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July 27, 2013

TMCnet Cloud Call Center Week in Review

Cloud Call Center Resource Contributor

It’s the last weekend in July, and time for a wrap-up of the week’s events in the cloud call center marketplace.

Arise Virtual Solutions, a provider of virtual call center and crowd sourcing solutions, announced it has been selected by BT Ireland to deliver outsourced service support for one of its clients in Northern Ireland. Under the seven-year contract, Arise will provide on-demand support services to BT to ensure appropriate service levels in emergency and unplanned situations.

A large hotel chain has selected eGain Cloud to serve guests who are enrolled in the company’s rewards program. eGain specializes in providing cloud-based customer engagement solutions, which help brands leverage digital transformation strategies for further development. Intent on maintaining a “personal touch” in its rewards program, the hotel chain also wanted to manage multichannel guest interactions and to deliver consistent guest services in different languages.

Connect First, a cloud communications company located in Boulder, Colorado, has selected AchieveIt’s execution management platform. Connect First will deploy a full suite of tools, from scorecards to dashboards to automated email reminders and alerts, to drive accountability and execution throughout the organization. The company will deploy AchieveIt’s software to help sustain a culture of accountability and execution.

SugarCRM and Faye Business Systems Group have come together to organize a new lunch and learn seminar series that is expected to address real world business issues and how to tackle hurdles in real-life situations. The companies have planned to hold the lunch and learn session at the SugarCRM headquarters in Cupertino on July 30th, 2013.

Call Center Corporation, a provider of call center technology solutions, and Coginov, a provider of semantic search-based products and technologies, forged a technological partnership to create a powerful engagement tool, AnswerClick. The multi-channel call center tool combines simplicity of a knowledgebase with the power of a semantics database and inference engine, is expected to change how businesses interact with their clients, providing them with a powerful means to stay ahead of competition.

Adobe Systems Incorporated recently announced the acquisition of Neolane in a move to expand the Adobe Marketing Cloud suite. Following the acquisition, Neolane’s campaign management technology will become the sixth addition to Adobe Marketing Cloud suite making it the robust platform for managing complex marketing campaigns. Neolane’s technology assimilates offline and online marketing data across the organization to effectively segregate the target audience and deliver only relevant messages to target customer across all digital media.

SecureBuy has launched SecureBuy 2.0, a cloud-based solution specifically designed to address payment frauds in the call center environment. The newly launched solution can be easily deployed over the existing infrastructure and can also be launched as a standalone solution. SecureBuy 2.0 effectively counters internal fraud, payment fraud and other types of fraud, where call centers become the unwilling targets for the fraudsters.

Finally, In recognition of the value offered by Aspect Software’s hosted call center services, that company has been awarded the 2013 North American Customer Value Enhancement Award in Hosted Contact Center Solutions by Frost & Sullivan.

That’s all for this week in the cloud call center marketplace. See you again next week.


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