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ContactCenterSolutions's Contact Center Week In Review

November 30, 2007

This week, contact center news filled the daily headlines, and ContactCenterSolutions has got you covered on all the must-know details.
iPoint-media, a provider of live interactive user content delivery platforms, announced this week that their Vitrage video application platform has been chosen by a medium-sized retail bank for an interactive video call center.
With the solution, the banks customers will have an improved experience as they will be able to interact with customer service reps over the Internet via audio, video or text.
Muki Geller, iPoint-media CEO commented, “The selection of iPoint-media's Vitrage video call center solution for a financial video interaction centre demonstrates the acceptance of our solutions in the deployment of critical business services."

See the full story HERE.
Amdocs, a provider of customer experience systems also made headlines this week when they announced Amdocs Smart Agent Desktop is now available.
The new offering includes advancements to call center systems, agent skills, and processes. The offering also includes a unified desktop, agent guidance and interaction process monitoring.

Sheryl Kingstone, director at technology research and consulting firm Yankee Group was quoted as saying, "Today, forward-thinking companies are investing in projects that foster customer centricity to deliver proactive service, and drive knowledge-guided interactions to optimize the customer experience."

Also this week, contact center solutions provider Calabrio Inc. announced it closed an $8 Million Series B round of Financing from BlueStream Ventures and Split Rock Partners.
Calabrio will use the funds for "for research and development, marketing and expanding the company’s resources dedicated to supporting channel partnerships."
Paul Lidsky, president and CEO of Calabrio, Inc. commented, “The financial support from BlueStream Ventures and Split Rock Partners validates the strength of our software and our team. With these funds, we will be able to further bolster and expand our leading suite of integrated contact center applications.”
Get the full scoop HERE.
Left Bank Solutions, a provider of workforce optimization solutions for SMBs also made headlines this week as their Monet Workforce Management System was chosen by Callfinity as their certified and approved WFM solution.
Callfinity provides telecommunications software and systems to enterprises and service providers.
The WFM solution will help Callfinity to meet the forecasting and scheduling needs of its existing and prospective customers and will allow Callfinity clients to choose Left Bank as their pre-integrated, scheduling and workforce management system when implementing any or all modules in their call center suite.

Charles Ciarlo, President and CEO of Left Bank commented, "We're excited and pleased that Callfinity has chosen the Monet WFM solution. This partnership furthers our continuing commitment to provide our partners the very best workforce management solution offering to their customers. Monet WFM allows premier call center technology providers like Callfinity to easily embed and integrate Monet WFM with their existing solutions"
That’s all for this week's contact center-related news highlights. As always, be sure to check back with ContactCenterSolutions for all the latest in contact center news as it happens.

Also be sure to check out this week's top Call Center Analysis reports:
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.