Outbound Call Center Featured Article

TMCnet Outbound Call Center Week in Review

By Linda Dobel
TMCnet Contributor

When a company makes a good thing even better, it gets our attention. This week not one but two outbound call center solutions providers got the attention of TMCnet editors who broke the news to readers.

One of those reports came from Rajani Baburajan, who said that Attensity, a provider of text analytics solutions for Customer Experience Management (CEM), just released the latest version of its Attensity's Respond application. Designed for the next-generation multi-channel contact center, Attensity Respond plays a significant role in optimizing business processes in the contact center environment, according to company officials.

The article said the newly released Attensity Respond 5.1 solution seamlessly blends social media engagement with other customer engagement channels such as e-mail, SMS messages, chat and phone calls. It also filters social, e-mail or other messages by channel, or routes a blended queue with specific topics or products.

The second report on a newly improved product came from TMCnet Contributor Nathesh, who relayed that Enventis (News - Alert), a provider of integrated voice, data and network communication solutions in the Midwest, has enhanced its Total Care support and monitoring service for network and unified communications. Nathesh explained that the enhanced Enventis Total Care allows businesses to make sure that their critical devices and systems are operating efficiently so IT staff need not worry as much about operational qualities, allowing them to stay focused on proactive initiatives.

Meanwhile, we learned of a couple of companies that are putting outbound call center solutions to work.

TMCnet Contributor Sujata Garud shared the news that C3 (News - Alert)/Customer Contact Channels, a leader in the contact center industry, has selected HardMetrics’ Performance Manager (HPM), a business intelligence solution, to monitor and analyze operational activity, efficiencies and business trends. According to Sujata’s report, the company will deploy the solution to its corporate management and operations at each of C3’s contact centers, and to the agent desktop level for all of C3’s employees globally.

C3 will be using HardMetrics’ secure, cloud-based SaaS delivery model and will integrate multiple data sources within HardMetrics Performance Manager including Avaya CMS, Sugar CRM, Aspect eWFM, Verint Call Recording, NetSuite (News - Alert), Ceridian/ADP timekeeping and payroll, as well as data sources unique to C3’s clients. It was noted in the article that HardMetrics also provides an on-premise license model for customers that prefer to maintain their solution and data behind the corporate firewall.

Also benefitting from a new outbound call center solution is Selfinity BPO, a global sales and marketing company, we learned in another report from TMCnet Contributor Rajani Baburajan. She wrote that Selfinity has selected a call center software platform called Ameyo from Drishti, a provider of contact center software and enterprise communications solutions.

Drishti’s Ameyo is all-in-one contact center software with high-end capabilities for inbound, outbound and blended processes of large call centers. It is designed to seamlessly map to the existing business processes of an enterprise.

Now that Selfinity BPO has deployed Ameyo it reports that the solution has delivered more connects and ultimately better resource performance. In addition, the company says it has helped it solve the problem of downtime that was eclipsing its business productivity.

Finally, wrapping up our coverage, we learned that the work of one company, Constant Contact (News - Alert), is being enjoyed by more than 100,000 customers. The news revealed in a report from TMCnet Contributor Shamila Janakiraman is that Constant Contact announced that its MarketPlace, a huge collection of mobile apps and social integrations, has been accessed by over 100,000 small organizations since its launch a year ago. According to company sources the MarketPlace is a one-stop shop that benefits any small business, nonprofit or organization looking for business apps, integrations and marketing experts. The major apps that small businesses prefer include the ones that allow more insight from their Facebook page, iPhone (News - Alert) and Wordpress blog, in addition to apps related to synching data with their CRM system.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.