April 12, 2014
Call Center Software Week in Review
By Matt Paulson
TMCnet Contributing Writer
The optimization of customer contact centers around the nation is key to enhancing and expanding their outreach. While the human element of an operator's ability to take and make as many calls as possible does have a finite limit, the software that manages and organizes these calls is advancing at a much faster rate, and the limitations are constantly becoming fewer and fewer. Just this week alone, call center software has made surprising impacts in various enterprises all over the world, with new tools being developed and existing ones implemented into new and exciting situations.
For example, the Forrester Research (News - Alert) group recently made the announcement that they had named KANA customer service solutions the Best in Class in a recent report. KANA provides customer service solutions in both cloud and on-premises formats that helps medium to enterprise sized businesses (including several Fortune 500 companies) optimize their customer engagements across web, social and mobile platforms. Forrester compared KANA against 12 other software providers in their study, and based on 38 different points of criteria they felt that KANA's solutions bring “knowledge management to a new level.”
In other recent news, Berkshire Hathaway HomeServices Fox & Roach rolled out their newest advanced automated marketing system that allows users to create, publish and distribute a wide array of custom content. Fox & Roach specializes in providing brokerage and related services within the United States, and they developed the marketing system side-by-side with Imprev, a company that offers innovative marketing solutions to real estate companies that includes automation, custom marketing and digital apps. The marketing system features an intuitive interface that allows users to attach several content types to Fox & Roach home listings, including virtual tours with IDX, YouTube (News - Alert) videos, and responsive websites for individual properties.
Customer service solution provider Zendesk has also made the announcement that they have acquired new chat software, along with their plan to launch into the stock market with an IPO, following up on the words in their company moto: “Better customer service starts with with better communication.” The chat software comes with the acquisition of the award-winning app developer Zopim, and according to a statement from Zendesk, “Our combined engineering team is busy working on a new Zopim app that embeds the chat agent experience in Zendesk. We expect the first iteration of this new app to be available in May, after which there will be a steady stream of improvements.”