Contact Center Solutions Featured Article

ContactCenterSolutions Contact Center Week In Review

February 15, 2008

This week's edition of the Contact Center Week In Review is packed with announcements of new offerings, research findings and partnerships.
This week, Voicetec, an independent provider of customer contact management solutions for VoIP-based contact centers announced it is working with Altitude Software to provide multi-channel contact centers for companies.

“The addition of Altitude Software solutions is a valuable expansion of our portfolio,” said Hanjo Huizing, Director of Voicetec. “We can implement a reliable contact centre solution thanks to Altitude Software's solutions flexibility and scalability, namely their contact centre management tools for organizations.”

CosmoCom, a provider of IP Contact Center technology, announced its latest whitepaper offering, "Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations."

The new whitepaper explains the trends shaping the industry and how a Contact Center Consolidation 2.0 strategy helps organizations support diverse contact center operations and applications on a single platform. Find out more HERE.
Customer Interaction Management software provider Talisma Corporation also made headlines this week with the announcement that its latest whitepaper on "ten trends impacting retail banking contact centers," is now available.
To find out more about the sections included in the whitepaper CLICK HERE.
Also this week, an article highlighting Qwest's recent enhancements to their hosted contact center solutions portfolio, announced at ITEXPO East 2008, and specifically their new outbound notifications feature, Qwest Notify, have helped to enhance Hosted Contact Center Solutions.
Ali Giacomin, Product Director for Contact Center Solutions at Qwest, was quoted as saying in an exclusive report, “We have pretty robust contact solutions portfolio. We’re basically a Genesys shop. We’ve taken their software and have put it into our network, through a network-hosted IVR and network-hosted ACD that are founded on Genesys software. What we offer is a carrier-grade solution – it’s one of our offerings in our managed services portfolio. We’ve been doing that for quite a while. We’ve been doing the IVR piece for about seven years now, and the ACD since about the middle of 2005.”

Also this week, on-demand voice portal company LiveVox announced that their Hosted-Dialer Solution was chosen by Human Arc for use in its Contact Center.
Human Arc chose the hosted dialer solution over a costly premise based dialer as they wanted a solution that was flexible and could be customized as well as offered seamless integration. READ MORE HERE
Also this week, a report on North American contact center apps notes significant growth will occur over the next five years.
Frost & Sullivan Research notes that, "Growth in contact center applications will primarily be driven by two factors: an increasing trend amongst customers to move to IP-based technology and the replacement sales of systems sold around Y2K."
Another study from Frost & Sullivan notes an increase in the Hosted Contact Center market as well. The market earned revenues of €277.9 million in 2007 and estimates say it will reach €1.45 billion in 2014. The biggest factor driving the growth in the hosted contact center space is the shift from capital to operational expenditure.  

"This shift to an operational expenditure model, reduced maintenance costs and ease of provisioning multi-sourced contact centers make hosted solutions an attractive value propositions to companies in Europe, Middle East and Africa (EMEA), ensuring substantial market potential." READ MORE.

That’s all for this week, but be sure to check back with ContactCenterSolutions throughout the week for all the latest in contact center-related news as it happens! Until next week…..
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 White Paper 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 Call Center First Call Resolution Guide, brought to you by Enkata.