TMCnet Outbound Call Center Week in Review

By Tracey E. Schelmetic
TMCnet Contributor

Welcome to the weekend. It’s time for another wrap-up of the week’s events in outbound call center solutions and services.

Businesses are increasingly aware of the importance of call centers. They represent an essential point of contact between companies and existing or potential customers. And, with the emergence of the cloud as a tool for agile and flexible computing and communications, more and more businesses are considering moving their contact centers into the cloud. But, as companies consider this transition, there are a number of different factors they must consider, from cost to complexity. It is important to think about the right kinds of software to implement as well.

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A class-action lawsuit was filed against pizza chain Papa John’s after the company sent some half-million unwanted texts to customers’ mobile phones in 2010. The plaintiffs are looking to get paid damages of up to $250 million, with them asking for $500 for each text message received. The amount per message could increase to $1,500 depending on whether laws were violated in the process. For the higher amount, the jury would have to conclude that Papa John’s “knowingly” broke the law, VentureBeat said.

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Moving a contact center to the cloud can provide a number of benefits, from quick and easy scalability, to increased security and flexibility to a lower total cost of ownership. But the cloud is not for everyone, and not all cloud providers are created equal. Companies need to take a long, hard look at whether moving to the cloud now is the right decision. Factors like company size, CAPEX and OPEX (News - Alert) restrictions, and security and compliance concerns come into play when making these decisions. In addition, some cloud contact-center providers offer software that address many of these needs head on, though it can be a complex decision when considering the many disparate options available.

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SalesFUSION has entered into a strategic partnership with Demandbase, a technology company that enables B2B marketers to improve marketing conversions and turn Web traffic into sales. This agreement calls on Demandbase to enrich SalesFUSION’s website tracking tool with real-time business information about SalesFusion client website visitors via Demandbase’s Real-Time Identification Service. The business’ information includes the company’s name, industry, size, location, revenue and nearly 40 other attributes.

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That’s all for this week in outbound call center solutions and services. See you again next week!

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