American Support is leveraging Salesforce.com (News - Alert) and LiveOps contact center-in-the-cloud technology to bolster the operations of its customers.

Cobridge Communications assisted American Support in implementing the Salesforce.com model for managing the company’s customer interactions.

This announcement was made by American Support’s president and CEO Matt Zemon during a panel discussion held during Dreamforce 2011 in San Francisco.

During this event Zemon emphasized that contact centers in the cloud offer cable operators a foundation of availability, security, scalability, self service, ongoing innovation and disaster recovery.

“American Support believes the key to success for cable operators is tied to the speed at which they receive actionable data,” said Zemon. “With Salesforce.com working alongside CSG International and LiveOps (News - Alert), cable operators have the ability to be alerted when subscribers, prospects or operations are behaving outside of the norms. This empowers them to react faster and take back control of the situation to better enhance the customer experience and to protect their subscribers.” 

American Support provides complete back-office services to the telecommunications industry, and focuses on growing revenue & subscribers for its clients. The company notes that this panel discussion was moderated by Sheila McGee-Smith, president of McGee-Smith Analytics. According to Smith, the cloud isn’t just about data centers, it’s also about applications, such as contact centers.

“The combination of American Support’s customer service operations with the analytics offered by Salesforce.com has enabled us to streamline our operations creating a more efficient and profitable operation,” said Chad Rycenga, Cobridge’s CIO and the third panelist.

Read a related article at TMCnet “Glance Networks Launches v 2.0 of Glance for Salesforce its Screen-Sharing Technology.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, happening now, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

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