Outbound Call Center Featured Article

Outbound Call Center Week in Review

March 15, 2014

There was plenty of movement this week in the outbound call center business with major companies unveiling new products and services and new fresh-faced firms starting to make waves too. It’s now Friday and with the weekend upon us, we take a quick look at the week’s standout news items from the industry.

This week Samsung Telecommunications announced its plans to showcase two of its newest products, Samsung (News - Alert) Contact Center Pro (SCC Pro) and the Samsung Call Management Suite (CMS).

The SCC Pro is an optimized contact center for companies that have demanding requirements with multiple call queues, dedicated agents, scripted calls, targets, call-monitoring, and supervisors. The platform has a number of call routing options such as skills-based routing, which automatically sends calls to the relevant agent in the company. SCC Pro also comes with call recording and enables administrators to log into the system from their mobile device while on the go.

The CMS tool is Samsung’s call managing solution for managing desktop phones, recording calls, managing statistics, and by using the WE VoIP application, calls can be recorded while staff is away from the office. Managers also get complete visibility of calls being made and what kind of charges are being racked up.

In the world of comings and goings, Altocloud, the new customer-to-company communications firm, has a new face to head the company with Barry O’Sullivan coming in as new co-founder and CEO. O’Sullivan was previously a senior communications executive at Cisco (News - Alert). “Customer-to-company communications is the last big user experience problem to be tackled. It's our mission at Altocloud to re-imagine and forever change the customer communications journey and dramatically improve relationships between customers and brands,” said O’Sullivan, excited at the new prospects ahead.

This week also saw the McKesson Corporation division McKesson Specialty Health commended by contact center leader BenchmarkPortal (News - Alert), receiving its fifth consecutive Center of Excellence certificate. McKesson was ranked as a top call center in North America for providing customer service and industry support. McKesson ranked in the top 100 and the top 10 in the large size category. “A contact center that seeks and achieves the Center of Excellence Certification from BenchmarkPortal demonstrates a noteworthy commitment to service excellence,” said Bruce Belfiore, CEO of BenchmarkPortal on McKesson. “The obvious beneficiaries of this commitment are the center’s customers, employees, and shareholders.”

In similar news, IT security firm Rapid7’s Nexpose product for network assessment was recognized by Reader Trust, winning Best Vulnerability Management Solution at this year’s SC Magazine Awards and taking the Silver Stevie award for customer service. “The SC Magazine award validates all the hard work Rapid7 has put into making Nexpose an awesome product that helps organizations actively manage IT security risk,” said Lee Weiner, Senior Vice President of Products and Engineering at Rapid7. “This, coupled with the Stevie award, underscores the tremendous value we place on helping our customers solve real-world security challenges.”

It was a week of hires, new products, and awards in the Outbound Call Center industry. The industry certainly isn’t being quiet right now and the constant hub activity on a weekly basis attests to this.



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