retail industries. He addition comes at a time that C3 is seeing great growth. The company in the last year opened five facilities in the United States, a high capacity facility in the Philippines, and a new European operations center in Bulgaria, to support new contacts and expanded operations.
Calabrio Inc. (WWW.calabriO.com) has established a formal Calabrio User Group targeting its workforce optimization software customers. The group held its first meeting Nov. 7-9, in Nashville. "We are pleased to support a formal organization of our workforce optimization software customers," says Tom Goodmanson, president and CEO of Calabrio. "It is essential to our success and the success of our customers that we work together to evolve our solutions to offer fresh ideas that meet real needs and support our customers' ability to remain fast and flexible in this dynamic industry. The goal of the Calabrio User Group and other collaborative forums is to engage in robust exchanges with our customers to stay m touch with their goals and challenges, and understand how we can propel their businesses forward in an easy and flexible way." For more information, go towww.calabrio.com/community/usergroup/.
(c) 2012 Technology Marketing Corporation
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