Contact Center Solutions Featured Article

ContactCenterSolutions Contact Center Week in Review

December 14, 2007

Welcome to ContactCenterSolutions's Contact Center Week in Review, where you'll find out all the latest happenings specific to call centers.
This week, Quagga Corp. made headlines when the enterprise communication solutions provider announced they signed a reseller agreement with Autonomy Corporation to resell etalk's Contact Center Solutions in North America.

etalk is the developer of Qfiniti Enterprise solution suite, including compliance recording, agent performance management, and speech analytics solutions. 
"A partnership with Quagga Corp. will significantly enhance our penetration into the North American contact center market. Through Quagga, we have the support of a domestic reseller that is in tune with our technology, our solutions, and our customers," said John Sweeton, Autonomy etalk's vice president of OEM and Strategic Alliances.
Also this week, Robroy Industries Coated Conduit Division, manufacturers of Plasti-Bond RedH2OT, Perma-Cote and KorKap PVC-coated galvanized conduit, announced they received recognition from J.D. Power and Associates for call center operation customer satisfaction excellence for the second year in a row.

 Jonathan Brookner, director of the call center certification program at J.D. Power and Associates commented on the recognition, "Customer ratings for call center representatives at Robroy Industries Coated Conduit Division are particularly high, which indicates the organization does well in equipping their representatives with the knowledge and skills necessary to efficiently handle customer inquiries. In particular, customers give the Robroy Industries Coated Conduit Division call center high ratings in the courtesy they extend to callers and the knowledge they bring when interacting with customers.”
In more contact center news, IP solutions provider Telanetix Inc., announced this week it has signed an agreement with NAVIS to provider business phone service connectivity for NAVIS' contact center.
NAVIS is a nationwide provider of short term vacation rental solutions through its west coast-based contact center and will now be able to better capture caller data, mine the data for more focused and targeted marketing, drive more calls and convert more of those calls to reservations.

Kyle Buehner, CEO of NAVIS, commented, "At NAVIS we use innovative software solutions, specifically targeted to our market segment, to deliver contact center service to our customers. Working with Telanetix's AccessLine division will enable us to supply customers with an underlying, nationwide telephony network for our call center traffic and extend the reach of our industry-changing technology."
On the health care industry side, CosmoCom was selected to provide their IP-based contact center platform for Gordian, an industry leader in health and productivity improvement.
As a move away from their traditional phone system, Gordian plans to make use of the IP-based system to improve efficiency for its health care coaches.
“The contact center is our lifeline to our clients,” Tim Wade, Gordian’s vice president of information technology said. “CosmoCom gives us a blended environment with phone, e-mail, and online chat, helping us to integrate our products and deliver them in multiple ways to help meet the various needs of our members.”
Comcast also made headlines this week with the announcement that it would open a 500-seat regional call center in Largo, Maryland.

Comcast expects to have its first employees situated in the facility by the first quarter of 2008, complete with state-of-the-art technology, an exercise center, auditorium, break rooms, training/meeting facilities, and on-site parking for employees.
“2007 was a milestone year for Comcast, and we are already gearing up for growth in 2008 across every product and service we offer,” said Curt Pendleton, regional senior vice president for Comcast’s Potomac Region. “Our new Largo call center will help us deliver an improved customer experience and we will be recruiting across the region to expand our team with employees who share a passion for delivering great customer service.”
A recent study by Avaya on the contact center also reveled that self-service is growing in acceptance and actually becoming a preference in Japan.
According to a report detailing Avaya's Contact Center Consumer Index for Japan,
one third of the 300 consumers surveyed agreed that they like interacting with contact centers in Japan. Another one third disagreed with this statement and another 40 percent were neutral.
Also, 48 percent of consumers surveyed said they would prefer to use an Internet channel rather than make a call to a contact center as well as email. Find out more HERE.

In another report highlighted this week, the UK Contact Centre Operational Review has uncovered their findings on UK contact center performance and uncovered that contact centers in the UK have yet to embrace self-service and speech recognition as a whole---only 26 percent of contact centers offer a voice self-service option. Get all the details HERE.
DMG Consulting has also announced it published its 4th annual QM/Liability Recording Product and Market Report, which reveals growth and forecasts more than $2.3 billion in sales of QM/Liability recording and WFO products by the end of 2007. This represents a 10 percent increase over performance in 2006.
Donna Fluss, President and Founder of DMG said, “In a basically mature market with significant consolidation in the past year, the rate of growth was impressive. Credit goes to the vendors – both leaders and contenders – who produced a significant amount of innovation in response to customer demand. 2008 promises to be another healthy year of growth in this market.”
Also this week, Five9 launched the Hosted Contact Center channel on ContactCenterSolutions, promoting hosted software solutions and offering visitors valuable resources such as white papers, feature articles and industry news. Check out some of the latest articles:
That’s all for this week, as always, be sure to check out ContactCenterSolutions for all the latest in contact center-related news as it happens.
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
Don’t forget to check out ContactCenterSolutions’s Whitepaper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users.
Today’s featured White Paper is titled VoIP Doesn’t Require Any Phone Equipment Investment, brought to you by Accessline.