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ContactCenterSolutions Contact Center Solutions Week in Review

June 28, 2013

This week in Contact Center Solutions as has been a trend of late has quite a bit of market insight and advice as contact center solutions continue to transform to meet the needs of a rapidly changing marketplace. That is why we start our review with those tips and insights.

  •  ContactCenterSolutions Contributing Writer Christopher Mohr had an interesting piece on recommendations by Genesys regarding six things you can do to improve the customer experience
  • Six was also a magic number in a posting by ContactCenterSolutions Special Guest, Stefanie Amini, Marketing Director, WalkMe on how to better delight customers when they interact with your contact center.  
  • An interview with Sid Banjergee, CEO of Clarabridge focused on the fact that the voice of the customer is useless if no one hears it. Clarabrdige also was the subject of other news with the announcement that has entered a strategic partnership with Brandwatch to bring more social analytics capabilities to its Customer Experience Management (CEM) tools
  • GMC Software released research on cross-channel communication and that insurance companies in particular have been lagging in adopting such capabilities and need to consider implementing them.   
  • Avaya unveiled the results of its Customer Effort Impact Survey which found that customer satisfaction is the key for any company’s success, and neglecting it might prove fatal.
  • It is also interesting that in2012 the Asia-Pacific (APAC) contact center market grew by 8.4 percent, higher than any other region. . 

Before getting to other industry developments there were two pieces on industry recognition of note. In the first, Medallia, a company that provides SaaS Customer Experience Management (CEM) solutions, announced that its client The LEGO Group has won a Forrester Research Outside In Award in the Measurement category. And, Experian Consumer Services, a global information services company that provides data and analytical tools, won an award in the "Best in Class Call Center" category at the Call Center Excellence Awards at the recent Call Center Week's Awards Luncheon.  

On the new products and services and customer wins side of things:

  • LiveOps entered into a strategic alliance with Connect NZ who will be adding LiveOps cloud contact center to its contact center portfolio. 
  • Social media management system HootSuite announced a new integration with Attensity, a provider of multi-channel contact center solutions for enterprise customer care groups. 
  • Steven M. Mariano launched Carrier and Technology Solutions, Inc. to offer reimbursement insurance solutions for fixed-price outsourced workers.
  • Community host Interactive Intelligence had two significant customer installations. They both involved installations Interactive’s flagship Customer Interaction Center (CIC). FORUM Credit Union and CCSi were the customers.   

The last news item has to do with the granting of a patent to RedSky for Enhanced 9-1-1 Networks. It covers

The U.S. Patent and Trademark Office or PTO has granted a patent to RedSky Technologies Inc. for its ground-breaking 9-1-1 networks. The procedure wherein RedSky’s E-LIS solution finds the location of a wireless device in an enterprise network is the patent’s subject. The E-LIS utilizes that location to route the 9-1-1 call via the enterprise voice network, completely bypassing the wireless mobile network.

Weekend reading  

If you have the time and inclination to learn more about the contact center industry this weekend, the resources that can be accessed via the community home page are constantly being updated, with videos, white papers, access to demos etc.  This includes links for test drives of Interaction Analyzer and CaaS Quick Spin. “Ask the Expert” is always a great section for tips from the pros, and for more detail on areas of specific interest our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology — are great places to visit.

Edited by Rich Steeves