Contact Center Solutions Featured Article

ContactCenterSolutions Contact Center Week In Review

December 21, 2007

Despite the upcoming holiday season, the contact center industry still proved to be a busy one this week.

For one, retail electric provider Stream Energy and Genesys announced that Stream has installed Genesys’ Customer Interaction Management Platform in an effort to create a state-of-the-art customer service system. This system was put in place in hopes of keeping pace with Stream’s dynamic growth.

“We simply weren’t satisfied with the time it was taking for us to handle customer inquiries,” said Greg Martin, Stream Energy Manager of Special Projects. “The installation of the Genesys software platform marks the completion of the first major step in ‘The Customer Experience’ campaign at Stream, and is the first of many customer-centric enhancements aimed at improving the interaction experience for our customers.”
Jacada Ltd., a provider of unified desktop and process optimization solutions for customer service operations, announced the sale of the company’s applications modernization business to Software AG.

Jacada plans to sell to Software AG the intellectual property and related customer contracts associated with the following products: Jacada Terminal Emulator, Jacada Studio, Jacada Innovator, Jacada Interface Server and Jacada Integrator, also known as Jacada HostFuse.

"This transaction marks a major milestone in the transformation of Jacada and positions us to enter 2008 with a singular focus on our call center solutions business," said Paul O'Callaghan, president of Jacada, in a Thursday statement. "During the past 3 years, our call center solutions business has grown at a compounded annual growth rate of 61% and represents 95% of our $12.9 million backlog as of September 30, 2007. We expect that the growth we have seen in this business will continue at a similar pace throughout 2008."
Fieldpoint Service Applications Inc. selected Blink Logic, a provider of collaborative, user-centric, on-demand business intelligence solutions to provide a Web-based solution to deliver multi-dimensional reporting and analytics for field service workers.
Kyivstar deployed Amdocs’ OSS solutions this week in an effort to efficiently manage its network resources and launch new, innovative services more quickly. To complete implementation, Amdocs partnered with S&T Soft-Tronik, a System integrator in Ukraine.

Call Genie announced the immediate availability of the latest release of its Enhanced Voice Directory (EVD) software in French. The new release is expected to expand the company’s commitment to supporting multiple languages, as well as entering new, international markets in Europe and other parts of the world.
The Makkah Hilton & Towers selected Mitel’s 3300IP Communications Platform for its 45 seat contact center. The implementation gave all agents advanced contact center features and capabilities, while also serving as a gateway to legacy equipment in the hotel.

Novo Solutions released version 4.5 of its award winning help desk software, and Activeo is now distributing Calabrio Inc.’s workforce optimization products for the contact center.

eBenefits has expanded its operation with a new call center facility located in Portland, Maine and Delphis Software has implemented the AROS call center application for San Antonio-based restaurant chain Luby’s, Inc.

Intuition indicates that next week may prove to be a quiet one in the contact center industry, yet many agents will be at the phones to handle after-Christmas questions for all shoppers. For those lucky enough to take a little time off, Happy Holidays!

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 Best Practice Checklists for Contact Center and CRM Integration.

Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for To read more of Susan’s articles, please visit her columnist page.