Welcome to another edition of the TMCnet Contact Center Week in Review. This week, call center technologies were improved and their benefits made headlines.

 

Contactual announced that a number of new features have been included as part of the latest version of its OnDemand Contact Center solution this week.

 

The latest edition, version 6, adds usability and management features that improve performance.

 

In addition, the latest version offers better security and an updated IVR editor as well as offers more support for the at-home agents by making facility setup and management faster, and easier.

 

Also this week, EZ Call Inc. announced their new service designed to serve SMEs, Inbound Call Centers and ITSPs by providing enhanced caller ID, also known as CNAM, for VoIP calls.  

 

The new EZCallerID.com service works with DIDs from any provider and is available to all SIP compatible IP PBX (News - Alert), gateway or proxy equipment

 

TouchStar Call Center Software also announced this week a new Consultancy service designed to help U.K. call centers optimize their use of call center technology and improve business processes.

In addition to the launch of this new service, the company is also giving U.K.-based call centers who register for their new white paper that coincides with the new service, the chance to win a free day’s consultancy.

 

TDI, a provider of revenue-accelerating solutions for contact centers, also said this week that it has completed technology integrations with Cisco, Mitel/Inter-Tel, and ShoreTel.

 

The integration of its Liberation and Encore solutions, are set to help the companies enjoy seamless interoperability between solutions and enhance the customer experience. In addition, it will help them deliver a broader set of product offerings for customers.

 

Special guest commentary this week looked to the ways SIP can be used to provide flexible integration in call centers:

 

 

Find out more HERE.

 

Finally, this article looked to the ways automated call center scheduling can help to streamline operations. The technology helps call center managers save time on the scheduling process by eliminating the need to manually write out all schedules – giving them time to focus on other needs of the call center like improving performance. In addition it also provides agents with the ability to participate in scheduling process.

 

That’s all for this week. Be sure to check back with TMCnet throughout the week for all the latest in Contact Center-related headlines. Until next week…