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TMCnet Call Center Software Week in Review

By Linda Dobel
TMCnet Contributor

There was a flurry of news activity in the call center software space during the week, with a majority it answering the question, “Do you have an app for that?” with a resounding “Yes we do now.” 

 Before we get to a recap of news about those much-needed apps, NICE announced this week that it is planning to purchase Merced should be noted. According to a report from TMCnet contributor Jyothi Shanbhaq, NICE sees the acquisition as a move that will add to its enterprise-wide customer interaction solutions offerings while increasing its portfolio of performange management solutions.  

The highlights of one of Merced’s solutions, called Merced Performance Management, include performance dashboards and analytics, incentive management, service coaching and real-time reporting, which can be deployed as an on-premise solution or as a hosted, SaaS (News - Alert) solution. 

The financial terms of the deal, which is expected to close mid-first-quarter 2012, were disclosed to be in the range of $150 million plus an additional $20 million in cash, which was subject to achievement of undisclosed performance targets.

Now to the reports of newly released apps.

TMCnet’s Contributor Calvin Azuri reported that Xactly (News - Alert) Corporation has released Xactly Express for iPad which is a mobile app on AppExchange Mobile from salesforce.com designed to leverage the Force.com platform capabilities. The report indicated that the app can be downloaded for free via the Apple (News - Alert) App Store if you are an Xactly customer.

BMC Software also announced the release of a new app this week, according to a report from TMCnet contributor Madhubanti Rudra. She wrote that BMC is now offering Control-M Self Service mobile app. It is designed to permit users of Control-M to monitor and manage scheduled processing as well as complex event workloads using their mobile device no matter where they are located.

Joining BMC and Xactly this week in releasing a new app was FinancialForce. TMCnet Contributor Carolyn J. Dawson reported that FinancialForce has launched a mobile app on salesforce.com's AppExchange Mobile. She reported this will enable users of FinancialForce Professional Services Automation to access FinancialForce Timecards for iPhone from anywhere they may be

Proving the popularity of salesforce.com’s AppExchange Mobile for the social enterprise, TMCnet contributors reported on even more companies that have launched apps for this platform.

One of those companies is Cameleon Software (News - Alert) which was reported to have introduced its Mobile Configurator on salesforce.com's AppExchange Mobile to provide a way for users to develop customized quotes and proposals when they are mobile. The data can be saved securely by salesforce.com CRM and edited if needed to create a formal document when sales reps return to the office.

Rounding out the “app reports,” Infuze Mobile, Inc. launched a new app for salesforce.com AppExchange Mobile platform called ConnectSocial for Salesforce, according to a report from TMCnet contributor Calvin Azuri. Citing social media as being critical for marketing, sales and HR personnel to obtain customer data, the company said the new app will allow them to check up on the activity of their leads and contacts on Google (News - Alert) and LinkedIn and send LinkedIn invitations as well. The report said salesforce and LinkedIn contacts are converged with the app, which runs on iOS 3.1.3 and later, and is now available on iPad, iPod and iPhone. 

That will do it for this week. As always, TMCnet contributors will be covering the latest news in call center software throughout the coming week and we will recap at week’s end should you miss the most important highlights.