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3rd Party Remote Call Monitoring Feature

January 14, 2011

CRM Week in Review

By Juliana Kenny, TMCnet Managing Editor

This week saw much news from the call recording industry. With the new year bringing innovative solutions and products from blossoming new companies in the call recording industries, the veterans of the field are developing equally as competitive products and services to maintain their leading positions. SIP Print (News - Alert), a renowned leader in the call recording industry for its affordable, customizable solutions, and Vital Communications, a Value Added Distributor have developed a business relationship over time that has solidified both companies’ roles at the forefront of the call recording scene. In an interview with the President of Vital Communications, Walter B. Maclay, I got some insight as to how exactly major players in the industry such as SIP Print and VitalComm match the new competition that crops up with new products. Check out this link to see more of the exchange.

In other CRM news, the recently released Pivotal CRM 6.0 for Home Building and Real Estate is posed to assist single and multi-family home builders to manage the front office operations of their businesses.

A CRM solution from CDC Software Corporation, Pivotal CRM 6.0 for Home Building and Real Estate will also be useful for title and mortgage companies and commercial property managers. CDC Software (News - Alert) Corporation offers on-premise and cloud deployments for enterprises.

The company tailored this CRM solution to the home building industry for real estate businesses to better manage customer relationships from cradle to grave. The application is based on Microsoft (News - Alert).NET technology and operates on a CRM platform featuring task-based navigation, embedded Microsoft SharePoint applications, and an intelligent client user interface.

New trends have also been issued by those in the CRM industry. The last few years of the recession have proven that if a business can survive the downturn, slower times can allow for a company to rebuild its competitive infrastructure. This is especially true for companies focused on leveraging their CRM solutions. This focus on leveraging key customer data has allowed the technology sector to do quite well in the last six months, according to this CRM Buyer report

CRM solutions providers such as Microsoft, Oracle, Salesforce.com, RightNow and NetSuite (News - Alert) were all gaining in the second half of the year. Interestingly, the report also highlighted that while these gains were in place, the drivers for software acquisition remain the same as they have always been: to improve processes, save money or make money. Companies that can produce products to do one or more of these things well will prosper in the marketplace as customers are seeking to implement a structure that provides a competitive advantage. 


Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Juliana Kenny

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