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Outbound Call Center Week in Review

March 22, 2014

It was another week of busy activity in the outbound call center industry from new partnerships to research results to employee quality recognition. With the week drawing to a close, we have gathered together some of the highlights from news items during the week.

Mashable listed the seven best tech companies to work for in 2014 and named global call center technology firm Interactive Intelligence (News - Alert) on the list, shining a very positive light on the industry. The company employs over 1,800 employees globally and founder and CEO Dr. Donald E. Brown has welcomed the ringing endorsements, saying it’s down to the “culture of tenaciousness, creative problem-solving, passion, and concern for our employees and their families.”

This positive attitude in the industry is reflected in growth of business too as online marketing services provider Rakuten LinkShare reported a double-digit year-over-year growth in its performance marketing network. This growth was marked as taking place in the lead up to Valentine’s Day with an increase in consumer spending. The company estimates that roughly $17.3bn was spent in the US on gifts.

It was also a week of partnership announcement where cloud contact center software Five9 (News - Alert) announced its integration with Zendesk, a platform for cloud customer services for one solution that provides seamless customer interaction. “This integration is an ideal combination that helps organizations cost-effectively deliver excellent customer experiences while minimizing complexity,” explained Liz Osborn, vice president of product and solution marketing at Five9. “Five9 helps customers reach the right agent at the right time; with the embedded Five9 telephony capabilities in the Zendesk agent desktop, agents are empowered to deliver a highly personalized experience.”

In expansion news, 8x8, the cloud-based UC firm announced its plans to further expand into Asia with the opening of a new data center in Hong Kong. 8x8’s operations will be collocated in a center owned and operated by Pacnet (News - Alert) and will address the company’s growing mid-market, multinational customers, providing unified communications and collaboration services.

“This new Asia Pacific footprint allows us to provide our customers with operations in the region with the same reliable, secure and high quality service they are accustomed to receiving from 8x8 here i [sic] the US,” said 8x8 Senior Vice President of Network Operations and Support Mehdi Salour (News - Alert) in a statement.

Finally, on Thursday Ventana Research released the findings of its latest piece of research into customer analytics and how it interacts with new technologies and big data. The study, which was sponsored by cloud service Transera (News - Alert), found that many are dissatisfied with how customer analytics are used, stating that only 15 percent of organizations are satisfied with its use. Many felt that current practices were too difficult to use efficiently and in a timely manner. According to Ventana, this leaves an opportune gap for new technologies to step in.

“The opportunity to exploit customer analytics is available to every organization that has useful information that can be acted upon,” said Richard Snow, VP and research director at Ventana Research, in a statement to announce the findings. “The lack of clarity about where to make improvements and lack of insight on how customer engagement can be optimized is exactly what customer analytics done properly can address.”

The week has shown that while some businesses are growing, there is still room for improvement but the international recognition and global expansion of a number of companies paints a positive image for now.



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