Quick Links

Cloud Call Center Featured Article

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!

Return to Cloud Call Center home ›

Featured Whitepapers

Best Practices for Deploying a Contact Center in the Cloud

Cloud-based contact centers are continuously gaining traction as the economic and strategic advantages continue to improve and outgrow legacy infrastructure constraints. This white paper serves as a guide to best practices for deploying and managing call centers in the cloud.

Featured Brochure

Featured DATASHEET

Genesys Connect for Service Cloud

Bringing the Power of Conversation to Service Cloud from Salesforce

Can we talk?

Self-service and the social web are critical parts of the customer service environment. But even in today's online world, sometimes you just have to talk. Genesys Connect adds voice conversations with intelligent routing to Service Cloud from Salesforce – connecting your customers to the right person, every time. It uses the same cloud-based model as Salesforce – no software or hardware, switches or ACDs. You get all of the flexibility of the cloud, plus tight integration with Salesforce. It's the easiest way to make Service Cloud your complete, all-in-one contact center.

Genesys Blog

View All ›