September 27, 2014
Call Center Software Week in Review: Five9, Microsoft & CRM
By Stefania Viscusi
Assignment Desk Editor
This week in call center software news we saw a number of customer relationship management (CRM) offerings being introduced or updated for the market and learned how Five9’s (News - Alert) cloud offering helped make a difference in the recent Stand Up 2 Cancer telethon event.
CRM software provider TargetX announced this week that its focus on providing call management solutions to the education market has allowed it to increase its user base by over 175 percent.
Thanks to upgrades made at colleges including Duluth Minnesota's College of St. Scholastica, the company was able to have a positive image on not only student engagement but also better organization in the classroom and the overall functions at the colleges.
One big name company that perhaps hasn’t been associated with CRM in the past, but is looking to make its mark there too, is Microsoft (News - Alert). Recently, the company said an update to its Dynamics CRM and marketing applications that will make it possible to provide CRM solutions leveraging its own global cloud infrastructure.
For companies interested in implementing software into their operations, but confused by the myriad of options and possibilities, an upcoming webinar sponsored by CSDP Corporation will outline the important factors to consider before buying any service relationship software.
Finally, Five9 made headlines this week for providing its cloud contact center solution to NexRep so they could quickly accommodate the need for more agents during a popular cancer research telethon.
The event, Stand Up 2 Cancer, brought in $109 million this year to help with cancer research and required the scaling of NexRep's contact center upward so it could keep the donations coming in efficiently.
“This telethon is a perfect example of how the cloud enables contact centers like NexRep to ramp up, quickly and easily, to accommodate special projects. If NexRep had been using old on-premise technology, they would have needed to purchase the hardware and software to accommodate 500 agents,” said Five9's CEO and president, Mike Burkland.
That’s all for this week. Check back for all the latest in Call Center Software news as it happens. Until next week…