Call Center Services Featured Article

Call Center Services Week in Review: Mobility is the Wave of the Future

By Chris DiMarco
TMCnet Web Editor

Like most other technologies, the evolution of call center services is incredibly rapid, with news that shapes the industry coming out every week. This week we saw several advancements that are shaping trends in customer service industry including a continued move to the mobile arena.

This week Matrix 42 said that it would be leveraging its customer service software into an iPhone (News - Alert) based application that will allow them to offer their customers the highest levels of service even when they don’t have direct access to a call center. The Matrix42 Mobile app comes with numerous capabilities, including the ability to let users to access their company's service catalog on the move, order software, hardware or services and to track their delivery status in real-time. The app also includes an extremely fast and easy-to-use interface that will let users issue help desk tickets or to track tickets that have already been issued. The move to mobile application is an organic evolution in the customer service world and will continue as handsets get more powerful and customers get hungrier for on demand access to all their needs.

Infovista is also increasing the capabilities of its Vista360 networking monitoring self-service platform. Upgrades include event-driven navigation that facilitates troubleshooting based on performance events like deviation from normal KPIs, and ad-hoc metric collection to quickly determine what service, what customer, what site, what network element or what link is causing performance issues. The information can be used to identify bottlenecks in service provision and correct them before they cause service problems for the end user.

Convergsys made their new CRM solution that targets utility providers’ public as well this week. The solution has been developed to provide proactive, customer-centric service and marketing capable of transforming a service provider’s customer service organization into a strategic asset. Some of the key features of the CRM solution include the provision which provides a 360-degree view of the customer which makes it easy for agents to resolve issues quickly and reduce handling time. With the automated industry-specialized processes, Convergys (News - Alert) CRM provides consistent customer service. CRM has become a much needed component in almost any sales based operation, and as more utilities emerge as competitors, CRM designed specifically for the market will become essential to any company in it.

Keep an eye out here for next week’s installment of Call Center Service week in review for all the developing trends of the call and contact center space.