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TMCnet's Call Center Software Week in Review
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July 14, 2012

TMCnet's Call Center Software Week in Review

By Michelle Amodio
TMCnet Contributor

It’s time for another recap in the headlines. Let’s take a look at what happened in call center software. recently opened a new call center in Shanghai to provide support for their partner, OptionWorld. is a Web-based financial education service provider that helps investors select stocks in the U.S., China and in other foreign currencies.

The newest location will focus on customers located across Pacific Rim and specific European geographies.

In other headlines, PubNub released Real-Time Audience (News - Alert) Analytics which will now give customers a quick view at the size of their active audience, as well as user locations on a world map, with multiple updates each second.

“Our customers have inspired us to develop compelling new features, such as PubNub's Real-Time Audience Analytics," said Todd Greene, CEO and co-founder of PubNub. "Real-time global systems like PubNub deliver dramatically increased value when that real-time usage can also be analyzed, instantly.”

Contact center software provider, Genesys (News - Alert) was recognized in Gartner’s report “Magic Quadrant for Contact Center Infrastructure, Worldwide.”

Authored by Drew Kraus, Steve Blood and Geoff Johnson, the report evaluated Genesys on the basis of completeness of vision, the ability to execute and the continued ability to differentiate itself from other competitors.

“Genesys is pleased to be included as a leader in Gartner’s Magic Quadrant, but we recognize that to maintain this level of recognition, it is imperative to continue evolving,” said Nicolas de Kouchkovsky, chief marketing officer at Genesys.

Last but not least, automated workforce management provider, ClickSoftware (News - Alert) is looking towards a successful future. Their second quarter expects to see total revenue of around $22.5 million in the second quarter of the year 2012, with an approximate year over year growth of nine percent.

The third and fourth quarters can also expect significant growth, as the company entered into a contract valued at around $10 million, which can also rise to an amount of $15 million or even more within the next five years.

“As announced today, we signed a significant contract with one of the largest telecommunication companies in the world, which selected our optimization and mobility solutions to standardize and enhance the workflow of tens of thousands of field technicians,” commented Dr. Moshe BenBassat (News - Alert) at the time of announcement.

That’s it for this week’s call center recap. Be sure to tune into TMCnet’s Call Center Software global online community for up to the minute headlines.

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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