TMCnet Cloud Call Center Week in Review

By Ashley Caputo, TMCnet Web Editor

Businesses, and even employees, are requesting cloud based services be incorporated into their daily operations, as it has proven to provide more accessibility, cost savings, and more importantly, a greater customer experience. This week in the cloud call center customer service sector we have seen the benefits from incorporating cloud solutions, companies receiving awards for their solutions and new programs develop.

Ytel, a fast growing full service telephone carrier, has launched a 2.0 version of its Cloud Contact Center Software which will completely redesign the administrator interface. With this new software new agents screens will optimize today’s Web technologies and upgrade its call-processing software, which will increase the amount of calls the system can deliver to agents. Users will now have access to improved real time reporting, the ability to customize reports, a choice to pick and choose key metrics for sales departments; customer service centers; direct response inbound calling tracking. And of course, the 2.0 version will be quicker and easier to use.

SHL has just revealed that it has made the final at the Institute of Customer Service’s 2013 UK Customer Satisfaction as contender for “Best Return on Customer Investment” category. A lot of its thanks owed to NewVoiceMedia’s (News - Alert) ContactWorld for Salesforce, is an enterprise class contact center, multi-tenant cloud architecture, with one of its customers being SHL, a global leader in talent measurement. By using ContactWorld for Salesforce SHL was able to deliver its global service, answering 90 percent of calls within 20 seconds.

accells technologies, a cyber security company of Mobile ID and Smart authentication services, will also be recognized, being the recipient of the “Top Innovator Award” in the Technology Section at the Venture Summit West 2013. accells technologies addresses the lack of security in passwords and the limitations of token/one-time password based solutions. With its one secure mobile app, (which is vital as the mobility and BYOD trend infiltrate our homes and work place)  allows people to use their smartphone as a mobile ID for smart identification and access to any cloud, Web, VPN, social media or mobile service in any context, whether its online, mobile, call centers or at the POS.

To help engage international users with cloud solutions, Pastel Software Zimbabwe will be launching a cloud-based accounting program for Zimbabwe next month. Also known as, Sage Pastel My Business Online, this program can be accessed from anywhere by many devices, like a tablet or, smartphone. This program is designed for start-up and small businesses, this Web-based business software solution will enable users to do their accounts online from anywhere in the world.

That's all for this week in review. Be sure to head over to the Cloud Call Center Channel for more news in this sector!