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TMCnet Call Center Software Week in Review

February 09, 2013

As the week comes to a close, it’s time to take a moment to look at the most recently happenings in call center software.

In an effort to strengthen its outbound communications, Empatel, a reseller in Turkey specializing in unified communications solutions, was in search of a solution that would take it up a notch according to its growth path. Ultimately, the company chose Noble Systems. Noble, a provider of solutions for unified communications, has the advantage of mirroring the Empatel model with its strong customer focused ethics. With the partnership, Noble will also gain a foothold in Turkey and Northern Cyprus.

The U.K. government is committed to changing how the public sector procures and operates information technology to improve its services, and G-Cloud ii is an initiative in that direction. Its priority is to help the public sector deliver real savings with increased cloud capability. NewVoiceMedia was recently accepted into the G-Cloud ii program, qualifying it as a trusted provider of SaaS technology.

NewVoiceMedia (News - Alert) will now be well positioned to provide its true cloud contact center and voice solutions to the UK public sector, which in turn will benefit from lower costs.

A major U.S. insurance group has reportedly chosen Jacada to simplify customer interactions. The insurance group is one of the nation’s largest providers of property and casualty insurance, public-sector retirement plans, and other personal and commercial insurance lines. As part of the agreement, Jacada (News - Alert) would provide real-time process guidance and automation solutions to support policy servicing and processing operations across multiple lines of business.

E-mail marketing software maker, Mailigen, has launched its Epic Free account. The free opt-in e-mail marketing service allows marketers to grow their database to up to 5,000 subscribers. The company says the service is ideal for smaller companies and non-profit organizations. Mailigen’s cloud-based e-mail system is used by businesses to create comprehensive e-mail campaigns and online surveys.

In a news statement, Mailigen said its new service is aimed at helping new ventures to kickstart their businesses.

Last week, intelligent engagement company, LivePerson, announced an in-depth study called “The Ideal Online Experience: What it Takes for Consumers to Click, Not Abandon,” which examined the trends in online attitudes and behaviors of consumers in six different countries to identify their changes and the ways they have affected online preferences and customer expectations. The report, based on a survey of more than 5,700 online consumers, provided numerous need-to-know online customer service statistics. It discovered customer trends and key findings that show online consumer expectations are rapidly increasing.

Customer experience solutions provider Amdocs (News - Alert) recently announced findings from a global consumer survey that explores the link between proactive care tools, customer satisfaction and call center traffic. The study, conducted by analyst firm Coleman Parkes, attempted to establish the link between proactive care tools, customer satisfaction and call center traffic.

Workforce management company Aspect (News - Alert) has reportedly partnered with the back-office optimization expert eg solutions, plc. The two companies entered into an equity partnership agreement, providing Aspect exclusive distribution rights to eg’s products and services, pertaining only to the regions of the Americas and the Asia Pacific. As for Europe, the Middle East and Africa, the agreement also formalizes the partnership model for both companies to address those customers too.

That’s a wrap for this week’s call center software news. See you again next week!



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