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Contact Center Solutions Week in Review: Callidus, Cyara, Bright Pattern

March 04, 2017

Contact center solutions are an increasingly important piece of the puzzle when it comes to success for today’s businesses. Over at the Contact Center Solutions Community we cover all the latest in call center and workforce optimization solutions news. The Week in Review offers a chance to quickly go over the top headlines from the week. Sit back and enjoy.

Callidus Software Inc. announced this week that it would step up its game when it comes to agent engagement with a new offering aptly named ServiceMotivate.

By bringing together customer feedback, gamification and digital motivation, the contact center agent now has a work environment that promotes improved Customer Satisfaction (CSAT) and Net Promoter (NPS) scores, data accuracy and case closure rates.

Also this week, Cyara announced it has partnered with Voxai in a bid to improve customer contact center technology. The company, which provides multi-touch customer experience testing and monitoring solutions, hopes the partnership will further improve how tech in the call center is used and provided.

“Voxai is extremely pleased to formalize the partnership with Cyara. Testing is a critical part of the project deployment process that we take very seriously,” said Hassen Pruitt, Director of QA at Voxai. “In fact, we are one of the very few companies in the contact center industry who maintains a full-time Quality Assurance department. Cyara software products have become a critical tool that we rely on to improve the scope, depth and efficiency of our testing exercises.”

Cloud contact center software provider Bright Pattern also made headlines this week with the news that it has expanded its reach into Australia and New Zealand.

With a specific focus on the Asia-Pacific region, the company hopes to offer access to local telecom providers so they can have faster deployment, better voice communications and better compliance.

Other service improvements include extended hours of operation, overflow and reporting and new point of presence features.

That’s all for this week. Be sure to check back for the all latest in Contact Center Solutions news as it happens. Until next week…