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Feature Articles

If your call center is like most, you generate a lot of data. In fact, you may find that you're drowning in data. You know you should be doing something with it, but you may not be quite sure what. Or, you may be using a small portion of it, but you suspect that with careful analysis, the data you don't use could yield some valuable intelligence for improving your call center's operations.

To add more value, contact centers and enterprises need to be positioned in such a way that disparate data is more structured and collated, which Drishti claims to do very well with its AMEYO powered, upgraded, customer interaction management solution - Reportika 3.0.

A recent survey from Matter Communications revealed that there was a way to catch the attention of potential customers across a wide variety of media and promotional types. For marketing, public relations, and social media alike, the way to catch attention and hold it was surprisingly common across all three major substrata of marketing.

SAP has certainly had a very busy year. Just a few days ago, the company rolled out its new cloud CRM solution, basically joining the cloud services network in a very big way. The company could be uniquely positioned to be the king of the hill when it comes to this type of technology simply because it is big, yet nimble enough to handle this shift.

One must anticipate customer needs, monitor business critical Web services and never let a problem gather girth; you get your value add and a satisfied customer. This was what Cornerstone's IT team focused on - perfecting customer facing apps and nipping a problem right in the bud.

RE/MAX Regional Services has chosen the popular Mobile Business Card from Vizibility for providing digital business cards to its 4,500 real estate brokers and agents. A professional's contact data and online presence can be put together and shared on the Web using the custom-designed mobile microsite, Mobile Business Card.

Pegasystems Inc recently announced that with its new Pega Process Extended, it will be introducing upgraded ERP solutions which will accelerate the use of SAP applications along with new work automation and user experience features. Pegasystems is a specialist provider of Customer Relationship Management (CRM) solutions.

Promero, a reseller and provider of cloud-based virtual call center software, revealed its plan to offer its proprietary CTI connector for free, for its hosted platform of Oracle Contact Center Anywhere to Salesforce CRM users. Salesforce CRM users can now add enhanced call center and telephone features to their instance with Promero's CTI connector for Oracle Contact Center Anywhere.

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