Call Center Technology Roundup: October 27, 2011
Empowering contact center excellence for 30 years!

Call Center Technology Roundup: Oracle to Purchase RightNow, Echopass, Calabrio

Oracle Buys RightNow Technologies

Oracle has entered into an agreement to purchase RightNow Technologies for approximately $1.5 billion. The acquisition will add RightNow’s customer service cloud solutions to Oracle’s recently-released Public Cloud portfolio, which includes a range of Software-as-a-Service (SaaS) and Platform-as-a-Service (PaaS) offerings. Oracle has stated that this purchase part of its goal is to provide customers with a comprehensive set of cloud solutions, including sales-force automation, human resources, talent management, social networking, databases and Java.

Customer Callback Application from Echopass

Echopass Corporation has released the EchoCallBack application, part of the Echopass EchoSystem suite of cloud-based contact center solutions for large enterprises. The proprietary application offers callers the option of waiting on hold for an available customer service representative or requesting a call back, based upon the customer’s own availability and schedule. This option provides a customer alternative to extended hold time.

Calabrio’s Call Recording and Quality Management Tools Support Cisco MediaSense

The Call Recording and Quality Management products from Calabrio now integrate with and support Cisco MediaSense version 8.5.3, an open-standards, network-based recording platform that offers multimedia recording options for the enterprise. The Cisco MediaSense platform controls the capture of call media while Calabrio’s intuitive Web 2.0 interface provides a flexible and dependable medium for playback, assessment and analytics. Calabrio Call Recording and Calabrio Quality Management versions 8.7, which support Cisco MediaSense 8.5.3, are available to Cisco customers through Calabrio's network of more than 35 Cisco-certified partners selling Calabrio applications for the Cisco Unified Contact Center Enterprise solution.

Vertical Solutions and Pervasive Software Partner for CRM-to-ERP Integration

The CRM/contact center solutions from Vertical Solutions, Inc. can now directly integrate CRM with the Pervasive Data Integrator ERP platform from Pervasive. The new capability will enable more efficient and less costly integrations, which previously have only been available "from scratch." The new partnership enables VSI to map its applications’ touch points to the Pervasive platform, which can be used by companies to streamline integration with their ERP systems.

HyperQuality Releases ClearMetrix 3.0 WFM Tool

HyperQuality’s ClearMetrix 3.0 is an enhanced version of its SaaS workforce management solution. The ClearMetrix 3.0 enables a 360-degree view of customer contact effectiveness allowing business leaders to strategically manage sales effectiveness, call center expenses, and overall customer experiences.



Topics: Technology, Workforce Management, People Management, Learning & Development, Customer Experience, Site Operations, Strategy & Planning

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