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Call Center Software Week in Review

By Stefania Viscusi
Assignment Desk Editor

This week’s call center software-related news is chock full of new product launches, partnerships and industry recognition. Grab a cup of coffee, and read below for all the details.

Transera (News - Alert) has unveiled a new offering that seeks to help improve the contact center by better understanding customer interactions.

Customer Engagement Analyzer 2.0 is a SaaS (News - Alert) offering that combines collaborative analytics capabilities, cross-system customer interaction and agent activity data.

ProntoForms also announced this week it is now directly integrated with Salesforce. The offering brings together a mobile device App and Web management portal to make it easier to manage teams and data flow. Now information like customer contact details and more are available right from ProntoForms, without having to open the Salesforce Mobile App.

To help its business improve consistency and cost effectiveness, the State of Delaware selected WorkForce Software's EmpCenter Suite. The workforce management solutions have helped automate time and attendance and improve scheduling functions for state agencies.

To help streamline its operations and open a Level II trauma center, Portsmouth Regional Hospital in New Hampshire also made headlines with the launch of its One Call Transfer Center.

The new service, launched on June 2, was created not only as a way to streamline patient transfers and but also to help improve access to specialized care in the region. A total of 127 transfers were completed from the region so far.

Finally this week, Orbitz Worldwide offered jobs to the call center employees of Travelocity Partner Network, which the company bought out earlier this year. The call center, which closed its doors yesterday, housed 88 call center employees.

“We are continuing to work closely with all involved parties to ensure that as many current employees as possible can maintain employment in the business following new ownership,” said Keith Nowak, spokesperson for Travelocity Partner Network. “We are working to determine ways that many of our current employees can transition into new roles where their skills can continue to be put to work serving partners and customers.”

That’s all for this week. Be sure to check back for all the latest in Call Center Software news as it happens. Until next week…

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