Call Center Software Featured Article

TMCnet's Call Center Software News Review

By David Sims
TMCnet Contributing Editor

Checking out the top stories in call center software recently, TMC reported that Jacada (News - Alert) recently announced the launch of their latest product, the Jacada UI for CRM. This latest release, a user interface (UI) for CRM systems, is a unique product that has been specially designed to improve how call center agents interact with their existing CRM system, thereby improving the overall experience for the customer as well as the agent.

The UI offers all customer information in a single view, thereby generating the required information that is relevant to the customer interaction that is currently taking place. By leveraging this new UI, contact centers will be able to benefit by reducing average handle time, increased first call resolution, decreased agent training time and improved customer satisfaction.

Gideon Hollander, co-chief executive officer of Jacada said, “CRM systems were never built to talk to the customer. In a sense, they were designed to help organizations manage the customer, not to interact with the customer. As a result, call centers who adopt CRMs experience an increase in Average Handle Time, contrary to what they expected.”

TMC (News - Alert) also had the news that Mendix, a company specializing in the application Platform-as-a-Service (PaaS) market, reported triple-digit growth for 2011. According to Mendix, 2011 has been the company’s biggest growth year to date. The company attributed the achievement to international expansion and a surge in the demand for faster and easier business application delivery.

Mendix fared well in both the US and EU markets. New license sales grew by more than 400 percent, thanks to a rapidly expanding partner network. The company secured new venture capital and introduced new line of products.

Mendix is known for its Platform-as-a Service tool, called Mendics Agile (News - Alert) Business Platform, which helps the companies to rapidly deploy new business apps in response to changing business needs. The platform allows the teams to plan, develop, deploy and manage custom applications that can be integrated with the existing system. Because of the platform’s flexibility, Mendix’s apps can be deployed in the cloud, locally or through smartphones and tablets.

And TMC noted that AMI-Partners has launched an innovative suite of products comprised in the SMB Geo Planning Suite (GPS) which will help to drive sales and streamline channel marketing. This latest innovation was in line with the companies 15 year tradition of enhancing sales capabilities of teams via targeting the SMB space.

“This proven suite of services has been successfully used by leading ICT players to transform their SMB GTM practices,” said Deepinder Sahni, senior vice president at AMI-Partners.

The Prospect Targeting Tool/Gearbox does just what its name suggests, helping to identify specific SMBs that show an inclination to invest in an ICT solution through the use of AMI's segmentation models. Segment profiling also helps to identify buying behaviors and needs, improving the conversion rate.