July 17, 2009
Promero Integrates Contact Center Anywhere with Informavores' Firefly
By Anuradha Shukla
Promero, a certified member of the Oracle Partner Network, reportedly will integrate Oracle's (News - Alert) Contact Center Anywhere call center software with Informavores' Firefly scripting and business orchestration solution.
Informavores’ business orchestration software revolutionizes the way call center and Web based customer interactions are managed. Expressing his company’s excitement about the partnership with Promero, Steve Wood CEO and founder of Informavores, said in a release that Firefly will integrate with Contact Center Anywhere to deliver reduced call times and improve first call resolution. The integration is also expected to maximize customer satisfaction.
Business users can leverage Firefly's visual mapping to develop rich call scripts to guide sales, support or customer service agents through a call and its attendant administration. Business experts no longer have to depend on IT team and can use Firefly's unique features to map out processes such as business rules, document generation and integrations with databases or CRM systems.
Gregg Troyanowski president of Promero said that they aim to provide a full suite of call center and customer care center software products is greatly enhanced with the addition of Informavores' Firefly scripting and business orchestration software.
"Firefly is a great complement with Promero's hosted software as a service Contact Center Anywhere service," Troyanowski said.
Contact Center Anywhere v8 provides skills-based routing and a universal queue for phone calls, e-mails, faxes, voicemails, voice-over-Web calls, callbacks to route customers in virtual queue, chat and Web-collaboration sessions. This solution can replace or co-exist with existing PBX (News - Alert) Inbound/outbound cross-media blending, integrated outbound predictive/preview dialing IVR.
Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.
Pompano, Fla.-based Promero was in news earlier this year when it announced its call center software solution in a box. The offering includes a complete range of enhanced call features: ACD, IVR, 100 percent voice recording, blended agents, multi-media communication and predictive dialing.
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Edited by Patrick Barnard