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Social Customer Service Solution, Next-Gen Hosted Solution, Outbound Short Call Service, Security for Work@Home Solutions

Social Customer Service Solution

Jive Software, Inc. has introduced the Jive Social Customer Service Solution, a ready-to use solution that supports external customer communities and internal team communities and knowledge base; both communities can easily interact via bridging. The dual-support capability is the key attribute of the Jive platform, as it enables companies to easily extend its functionality to meet growing business demands. Other key features of the solution including integration with:

  • Popular CRM and case management systems
  • Facebook: automatically pulls customer questions on the company's fan page into the customer community and pushes answers back to the Facebook page
  • Microsoft Outlook: enables real-time connection with colleagues

The Social Customer Service Solution also enables customer service agents to proactively monitor conversations on social channels and directly connect with customers to answer questions or concerns. It also uses sophisticated game mechanics (or gamification techniques) that encourage and reward active participation. The Jive solution and communities can be accessed through a range of mobile platforms (including iOS, Android, and Blackberry), without the need to install mobile client software. The solution is currently in private beta and will be broadly available at the end of the first quarter.

Next-Gen Hosted Collaboration Solution Integrates Multiple Communication Services

En Pointe Technologies has launched the enterprise-grade En Pointe Collaboration Solution (ECS), a hosted subscription-based service that integrates multiple communication services. The next-generation solution uses Cisco’s Hosted Collaboration Solution (HCS) platform as a foundation and incorporates voice, mobility, audio, web and video conferencing, presence technology and contact center into a single solution. En Pointe touts the ECS as "economical and scalable," and leverages the Equinix International Business Exchange (IBX) data centers to deliver ECS to customers.

Short Call Service Available for Outbound Call Centers and Resellers

VoxOx In Business, a division of Telecentris Inc., has announced the commercial availability of its short duration call service, geared towards outbound call centers, resellers and agents that cater to call center traffic. The service launch has been made possible by recent equipment and network enhancements, along with carrier negotiations that have resulted in new contracts and pricing. VoxOx is offering two service options: a flat rate per minute and an NPA/NXX option, which offers different rates for every rate center to terminate calls. The second option caters primarily to resellers interested in offering this service to their call center clients. The short call service is available directly through the company's wholesale division and the Channel Partner Program.

Work-at-Home Solutions Offer Custom Security Options

Sitel has introduced the Secure and SecurePlus customized technology options for use within its Sitel's Work@Home Solutions. These private cloud-based offerings are designed to address vertical-specific client security requirements for ensuring data protection while reducing the risk of identity theft and credit fraud. The SecurePlus equips home agents with Sitel Work@Home Solutions thin client devices, which provide zero footprint while agents are working. Sitel can also provide clients with enhanced security options including credit card and dial tone distortion, automated compliance, order and disclosure statement and biometric profiling. Both solutions are powered by a Virtual Desktop Infrastructure (VDI) platform that leverages the Citrix XenApp and/or the Citrix XenDesktop. The enhanced security features also allow Sitel to offer the same functions and capabilities supported in the traditional contact centers, such as technical support, customer care, plus Web chat, SMS, email and voice.

Christina Hammarberg is the former associate editor at ICMI.