January 17, 2015
Call Center Software Week in Review: Jabra, Momentum CRM, AVST
By Stefania Viscusi
Assignment Desk Editor
This week’s call center software headlines included a look how newer technologies are changing customer relationships; included announcements of new offerings; and even a restructuring plan.
Jabra (News - Alert) said the restructuring of its management team is a bid to better focus on the contact center market and deliver even better customer service post and pre sales.
A new Vice President of Contact Center Sales and Vice President of Channel Sales were elected.
"We recognize that the business has evolved and what has gotten us to this point in North America is not the same approach and structure we're going to need to achieve our long term goals going forward," said Pete Fox, President of Jabra North America. "The changes announced today revolve around the key principle of getting closer to customers and partners. It's critical that the voice of our customers and partners are the main drivers of everything we do."
In new solution offering news, AVST (News - Alert) announced its TeamQ, an informal call center solution that is aimed at improving employee collaboration. Not only will users get uniform call distribution and automatic call distribution but there is also an easy to use interface with on-screen pop-ups that make it easier to prioritize workflow and easily reserve and redirect calls to deskphones, softphones or even mobile devices.
“There is a growing segment of workers who field inbound calls as part of their job but also have additional responsibilities. This is an underserved community when it comes to having the optimal technology tools to do their jobs effectively,” said AVST chief technology officer Tom Minifie.
Momentum (News - Alert) CRM also announced this week its integration with AutoAlert, a data mining and lead gen solution for car salesmen.
Roger Niederland, Momentum owner and co-founder noted that the integration, “further simplified how our dealers will communicate with, sell to, follow up with, and retain their customers' business."
Continuing with the trend to deliver optimal customer service, uRevu has announced a new iBeacon-focused system that it is bringing together wearable technology and customer service.
With the new system, a customer service employee wears an iBeacon system that makes it possible to match customer information about services provided and link them with the actual CSR (News - Alert). This takes over surveys and other follow up customer service tactics to a new level, by getting feedback in real time – so businesses can capture more business and even diffuse a situation immediately if needed.
Finally, if you didn’t get a chance to read Liz Osborn, Vice President, Product and Solution Marketing at Five9’s (News - Alert) thoughts on what lays ahead for the call center space in 2015. Check it out HERE.
That’s all for this week. Check back for all the latest in Call Center Software news as it happens. Until next week…