April 28, 2012
TMCnet Cloud Call Center Week in Review
To put it simply, the cloud is everywhere. And more and more call centers are embracing the trend of moving to the cloud. If there was any doubt that this was a worldwide trend, one must only take a look at the top stories this week in the cloud call center space, which span the globe from South Africa to Ireland to Canada.
Early in the week, South African Infrastructure-as-a-Service provider O-Tel Telecoms released a next generation cloud call center solution known as Centrex. The company highlighted several features of the solution such as: its ability to integrate with a variety of CRM solutions, such as Salesforce and Sugar CRM; its innovative predictive dialer feature; its ease of use and quick set up; and its compatibility with other O-Tel products.
Mohammad Patel, CEO of O-Tel Telecoms, said, “Centrex has been tested by various channel partners nationwide, and the response was absolutely magnificent. It is by far the most complete Call Center Service in South Africa.”
The news out of Ireland was not as positive this week, as Vodafone (News - Alert) workers on the Emerald Isle voted in favor of industrial action against the company. Nearly 100 percent of the union workers in Vodafone call centers in Dublin and Dundalk. Workers were upset at the company’s decision to move nearly 500 jobs to other countries, such as Egypt and India.
“In making these decisions and in its subsequent actions, the Company has been arrogant, callous and deceitful in its treatment of workers and the complete disregard for the damaging impacts on the livelihoods and futures of the workers affected, and their families and communities,” said Terry Delaney, union general secretary.
Finally this week, the news out of Canada is that CSC (News - Alert) is offering the first Unified Communications as a Service cloud offering in that nation. The solution is deployed on top of Cisco’s VCE Vblock cloud infrastructure, combining networking, security features with storage and management technologies. The suite is designed to help companies increase communications, operational efficiency and collaboration.
All in all, it was a busy week around the world for the cloud call center space. Check back with TMCnet for more breaking news as it happens!