Contact Center Solutions Featured Article

Contact Center Solutions Week in Review

November 02, 2013

While there was plenty of news in the Contact Center Solutions community this past week regarding new capabilities, partnerships and customer implementations, interestingly what dominated were items regarding company recognition, insights and advice.

On the recognition side of things, community host Interactive Intelligence not only achieved the prestigious Miercom Performance Verified Certification and was cited in several areas for its level of performance during rigorous independent testing, but also won TMC’s Cloud Computing Excellence Award for its CaaS solutions. Interactive Intelligence also made news when government contractor netAmerica met all of its goals with Interactive’s cloud-based contact center solutions. In addition, our host was joined in the accolades department by Firstsource who celebrated the company’s 7th anniversary and their Best Outsourced Partnership at the European Call Center Awards. 

As noted there was advice and insights in major supply this week in the following areas:

  • A Contact Solutions study says retailers need to use for mobile tech to improve contact center interactions.
  • In a whitepaper by Information Services Group, enterprises were advised that contact center vendors need to be carefully selected and managed to realize measurable improvements in the customer experience.
  • According to new research from the Temkin Group, spending on “Voice of the Customer” programs is increasing significantly.
  • Sound Telecom had a controversial item on why contact center outsourcing should not be encouraged.
  • ContactCenterSolutions Contributor Steve Anderson looked at wow to put video to work in customer service.  

There was also a cautionary note from ContactCenterSolutions Contributor Tracey Schelmetic about research showing that many of us would rather sit in a dentist's chair than call a contact center. And, Schelmetic also took a look at what kind of contact center it will take to underpin Amazon's new Mayday Button on it latest Kindle product.

When it came to new capabilities, partnerships and customer implementations, it was a global affair. Deals included:

New regarding expanded capabilities saw the following developments:

  • CATS Software’s CATS Applicant Tracking System for hiring is now integrated with 3CLogic's contact center software. 
  • HP Autonomy, a developer of software that enables automated personalization and categorization of text sources, launched HP Digital Marketing Hub to address the needs of  marketers seeking to increase customer engagement.   
  • Indosoft unveiled Q-Suite 5.8 with multi-tenant contact center ACD and PBX management features.
  • Philippine Long Distance Telephone (PLDT) introduced a 'Pay-Per-Use' cloud-based service for BPOs, contact centers and the banking entities.

Again demonstrating how contact centers are an important industry worldwide, it certainly caught the attention of many members of the community that Israeli Telecom was fined for long hold times by Israel’s government.

Weekend reading  

If you have time this weekend by all means take full advantage of the resources accessible from the community home page. It is constantly being updated, with videos, white papers, access to demos etc.  And for more information and insights on specific areas of interest, our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology — are places to visit and bookmark.

Finally, I want to point out that it might not be a bad idea to register today for Interactive Intelligence’s November 14 webinar, “A Practical Guide for Moving Your Contact Center to the Cloud.” The event features Drew Kraus, Research Vice President, Gartner; Donna Fluss, president, DMG Research, and Joe Staples, chief marketing officer, Interactive Intelligence. An extensive live online Q&A will follow the presentations.