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TMCnet Call Center Software Week in Review

By Tracey E. Schelmetic
TMCnet Contributor

Welcome to the weekend, and the weekly wrap-up of the events in call center software.

Some 79 percent of recently questioned U.S. consumers say “high-quality” content gives a better impression of a brand or specific product, according to recent SDL survey. In addition, 82 percent of those surveyed said high-quality product content is “essential to good customer service.” Also, such content makes it easier for consumers to solve service problems on their own – some 87 percent said.

Read the full article here.

People are sharing more information than ever before on social networks such as Facebook, Google+ and Twitter (News - Alert). With that in mind, GraphDive has publicly launched its enterprise solution – a platform that, prior to this announcement, was available on an invite-only basis. Prospective GraphDive customers can now sign up directly and use the self-service dashboard to collect powerful insights on their users.

Read the full article on TMCnet here.

Synchronoss Technologies (News - Alert), Inc., a provider of transaction management solutions, has been selected by Mediacom Communications, a provider of cable, Internet and digital phone services, to deploy a mobile customer care application. The application gives Mediacom customers instant access to Mediacom customer service using a smartphone or tablet.

Find the article by clicking here.

Have you ever had or made a bad first impression and wished you could relive that moment? Unfortunately, we only get one chance at a first impression and starting out on the right foot is important for a company. The first impression can determine the way the customer views you moving forward.

Find the article here.

Symmetrics Business Intelligence, a provider of reporting and analysis solutions for contact centers, has entered into a partnership with OAISYS (News - Alert), a major player in business voice documentation and contact center management solutions. Officials with Symmetrics Business Intelligence said the two companies’ flagship products – Symmetrics nVISION Contact Center Reporting & Analysis Suite and OAISYS Talkument and Tracer solutions – now collectively leverage collected quality monitoring data for custom reporting and analytics purposes, offering organizations better insight into contact center operations and call-handling performance.

Find the full article here.

Provider of customer and answering services, Responda, recently launched its new Customer Integration Platform, based on Indosoft's contact center suite. This Agent-Customer interaction system has actually been integrated into the Indosoft Q-Suite ACD, resulting in a powerful multichannel contact center platform capable of fulfilling complex answering machine requirements.

Read the TMCnet article here.

This week, Genesys (News - Alert) launched Genesys One, which is being billed as a sophisticated customer service solution that is able to support as many as 300 contact center agents on one server. This means that small and medium sized businesses (SMBs) can quickly and easily put the solution to work for them. The solution means that they can offer multichannel support more efficiently. Genesys One also offers programs such as routing, an agent desktop and real time reporting in one little package. The best part of this new solution is that it can be easily adapted to whatever kind of conditions the contact center is looking for at the time.

Read about the launch here.

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

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

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