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TMCnet Call Center Software Week in Review

By Tracey E. Schelmetic
TMCnet Contributor

Welcome to the weekend, and time to wrap up the week’s events in call center software.

TCN, a hosted call center provider, recently announced the release of new competency tools and features to its call center, ensuring improved efficiency in agent allocation and calling campaigns. Keeping up with its tradition of providing reliable and consistent value and service excellence through innovation, TCN released a gamut of exciting features to increase the efficiency and productivity of its call center.

Read the full article on TMCnet here.

Workforce management company Teleopti, together with quality management partner ZOOM, announced this week that it has been included in the 2012 Gartner (News - Alert) Magic Quadrant for Contact Center Workforce Optimization. The Teleopti-ZOOM joint workforce optimization solution brings together the best of workforce management and quality management domains into a single, fully integrated suite. This is the first time two vendors appeared as one solution provider in the Gartner Magic Quadrant for Contact Center Workforce Optimization.

Read more here.

Promero, a reseller and provider of cloud-based virtual call center software, this week revealed its plan to offer its proprietary CTI connector for free, for its hosted platform of Oracle (News - Alert) 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 (News - Alert) connector for Oracle Contact Center Anywhere. Features include IVR, ACD, call recording, predictive dialing, inbound/outbound blended agents and extensive call details reports.

Read the full article here.

Pegasystems (News - Alert), 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.

Find the full article here.

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.

Read the full article here.

That’s all for this week in call center software. See you again next week!

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