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Contact Center Solutions Week in Review: Interactive Intelligence, Nice Systems and Bright Pattern

November 15, 2014

This week in the Contact Center Solutions Community can probably best be summarized as one where the industry has been putting more muscle on those bones through new partnerships and capabilities. Plus, there are some nice customer wins and implementations that were highlighted along with new people to watch and market changes to understand according to industry analysts.

I wish to begin with a welcome to Jeff Platon, who has been formally announced as the new Chief Marketing Officer (CMO) of community host Interactive Intelligence.  He is certainly joining the contact center solutions community during very interesting times.  Plus, since we are on the subject of our hosts they also made some new this past week  as taxi cab dispatch company Yellow Radio Service of San Diego has reported an increase in uptime and satisfaction with its services as a result of using Interactive Intelligence’s CIC flagship product.

I also wish to turn your attention to two really interesting special guest contributions.  In the first, I think you are going to really enjoy the item, From Plain Telephony to a Rich Contact Experience, by Nikolay Anisimov and Sergey Menshikov, Bright Pattern which is a terrific explanation of where we have been and where we are going in regards to the customer experience.  And, Karina Howell, Solutions Marketing Manager at Interactive Intelligence, has some interesting insights in her posting, Omnichannel: The What, Why, and How.

As noted there was plenty of activity on the partnership and new capabilities front. It included first on the features side of things:

  • Noble Systems release of Nobel Harmony v4 which added remote and mobile contact center management functionalities.
  • Cloud contact center software provider LiveOps recently announced the launch of its new agent recruitment platform and its intention to provide a subsequent release of the new LiveOps University 2.0 that will allow existing contact center agents to improve skill sets. 
  • Verint, a producer of customer service software for businesses released its KANA Enterprise platform that has been updated with enhanced customer engagement tools.  

As to those companies joining forces to present customers more extensive capabilities, news items included:

  • Highlighting the importance of outbound engagement and analytics for sales and services, NewVoiceMedia announced a partnership with content marketing company idio to bring a combined (with solution to improve the lifecycle management of customer interactions.
  • Two cloud based contact center solutions providers 3CLogic and Envision have joined forces to expand the reach of features and functionality for contact center administrators in the critical Workforce Optimization (WFO) area.

 There we two case studies of implementations that made news this week. In the first, Brazil's AES Eletropaulo, the largest electric utility in South America, selected NICE Systems Real-Time Process Optimization solution to improve it customer experiences. In the second, Pacific Source selected the  Optymyse Platform for its contact center as part of its readiness for dealing with mandates arising from the Affordable Care Act (ACA) and enhancing customer interactions.

The last two items are not related but were certainly newsworthy. Recognition is always a good thing and Converged Technology Professionals was recognized by ShoreTel for the sixth year in a row for its ability as a channel partner to provide great customer care.  And, last was commentary on a new Frost & Sullivan report about how the winds of change are sweeping the APAC contact center market.

Weekend Reading

As always, you are invited to catch up on things this weekend via the community home page which is your navigation tool for linking to constantly up-dated industry news, eBooks, whitepapers, videos, insights and interesting demos. 

Plus, visit our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology —which contain news and insights on specific areas  of interest. 

And, by all means  access the archived version of the webinar, How Moving Your Contact Center to the Cloud Eliminates Risk: A New Way of Evaluating Cloud TCO, and the webinar Creating Effortless Customer Engagement.