Call Center Software Featured Article

TMCnet.com Call Center Software Week in Review

By David Sims
TMCnet Contributing Editor

Big week in call center software news, starting with Brendan Read’s article on how NEC supports virtualized environments with Business ConneCT 5.1.

Going, going and soon gone are individual PBX (News - Alert)/ACDs at multiple sites, linked and networked by clumsy middleware applications, taking up real estate and requiring added wiring and air conditioning to maintain even temperatures. In its place is a single switch integrated with a virtualized server that connects the enterprise from one location.

NEC (News - Alert) Unified Solutions is offering just that in its new Business ConneCT 5.1 contact center/unified communications (UC)-focused switch. This latest version says the firm offers organizations significantly enriched functionality. It supports virtual environments based on VMware vSphere and Marathon everRun MX that boosts system availability and permits more efficient IT resource use. It also improves UC capabilities for mobile staff.

Also this week, Raju Shanbhag wrote about  [http://call-center-software.tmcnet.com/topics/call-center-software/articles/194304-comarch-unveils-new-version-its-loyalty-management-solution.htm] how facilitating the development of effective, unique loyalty programs for residential, SOHO, SMEs and enterprise segments, Comarch (News - Alert) announced the new version of its Comarch Loyalty Management.

Comarch Loyalty Management is a comprehensive suite of business applications for managing both simple and advanced loyalty programs. The system distinguishes itself with flexibility, ergonomic user interface and ease of operations. Scalable architecture guarantees adjusting the loyalty program to the company's growth.

Various channels of communication such as email, SMS, POS, call center and customer portal are directly supported by Comarch Loyalty Management. Even the most complicated loyalty program can be easily developed, ran and tracked by marketers and product managers, thanks to modern rule-based mechanisms, advanced customer profile management features and a user-friendly drag and drop interface, the company stated.

And Jayashree Adkoli wrote [http://call-center-software.tmcnet.com/topics/call-center-software/articles/194675-jacada-agent-scripting-version-60-unveiled.htm] about how continuing the company’s heritage of offering customer service experience and interaction optimization solutions, Jacada (News - Alert) announced the release of Jacada Agent Scripting (JAS) V6.0, an advanced call center scripting tool.

The JAS V 6.0 from Jacada Ltd. provides the easiest way to build call center scripts and call flows. Providing a next generation call center scripting and customer experience process flow product, Jacada also announced the immediate availability of a downloadable version of JAS V 6.0 from the company’s website.

JAS is a feature rich call center scripting tool that features an intuitive graphical drag-and-drop environment. The drag-and-drop environment facilitates in the easy creation of call center scripts and business rules, graphically, thereby eliminating the coding process.

With the help of JAS V6.0, scripts can be instantly deployed to agents via a thin-client interface; monitored in real-time; and then adjusted based on immediate feedback. It continuously refines interactions and deploys into a production environment, instantly. With this, customer experience goals can be met and exceeded rapidly.