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Call Center Software Week in Review

December 07, 2013

With the holiday shopping season now upon us, retailers and other business are bracing themselves for an influx of customer interaction across all channels.  To meet this surge head on, it is important that companies not only employ the best customer service agents available, but also leverage the most effective call center software on the market.  The call center industry is evolving constantly, and this week was no different.   Here’s a quick rundown of some of this week’s highlights to help you catch up on what you may have missed.

Earlier in the week Drishti, a provider of contact center software and enterprise communications applications, announced that its AMEYO contact center communications suite is now capable of integration with Skype (News - Alert) Connect.  Businesses using the AMEYO solution will now be able to establish SIP profiles to send and receive calls from mobile phones and landlines via VoIP.  These Skype interactions will then be logged just like a regular call would.

Sachin Bhatia, vice president of business development at Drishti-Soft said, "The aim was to make communications effortless for the customer and the business. While customers are browsing websites, they can connect to an agent instantly through a click of the Skype icon. AMEYO has an easy-to-use interface that enables Skype interactions which makes it easy for agents to call customers. It’s a great tool to bring customer friendly enterprises closer to their customers at lower costs."

Later, we learned that Hastings Direct, a UK-based insurance broker, has successfully deployed a multi-channel customer service platform from Eptica.  The company explained that the solution is being used to centralize information, making it easily available across email, telephone and Web self-service channels.  The goal is to make it easier for staff to access relevant information to resolve customer inquiries.

“Over the last five years Hastings Direct has grown rapidly by focusing on delivering what customers want,” said Paul Barnes, VP of Operations at Eptica UK. “With our software and its single knowledgebase we believe it will deliver consistent, efficient service across multiple channels, with a future proofed system that can develop as the business grows.”

Meanwhile, OpenAmplify announced the launch of its new TRIBES customer relationship management (CRM) solution, noting that it will be available from Zendesk’s app Marketplace. The TRIBES solution is designed to scour Twitter and Facebook (News - Alert) for customer feedback and analyze the actual meaning of social conversations and brand mentions, creating customer service tickets from relevant live conversations and support requests. 

Michael Petit, co-founder and CEO of OpenAmplify said, “We are excited to partner with Zendesk, who has set a high standard for beautiful and simple customer care software. TRIBES complements this approach by automatically delivering only the social posts that are actionable by customer care agents.”

Rounding out the week, call center software provider and community sponsor Five9 (News - Alert) announced that its cloud contact center software is now available on the new Oracle Cloud Marketplace, which was launched this past September.   Customers can now find the company’s hosted solution directly in the marketplace, along with product information and user reviews.

“At Five9 we are aggressively extending our solution footprint in order to provide clients with robust cloud contact center software and a strong eco-system,” said Jim Gomez, vice president of business development at Five9, in a statement. “Our participation in the Oracle (News - Alert) Cloud Marketplace further extends our reach into the Oracle community and enables customers to easily reap the benefits of the Five9 cloud contact center software.”

Of course, there’s plenty more to read about on the Call Center Software community page, and as always, be sure to check back next week for the latest industry news and insight.

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