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Week in Review: What's Hot in CRM

Call Center Services Featured Article

Week in Review: What's Hot in CRM

December 04, 2009
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.
Yesterday, call center software provider, Five9 Inc. announced that the National Telecommuting Institute, Inc., or “NTI,” a non-profit organization that provides work-at-home jobs for Americans with physical disabilities, will be using Five9’s Virtual Call Center technology for its work-at-home call center agents.


In a recent interview with TMCnet, Five9’s Vice President of Product Management, David Van Everen, said that, as a customer of Five9, NTI adds value by bundling Five9’s product with other services, such as call center agents.

And, by selecting Five9’s system for its work-at-home agents, NTI has created a workforce system that that includes highly qualified work-at-home call center agents and virtual call center technology packaged together in an affordable, efficient, easy-to-deploy package specifically targeted at call centers with seasonal or campaign-driven resource requirements.
In other CRM industry news, California-based open-source VoIP consultancy company CallFire.com’s announced of its new agent features with its cloud call center calling campaign, and Dinesh Ravishanker, CallFire’s CEO, took to his TMCnet CallFire Grill blog, to discuss some feedback on the company’s new system.

According to one CallFire cloud center user, the new system is as easy as turning on a computer. “They have some amazing features,” the user said, “my personal four favorite – SmartDrop, call transfer, disposition, and the one I really, really, love, tab-based URLs.” 
With the SmartDrop, users can leave pre-recorded messages when an answering machine picks in lieu of a live person. With the Call Transfer option, a sales agent has an option to pass on a customer call to another agent to cater to specific requests. Additionally, with the Disposition feature, a sales agent can make notes or questions to ask in the future, while on the call, staying organized and keeping each agent on their toes. The Tab-based URL feature allows agents to have the option to see a Web site while on a sales call, which allows for more diversity for an agent and increases productivity to maximum capacity. 
Lastly, after revealing the “Salesforce Chatter,” at the company’s Salesforce Dreamforce Global Gathering 2009 Conference last week, customer relationship management, or “CRM,” software provider, Salesforce.com, gave conference attendees a hot topic to digest over the course of the event.

However, the company’s new social networking application, Chatter, wasn’t the only news buzzing around the conference, which turned out a reported 19,100 registered attendees. 

For example, call center software provider, Five9 Inc., presented the Five9 Adapter for Salesforce.com, an integration built with the Five9 Cloud Computing Platform for call centers, at the conference. And, during the conference, DocuSign, a provider of on-demand electronic signature solutions, was recognized for transforming its business with the power of cloud. 
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.

Edited by Kelly McGuire
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