"With the help of BMC Software, we have been able to realize real and significant business benefits, including major cost savings and an incredibly high return on our Remedyforce Service Desk investment," said Ed Don, president, Lumen21. "Lumen21 realized full project payback within one week of implementation, and was better able to support its remote locations and minimize the manual work associated with help desk tasks. We are honored that Nucleus Research recognized the success of our efforts with the Technology ROI Award."
With the solution, Lumen21 achieved a 7,148 percent return on investment.
Read the full details of the award here.
Last but not least, Infinity CCS (News - Alert) released the results of its 2012 Contact Center Campaign Survey, demonstrating how effective contact centers are in setting up new customer campaigns or services.
According to the report, 62 percent of contact center campaigns/projects are set up in under three weeks, with customer service coming in as the most popular type of campaign being run by contact centers, at 63.3 percent. This was followed by ‘Telemarketing/Sales’ at 36.7 percent.
“Our 2012 survey provides a rare insight into how organizations set up, manage and report on their contact center campaigns,” said Carl Adkins, CEO at Infinity CCS in the report. “It reveals just how fast contact centers have to launch new campaigns as well as the breadth of modern contact center campaigns – from single channel inbound or outbound campaigns with limited reporting, right through to complex multichannel inbound/outbound campaigns that use campaign development software and deliver sophisticated real time and historic contact reports. The research also demonstrates the value of project/campaign development software in enabling organizations to launch campaigns easier and faster.”
That’s it for this week’s recap of the news in the call center software space. Be sure to tune into TMCnet’s call center software online community for up to the minute news on this trending 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. 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.
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