Hosted Call Center Featured Article

TMCnet Contact Center Week In Review

By Stefania Viscusi, Assignment Desk Editor

Lots going on in the call center space this week. From new platform and software announcements to tips for maintaining a call center in these economic conditions, TMCnet has got you covered on all the hottest call center-related news from this past week.

 

SpeechCycle, a provider of Rich Phone Applications (RPAs) that power voice-based solutions for enterprise deployments in contact centers worldwide, announced this week the availability of its RPA OnDemand, Platform-as-a-Service (PaaS).

RPA OnDemand is a unified platform and offers all the services required in the composition, enterprise integration, on-demand delivery and performance measurement of Rich Phone Applications.

 

Also this week, CosmoCom and HP announced a global reseller agreement to provide enterprises and telecom service providers with a unified contact center and media platform.

 

As per the partnership, the CosmoCall Universe offering will be integrated and sold together with HP's OpenCall Media Platform. This integration, the company claims, will help in reducing costs and time-to-market for contact centers as they can handle customer inquiries through live operations and automated voice response systems. 

 

Improved operations are also the goal of HomeServe and Corizon who announced this week, a partnership to simplify and streamline the use of business applications in their call center.

 

HomeServe is a home emergency insurer in the U.K. They made use of Corizon's (News - Alert) Enterprise Mashup Platform to design Gateway, a solution that gives their inbound sales and service agents access to customer information and other functionalities from a single, easy-to-use interface.

 

In more platform-related news, PacketBase announced it completed the design and deployment of Avaya's (News - Alert) IP Communications and Contact Center platform for Santa Cruz Medical Foundation (SCMF).

 

The solution makes it possible for SCMF to increase patient satisfaction and "includes a Voice Network based on technologies from Avaya, Cisco and AT&T (News - Alert) along with 15 standalone legacy PBXs and more than 2,000 ports which have been consolidated to one centralized IP Communications solution."

 

Also this week, Cisco and Inova Solutions announced new technology they worked together on that allows dynamic content to be displayed on LCD screens in call centers.

 

The new solution, Cisco (News - Alert) Digital Media System (DMS), brings digital signage to the call center environment and delivers real-time call center metrics along with dynamic multimedia content to agents and managers.

 

Finally, one subject no one can escape, the economy, was covered in thisTMCnet article which discusses how WFM software can help call centers to recession proof their operations.

 

The article highlights the benefits of Software-as-a-Service for struggling companies as well as a way to capitalize on the Internet, reduce costs and streamline operations. Sounds good to me! Check out the article HERE.

 

 

That’s all for this week, but be sure to check back with TMCnet throughout the week for all the latest in contact center-related news as it happens! Until next week…

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi