September 15, 2012
TMCnet Call Center Software Week in Review
By Tracey E. Schelmetic
Happy Saturday! Let’s take some time to review the week’s events in the call center software marketplace.
While inbound calls are tough to plan for in a contact center – every company experiences hard-to-cope-with call spikes now and then – the same can’t be said of outbound work. So what if you could turn inbound calling into outbound calling, making traffic easier to predict and taking the pressure of agents handling long call queues, and removing the agony of waiting on hold for customers?
Read the full article here.
Good customer service is about forming good relationships, fostering them, building loyalty and getting new customers. It is the pulse which makes organizations beat, the lifeline that sustains and what actually determines the bottom line. Many companies still struggle to deliver quality customer experience even with a good solution. This is where Jacada's (News - Alert) experience, commitment to the customer service market, ability to simplify and improve the effectiveness of customer interactions – and willingness to go that extra step – recently worked in its favor.
Read the full article here.
While much has been made of cloud-based services that help with sales and communications functions, there hasn't been quite so much emerging around ways for the cloud to help with marketing and promotional efforts. That's about to change, thanks to a recent patent awarded to Appature Nexus, Appature's marketing cloud product.
To read more, click here.
ClickSoftware (News - Alert) Technologies Ltd. has unveiled the latest version of its mobile workforce management solutions, currently offered with updated features and tools. The new version is built with support from latest mobile, scheduling and GPS technology to enable companies to proactively manage their service organization.
Click here for the full article.
Infosys (News - Alert) and AT&T have teamed up, creating a new jointly developed solution called SpeedSolve. Using state-of-the-art technology for messaging, multimedia, reporting and integration with smart devices, it’s designed to make communication faster and more efficient, improving customer service on all ends. SpeedSolve is powered by Infosys Real-Time Expertise Manager, and made to facilitate collaboration between customer service representatives and experts in subject matter in order to help answer questions more quickly with minimal call transfers.
Read more here.
That’s all for this week in the world of call center software. See you next week!
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