Call Center Technology Roundup September 22 2011: Salesforce Unveils Social Enterprise Platform, NICE Acquires Fizzback, Infor’s Enterprise Software, Telesphere Partners with CosmoCom
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Call Center Technology Roundup September 22 2011

Salesforce Unveils New Enterprise Platform for the Cloud

Salesforce has officially extended its Social Enterprise Platform to accommodate more companies and enterprise developers to the cloud, with the general availability of Database.com, Heroku for Java and new social and mobile capabilities on Force.com Database.com is an open, multitenant cloud database featuring secure sharing of data and social APIs. Heroku for Java enables enterprise Java developers a way to build social, mobile and open cloud apps. Force.com is a cloud platform for building and running social, mobile and real-time employee social networks and apps. It now offers extended social and mobile functionality, including Chatter Connect, Touch.salesforce.com, Visual Workflow Cloud Designer and Siteforce.

NICE to Acquire Fizzback, Introduces CEM with Real-Time Voice of the Customer Capability

NICE has announced plans to acquire the Fizzback to bring a new Customer Experience Management (CEM) with an integrated real-time Voice of the Customer (VOC) solution to the market. The SaaS offering from Fizzback will send feedback requests to customers that relate to a specific interaction or transaction via mobile, web or social media. The customer is engaged at the point of experience, such as the contact center, point of sale, web, etc. and the feedback is then analyzed by the system to determine a relevant response. The system will automatically conduct a dialog with the customer in natural language, rather than in survey format.

Infor Introduces Infor10 Enterprise Software

Infor has released the Infor10 enterprise software suites that offer a consumer-grade user experience, complete industry-specific software applications and the Infor10 ION Suite, a lightweight, middleware technology that is infused into existing applications. The suite uses Infor’s ION technology, which connects and integrates Infor and non-Infor applications, storing information in a common format and repository. ION allows information that flows among applications, analytics and social media streams to be accessed by users from their desktops, laptops and mobile devices. The Infor10 ION Workspace presents role-based workflows, tasks and alerts, social media collaboration and other relevant user information on one screen. Infor10 is also offered in flexible deployment options, including the Infor CloudSuite Platform.

Telesphere and CosmoCom Partner to Enable Advanced, Cloud-Based, Zero-CapEx Contact Center Services

Telesphere has announced a partnership with CosmoCom to offer a new interaction management suite with a portfolio of hosted contact center applications and advanced tools for businesses and contact center operators. This portfolio includes: trackable email, VoIP and chat, skills-based routing, "cradle-to-grave" reporting, enabling businesses and contact centers to track every interaction for every customer, an intuitive, graphical call-flow designer, a fully Web-based design, eliminating the need for client software, capability to add-on third-party reporting tools and support for whisper and DNIS.



Topics: Social Media, Technology, Self-Service, Site Operations

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Rose Polchin — 11:27AM on Sep 29, 2011

It was just announced this week that Verint is acquiring GMT...another WFM software program. Interesting as they already offer a WFM solution. Wondering how GMT customers are looking upon this and what implications this has for this market space. I am sure this news will appear in our Sept 29 weekly technology round up and would love to hear from end users regarding their thoughts.

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