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TMCnet's Call Center Solutions Week in Review

Looking at some of the top stories in call center solutions for the past week, TMC noted that people could get advice on how to quit smoking or be tested for sexually transmitted diseases or even just attend a session on balancing their work and home lives at a large Brighton contact center last week in the UK when five organizations came together to improve health education among employees at Domestic & General.

The company provides international warranty services and product protection.

Advice workers from CRI (News - Alert), Albion in the Community, Employee Advice Programme, Claude Nicol and National Health Service (NHS) Stop Smoking manned on-site stalls and drop-in clinics for Domestic and General employees there, according to the press release.

The press release reports that over 200 people were able to take advantage of free chlamydia screenings, stop smoking kits and stress management packs, then asked to fill in questionnaires. The information is intended to help the NHS learn more about local people’s lifestyle and drinking habits.

Beecher Tuttle wrote that Interactive Intelligence (News - Alert) posted better-than-expected fourth quarter results on Wednesday, powered mostly by strong orders of cloud-based solutions and an uptick in recurring revenue.

The call center solutions provider posted revenues of $57.7 million in Q4, a year-over-year increase of 14.4 percent. Recurring revenues were up 23 percent in the quarter and accounted for 42 percent of that total.

Cloud-based orders were up a whopping 500 percent year-over-year, contributing to $3.8 million in revenue. Cloud orders represented 23 percent of total orders in 2011, and are only expected to increase in the coming year.

“We show ever-increasing momentum among customer cloud deployments, which is the highest growth segment of our market,” said Interactive Intelligence CEO Donald Brown (News - Alert). “In 2012, we plan to capitalize on this momentum and step up investments to further enhance our brand recognition, extend our product capabilities and gain additional market share.”

And Peter Bernstein wrote that yes, we live in a cynical world. The motivations of people and companies tend to get tremendous scrutiny. However, in the case of the Interactive Intelligence Goat Program, done in conjunction with international charity Oxfam, there is nothing to be cynical about.  

The program is straight forward and has impact. Allow a representative of Interactive Intelligence to take a few minutes to discuss how their unified business communications solutions can make your company more efficient, effective and adaptable in today’s dynamic markets, and they will donate a goat in your name through Oxfam. Better yet, if your boss attends the meeting, the donation will be upgraded to a cow.

This is clearly a case where you can find out how to do well and at the same time do tangible and extraordinary good. All you are being asked to do is listen and learn, i.e., consideration.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.