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Contact Center Solutions Week in Review: Aspect, Avtex, and More

January 27, 2018

Enhancing the customer experience is the theme for Contact Center Solutions this week. It started with a North American certification and finished strong with the unveiling of a new product from 3CLogic. This seems like the appropriate time for the Contact Center Solutions Week in Review, just in case you missed out on any big announcements or releases.

Aspect Software announced its Aspect Via has received PCI Level 1 certification for North America. Level 2 plans are underway for Q1 2018. PCI-DSS (Payment Card Industry Data Security Standard) is a necessary evil to run credit cards while staying within compliance. Contact centers need to take on the same liability as any physical location accepting credit cards as a form of payment, especially with 2017 being the year of breaches.

Genesys has sold its QoS Telesys contact center consulting company to Avtex; no details of the deal have been disclosed to the public. In October 2017, Avtex purchased Denver-based Interactive Engineering Consortium (IEC), a contact center consulting and solutions provider. “IEC has built a very strong reputation nationally as a key implementation partner of Genesys,” Avtex President and CEO George Demou said at the time. “The addition of IEC to the Avtex family only strengthens our ability to deliver on very complex contact center environments designed to fuel exceptional customer experiences.”

NICE inContact CXone Agent is now available for Salesforce of the Salesforce AppExchange. This enables users to access WFO, customer history, controls, and more, all within one app. "Companies looking to improve agent satisfaction and productivity can now get an improved agent experience in Salesforce by adding CXone Agent for Salesforce,” said Paul Jarman, CEO of NICE inContact. "The integrated cloud solution can be up and running quickly with plug and play deployment for companies using Salesforce Sales Cloud or Service Cloud. With one unified agent desktop, contact center agents have what they need to do their job without having to switch back and forth between applications.”

Finally, 3CLogic revealed its latest product, 3C Connect, which seamlessly integrates legacy or on-premises telephony and CRM systems. This release is to directly addresses businesses desire to mesh legacy services with cloud-based CRM platforms. “3C Connect delivers immediate benefits of integrating their existing telephony solution with the various systems of record they use without the need to rip and replace the infrastructure already in place, bridging the wide chasm between telephony and CRM systems and providing immediate ROI,” shared 3CLogic’s CTO, Vikas Nehru.

And there you have it; the Contact Center Solutions Week in Review, wrapped up in a neat little package. Come back early and often next week for more news and announcements.