Contact Center Solutions Featured Article

Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

October 18, 2014

The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center.

The new solution is Opower 5.5: Flex.

It’s the latest iteration of Opower’s cloud-based technology platform, which allows utility companies to create segmented marketing content for different customer groups so they can deliver a personalized customer experience to millions of utility company customers. And it’s all automated. Grouping is done based on customers’ load profiles and what time of day they use energy for heating, cooling, appliances, and other uses.

“We invested significantly in this latest platform release to extend our deep analytic and automation capabilities and to launch an open ecosystem for partners, so that we can deliver even stronger business results for our utility clients,” Opower CEO Dan Yates explained. “Our utility partners are focused on improving their customer engagement capabilities, and they need enterprise class solutions. This mid-year release continues the journey we began in Opower 5: Flex, and adds a new layer of ecosystem extensibility and platform sophistication.”

The Dell-Medallia partnership, meanwhile, involves the use of the PC giant’s Open Networking solutions by the software-as-a-service customer experience management company.

Medallia runs the Linux network operating system from Cumulus Networks on Dell Open Networking switches in an effort to enable global brands to capture customer feedback across web, social, mobile, and contact center channels and deliver insights to improve the customer experience, in real time. This effort involves the processing of huge amounts of data so Medallia customers have full visibility of the daily performance of their touch points, can deliver actionable customer feedback, and can resolve issues as they arise.

As for TeleTech Holdings Inc., the company is opening in the first quarter of 2015 a 35,000-square-foot customer experience center in McAllen, Texas. This marks the seventh customer experience center the company will open in the U.S. in the last two years.

The center, which will serve the financial services industry, is accepting applications for customer service representatives, team leads, trainers, recruiters, technical assistance and IT specialists, operations managers and facilities staff.And on the industry awards front, Ambs Call Center has received the 2014 CAM-X Award of Excellence and rated as the one of the top 10 answering services in terms of quality in North America. This marks the fifth consecutive year the company has gotten these accolades from the trade association Canadian Call Management Association.