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TMCnet Call Center Software Week in Review
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February 23, 2013

TMCnet Call Center Software Week in Review

By Tracey E. Schelmetic
TMCnet Contributor

It’s the end of another week, and therefore time to look back at the week’s events in call center software.

Aito Technologies (News - Alert), a provider of Customer Experience Analytics software, announced that it has added new features to its award-winning customer experience analytics product, Aito CEA. According to the company, CEA is an out-of-the-box customer experience analytics software solution that unifies business, network, product and customer data for real-time analysis, discovery, reaction and decision support by users across the business. It is easy-to-use and can be deployed in weeks.

Information Systems Management (News - Alert), a company commonly referred to as ISM and a provider of ERP and CRM business software, signed a partnership deal with NetSuite (News - Alert), an American software company. Through this partnership, ISM joined the NetSuite Solution Provider Program. ISM will now be able to launch a new cloud computing practice, offering their customers cloud-based business management and ERP software.

The Stock-on-Tees Borough Council in the UK recently installed advanced Qmatic customer flow management into its system, to help implement an Access to Services strategy, which has already been deployed in three stages across three major regions of the Borough. With Qmatic customer flow management, the Borough reported achieving 93 percent customer satisfaction in light of this new implementation.

No matter what business you are in – or how large your company is – you strive to maximize productivity and increase customer satisfaction. For call centers that are looking to improve in both of these areas, one way to do so is to migrate from an on-premise to a cloud-based, hosted contact center. This call center on demand can also increase agility and flexibility, providing real ROI and moving your business toward cutting edge technology.

Is the customer really king? Does customer satisfaction get the priority it deserves? These questions will forever remain partly unanswered because companies and businesses profess that they always put the customer first- this unfortunately doesn’t appear to be so.

Firstsource Solutions Limited, a global provider of customized business process outsourced (BPO) services to the banking & financial services, telecom & media and healthcare sectors, has launched First Customer Intelligence (FCI). The new product will help service organizations get actionable insights from customer interactions.

That’s the wrap-up for this week in Call Center Software. Have a great weekend.

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