Welcome to the weekend! Before we start, let’s take a peek into the cloud and see what’s new on the cloud call center front.
Cloud computing market is expected to register a 36 percent compound annual growth rate (CAGR) in revenue, making it just shy of $20 billion at the end of 2016, says a new research report from Market Monitor, a service of 451 Research. Despite this growth, the cloud computing market is confronted with several challenges including security concerns, transparency and trust issues, workload readiness and internal non-IT-related organizational issues, the research said.
Spoken Communications is a provider of enterprise cloud platform for contact centers. The company is devoted to improving the customer experience through technological innovation, whether that is with a voice-enabled workflow, with big data analytics or with managed services that helps its clients to focus on their core business. The company recently confirmed that it has been ranked as the #91 fastest-growing company in America by Inc. 500.
Cloud computing is nearing the “trough of disillusionment,” Gartner has forecast. That means you can expect to hear disparagement of the value and benefits of cloud computing. But that is a prelude to the actual mainstream adoption. IDG Enterprise, for example, recently found that 49 percent of executive-level management sees cloud computing as transformational to its business strategies.
eGain, a provider of cloud-based customer engagement solutions, has been named to KMWorld magazine's list of Trend-Setting Products for 2013 for its Customer Engagement Hub. As indicated, the eGain hub was selected for the eleventh annual Trend-Setting Products list from more than 700 products across 300 different vendors. The list features clearly identifiable technology breakthroughs that serve the vendors' full spectrum of constituencies, with particular emphasis on customers.
Salesforce.com is the largest global CRM provider and No. 1 sales and CRM application in the industry. The cloud-based CRM platform comes with great integration capabilities with other customer management platforms. Transera, a provider of data-driven customer engagements solutions, just expanded integration with Salesforce through Open CTI, which is currently available to customers.
Contact center solutions provider Genesys has reason to celebrate this week. Analyst group Gartner lauded the former’s interactive voice response (IVR) and customer interaction solutions product, giving it a “Strong Positive” rating in a recent report entitled, “MarketScope for IVR Systems and Enterprise Voice Portals.” The report was published on August 12, 2013, and the formal announcement by Genesys was made at the SpeechTEK show.
A recent Web event sponsored by Network Packet Broker, Genesys and Angel, called “The Power of the Cloud Call Center: Five Tips You Need to Know Now,” stressed that today, the name of the game is “customer engagement,” and it goes far past simply answering calls quickly. It involves using every contact with a customer, regardless of channel, as an opportunity to further the customer relationship and learn from it to improve operations.
That’s all this week for cloud call center. See you next week!
The Power of the Cloud Call Center eBook
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