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Contact Center Solutions Week in Review: Serenova, Amazon, Genesys

April 01, 2017

Contact centers 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.

This week, Serenova was at Enterprise Connect to show off its Skylight for CxEngage solution which it announced at last year’s show.

Built on Amazon Web Services, the new interface makes it possible to deliver better customer experiences while also increasing productivity.

Amazon Connect was also big news this week out of the event. This new solution makes it possible to have a virtual contact center within minutes right from the AWS Management Console.

In more solutions news, Genesys said while at the event that it’s also added new features to further improve customer experiences. Each new function has a particular business need in mind and is being offered as: PureEngage, PureConnect, and PureCloud.

Commenting on the new offerings, Merijn te Booij, chief marketing officer at Genesys said, “Genesys is returning to Enterprise Connect this year as a much larger company with a broader product portfolio. One thing that hasn't changed is our laser focus on powering the world's best customer experiences. We're able to address the entire customer lifecycle, from marketing to sales to service, for small organizations as well as global brands with tens of thousands of users. We're excited to show our continued commitment to our PureConnect solution. We've added capabilities that we know will make PureConnect even easier to use and support even greater agent efficiency."

Customer experience goes hand in hand with contact centers. The need to provide quality experiences will always remain significant. For a lighter look at the topic, TMC’s Laura Stotler discusses how March Madness illustrates concepts about management and productivity and their application in successful call centers. Check it out HERE.

Finally, we saw news this week that Congress is once again proposing offshoring legislation for call centers.  The bill would work to prevent certain offshoring call center companies from obtaining grants or guaranteed loans from the government and, if passed into law, would require companies to notify the U.S. Department of Labor at least 120 days before relocating jobs to foreign countries.

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…