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Call Center Software Week in Review

By Tracey E. Schelmetic
TMCnet Contributor

It’s been a busy week in the call center software industry. Let’s take a minute to wrap up the week’s events.

To take advantage of the “gamification” opportunities in the call center software market, Verint has partnered with gamification outfit Badgeville to power its Impact 360 Workforce Optimization software suite. As a result, Verint says, its customers can benefit from engagement mechanics and behavior analytics designed to help motivate and drive employee performance.

CallScripter has revealed that its CallScripter Release 4.5 is now compatible with major contact center offerings from Avaya (News - Alert). CallScripter is a browser-based agent scripting application.

When people talk about the continued growth of the call center industry, they still tend to overlook the personal effect that growth has on the employees that work in these call centers. One such story that shouldn’t be overlooked is that of Charmaine Lizarondo. Ms. Lizarondo was hired on to work at the call center managed by Transcom Philippines in 2010. Just three years later, the woman who started out as someone who would take customer’s phone calls is now the operations manager for the Transcom Barcolod City call center.

Call centers are notorious for outsourcing, typically to countries such as India or the Philippines. However, a new trend is emerging in call center outsourcing: more and more companies are opening new centers in Mexico.

Voxeo recently announced that it has integrated the joyn messaging service into its CXP platform enabling it to provide developers with an easy way to deploy joyn-based apps within current customer communication strategies. The company in its announcement said that it had used the Solaiemes’ RCS API Gateway to achieve this integration.

Noble Systems (News - Alert) Corporation, a provider of unified contact center technology solutions, unveiled the new Noble Maestro 7.3, an update to its flagship offering for contact center management and reporting.

Avaya recently announced that Iceland 112 is using the Avaya Aura to deploy an extensive contact center solution for emergency communication. Since 1995, Iceland 112 has been managing emergency calls in Iceland and is responsible for connecting citizens to emergency services. The organization handles more than 20,000 calls a month.

TMC (News - Alert) and the editors of INTERNET TELEPHONY and CUSTOMER magazines recently recognized SoCoCare and InAppCare’s combined Mobile Social Early Warning Solution, with the prestigious 2012 Communications Solutions Product of the Year Award.

Amdocs (News - Alert), a provider of customer experience systems and services, recently announced plans to acquire privately held Actix (News - Alert), an independent software provider of mobile network optimization solutions, for approximately $120 million in cash.

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

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