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Call Center Technology Roundup June 21 2011

This week in ICMI's call center technology roundup, we learn about some new products from Attensity, M5 and Amdocs that will streamline social media into multi-channel contact centers, offer one-touch support access and a desktop that enables faster and more accurate customer support.

Attensity Offers Social Media Integration Tool

Attensity has announced the release of Attensity Respond 5.1, the latest version of their Respond application for next-generation multi-channel contact centers. The Respond 5.1 offers tools that will allow agents to integrate social media into their current customer interactions, using the same application they currently use for emails, phone calls and other channels.

M5 Networks Gives Human Help Fast

M5 Networks has launched M5 Help, which offers users one-button access to support via the "?" key on their Cisco IP phone. The solution enables the customer to connect quickly with a live agent and features options for both urgent and standard support issues.

Amdocs Enhances Agent Efficiency and Effectiveness

Amdocs has enhanced its Multi-Play Smart Pack solution to include Amdocs Smart Agent Desktop, Smart Pack Smart Tabs, new order entry controls and prospect entry. The added features will further enable the multi-play customer care and billing solution with better customer support capabilities, improved operational efficiency and greater flexibility.