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TMCnet Outbound Call Center Week in Review

September 29, 2012

Welcome to this week’s rundown of the news in the outbound call center market.

Avaya (News - Alert) won the 2012 Nemertes PilotHouse Market Leader Award for IP Contact Center for the second consecutive time. Avaya asserted that its solution garnered top marks for customer service and value.

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Despite the many promises that the economy will turn around, things still remain bleak in the world of banking. On the heels of Bank of America’s announcement that they will be cutting over 16,000 jobs, come grim news for Tigard, Oregon: the (former) HSBC call center, once their largest employer, will be cutting jobs once again.

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Noble Systems (News - Alert) Corporation, a privately held company that serves the contact technology industry, has recently acquired assets from another enterprise, Austin-based consumer analytics provider, ALI Solutions Inc. The agreement gives Noble access to everything including all intellectual property and assets for the company’s suite of products.

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European call center outsourcing giant Teleperformance (News - Alert) (News - Alert) SA has some money, and it’s not afraid to spend it. The company’s stock is at an all-time high, and chairman, Daniel Julien, said the company was in an “acquisition mood,” particularly inside the U.S. call center marketplace. The company’s value has risen over four percent since June of last year.

 Read the news here.

The idea of virtual assistants is beginning to comfort people thanks to Apple's (News - Alert) Siri. When Rent.com CTO Alain Avakian talks about his own interest in virtual chat technology and its potential to augment customer service at his business, he points to Siri. His primary concern has been making sure that when the virtual assistant accesses the Rent.com data warehouse, there is a robust knowledge base to thoroughly understand the types of questions customers are commonly asking.

Read the news here.

That’s all for this week in the world of outbound call center. See you next week.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.



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