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Ignify Announces Microsoft Contact Center Enhancement

October 09, 2009

Ignify, a CRM and ERP consulting firm and Microsoft Dynamics Inner Circle Partner has reportedly announced an enhanced Contact Center platform for Microsoft's CRM Call Center Agent Desktop.

The new platform allows "customer service agents using Microsoft CRM to prioritize incidents and escalate those incidents for resolution with just one mouse click," company officials said, adding that "this capability greatly enhances first contact resolution while reducing cost per incident and most importantly improving overall customer satisfaction.

The contact center extension offers an approach to increase sales and handle greater client workloads without the need for additional personnel, company officials contend, by providing customer self-service capabilities and "an integrated agent desktop that ties together different applications and voice, chat and CRM information."

The extension integrates into existing Microsoft CRM deployments, with one touch management to the platform's core features, including "automatic classification of accounts to multiple tiers based on past sales volume, visualizing a sales funnel through probability and accurately forecasting future sales and assigning contacts and customers to various marketing lists among many others," according to Ignify officials.

Last November, ContactCenterSolutions  reported that Ignify was added to the Technology Fast 500 list by Deloitte L.L.P.

To determine the fastest growing companies, Ignify officials said at the time, Deloitte calculated the revenue growth percentage over five years, with Ignify’s total growth at 1983.23 percent or an average of 123 percent per quarter.

The vendor had also recently announced expansion into the Chicago region, recruiting more team members at its Nashville office, added new customers to its roster such as Clipper Corporation and started new enterprise projects at existing customers such as Rand McNally. 

The Fast 500 ranks the fastest growing technology, media, telecommunications and life sciences companies in North America as compiled from Deloitte’s regional North American Fast 50 programs, where nominations submitted directly to the Fast 500, and public company database research. Companies are selected based on percentage revenue growth from 2003 to 2007.

David Sims is a contributing editor for ContactCenterSolutions. To read more of David’s articles, please visit his columnist page. He also blogs for ContactCenterSolutions here.

Edited by Amy Tierney