By , Call Center Management Editor

Welcome to the week in review for the customer relationship management, or “CRM,” industry. Below are some of the top stories that came across the TMCnet news wires this week.

 

On Monday, call center software provider, Five9 Inc., released news about a recently released industry report.

 

While press announcements and comments from the media can solidify the success of a company, there’s nothing like having a definitive research to offer up more concrete evidence of the progression of a specific organization.

For Five9 Inc., a research report from the Aberdeen (News - Alert) Group titled, “Inside Sales Enablement: Let Them Drink Coffee!” which was published at the end of 2009, highlighted Five9’s accomplishments and success. 

Last year, the software provider invited customers to participate in a research survey in order to get direct feedback from the users to verify product success within the industry, to further confirm and validate the Five9 product suite. 

 

Also on Monday, 3rd party remote call monitoring provider BPA International discussed part two of its request for proposals, or “RFP,” or a request for a quote, or “RFQ,” talk.

 

BPA’s Craig Antonucci touched on the “why” of RFP’s and RFQ’s and the necessity of them in the telecom industry.

 

And this week, Antonucci talks about how a company can ensure that the RFP process, if a company chooses to conduct it, is done according to protocol to ensure maximum efficiency.

 

“The first thing to do is to throw away the cookie cutter set of questions you have used for the last RFP,” Antonucci said. “I have come across several RFP’s that contain entire sections of questions that have no relevance to the business for bid.”

 

Next, getting the right – and, therefore, experienced – people involved, especially individuals who understand the business a company is looking to bid out, will move the process along much more smoothly.

 

And on Wednesday, SIP-based VoIP call recording provider SIP Print (News - Alert) announced that its separate organization, SIP Print Labs, has created a program that will offer custom call recording products and services for those companies in the Co-Lo VoIP provider and hosted markets.

“Customers, vendors, and channel partners will benefit knowing that the hosted VoIP phone systems certified by SIP Print Labs and integrated with customized SIP Print Systems will exceed their expectations in delivering highly reliable, high performance SIP call recording,” said Jonathan Fuld, chief technology officer of SIP Print.

Stemmed from the increasing need for value add customization – especially in these two sectors – the program will offer financial, legal, healthcare and emergency services, which will compliment the customized call recording. 

While supplied by SIP Print’s separate division, the multi-faceted effort by both departments have brought forth their best efforts to reach those IP-PBX (News - Alert) hosted and Co-Lo vendors, customers and channel partners to customize their SIP-based phone systems with the new recording offer.

  

That’s the top CRM News for this week. Check back next week on TMCnet for more breaking news in the CRM industry.

 

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