TMCnet Contact Center on Demand Week in Review

IBI - Multi-National Insurance & financial
trading company
Israel Brokerage & Investments (IBI), Ltd. A leading company listed in The Israeli Stock Exchange Market offers a broad range of investment management and trading. One of the biggest fears a company can experience is complete operation shut down during disaster. Last year, IBI Investments, experienced this exact situation when a floor of their building (below them) caught on fire. Fortunately all the workers were able to exit safely. Even more fortunately, the Tikal Networks IP-PBX and Crystal Call Center was hosted in a remote location. Tikal Networks developed a unique feature called "remote agent". This feature gives every user the ability to call from a remote location and use all the features available at their desk. This gives any user the ability to keep on working without any change in features or operations. To assure complete uninterrupted operation, IBI's IT management also took the precaution to host the telephony system off the premises. This way, no single event can prevent the operation from regular operation.

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TMCnet Contact Center on Demand Week in Review

IBI - Multi-National Insurance & financial
trading company
Israel Brokerage & Investments (IBI), Ltd. A leading company listed in The Israeli Stock Exchange Market offers a broad range of investment management and trading. One of the biggest fears a company can experience is complete operation shut down during disaster. Last year, IBI Investments, experienced this exact situation when a floor of their building (below them) caught on fire. Fortunately all the workers were able to exit safely. Even more fortunately, the Tikal Networks IP-PBX and Crystal Call Center was hosted in a remote location. Tikal Networks developed a unique feature called "remote agent". This feature gives every user the ability to call from a remote location and use all the features available at their desk. This gives any user the ability to keep on working without any change in features or operations. To assure complete uninterrupted operation, IBI's IT management also took the precaution to host the telephony system off the premises. This way, no single event can prevent the operation from regular operation.

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TMCnet Contact Center Solutions Week in Review

- Alert) International.   Sales Simplicity Software, a company helping homebuilders automate with dynamic content management, and reporting, announced addition of more than 1,200 new housing starts in its sales automation system so far in 2012.  T-Mobile is adding 100 new employees to its contact center in Maine by the end of the year.   Russian mobile operator Megafon has opened a new multilingual call center for the managing directorate of the Universiade 2013, which will take place in Kazan, Russia, the capital of the Republic of Tatarstan, 800 kilometers east of Moscow.  Panama has implemented SaaS CRM solution from FreeCRM.com to automate call center operations and streamline governmental services in the country's Office of Social Services, La Caja de Seguro Social.   The U.S. General Services Administration (GSA) has renewed its contract with Telax as its hosted call center solutions provider.

The product side of things was also abuzz with news this week which included:

Interactive Intelligence’s upgrade to its popular Interaction Process Automation solution.   Business discovery company QlikTech announced that TalkTalk - a broadband, home phone and mobile provider - is piloting its QlikView Business Discovery platform.    Aspect (News - Alert) released Version 7.1 of its Unified IP Contact Center Solution.   Lexifone stated that it is about to triple the annual sales of its automated voice translation service.   Drishti has enhanced its AMEYO contact center reporting solution, Reportika, which enables contact center administrators to better track multiple campaigns and agent activities.

Last and certainly not least you should read Art Rosenberg’s (News - Alert) feature, “Consumer Mobility, 'Customer BYOD,' and the UC Contact Center,” where he stated that, “Unified communications” (UC) may well make the contact center the biggest source of ROI for UC-enablement.” The full article is a very valuable resource for thinking about where multi-channel touch is going in contact centers.

Weekend browsing  

As always for your weekend reading pleasure check out all of the valuable resources available to you on the community as well as the affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology. 

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

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Genesys and Telekom Deutschland Announce New Cloud-Based Contact Center Solution

to now benefit from the world's leading contact center software."

