Welcome to another edition of the TMC Contact Center Week in Review.

 

This week, TDI (News - Alert), a provider of revenue-accelerating solutions for the contact center industry, made headlines for choosing Aculab's (News - Alert) Prosody X media processing technology for use in their Liberation platform.

 

The Liberation platform incorporates computer telephony integration, customer interaction, and sales campaign management tools delivered through a desktop interface to manage all aspects of the customer or agent interaction.

 

The company’s Prosody X is a card designed for media processing in IP-based networks with TDM connectivity as an option.

 

Also this week, American Express (News - Alert) Incentive Services (AEIS), a financial services firm, made headlines for its collaboration with Echopass Corporation to move their customer care functions to a hosted solution to help them to optimize customer service and achieve significant ROI.

"The shift to an operational expenditure model, elimination of maintenance costs and ease of provisioning multi-site contact centers are making hosted solutions an attractive value proposition for many enterprises," said Ashwin Iyer, industry manager for Frost & Sullivan's (News - Alert) Contact Center and CRM practice. READ MORE HERE.

 

Velocity Networks also announced it is providing additional value for their corporate clients through a new hosted VoIP phone service made possible thanks to their partnership with Transera (News - Alert) and CommPartners.

 

This step was taken because according to Velocity Network’s CEO, Kurt Wolfgang, their customers were paying too much for traditional business phone services but were not convinced that VoIP would perform reliably.

 

QubeConnect also launched the QubeTalk Telecommunications Application Platform (QTAP) for call centers this week. The new offering is an intelligent call routing and multimedia contact management system that enables carriers and service providers to develop value added services such as mobile IP CENTREX, one-touch conferencing, ring tones, ring-back tones, find-me, follow-me, distributed IP contact centers and 3G multimedia services.

 

Ever wonder what the key to successful contact center optimization is? CLICK HERE to find out.

 

That’s all for this week, but be sure to check back with TMCnet throughout the week for all the latest in contact center-related news as it happens! Until next week…..