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ContactCenterSolutions Contact Center Solutions Week in Review

December 17, 2011

Happy Friday, and it's time to review the week's happenings in contact center solutions.

Acqueon Technologies is giving contact centers greater agility and the ability to support innovative telephony and web mashups. The company has announced the release of AiQ 4.0, the latest version of Acqueon iQ- AiQ 4.0 to this end. Acqueon's latest release offers new social media and mobile application features that boosts the customer experience and delivers an improved SIP engine. With this launch, Acqueon is allowing companies to offer several next generation communication channels in their contact centers along with the traditional channels of voice and e-mail.

Read more at here.

Today’s consumers are finding themselves on a “highway” of communications mediums in which they can ultimately choose the optimum, quickest method of interacting with a contact center. Whether these customers generate inquiries via phone, e-mail, fax, Web chat or SMS, contact centers are quickly realizing the need for their own “traffic cop” to control and efficiently manage every contact, and are doing so in the form of a multimedia contact center within their help desk.

Read more here.

In an effort to roll more social media features into its popular cloud-based customer relationship management (CRM) solution, San Francisco-based is announcing the release of Radian6 Social Marketing Cloud. The technology behind the new feature comes from's acquisition of Radian 6 earlier this year.

Read the details here.

Holiday volume peaks are par-for-the-course in the call center. The influx of shoppers seeking a way to buy, return, or figure out how to use the products is likely to have your phones ringing off the hooks from Black Friday to the middle of January. As go the seasonal volume peaks, so goes the hiring of seasonal workers, and for call centers hiring agents is a holiday tradition as old as decorating the tree, or playing Dreidel with Uncle Morty.

Read the full article here.

With a clear focus on delivering the best service for your customer base, the call center on demand is an important option to consider, wrote ContactCenterSolutions's Susan Campbell this week. Powerful providers in this space offer a full range of solutions designed to meet the dynamic needs of the industry, while also focusing on flexibility to meet new demands on the fly.

Read more here.

IVR Technology Group (ITG), a provider of intelligent voice response services and solutions, has announced the launch of MDCall Lite, a streamed line version of its after-hours automated answering system. Company officials said that the new product was developed to serve smaller doctor practices that required less features and options.

More information may be found here.

Do you struggle in your role as a call center leader to ensure you have the right number of staff with the right skills available at the right times of the day? Do your agents show up for work on time and adhere to the schedule for breaks, training and other activities? If you’re struggling to keep your staff on track, it may be time to take a closer look at workforce management solutions.

Read the full article here.

CLogic, a provider of cloud-based contact centers and a hosted predictive dialer has launched 3CLogic University, designed to enhance quality assessments for contact center agents and managers. In addition, the service offers call center administrators an “e-school” to teach, train, and assess their call center staff. The new 3CLogic University thoroughly assesses agents' and managers' knowledge of 3CLogic platform and functionalities, thus providing businesses with a database of certified agents.It also allows for the ability to simply deploy home-based agents.

Read the article here.

That's all that's new for this week in the world of contact center solutions. See you next week!

Tracey Schelmetic is a contributing editor for ContactCenterSolutions. To read more of Tracey's articles, please visit her columnist page.