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TMCnet Outbound Call Center Week in Review

February 09, 2013

As snow barrels down on the New England area, those of us who are affected are ready to settle down on our couches with a cup of hot cocoa and plenty of news to read. And for anyone who follows the outbound call center space, it’s been a week full of interesting stories. Here are some of the highlights from the past week.

One story this week came out of last week’s ITEXPO Miami 2013 show. Acqueon, a company known for its collaborative software solutions and partnerships with companies like Microsoft, Cisco (News - Alert), Avaya, Voxeo and Dialogic, demonstrated its solutions at the telecommunications event in Miami, Fla.

 “Acqueon is a huge proponent of proactive outbound, relationship-building communication,” said David Sokoler, vice president of Product Management for Acqueon. “In every solution we develop, the customer is at the center of the interaction model. In many cases, this includes proactively reaching out to them, learning their needs, and ensuring a productive, intuitive experience via the best channel for that individual.”

Also this week came news of an upcoming webinar that will discuss the relationship between call centers and smartphones. There are over 90 million smartphones in the U.S. alone, and companies need to keep this technology in mind as they plan out their call center strategies. The webinar, “Connecting your Call center to the Smartphone Revolution,” will be held on Thursday, February 28 at 2:00 p.m. Eastern and will feature Shai Berger (News - Alert) of Fonolo and Mark Edelman from the 1st United Services Credit Union.

For more information on the event, click here.

Finally this week came news of a company that is out to change the way customer service is handled. WhoHow.co, which is made up of a group of people with decades of marketing experience, wants to get companies to start responding to negative customer service reports. With this solution, users will be able to launch a series of customer service-related functions, from discussion groups to polls and more, around the theme of making businesses more accountable.

There you have it, an exciting week in the outbound call center space! Check back here for more news soon, and stay warm and dry!



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