ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


Call Center Technology Roundup September 15 2011: Customer Suite features Twiter, VoIP Partnership, Enhanced Dialer Suite and Cloud-Based Call Center Solution

This week in technology news features the latest upgrades, partnerships and releases in social media tools, VoIP, cloud and more.

RightNow CX Features New Twitter Capabilities

RightNow has released the RightNow CX customer experience suite, which includes the Agent Desktop Twitter Following. This feature enables agents to “Follow” customers directly from within the RightNow Dynamic Agent Desktop without having to open a separate browser and log in to Twitter. Once an agent “Follows” a customer, they have the ability to converse directly to the customer through Twitter’s direct or private messaging. The Agent Desktop Twitter Following also works with RightNow’s Cloud Monitor, a social media-monitoring tool, which allows companies to participate in consumer conversations on sites like Twitter, YouTube or Facebook. The suite also offers integration between the company’s Intent Guide and the RightNow Knowledge Foundation, enhanced mailbox branding, and the iSimpliCTI Media Bar for Cisco UCCE Integration.

Vidanetwork Technologies and Grandstream Networks Partner, Offer New VoIP Compliance Options

Vidanetwork Technologies and Grandstream Networks, have partnered to allow the interoperability and certification of Vidanetwork's Global Office and VOffice Pro platforms with the GXP21xx/14xx series enterprise HD IP Phones and the GXV31xx IP video and multimedia phones from Grandstream. The certification and partnership allows both companies, and users of their products, increased flexibility in VoIP solutions. Vidanetwork's platform provides a comprehensive range of VoIP and video-over-IP applications, including hosted and premise IP-PBX, business trunking and residential broadband services fully integrated into a single VoIP application platform. Grandstream's phones support a range of audio codecs, advanced telephony features, dual 10M/100M network ports and video capabilities.

LiveVox Adds Account Penetration Settings to Cloud-Based Dialer Suite

LiveVox, Inc. has added account penetration settings to its cloud-based predictive dialer compliance suite. These penetration settings tools enable contact centers to configure the number of times an account or number is dialed during a set period of time. The suite integrates contact center applications such as dialer, ACD, PBX and compliance features and deploys them from a PCI-certified, third-party audited cloud platform. The suite also includes features such as: end-to-end PCI compliant payment lines, state dialing configuration GUIs, integrated dual-track call recording for inbound, outbound and manual calls, manual dialing call curfews, cell phone scrubs by campaign at no cost and customizable, real-time Do Not Call (DNC).

Zendesk Offers Cloud-Based Call Center Solution

The Zendesk Voice is a cloud-based VoIP solution from Zendesk enables customer service organizations to quickly set up cost-effective call centers. The solution does not require hardware or IT support and offers a range of channels including voice, email, web forms, online chat and Twitter. The solution offers functionality to record conversations and convert them to transcripts and embed them into Zendesk tickets for tracking purposes. Customers also have the ability to listen to their previous phone conversations through the system. Zendesk Voice is powered by Twilio, and available for all Zendesk subscription plans (Starter, Regular, Plus+ and Enterprise).

Christina Hammarberg is the former associate editor at ICMI.