Call Center Software Featured Article

TMCnet Call Center Software Week in Review

By Linda Dobel
TMCnet Contributor

TMCnet editors were very busy reporting on a flurry of activity this week in the call center software market. Of all the important developments, cloud-based call center software introductions topped the list of breaking news.

One of those news flashes came from Oracle (News - Alert), which announced the availability of Oracle CRM On Demand Release 19, a solution it says has been “designed to drive revenue, reduce costs, and improve the customer experience,” Oracle explained that Release 19 of Oracle CRM On Demand “provides powerful new cloud extensibility and mobility choices,” thereby allowing users such as salespeople and others who rely on updated data while on the road to access the information from iPad tablet, iPhone (News - Alert) or Blackberry.

Another new cloud-based call center software product to hit the market this week is from LiveOps , provider of cloud-based contact center technologies and talent. It announced it has introduced LiveOps Screen Recording, which it says is the industry’s first screen recording application with cloud-based storage. It is available immediately to companies using the LiveOps contact center platform.

In addition to reporting that it has secured $2 million in secured Series A funding,  real-time analytics company CopperEgg Corporation revealed the launch of a SaaS (News - Alert)-based performance monitoring solution called RevealCloud. The solution, TMCnet Contributor Madhubanti Rudra reported, is designed to help companies accelerate the delivery of applications and services across public and private clouds. The company said it is designed to provide split-second monitoring of the operating and performance metrics of cloud instances that support critical application services, which “helps dramatically reduce the time to market during the development phase.”

TMCnet editors also learned this week that several companies have taken steps to improve their operations with the implementation of new call center software. Among them, eGain, a provider of cloud and on-site customer interaction software, that Canon U.S.A, Inc. has chosen Gain 10 software suite for providing multichannel customer service. TMCnet reported that Joseph Warren, vice president and general manager, Customer Support Operations for Canon U.S.A, said in the company’s announcement, “Canon customers are using a variety of agent-assisted and self-service interaction channels. With eGain 10 and its underlying Customer Interaction Hub platform, our customer service will be consistent, effective, and efficient across all touchpoints. Moreover, we can plug in new communication media as customer preferences evolve.”

Another company, Advisor Group, has planned a new strategy to communicate with its clients with the use of SunGard’s Protegent Social Media Surveillance. The solution, it was reported by TMCnet contributing editor Sujata Garud, will help Advisor Group to enforce internal social media policies and manage supervisory regulatory requirements. The technology will enable Advisor Group to monitor and archive advisors’ content posted to Facebook, LinkedIn and Twitter (News - Alert). Protegent’s alerting, reporting and pre-approval workflow will help Advisor Group proactively adhere to FINRA books and records surveillance requirements, according to the report.

The automotive industry will also be benefiting from call center software, TMCnet’s Contributing Editor Carolyn J. Dawson reported this week.  She learned that the company accountable for marketing and distributing Saab vehicles in North America, Saab Cars North America, selected Microsoft (News - Alert) Dynamics CRM to perk up their call center operations service and efficiency. Saab was reportedly on the look out to influence its current Microsoft investments by utilizing a CRM system that gave better visibility and reporting capabilities. With Microsoft Dynamics CRM, Saab will be in a position to provide world-class customer service that will match the quality of the cars they represent, with Microsoft Dynamics CRM, the report stated.

Like the week ahead, we anticipate the call center software market will remain hot. Be assured that TMCnet editors will continue to bring you the breaking news.