December 01, 2012
TMCnet Call Center Software Week in Review
By Monica Gleberman
Call center software is a critical component to any company that handles multiple incoming and outgoing calls. The software was designed to help handle customer’s inquiries quickly, efficiently and to the customers’ satisfaction. When software is installed, customers have the ability to choose how they want to contact you – whether it’s through an online chat, via email, fax, IVR or even social media. Whichever vehicle they choose to use, if a good system is in place, they will likely walk away satisfied.
With an ever-growing market, as usual, this week saw a lot of news coming from call centers.
For example, Peoplefluent revealed that it would be releasing a brand new upgrade for its Social HCM Software Platform that will help enhance the HR department. The upgrade will leverage data and analytics to help department heads make an educated decision when it comes to new hires.
“With customer needs at the forefront, Peoplefluent carefully plans each new enhancement to build upon product integration as we further break down silos that inhibit cohesive, collaborative talent management,” said Neal Bruce, vice president, Product Management, PeopleFluent.
“As we look ahead to 2013, expect product development to include an emphasis on adding more social functionality and mobile enhancements to ensure our clients can better leverage data to make strategic business decisions and win out in the competition for global talent.”
Read more about the update here.
AltiGen (News - Alert) Communications, Inc. also made a big announcement this week. The unified communications solutions provider has signed an agreement with Insource Technology Corporation, which will have both companies working together to make AltiGen’s MaxACD Contact Center available for Microsoft Lync users.
Chris Hayes, Insource director of Unified Communications (News - Alert), said that the Microsoft (News - Alert) Lync program is the best, and the reasoning behind this agreement was simply, “to provide a comprehensive solution for our customers,” said Hayes.
TMCnet Contributor, Tracey E. Schelmetic explained the solution details. “AltiGen’s MaxACD Contact Center for Lync was designed to be a simple to deploy, simple to use, and simple to manage call center for Lync. Features such as skills-based routing, multi-level auto attendant, a flexible and adaptable IVR with CRM integration capabilities, call recording and monitoring, and reporting are all integrated with Microsoft Lync to provide a communications solution either on premise or delivered through iCloud.”
Read the full story here.
Also this week, Sound Telecom announced that after Hurricane Sandy, the company is proud to say that it is still up and running with no problems from the super storm. The 24-hour phone service company said that it was available throughout the entire duration of the storm to answer calls and troubleshoot any problems for its customers.
Sound Telecom provides communication for businesses and potential customers. If the company had lost power during the storm, many of its clients that were up and running would have lost a serious amount of business.
“We are always online,” said John Dubay, Sound Telecom’s director of operations. “This was undoubtedly what customers in the path of Hurricane Sandy were hoping to hear, as several of them called in to Sound Telecom, detailing plans to be completely out of the office for a week or more. Moreover, Sound Telecom found itself fielding new business as well, with customers making last minute decisions about disaster protection via cloud-based services.”
Read more about Sound Telecom and it’s disaster relief plans here.
Make sure you visit TMCnet.com this week to read up on the latest Call Center Software news.