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Call Center Technology Roundup July 21 2011

Telesphere Expands Into Cloud-Based Videoconferencing, Bridging PCs, Videophones, Tablets, Smartphones and Telepresence Rooms

Telesphere has introduced the Telesphere VideoConnect, a hosted video service that enables both one-on-one video calling and call-bridging, allowing up to 12 simultaneous legs in a single videoconference. The cloud-based solution is user-friendly, featuring a combined intuitive user interface (UI) and hosted infrastructure that is “vendor agnostic” and is compatible with most desktops, laptops, smartphones and other video-capable devices. Some of the solution’s major features include HD video support up to 1,800 p, four-digit internal video dialing, intuitive UI and more.

Cicero Inc. Unveils Exclusive Cicero XM Discovery 2.1 Designed to Provide Transparency of Desktop Activities and Application Performance in the Contact Center

Cicero has released the Cicero XM Discovery 2.1 application tool, which enables IT administrators to see what applications are being used, along with potential memory issues, web application response times, and other areas for improvement. The Discovery’s new features include: collected details on every process running on a workstation, set CPU monitoring thresholds to generate alerts, monitoring system usage information such as resources, memory, threads, processor and memory pages and more.

Saab Cars North America Selects Microsoft Dynamics CRM From First Tech Direct

First Tech Direct, a provider of Microsoft Dynamics solutions recently announced that Saab Cars North America (SCNA) has selected Microsoft Dynamics CRM to improve their call center operations and efficiency. The Microsoft Dynamics CRM is a full customer management suite that offers tools for marketing, sales, service and xRM in a variety of channels, including email, phone, web and more. SCNA is confident that this suite will help enable them to provide a higher level of service to their customers.

Christina Hammarberg is the former associate editor at ICMI.