Call Center Technology Roundup July 14 2011
Empowering contact center excellence for 30 years!

Call Center Technology Roundup July 14 2011

M5 Networks Partners with SWK Technologies to Integrate M5Connect with SageCRM

M5 Networks and SWK Technologies have announced the M5Connect for SageCRM, a integration of M5's M5Connect CTI (computer telephony API) with the SageCRM web-based CRM software.  The new solution provides users with telephony features, such as a click-to-dial feature that will start a call from within SageCRM anytime a phone number is available, and displays inbound screen pop-ups with lead or contact information before the call is answered. Other features include automated call record entry and notations, as well as real-time analytics.

Raritan Introduces Mobile KVM Access for SmartPhones and Tablets to Manage Data Centers from Anywhere

The Dominion KX II from Raritan is a secure, KVM-over-IP switch that provides IT administrators with BIOS-level access and control of up to 64 multiplatform servers using SmartPhones or tablets. The browser-based Dominion KX SmartPhone/Tablet KVM Access feature does not need to be downloaded, which simplifies remote access. The firmware for Dominion KX II also provides end-to-end Digital Audio over IP, which enables IT administrators to playback, record and manage remote audio applications, such as VoIP (Skype), Software PBX, and Centralized Call Centers from anywhere.

CCC Announces Integration with CSi Complete

CCC Information Services and CSi Complete have announced plans to integrate the CCC ONE Total Repair Platform workflow solution with CSi Complete's customer satisfaction indexing services to create the CCC ONE Total Repair Platform. The new platform combines estimating, shop management and DRP performance tools into a single, hosted desktop application and will offer repair facility customers with an improved process for capturing and utilizing consumer feedback for completed repairs. Repairers can activate the integrated solution through CCC's partner gateway.

Topics: Technology, Self-Service


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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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