Contact Center Solutions Featured Article

ContactCenterSolutions Contact Center Solutions Week in Review

May 12, 2012

The diversity of news in the contract center solutions area is always a source of amazement. This week for instance saw important new product announcements, a feature on carrier aspirations in the space, various types of recognition and some interesting expansions of capabilities. 

I would like to start with a series of items relating to community sponsor Interactive Intelligence. At least from my perspective, as somebody who has covered the industry for several decades, I think the introduction of the Interaction Mobilizer is a game-changer. As pointed out at the end of my piece, I was delighted my friends at Ovum agreed as did a number of other analyst firms. 

Interactive Intelligence also made news with the signing of two key customers. VOXDATA Solutions Inc., a company specializing in outsourcing contact center services, chose Interactive Intelligence's unified business communication solution, Customer Interaction Center (CIC) as its platform.  And, CSA Travel Protection, a leading provider of travel insurance and emergency services, also became a CIC customer.

Industry buzz

In other industry developments, as mentioned it was a very eclectic week.  For instance, in the area of recognition and compliance:

  • TMC’s print publication Customer Interaction Solutions Magazine handed out 2012 CRM Excellence awards to IntelliResponse and to KANA Software.
  • Novo Technologies, a supplier of call recording, quality and coaching tools for the call center and customer relation management markets, announced that its flagship product NovoLog6 is compliant with key collaboration solutions from Avaya.

When large telecom carriers offering customers business services, they've got some tough competition, and those challenges were featured in an interesting piece by ContactCenterSolutions contributor ,Tracey Schelmetic.  And, our executive editor, Paula Bernier looked at Envision’s new 10.5 version of Centricity, the company’s workforce management and optimization, and agent coaching solution.

In other industry developments:

  • Beyond The Arc launched a new Voice of the Customer Consulting Service.
  • broke into the Leaders Quadrant in Gartner Group’s prestigious Magic Quadrant for CRM.
  • BAI, a financial services association, conducted a survey sponsored by Pegasystems Inc. that looked at retail banks and how well they are providing consistent customer service.
  • Networking solutions provider, Netop, announced a new version of its Live Guide chat software, designed to help organizations make the most of their online presence by easily offering chat as a media for communications. 

I would be remiss if I did not mention that in your weekend reading you might wish to sign up for a free Contact Center Solutions eNewsletter, and check out the links on the community to videos, podcasts, eBooks, and white papers. Plus, if you have not already done so  be sure to click on Interactive Intelligence’s CaaS Quick Spin demo, and check out the Ask the Expert area ,where special  guests Tim Passios and Blair Pleasant’s article, “A Realistic Look at Social Media and the Contact Center.”