CRM Week in Review: Five9 Upgrades Leads360 Platform, Plum Voice Selected by Web Service Co., Billing Provider Intros Product
April 30, 2010
By Kelly McGuire, TMCnet Editor
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.
Early this week, call center on demand and hosted contact center provider Five9, joined forces with Leads360, a provider of lead management software, last year in efforts to provide sales professionals with the optimal platform to improve sales effectiveness.
By integrating these two entities, a dynamic sales team is allowed the capability to focus on increasing revenue and less time on cumbersome applications.
And now, the call center software provider has announced an updated released an updated, pre-packaged, out-of-the-box integration that unifies Five9 virtual call center software with the Leads360 lead management experience, on a single screen on the agent's desktop.
"The integration is built on top of the Five9 Cloud Computing Platform for Call Centers, leveraging the CTI (News - Alert) and Configuration Web Services APIs," said Jim Dvorkin, chief technology officer at Five9, in a recent TMCnet interview.
On Wednesday, Remembered Voices, a unified phone and Web service for the creation and management of voice recordings, has selected IVR system provider Plum Voice as its IVR partner.
Plum Voice is a single-source provider of IVR solutions. Remembered Voices selected the company after evaluating several vendors.
With this partnership, Remembered Voices expects to provide an easily navigated phone menu for customers to record archival voice messages. Company officials said that the personalized service and around the clock engineering support will provide their customers with universal phone menu navigation, regardless of their location or time of call.
Eric Peterson, CEO at Remembered Voices, said that as an integral part of the company's product design, the IVR system contributes greatly to our unique product.
The company needed to partner with an expert in voice response who could also provide a reliable hosting platform and work closely with the developers, Peterson said, adding that "Plum Voice has met or exceeded all of our requirements."
And, billing software provider PortaOne (News - Alert) offers the PortaSwitch Maintenance Release 21, or "MR21," which utilizes an innovative system of maintaining and modifying software code on each server. With this process, service providers can properly address all potential upgrade issues while also migrating quickly to a new maintenance release and safely rollback to exactly the same version of the software used prior to the update if necessary.
The dual software version management system within the MR21 eliminates the risk of incompatibility between the updated components and dangerous situations when the update fails and the result is a system experiencing the shut down of normally operable software to where it cannot be used.
There are three separate partitions within the disk subsystem, including one partition that stores the actual application data and two other partitions equal in size that have the ability to contain the full set of the software code necessary to operate the server. This set includes the operating system, third-party libraries and modules and the actual code for a specific application.
That's the top CRM News for this week. Check back next week on TMCnet for more breaking news in the CRM industry.
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.