Genesys, a provider of customer experience solutions, recently expanded its relationship with Empirix. As per the agreement, the companies will now jointly offer Genesys Testing as a Service (GTaaS) powered by Empirix (News - Alert) to their mutual customers. This flexible test service enables contact centers to quickly and cost-effectively ensure the customer-agent experience prior to deployment. GTaaS preempts issues from impacting live environments and speeds ROI by accelerating the deployment of new contact center investments.

The companies have come together to offer end-to-end testing of IP, contact center, unified communications and mobile solutions, with no equipment to purchase.

GTaaS combines industry-leading Empirix Hammer Test technology with customizable services for validating the scalability and performance of new or modified voice self-service applications and the infrastructure and networks they rely upon. 

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Braden Becker
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TMCnet Contact Center On Demand Week in Review

Danya Cebus- Multi-National Construction Company
Danya Cebus is the leading and largest international construction company based in Israel. Danya Cebus commands exceptional abilities in the design and construction of complex projects, For several years, the company has also exported its management and engineering capabilities to implement successful projects in overseas countries. The company has successfully completed and continues to be active in impressive building projects in Europe in the fields of residential, commercial, office and hotel construction combining management and engineering excellence, leading edge building techniques, high quality and uncompromising service.

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Evolve Your Contact Center with Zeacom and Microsoft Lync Integration

The World's Largest Communications And Technology CommunityTechnology Marketing Corporation,
800 Connecticut Ave, 1st Floor East, Norwalk, CT 06854 USA
Ph: 800-243-6002, 203-852-6800; Fx: 203-866-3326
General comments: tmc

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Customer Experience, Contact Center Solutions and the Move to 'Constant Personal Attention'

- Alert) is a Platinum Level sponsor of ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. For more information on ITEXPO, click here

Edited by Jamie Epstein


Related Contact Center Solutions Articles

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TMCnet Contact Center Solutions Week in Review

It was a busy week in the Contact Center Solutions community spanning all aspects of the business as well as the globe. Given the breadth of activities the thing that caught my eye was actually something that happened early in the week with the announcement from Nuance, famous for building Siri for Apple, that there is now a customer service rep called "Nina" that can live inside your credit card app. Very cool!

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The Importance of Strategic Planning in Contact Center Transformation

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TMCnet's Contact Center on Demand Week in Review

- Alert). prairieFyre Software has been awarded the Gold Certified Communications and Independent Software Vendor associate status by Microsoft.

CDC Software (CDC), a provider of enterprise software for on-premises and cloud deployments, and Consona Corporation (News - Alert), a source of technology and services across a range of software application categories, have reportedly merged to form Aptean, a comprehensive enterprise application software company. Aptean will have over 9,000 customers, 1,500 employees and a worldwide network of sales and support operations.

Knowlagent, a provider of intraday management solution for contact centers, has just formed partnership with NexxPhase, a provider of contact center on demand solutions, to improve agent productivity and customer satisfaction at contact centers. The partnership builds on the contact center capabilities of both companies to provide best-in-class contact center solutions by reducing agent idle time.

Connect First, a provider of Cloud Routing solutions for the Direct Response industry, has unveiled Certified Cloud Routing Destination program in response to customer requests. Officials with Connect First said that the company’s Cloud Routing is a hosted solution that allows intelligent load balancing of inbound calls to multiple contact centers. Company officials pointed out that with Connect First Cloud Routing, calls can be routed to multiple distributed contact centers or assigned to secondary queues such as IVR, or specialized ACD skill groups.

That's all for this week in the world of contact center on demand. See you next week!

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.

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National Australia Bank (NAB) Going Virtual with Contact Center

The World's Largest Communications And Technology CommunityTechnology Marketing Corporation,
800 Connecticut Ave, 1st Floor East, Norwalk, CT 06854 USA
Ph: 800-243-6002, 203-852-6800; Fx: 203-866-3326
General comments: tmc

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West Notifications Groups Plays a Part in Contact Center Transformation

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The Importance of Taking Contact Centers to the Cloud with 8x8

- Alert) in booth #808. For more information on ITEXPO West 2012 click here.

