It's the end of another week, and time for a summary of the week's happenings in the world of cloud call centers.
Cloud Communications Expo sponsor Aculab (News - Alert) just released the latest in its telephony offerings at ITEXPO East this week. Aculab Cloud, the new deployment option from the computer telephony provider, has taken all that was essential and familiar with traditional telephony systems and put it on a hosted, on-demand platform as a service. The new Aculab Cloud solution makes it simple to create on-demand telephony applications without the need of a specialist or fancy equipment. With high-level APIs, applications are easily developed in a lot less time using Python.
Read more here.
The effectiveness of customer relationship management (CRM) solutions relies on the ability to gather data on potential customers or existing customers, and better focus your brand to meet their needs. According to this CRM Buyer report, a recent survey shows that while privacy is still important to consumers, they’re willing to give up some crucial data to be better served by their favorite brands. This is welcomed news to cloud CRM solutions.
Read more here.
LiveVox (News - Alert), a provider of cloud contact center applications and hosted predictive dialer solutions, has received a 2011 Cloud Computing Excellence Award from Cloud Computing Magazine, a new publication from Technology Marketing Corporation (TMC (News - Alert)). While cloud deployment offers numerous ways to increase productivity and flexibility for contact centers, vendors must prove how they can improve security and reliability for contact centers, while simplifying compliance management, and LiveVox has done so.
Read more at here.
Five9 (News - Alert), a company that provides cloud-based call center software, has appointed Barry Zwarenstein as its Chief Financial Officer. Zwarenstein previously served as CFO for multiple companies including, most recently, Smart Modular Technologies. Five9 CEO Mike Burkland expressed his optimism about the role that Zwarenstein would play in the growth of Five9. “Barry's extensive experience in the equity and debt markets, his successful navigation of the IPO process for prior companies, and his leadership as CFO of multiple publicly traded technology companies, provides us with the financial leadership to capitalize further on the significant market opportunity for Five9.”
Read more here.
“It's only very recently that the CRM ideal has been rendered realistic due to the advent of cloud-technology and the introduction of advanced CRM software,” writes The Independent, which defines CRM as “organizing interactions with customers, particularly sales transactions and client communication, using facilitating software.” Cut those last three words off that sentence and it’s a fair definition. Adding anything about the tools one uses to interact with customers introduces a dangerous mindset that CRM is “about” the technology, not the needs and strategies which dictate the choice of technology.
Read more here.
About a year ago TMC’s Linda Dobel wrote “multi-site, multi-source contact centers have, at this point, come to appreciate the many benefits of transitioning to the cloud. Still, the biggest concern, and therefore the biggest hold back, is security.” Things haven’t changed all that much between then and now. For hosted predictive dialers, that’s still a central issue; the common thinking is that, while cloud computing may be the big disruptor, if that disruption includes security concerns, count us out.
Read more here.
That's the week in news for cloud call center solutions. See you again next week!
Tracey Schelmetic is a contributing editor for TMCnet. To read more of Tracey's articles, please visit her columnist page.
