Despite winter’s icy grip on much of the country, the Call Center market remains red hot. Here are some of the stories that made news this past week.
Fonality (News - Alert) announced it has been issued a U.S. patent for universal queuing of inbound communications. David Scult, CEO at Fonality, noted that there has been a shift in the way people prefer to interact with businesses, and the ability to handle many modes of communication efficiently – voice, chat, email, voicemail and social media – is more important than ever.
“This patent addresses the need for contact center agents to do lots of different work, not just phone calls, and to make sure they are working on the most important interaction at any one time,” Scult said.
In other news, Total Communications, a company that offers business IT and communication technology solutions, announced that Cisco (News - Alert) has recognized the company with a Customer Satisfaction Excellence Gold Star for achieving outstanding customer satisfaction. Total is a Cisco Silver Partner with a Master Specialization in unified communications and Advanced Specializations in switching and routing, wireless LAN, collaboration architecture, unified computing and security.
“Our goal is to build long-term relationships with customers as a trusted technology partner. This feedback indicates we are achieving this goal,” commented Richard Lennon, president of Total Communications.
Elsewhere, Engage Mobility, Inc., an emerging leader in mobile technology, marketing and integrated data solutions, announced that it has launched an industry specific version of its mobile engagement system for the real estate industry. The system will allow Realtors to utilize the power of the Engage mobile augmented reality technology to bring images of properties to life in mobile video. A prospective home buyer will have the ability to scan a picture of the home on a flyer or sign, and call up the virtual tour for the home on the user's handset. More importantly, the realtor will immediately know there is a prospective customer at a specific property location, and he or she can communicate instantaneously with their prospective customer through push notification, and schedule a home showing or appointment on the spot.
Be sure to check in daily for the latest news in the Call Center Services arena.