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TMCnet Call Center Software Week in Review
Modern call centers thrive on the functions and capabilities offered by call center software. The key is staying abreast of what’s current. This week, TMCnet reporters learned of a host of new call center software solution announcements and passed along all of the pertinent details to aid you in your decision making. In case you missed the coverage, here is a brief overview of some of TMCnet Contributors’ reports.
Progress Software announced the enhancement of Progress Responsive Process Management (RPM) suite. In her coverage of this announcement, TMCnet Contributor Anuradha Shukla said one of the enhancements is a browser-based, interactive interface that can be accessed with the iPad. With “mobile control tower” functionality events and processes can be seen and managed by users at any time, the report said.
TMCnet Contributor Rajani Baburajan reported that Maximizer Software’s new CRM solution, called Maximizer CRM 12, is “optimized for new mobile devices.” Features are said to include better performance in accessing the web, more customization options and full integration with the professional social network site LinkedIn (News - Alert).
An employee-centered performance management platform was also brought to market this week by WorkSimple, according to a report from TMCnet Contributor Mandira Srivastava. The new solution is called Agile (News 
- Alert) Goals and Activity Stream. It is designed, the article said, to allow performance management to use features such as “following” and status updates found on social networking sites like Facebook, LinkedIn and Twitter (News - Alert).
The article explains how the social technology from WorkSimple lets co-workers collaborate on goals and also “follow” the activities of the company or just individuals or teams in a manner with which they are familiar from their use of consumer-focused social media sites.
SugarCRM (News - Alert), according to a report from TMCnet Contributor Calvin Azuri, is now marketing Sugar 6.3 open CRM Platform, an improved version of its community edition. The report said it is capable of supporting wider integration with third party applications and providing more rapid feedback so that real-time collaboration and enhanced administrative control are possible. The article details the many capabilities of the new version.
For every reader who likes to hear the word free, two additional reports from TMCnet contributors will be music to your ears.
Shamila Janakiraman reported that Callidus Software (News - Alert) Inc. is offering a free trial along with online signup service for its solution called ForceLogix Sales Coaching solution. The flexible and open platform solution is designed for the improvement of sales force and call center personnel by allowing management to rank employees who fit these categories on various KPIs from different data stores throughout the enterprise, the article said.
The other free offering comes from Future Simple. According to the report from TMCnet Contributor Mandira Srivastava, the company is offering a free version of its Simple CRM and Sales Tracking application called Base. It is said to possess powerful reports along with automation tools designed for small businesses to gain a view of sales and customer relationships and to manage the sales process and pipeline.
Linda Dobel is a TMCnet Contributor. She has been an editor in the contact center space for more than 25 years, and has the distinction of being the founding editor of Customer Inter@ction Solutions (CIS) magazine. To read more of her articles, please visit her columnist page.
