It’s the close of another week, and therefore time to take a look back to highlight the week’s most important happenings in the call center software industry.
Oftentimes, when interacting with a typical interactive voice response (IVR) system, customers are greeted with a uniquely mind-stumping question: What is your customer number? Chances are most customers never even knew they had one, and if they did, they have no idea where to find it. If this is the first question customers face when trying to receive customer support, they may never make it past the self-service gate. Moreover, a company may never actually know how many users are failing to login and may thus continue on oblivious to the customers they may ultimately be losing to their IVR.
Capillary Technologies recently announced the introduction of Capillary InStore, a new cloud-based module that expands its family of Intelligent Customer Engagement solutions. Designed to integrate in real-time with any point of sale (POS) system, Capillary InStore has already been deployed by a number of popular retail and restaurant POS systems. The module can also support Android (News - Alert) and iOS mobile and tablet apps to provide store associates with valuable intelligence directly on the sales floor.
AvePoint, a provider of governance, compliance and management solutions for social enterprise collaboration platforms, has announced the availability of AvePoint Pipeline Enterprise for Microsoft (News - Alert) Dynamics CRM. The new Microsoft Dynamics CRM solution allows sales and management teams to better view, adjust, and forecast customer opportunities.
Marchex, Inc. recently announced that introduction of the Call DNA and Dynamic Tracking technology solutions designed to deliver increased insight into advertising performance. The patent-pending technologies will provide users with in-depth customer conversion data generated through ad campaigns. Both solutions are a part of the Call Analytics (News - Alert) suite of solutions from Marchex.
GetApp, an independent online marketplace that helps small to mid-sized businesses and startups discover, evaluate and manage the perfect business apps for their needs, has released an evaluation report reviewing the next-generation cloud-based contact center platform ServicePattern.
Voice-based marketing automation provider Ifbyphone (News - Alert) recently deployed a new cloud-based solution, and as a winner of the 2012 Communications Solutions Product of the Year Award, it seems the organization could be well on its way to many more awards for this technology. Marketing, sales, and support professionals alike can now utilize the interactive voice response (IVR) technology for self-service configuration purposes.
Many industrialists regard Pegasystems (News - Alert) as a leader in CRM software and business process management, and its latest release – Pega 7 – is being viewed as a paradigm shift in how clients develop and roll out new solutions. To pass on the benefits of the upgrades to clients, the company has extended its Pega-partner upgrade innovation centers to include migration to the company’s latest Pega 7 release.
Helping companies to establish a better contact with their customers over social media, HP Enterprise Services has unveiled HP Customer Engagement Management (CEM) Services – Social. Apart from the all important business of establishing profitable contacts with customers, this new service also helps companies to improve their bottom line.
That’s all the news for this week in call center software. See you again next week!