Happy fall! It’s the end of the week, and therefore time to take a look back at the week’s events in the outbound call center market.
Marketers have been touting the wonders of e-mail marketing, social media, SEO, and mobile marketing. Now, it seems that old school is cool again: marketers are rediscovering the benefits of direct mail. Azzurri Communications (News - Alert) recently conducted a study, revealing that last year, 35 percent of organizations added post as a new channel for contacting customers, whereas only 5 percent of organizations added Facebook (News - Alert) as a new channel for contacting customers
Confirmit recently announced that it has relocated its EMEA headquarters to the heart of London’s prestigious Southbank locations. The new office will now be in the landmark Blue Fin building on Southwark Street. Confirmit (News - Alert) is a provider of advanced range of solutions for enhanced Customer Experience, Employee Engagement, and Market Research.
SAP is planning on acquiring KXEN, a provider of predictive analysis solutions, so it can expand and enhance its portfolio of cloud and on-premises solutions with robust and easy-to-use predictive capabilities. By combining the predictive capabilities of KXEN with its analytics, visualization and enterprise business intelligence capabilities and the SAP HANA platform, SAP will make it easy for companies to leverage big data and benefit from improved user engagement across the enterprise.
The growth in the on-demand contact center marketplace has been impressive, and more companies are switching to the model to reap its benefits. One of the cloud contact center market leaders, Five9 (News - Alert) , was named to Inc. Magazine’s seventh-annual Inc. 5000 list of Fastest Growing Private Companies in America for the third year thanks to strong revenue growth.
In other Five9 news, the company has announced that its cloud contact center software has achieved Oracle (News - Alert) Validated Integration with Oracle Service Cloud, part of Oracle RightNow. This means companies now look to connect Five9 to the Oracle Service Cloud and get a whole new level of embedded telephony services. Oracle Validated Integration is given to partners who meet Oracle’s standards that focus on improving the services offered to customers. With this certification, Five9 enables its users to log in and use the telephony controls on the agent desktop. They will get automatic CTI screen pops on the Oracle Service Cloud desktop.
Search Engines MD, a Minneapolis-based Internet marketing agency, recently picked Rio SEO’s SEO Automation Platform, to offer pre- and post-search campaign insights to its car dealership clients nationwide. Rio SEO is a major player in SEO automation and an SaaS-based provider of enterprise search, local SEO, mobile search and social media marketing tools. Its SEO Automation Platform consists of a suite of software tools for SEO analysis, reporting and implementation.
That’s all for this week in outbound call center news. See you again next week!