Outbound Call Center Featured Article

Outbound Call Center Week in Review

January 25, 2014

It’s the end of the week, so that means it’s time to check out the latest and greatest happenings in the outbound call center marketplace.

What are the most critical technologies for an outbound contact center? While dialers and sales lead management solutions are surely critical, it’s easy to forget that without quality headsets, outbound agents would be unable to do their work. Headset maker Jabra (News - Alert) recently announced the release of the new and innovative Jabra BIZTM 2300, which focuses on meeting the needs of the next generation contract center professional. Jabra includes specialists in manufacturing innovative audio solutions and its latest release has been designed to specifically help the ever demanding requirements of the current contact center landscape.

ServiceSource announced the acquisition of Scout Analytics in a move to widen its footprint in the recurring revenue solutions market. Following the development, ServiceSource will expand its reach to hold over $14 billion of recurring revenues under management across a portfolio of 200 customer engagements. The companies will jointly deliver a full range of recurring revenue solutions for conventional as well as subscription business. The development enables ServiceSource to nearly double its addressable market.

Jiva, a retail Internet Service Provider (ISP) in Australia, delivers ADSL2+ internet powered by iiNetwork that offers fast and reliable broadband on Australian-owned network in every state and territory. The ISP has now implemented Oracle (News - Alert) Service Cloud to manage its multi-channel customer experience. The service aims to offer customers easy access to timely, reliable and relevant service information, Jiva said.

MCS Mortgage Bankers Inc. recently announced that they have selected the Vantage Integrated Production (VIP) platform from Vantage Production, LLC as its customer relationship management software. MCS Mortgage Bankers is a Patchogue, New York-based mortgage lender that has 15 retail branches and plans for multistate growth. MCS Mortgage Bankers chose Vantage because of its strong reputation in customer relationship management (CRM), marketing, sales and content solutions, the company said.

In a bid to be more accessible to its customers, MassMutual's Retirement Services Division has extended its weekday call center hours. The New Year has seen the company’s call center working for an additional hour in the evening for every day of the week. Apart from providing expended hours of service, the company also has professionals who cater to customer needs by answering questions from customers regarding investment options to taking full advantage of matching contributions.

nGenius Software’s CTI (News - Alert) application, InGenius Connector Enterprise, is now compliant with key contact center solutions from Avaya (News - Alert). Avaya has compliance tested this application for compatibility with Avaya Aura Communication Manager 6.3 and Avaya Aura Application Enablement Services 6.3.

Cloud-based business analytics company VisiStat is allowing users to import leads generated by VisiStat’s LeadCaster solution directly into the ConnectWise (News - Alert) CRM. The company has announced one-click integration with ConnectWise CRM to this end. This integration is completed within seconds enabling LeadCaster to work seamlessly with ConnectWise.

Swiftpage recently announced the launch of version 8.1 of Saleslogix. The English version of Saleslogix 8.1 is ready for purchase internationally from the company's quickly expanding network of value-added reseller partners. In the coming weeks, Swiftpage will look to make both the French and German language versions also available.

ACCENT Marketing Services, a provider of multichannel customer engagement solutions, has enhanced its top executive team with three key appointments, said the company. The company has appointed David Norton as chairman, Robert Brillhart as chief operations officer and John Hoholik as chief growth officer.

Sears Canada is one company that is having quite a few problems when it comes to generating revenue enough to justify its own dedicated outbound call center. The company has taken a number of steps in order to keep the call center going, but in the end a deal has been struck with IBM. The deal will end up seeing Sears Canada shed as many as 1,600 call center and warehouse jobs.

That’s all for this week in outbound call center news. See you again next week. 

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