Welcome to this week's review of the news from the Outbound Call Center community. Let's take a look at what happened in the customer service and outreach world this week.
So that customers can harness big data and customer intelligence to enhance their targeted e-mail marketing efforts, j2 Global released an updated version of Campaigner. Improvements made in the update include better workflows and segmentation capabilities.
The e-mail automation enhancement, for example, enables marketers to send one-on-one messages using automated triggers, API or forms. Also, Campaigner's new segmentation gives marketers the ability to test different subject lines and images and to filter by geography. The solution now offers drill-downs for age, purchase history, location and other customer demographics, and responsive design enables marketers to send content that is optimized for mobile devices.
Also this week, Intelecom revealed a new version of Connect, its contact center solution. The update improves social media handling by integrating both Facebook (News - Alert) and Twitter with conventional communications channels. Thanks to the change, agents can now access all channels within the same application.
Additionally, TMCnet reported that the LiquidPlanner project management solution now integrates with Salesforce.com (News - Alert). By downloading the LiquidPlanner app for Salesforce from the AppExchange, employees can create projects in LiquidPlanner and then monitor them within Salesforce. They can also spot opportunities while using Salesforce and then create new LiquidPlanner (News - Alert) projects within the Salesforce interface.
Finally, CRMnext debuted new advanced queue management tools to help sales teams organize their leads and turn them into prospects. For example, sales personnel can view both active and inactive lead queues, assign a certain number of active days for queues and assign "working days" for each member of the queue. Additionally, managers can create user groups based on territory, product or other characteristics. Then, they can assign leads to specific groups.
These stories are just a sampling of some of the news from the Outbound Call Center community this week. Visit the site for your daily dose of new developments, new partnerships and new thought leadership in the contact center.