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Call Center Technology Roundup October 6, 2011

Verint Acquires GMT; New WFM Solutions Expected

Verint Systems has announced that it will be acquiring workforce management solutions provider GMT (Global Management Technologies Corporation). As a result, Verint plans to strengthen its enterprise WFM strategy, as well as broaden its enterprise workforce management solutions. The acquisition will expand solution options for customers of both companies, by adding GMT's technology value optimization and sales effectiveness tools to the Verint portfolio. Verint plans to accelerate its focus on and investment in developing solutions designed to help organizations increase productivity, reduce operating costs, and improve customer service and sales.

Avaya Gains Sipera, Plans to Integrate Solutions and Applications

Avaya has acquired Unified Communications (UC) solutions provider Sipera, and plans to fully integrate the company's Session Border Control (SBC) functionality and range of UC security applications. Sipera's open, standards-based solutions work in both Avaya and non-Avaya networks and can be combined with Avaya’s Aura solution to offer customers with secure VoIP, SIP trunks, videoconferencing, cloud-based communications, instant messaging, and other tools.

M5 Launches Latest Version of the Callfinity Contact Center

M5 Networks has launched an upgraded version of its Callfinity Contact Center solution, offering digital call-center functionality to enterprise customers. The new Callfinity bundle eliminates the need for an on-premise solution, enabling representatives to respond quickly to inbound calls and monitor those calls in real-time. Other features of the solution include: Built-in call recording for all queued calls, an online agent evaluation forms designer, a user-friendly web-bases portal with live dashboards and reports for self-service administration, seamless overflow from the contact center to any enterprise employee for call volume spike and support for Salesforce, Netsuite, and other popular CRM applications.

Oracle Unveils Oracle CRM On Demand Release 19 Innovation Pack

Oracle has announced the availability of its Oracle CRM On Demand Release 19 Innovation Pack, which will provide enterprise clients a complete in-house hosted contact center solution and marketing features, via the Oracle CRM On Demand Marketing Release 5.4. The Hosted Contact Center solution will supplement existing hosted voice, voicemail, email and customizable IVR and ACD capabilities with chat, co-browsing, response libraries, multi-party conferencing, suggested email responses and a pre-built integration interface for third-party telephone hardware and software companies. The Oracle CRM On Demand Marketing Release 5.4 features an enhanced targeted list management and role management capabilities that enables marketers to tailor unique business processes and to market individually to each user as well as customizable deployment options.

Christina Hammarberg is the former associate editor at ICMI.