Call Center Software Featured Article

TMCnet's Call Center Software Week in Review

By Tracey E. Schelmetic
TMCnet Contributor

It's the end of another week – the first of 2012 – so it's time to wrap up the week's goings-on in the world of call center software.

In the call center space, traditional techniques demanded a clear dependency on the spreadsheet to capture information, schedule call activities, develop a forecast and schedule agents according to need and availability, wrote TMCnet's Susan Campbell this week. A quick glance at the items just listed suggests a challenging balancing act as spreadsheets still demand a manual approach to processes that leaves too much room for error. Such a situation demands the implementation of a robust workforce management solution.

Sales and marketing automation and lead management has moved further into the cloud with an announcement from Callidus Software (News - Alert) Inc. that it has acquired SaaS provider LeadFormix. Callidus (doing business as CallidusCloud) offers sales effectiveness and cloud computing solutions, while LeadFormix provides next-generation marketing automation and lead management. The deal amounts to about $9 million cash, subject to final adjustments, and a portion of the consideration is also subject to a holdback with respect to LeadFormix shareholders' indemnity obligations to CallidusCloud.

Speech analytics leader UTOPY (News - Alert) offers Interaction Analytics software, noting that when combined with the UTOPY Collections Optimization offering, it can measure, monitor and improve debt collections. “Whether you're a collections agency looking to drive results for your clients or an in-house contact center looking to reduce outstanding receivables, UTOPY can help,” say company officials.

Recently, Juliana Kenny had a conversation with Matthew Storm, director of Innovation and Strategy for NICE Systems (News - Alert) about how the company made improvements to its workforce optimization solutions over the year, as well as what it is looking forward to in the coming months. As it turns out, NICE is making inroads to exciting new ventures in the workforce optimization space.

Here's a mini-case study for the week from TMCnet's Susan Campbell. Banco Popular is like any other community bank, writes Susan. With 100 locations across six states, the quality of management used to maintain daily operations and a superior customer service department are very important. As a result, Banco set out to find a solution that offered the quality of management necessary to provide much needed services to its customers.

That's all for this week in the world of call center software. See you again next week!

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities.

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