What has happened in the customer service industry in the week ending October 26 and what people are talking about.
Interactive Intelligence Releases Interaction Supervisor iPad Edition -- Interaction Supervisor iPad Edition offers mid-size to large contact centers the following: Configurable dashboard, real-time alerts that notify supervisors when pre-determined performance thresholds have been exceeded, and agent locator display that shows supervisors where agents sit, agent status, agent photos, and agent skill-sets.
HP Autonomy Rolls Out Next-Gen Contact Center -- The newest version of HP Autonomy's contact center management solution, the Qfiniti 100, is being rolled out. The new release offers two new modules designed to increase contact-center productivity and revenue. The new solution also expands its integration with the HP Intelligent Data Operation Layer, otherwise known as IDOL.
LeadMaster Announces the Koala Cloud Call Center, a Seamless CRM and Telephony Integration Offering -- The Koala Cloud Call Center is an integrated solution providing telephony capabilities for the LeadMaster platform. LeadMaster is a provider of SaaS CRM solutions since 1998 and EVS, founded in 1993, is a provider of user-friendly, high quality VOIP phone services
TCPA and Promero’s Call Center Software Solution -- Promero will provide a separate instance of its cloud based Oracle Contact Center Anywhere solution that eliminates the ability to auto dial or predictively dial telephone numbers. A lack of clarity in the regulations has driven organizations to find solutions that can reduce the risk relative to the Telephone Consumer Protection Act. Promero’s new feature allows call center customer to move forward in a very conservative manner should they decide to dial wireless numbers that lack prior express written consent.
CSI Releases First Workforce Optimization Feature to Utilize Agent Webcam Feeds As an Added Security and Performance Measure -- CSI is the first workforce optimization vendor to integrate web cam control with live screen monitoring. Supervisors can now use VO Live to monitor agent motion and activity, facial expressions, body language, behavior patterns, employee code of conduct and ethics.
Zeacom Introduces Zeacom Communications Center 7.0 -- ZCC 7.0 features TouchPoint, Zeacom’s redesigned user interface for agents and supervisors, as well as new campaign tools for customers using Microsoft Lync, and enhanced redundancy options
Interactive Intelligence and OrgSpan Partner to Deliver Social Customer Service and Enhanced Directory Offering -- Under the terms of the agreement, Interactive Intelligence is offering a private-labeled version of OrgSpan Select, a cloud-based application that enables customers to search and view agent social profiles -- by skill-set, years of experience, wait time, and more -- enabling them to choose the agent best qualified to serve them.
How To Kill Contact Centre KPIs – CustomerThink.com, Martin Hill-Wilson
Contact Centers Must Morph into Relationship Hubs – CMSWire.com, Bruce Temkin
Mining for Opportunities: Social Media in Next Gen Contact Centers – CMSWire, Laura Bassett
You Can See For Miles: Tools For Your Social Customer Watchtower -- 360Connect, Jeannie Walters