This week in the cloud call center sector saw activity from major players such as ShoreTel, Genesys and NewVoiceMedia. Here are the top stories from the week in brief, as reported by Network Packet Broker.
First, ShoreTel Enterprise Contact Center 8 was released, which ShoreTel believes will provide improved customer interactions. The release brings a number of improvements to its e-mail and chat features, while new features include interaction reports and real-time reporting.
Furthermore, this latest version of ShoreTel Enterprise Contact Center makes it easier to contact customers on various devices while allowing agents to better handle various communication modes. It also allows customers to schedule callbacks, making it easier for agents to contact them at the best possible time.
Next, Network Packet Broker Web editor Rich Steeves detailed the topic of an upcoming free webinar from Genesys and Forrester Research: the multichannel needs of customers. Put simply, customer needs are changing to include new modes of communication, primarily social networking, but they still expect a seamless ongoing conversation across channels.
Entitled “Ending the Multi-channel Frustration: Insights into Delivering Exceptional Multichannel Customer Service,” the webinar will feature Keith Pearce, VP of Solution Marketing at Genesys, and Kate Leggett, principal analyst serving application development and delivery professionals at Forrester. The two will discuss how businesses can develop a strategy to address changes in customer interaction.
Genesys made the news again this week as the company was recognized with the Best-In-Show Award for Contact Centers at this year's ITEXPO Miami. The award was given to Genesys Connect based on the solution's ease of use in the cloud, in addition to its simplicity in deployment and management.
"We're honored to receive ITEXPO's Best in Show award for Contact Centers," said Michael McBrien, general manager of the Genesys Connect Business Unit. "To be recognized by the editors at TMC is a validation of our innovative, end-to-end customer service solution, delivered from the cloud and built upon industry-leading solutions from Genesys and salesforce.com."
Lastly, NewVoiceMedia was recognized as a trusted provider of SaaS technology in the U.K. by being accepted into the G-Cloud ii program. The program expands on the original G-Cloud service from the U.K. Cabinet Office and is a step forward for a cloud-first approach from the U.K. government to change the way public organizations procure and operate information technology.
NewVoiceMedia will now be able to provide its cloud contact center and voice solutions to the U.K. public sector, bringing lower costs, reduced procurement times and a simplified tendering process. The company's Contact World is an enterprise-class contact center that provides its technology as a true cloud service.
That's all for this week in review. Be sure to head over to the Cloud Call Center Channel for more news in this sector.
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