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Call Center Software Community

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Feature Articles

Businesses are increasingly aware of the importance of call centers. They represent an essential point of contact between companies and existing or potential customers. And, with the emergence of the cloud as a tool for agile and flexible computing and communications, more and more businesses are considering moving their contact centers into the cloud. But, as companies consider this transition, there are a number of different factors they must consider, from cost to complexity. It is important to think about the right kinds of software to implement as well.

While sales functions are thought to be one of the last frontiers of automation -- buying from a robot, after all, seems like a bad idea to say the least -- some sales functions actually do well with a degree of automation. That's the word to emerge from the results of a recently completed survey of TechValidate research sponsored by Pegasystems Inc., that says commercial banking customers can not only see some impressive savings by automating parts of their systems, they can actually make money with increased sales.

Crum & Forster, a renowned provider of specialty and standard insurance offerings, has selected Accenture's Duck Creek Policy Administration software to support, enhance and modernize its technology. Duck Creek Software will be used by Crum & Forster as a major component of its rating and policy processing system for commercial lines, workers' compensation and specialty lines.

Transition Networks has released its CONVERGE Element and Service Management System, an intelligent, highly-scalable, carrier grade solution that simplifies management and service provisioning of its carrier Ethernet products.

While customer relationship management (CRM) apps are leading the way to further growth, the worldwide software market is worth a whopping $167 billion. With commercial CRM apps making up 49 percent of the total market share, the market enjoyed a 4.7 percent year over year increase, for the first half of 2012.

It looks like Appointment-Plus, provider of mobile and online scheduling solutions, took analysts' prediction that business users are likely to embrace the iPad Mini to heart and released its existing native mobile scheduling software app for the new device. The app provides businesses and organizations of any size with instant access to the Appointment-Plus scheduler, allowing for management of appointments and customer information from anywhere.

Optimal, a social media advertising and audience analytics platform, has launched the Audience Matrix social analytics product. A Facebook preferred marketing developer and creator of Optim.al, Optimal offers a comprehensive self-service ad platform for Facebook's native ad formats and real-time retargeting, via the Facebook Exchange (FBX).

Phizzle, a technology provider of advanced mobile marketing products and digital advertising solutions, has launched Affinity, a new loyalty solution. Affinity is expected to enhance Phizzle's enterprise-grade digital platform and brand loyalty by activating redeemable 'card-less,' point-earning capabilities via mobile, social or in-person contact with a customer.

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