Call Center Software Featured Article

TMCnet Call Center Software Week in Review

By Linda Dobel
TMCnet Contributor

Always at the pinnacle of new developments, the call center software market did not disappoint last week. As we look back at all of the breaking news TMCnet editors reported last week, it is clear that vendors in the call center software market are intent on enhancing and improving their product offerings and are being rewarded with product implementations.

Early in the week TMCnet Contributing Editor Rahul Arura reported that Silico Corporation, a leading provider of BPM consulting and software technology services, has launched a hosted version of its Quality Management Software (QMS). The Silico QMS allows users to automate business and human workflow processes to create software solutions that meet their needs. “The Silico QMS Instant Application Platform provides a robust technology that allows customers to modify web forms, create workflows and generate reports without traditional programming,” stated John M. Cachat, president and CEO of Silico. “In addition, the platform is not limited to just QMS and can be used for any business process. Any spreadsheet or Access database can be easily replaced with a flexible, secured, multi-user tool.”

Business VoIP analyst Sandra M. Gustavsen,who contributes her Business VoIP column to TMCnet, reported this week on another product enhancement in the call center software market She told TMCnet readers that ShoreTel (News - Alert) continues to enhance its in-house Enterprise Contact Center for inbound/outbound multi-media communications (1,000 concurrent agents and 2,000 total agents).

She wrote that over the past couple of years ShoreTel has added more capacity and new functionality, including support for geographic redundancy and a native hot standby solution (R5.0), additional languages (R5.1) and new productivity applications such as the Web-based Agent Dashboard (a real-time view of agents and queues from any Web browser or even an iPad) and Interaction Viewer for supervisors to view end-to-end information on inbound voice calls, Web chats and e-mails (R6.0).

The latest version of ShoreTel’s Enterprise Contact Center (R7.0) has been designed to  improve customer service with Personal Agent Queues, introduce Web-based administration and enhance historical reporting and diagnostics, the article said

Also improving on a current product is Centrix Software, a provider of unified end-user computing solutions that optimize the way IT infrastructures deliver applications services and content. To enhance reporting capabilities for monitoring service delivery in a Windows, cloud and virtual landscape, Centrix, according to TMCnet Contributor Mandira Srivastava’s article has released Centrix WorkSpace 5.1. It offers new features for managing diversity within end-user computing environments, bringing  to market a host of new analytics, reporting and service delivery features for organizations managing diverse service portfolios, applications and desktop environments.

Benefitting from the fruits of call center software vendors’ labor are a host of companies, according to TMCnet editors this week. Among the implementations they reported on is social media management software company Engage121, Inc.’s enterprise portal . TMCnet Contributor Rahul Arura said that it  has been selected by Wild Birds Unlimited, Inc. as its social network software solution. With the portal, Wild Birds will be able to increase its social media presence.

Meanwhile, National Planning Holdings (NPH), an independent broker-dealer network, announced that it selected Erado Message Control Solutions (Erado), a provider of hosted solutions for capture, review and archiving of electronic communications, to offer social media compliance services, TMCnet’s Rajani Baburajan reported. Erado's technology suite will enable NPH to allow its representatives to utilize the interactive social networks of LinkedIn, Facebook and Twitter (News - Alert) to communicate with clients and establish innovative business development programs.

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