April 26, 2014
Call Center Software Week in Review
By Matt Paulson
TMCnet Contributing Writer
The software used in call centers all over the world is rapidly evolving, with new products creating more efficient workspaces than we’ve ever seen for operators. New technology means that call center operators can make more calls in less time, since call routing techniques as well as new scripting tools work together to reduce the time between phone calls as well as reducing the time spent per call. The result is higher conversion rates over shorter periods of time, which nets more money in the long run. Several developments were made in the industry just over this week alone, and here is a look back at some of the most striking cases.
One of these new offerings comes from CorvisaCloud, a cloud-based contact center software provider. The company recently unveiled a new platform for hosted voice and SMS services, which supports customized applications that address the exact communications needs of a business that chooses to deploy it in its contact center. The platform is supported by CorvisaCloud’s own enterprise-class network for all hosting, scaling and support needs, which means that call centers can afford the CorvisaCloud product without having to build or maintain any of their own infrastructure.
Speaking of the importance of SMS services within call centers, a recent report from MarketsandMarkets forecasts a massive growth in the text analytics market in the near future. Though the industry is currently worth around $1.6 billion, MarketsandMarkets expects this figure to explode all the way up to a net worth of $4.9 billion in the year 2019. This is based on an estimated compound annual growth rate (CAGR) of just over 18 percent. Better text analysis techniques would allow for better customer understanding and improved decision-making, but the current industry is lacking an efficient way to analyze text en masse. As such, an automation solution for data analysis has massive potential.
Finally, TMC’s own CUSTOMER Magazine has done careful analysis of several providers of CRM services, and the magazine was proud to present VoIP provider RingCentral’s (News - Alert) Office Enterprise Edition as the recipient of a 2014 CRM Excellence Award. This award was granted by CUSTOMER Magazine in recognition of RingCentral’s efforts for helping clients improve CRM. RingCentral beat out its competitors thanks to the several features granted by the Office Enterprise Edition of its services, which combines voice fax and texting into a single business identity. According to RingCentral president David Berman, “This distinction by CUSTOMER Magazine highlights the quality experience we deliver to our customers every day.”