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TMCnet Contact Center on Demand Week in Review
By Tracey E. Schelmetic, TMCnet Contributor
It’s the end of another week, which means it’s time to take a look at the week’s events in the world of contact center on demand. Here’s a quick wrap-up.
Colt, a European telecommunications, IT managed services and data center services company, recently announced the launch of a new hosted contact center solution that was designed to enable resellers to build and manage their own contact center services for their customers. Colt’s goal was to offer a solution that can provide increased functional and an easy-to-use platform that can help resellers serve the needs of the medium-sized (50-250 seat) contact center market. The service will be first rolled out in the UK and Ireland first, with the rest of Europe, starting with Germany, Austria and Switzerland, next year.
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The most significant benefit of cloud services probably is that it enables services like contact center on demand, collaboration on demand and private branch exchange-style call control on demand. The on-demand delivery model is replacing the customer premises equipment (CPE) culture in organizations. Companies leveraging cloud computing services for services like on-demand contact centers benefit from several features such as caller ID, predictive dialer, automatic call dialing (ACD), call routing, virtual assistant, IVR, real-human detection and more.
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For those companies interested in testing on demand contact center options, the available services are at times limiting. Fortunately, Tikal Networks is offering a free trial of its CenterMeter contact center on demand service. To get started using the contact center on demand service, users simply need to set up an SSL key to ensure that the connection with the interface is secure. Tikal will e-mail an SSL key, and then the certificate can be installed.
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This week, city council members in Champaign, Illinois were asked to consider a contract to provide call center support and billing services to the Urbana Champaign Big Broadband program. The call center contract, which is worth about $67,000, is between the city and call center outsourcing company Solix, which is headquartered in Parsippany, New Jersey but has an office in Charleston, Illinois. According to a memo to the Champaign City Council, Solix was recommended by the city staff. Solix is a business process outsourcing firm that specializes in providing flexible and scalable solutions for complex qualification, or eligibility determination, processes.
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That’s all for this week in contact center on demand. Have a great weekend!