It’s the end of another week, which means it’s time to wrap up the week’s events in the CaaS arena. Following are some of the top stories TMCnet featured this week.
Oftentimes it seems strange that businesses and retailers have still been unable to gauge customers correctly and find out what they really want, in spite of professing that they are customer-centric. Today’s mobile and tech-savvy consumers want immediate gratification, consistently good user experience, failing which they don’t hesitate to turn elsewhere. Businesses are unprepared to take them on and are finding it hard to live up to high mobile customer expectations. Contact Solutions’ Mobile Consumer Study and whitepaper revealed that current mobile customer care services offered by businesses did indeed fall exceedingly short of customer expectations.
Even federal government contractors see the benefits of the cloud for contact centers. net.America Corp, a management and information technology consulting firm serving the federal government, recently deployed a cloud-based contact center solution from Interactive Intelligence (News - Alert) Group Inc., after its previous cloud-based solution had been ruled too cost-prohibitive to update and unable to accommodate new feature requests. net.America’s goal was to improve the customer experience it offers and employ the work-at-home agent model when required.
Intelemedia (News - Alert) secured a contract from Teeter Hang Ups to deliver call management teleservices. Teeter Hang Ups is the longest existing manufacturer of inversion products with extensive experience in direct marketing. In a move to leverage the advantages of multiple call centers, Teeter Hang Ups chose to utilize the specialized services from Intelemedia that include reporting, routing and management of calls as well as a hosted scripting feature that combines all call center activities on a standard script.
U.K.-based Sophos, a provider of IT security products, has unveiled Sophos Cloud, a simple, easy to implement cloud-managed security solution capable of addressing the latest network security threats by providing protection at the endpoint. Sophos Cloud enables an effective desktop security agent with integrated anti-malware, intelligent host-intrusion-prevention systems (HIPS) and device control. It also ensures malicious and inappropriate website filtering, with built-in Web malware scanning.
TMC has awarded Interactive Intelligence with the Cloud Computing Excellence Award for its Interactive Intelligence CaaS solution that gives mid-size to large businesses a unified communication contact center. The CaaS service is designed for everything from mid-size to large businesses. Small contact centers with as few as 10 agents can still take advantage of their solution with the CaaS Small Center solution designed to meet their unique requirements.
Communications as a Service (CaaS) provider THECALLR has turned to Verizon's enterprise cloud to support its aggressive growth strategy. It has also taken a step to offer advanced voice capabilities with the inclusion of Zoho integration and a complete API delivered in JSON. As THECALLR likes to say, it believes it is raising voice communication to a new level with a complete cloud-based solution and advanced API integration.
In order to expand business and beat the competitors, RingCentral (News - Alert), Inc., a provider of cloud business communications solutions has opened an office in the UK. RingCentral offers cloud computing based phone systems that are designed and developed to help businesses to manage mobile, fax, and email communications.
Orange (News - Alert) Business Services retained its position with a Leader rating for the third time in a row in the global market for enterprise IP telephony and unified communications (UC) services in a report published by Current Analysis (News - Alert). The company also got a Very Strong rating in the Cloud/Hosted Services and Service Delivery category.
That’s all for this week in CaaS. See you again next week!