This week the call center services space was overflowing with prestigious honors, great achievements, and innovative product developments. Let’s dive right into some highlights of this week’s news!
First, Telax Hosted Call Center and Metaswitch Networks have teamed up on marketing and supporting an integrated cloud contact center solution. In addition to enhancing the Metaswitch Hosted Business Services Solution, this alliance allows Metaswitch to offer its customers advanced capabilities for customer service desk operations.
Now, Metaswitch customers can offer a comprehensive contact center solution to its subscriber base. Customers will not have to pay any upfront capital costs or sign any long term contracts to achieve this goal. All Metaswitch customers that implement the Telax solution will be able to add features to their hosted services portfolio including workforce management functionality, an ACD, IVR and call recording.
“With Telax, our carrier customers that require best-in-class cloud contact center software in their portfolio can now provide organizations with a superior, differentiated solution to help them improve their customer experience,” said Al Cook, vice president of Product Management at Metaswitch.
In other call center services news, Aspect (News - Alert) Software, a provider of next-generation customer contact and enterprise workforce optimization, has been recognized by Frost & Sullivan (News - Alert) with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining market performance.
Aspect has managed a high degree of success by blending integrated inbound and outbound solutions with other functions and unified communications. In fact, Aspect's outbound dialer is fully integrated within its unified IP contact center platform, enables coordinated multimedia, proactive and reactive blended campaigns.
"Aspect continues to make admirable headway in a tough market, edging out established premise-based rivals as well as vendors providing hosted offerings," said Frost & Sullivan Research Analyst Nancy Jamison. "In addition to bolstering its presence in the more traditional outbound debt collection vertical, the company developed targeted solution packages to make it easier to deploy the more complex and multifaceted outbound applications in new verticals."
Lastly, Storacall Voice Systems, a developer of call recording, analytics and agent performance systems, has decided to enter into a strategic and technical partnership with Rostrvm Solutions (News - Alert), a supplier of a platform independent predictive dialer and call center software.
In this partnership, Storacall‘s call recording systems have been integrated with Rostrvm’s call center software to provide a seamless contact management and call recording solution - a development that will enable users to maximize productivity, efficiency and improve customer service, from one platform.
“This development means that existing users of Storacall recording systems can move to Rostrvm’s inbound and outbound call handling solutions without the recorder becoming redundant, and Rostrvm users can add a Storacall recorder knowing that it will be fully compatible with their existing infrastructure,” said Alex Leighton, marketing manager at Storacall.