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TMCnet Contact Center on Demand Week in Review

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October 13, 2012

TMCnet Contact Center on Demand Week in Review

By Tracey E. Schelmetic, TMCnet Contributor

Happy Autumn Saturday, and welcome to another week’s edition of the TMCnet Contact Center on Demand Week in Review.

Guest Direct, a division of Customer Direct (News - Alert), recently signed a contract to provide central phone reservation services to Historic Hotels of America, a program of the National Trust for Historic Preservation. The services will be provided to more than 240 hotels under Historic Hotels of America. According to the terms of the agreement, each and every call made on Historic Hotels of America toll-free reservation line will be routed directly into the Guest Direct contact center, where Guest Direct agents will solve the queries and handle the reservations.

Read the full article here.

As companies increasingly push toward pay-as-you go service solutions; the contact center on demand is proving more attractive. CenterMeter is a cloud hosted call center solution, as well as a contact center on demand. CenterMeter is part of Tikal Networks, providing a Software-as-a-Service model for VoIP solutions. The contact center on demand solution offered through CenterMeter is inspired by what customers have repeatedly asked for in their solution.

Read the article here.

While the call center has been talking about virtualization for years – home-based agents working over IP networks, taking calls and handling customer service queries are the norm, not a new trend – it would appear that the concept is spreading outward as more service providers recognize the advantages. The businesses that will benefit the most are those that need to scale up quickly a few times a year to meet seasonal needs. Think tax professionals.

Find the full article here.

Contact center and customer experience solutions provider Genesys has reportedly extended its partnership with Germany’s Deutsche Telekom (News - Alert) GmbH to deliver integrated, cloud-based contact center services to small to medium-sized businesses (SMB). The enhanced relationship between the two companies is expected to advance Telekom Deutschland's Contact Center Suite, based on Genesys' (News - Alert) Contact Center Platform.

Read the full article here.

That’s all for this week for news in contact center on demand. Have a great weekend.

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