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TMCnet Call Center Software Week in Review
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February 16, 2013

TMCnet Call Center Software Week in Review

By Tracey E. Schelmetic
TMCnet Contributor

Welcome to the weekend, which means it’s time for another wrap-up of the week’s events in call center software. has implemented a piece of cutting-edge predictive software that can anticipate customers’ questions and concerns. The solution is expected to boost the firm’s customer service efforts in a number of ways. The software considers the time of the call, the source location of the call and initial keywords spoken by the customer when they communicate with the customer service professional.

SalesPortal has unveiled a proprietary offer personalization engine. Customers will be able to receive offers related to specific products that are applicable to their instantaneous requirements after the conclusion of sales and service calls based on offering customization. Customers are divided on the basis of demographics, purchase history, and/or predispositions by the latest customization engine.

ReD, a source of global fraud prevention solutions for merchants and payment service providers, has a huge clientele across six continents. The company has recently introduced an interactive, self-service Business Intelligence portal for all its customers, subscribing to the company’s ReD Shield fraud prevention service.

CRM solutions providers Zurmo Inc. of Chicago and Sooptoo of the Netherlands have joined forces. Sooptoo will resell product -- and provide professional services including customization, installation, integration, maintenance, support and training -- for Zurmo deployments in the Netherlands.

X2Engine, Inc., a company that provides software and cloud hosting services for X2CRM, a next-generation open source sales management system, has rolled out X2CRM Version 2.8. X2CRM is a sales and marketing application designed for companies that require a focused customer information system. With a special emphasis on sales force speed and process optimization, according to the company, X2CRM is remarkably compact and easy to use, yet incredibly flexible and cost efficient.

Good customer service is a sound investment for any company; satisfied customers help create brand value, and in the current economic scenario, customers need to go away happy and come back for more. RecordFee, which offers a customer service solution for public records reports, is making a huge effort to keep customers happy and satisfied by introducing its new Gold Star customer service program, which helps ensure that the company’s service reps work to their full potential.

SoCoCare, a company specializing in cloud-based customer service software solutions, recently unveiled Social CIM, its new all-in-one social engagement package for professional customer care teams. This new cloud-based social engagement offering is aimed at offering customer care agents, supervisors and managers with rich social feeds including blogs, articles and social network posts, the ability to reply and direct-message authors all on one, unified platform.

That’s all for this week in Call Center Software. See you again next week.

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