Edited by Rachel Ramsey
Back to Call Center

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TMCnet Contact Center Solutions Week in Review

UAB Congratulates Cupola Teleservices on Winning 'Call Center OSP of the Year' AwardCupola Teleservices (CTS), a provider of outsourced contact center services, was recently recognized with the award for "Call Center OSP (Outsourced Service Provider) of the Year" for the second year in row at MECC'12. Cupola Teleservices is a provider of services to both regional and international clients. Cupola Teleservices was congratulated by the United Arab Bank (UAB) on winning the award. UAB is the UAE's fastest growing bank and voted as the Bank of the Year in the UAE by the Financial T…

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TMCnet Contact Center Outsourcing Week in Review

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Avaya Offers Insight on Social Media in the Contact Center

- Alert), Facetime, and the like, folks knew video as TV – almost always continuous, with a great picture, transmitted from a full studio setup.  After years of video calls on webcams with family, friends, etc., they now know that Internet video can be useful, but there can be issues – just like with cell phones. This means that businesses can now comfortably make the decision to deploy video, knowing customer expectations are realistic.

What new tools and practices are businesses using to better leverage their own and/or outside data to target, engage, and deliver to the customer?   

On one hand businesses must understand their customers’ needs and experiences, and on the other they also must understand the strengths and weaknesses of their business processes. Analytics must be multi-faceted in order to make constant improvements on both sides in order to remain competitive. One of the key areas is in agent quality monitoring and WFM. Speech analytics is now very practical, possible, and ready to help businesses monitor their conversations. Avaya’s purchase of Aurix (News - Alert) last October is an example of how we see this technology becoming mainstream, especially when incorporated by design into a contact center solution instead of being an optional add-on.

How is the mobile boom impacting how businesses target, engage, and deliver to the customer?

Very few people think to themselves, “I’d like to buy something, let me call around to see what companies have today.”  They start on the Web, and with mobile devices. Capturing that Web visit and turning it into a sale or, if needed, an agent-assisted transaction, is what successful companies are striving to accomplish. Anything less is not as competitive given the proliferation of the portable Internet. 

Mobile devices and consumerization are also having tremendous impacts inside the contact center. Agents and supervisors are much more likely to be remote or mobile. Supervisors can manage on the move using their tablets, for example, as a source of real-time operational and analytics data. Subject matter experts can be brought into interactions wherever they may be and, probably most importantly, consumers are electing to interact with contact centers using their mobile devices in a variety of modes.   

Beyond just Internet browsing, there is very often an app for that.  It is becoming an expectation that major corporations provide an app for consumer engagement – for example, with financial institutions or airlines.  

The question now becomes how does a company turn that into an opportunity – let’s say if a customer cannot get his or her question answered via the native app? More and more companies are realizing the value of integrating that application directly into their contact center to provide the customer an opportunity to ask for more assistance in real-time, at the moment of need.  

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.

 

 

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Egypt Enters the Hosted Contact Center Space

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C3 and Universal American Health Earn Best Outsourcing Partnership Award from Contact Center World

Microsoft Athens Headquarters Attacked More States Cracking Down on Distracted Driving with Hefty Fines Zulahoo Chooses ViaWest for Cloud Hosting Solution Judge Stops Sales of Samsung Galaxy Tablet in U.S. Americans Prefer their Internet Mobile more of today's top stories...Related VoIP News

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TMCnet Contact Center Solutions Week in Review

Along with the usual customer implementations, new capabilities and even legislative efforts in the State of New Jersey regarding companies that offshore their contact center, there was a lot of advice and market insights to look at this week regarding contact center solutions.

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2Ring Revs Up Cisco UC, Contact Center Offerings

TMCnet Contact Center Solutions Week in ReviewThis week in contact center solutions had a little bit of everything. There was recognition for leaders in the space, acquisitions, deals and signs that the industry continues to grow despite challenging economic circumstances. We also featured some food for thought pieces.

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