August 18, 2012
TMCnet Call Center Software Week in Review
By Jacqueline Lee
The third week of August saw a wave of innovative offerings in the Call Center Software sphere. Let’s review some of the biggest news items that TMCnet reported in Call Center Software this week.
A couple of companies provided solutions related to new time-tracking this week. M2SYS partnered with ABT Security to release biometric time and attendance systems as well as single sign-on software tools. Ballpark has enabled time-tracking and budgeting via browser for organizations of up to 100 people in addition to releasing an iPhone (News - Alert) app.
Other companies delivered innovations in social media. Sitecore incorporated Komfo’s social media solution, which helps companies to maximize ROI through Facebook (News - Alert), into their Customer Engagement Platform. Distribion unveiled its Social Media Bundle designed to help companies create and implement social media marketing campaigns and to track key analytics effectively.
Real estate and property management companies went mobile this week with MobiTask, which has iPhone app for data and task management linked to applications like Oracle’s e-Business Suite, Sharepoint, PeopleSoft and Kronos (News - Alert) Workforce Central. Mobile Intelligence also increased employee flexibility for Dr. Reddy’s Laboratories Venezuela by providing mobile CRM designed specifically for the life sciences industry.
Several new solutions released this week helped companies with revenue generation. TaylorMade-adidas Golf Company selected CallidusCloud as its SaaS (News - Alert) sales compensation solution providing real-time reporting, analytics, incentive design, and calculation and payment.
Also, Cardinal Commerce revealed CustomerConnect, a service that generates deals for customers via text message. CustomerConnect will be incorporated into the Cardinal MAX program, which takes care of mobile payments and generates mobile loyalty and gift card offerings.
In addition to making new money, some companies are keeping a tight leash on their revenue by investing in cVidya’s MoneyMap and FraudView. cVidya Networks snagged deals with two EMEA carriers, adding 30 million potential customers to its rolls for the delivery of revenue assurance and fraud prevention services.
Call center software made a substantial difference for two companies this week. The Atlantic Coast Media Group sang the praises of Nexidia Interaction Analytics for their call centers. Interaction Analytics addresses resolution rates, handle times and compliance issues within the call center. Also, nTelos credited Avaya Contact Center Solutions with helping it to resolve 97 percent of customer inquiries on the first call.
Stay tuned to the latest news in the Call Center Software community by regularly visiting TMCnet. For this week and every week, you’ll get the lowdown on the latest innovations and trends from the world of the call center from the reporters at TMCnet.
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