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 MondaySIP-based VoIP call recording provider, SIP Print, discussed that, after reporting a strong, but slightly difficult 2009 due to the current economic recession, the company predicted a shift in the SMB market in the New Year. ,

 

And, SIP Print’s (News - Alert) Chief Technology Officer Jonathan Fuld also touched on the possible evolution of wideband audio and HD VoIP in the SMB in a recent interview with TMCnet’s CEO Rich Tehrani (News - Alert). However, Fuld said that the issue for SMB’s is determining when the recession will end, and how the company’s will hopefully expand and grow as a business.

 

In continuing on 2010 predictions, call center software provider, Five9 Inc.’s Vice President of Product Management, David Van Everen, discussed his hopes to make 2010 a memorable one, after reporting a record 2009. 

In a recent TMCnet interview, Van Everen, said that for its customers who experienced hard economic times these past two year, companies are seeking innovation ways to cut costs. With that being said, migrating to an on-demand call center software platform like those offered by Five9 has become more financially sensible, which lead to a more profitable year for the provider. 

Additionally, Van Everen said the company is seeing enterprise customers shift to a software-as-a-service, or “SaaS,” model, which increases the importance of reliability and uptime on a company like Five9.

As always, customer relationship management, or “CRM,” software provider, Salesforce.com, had a busy week, announcing Bluewolf as the training center of the year, and reporting an integration with Parker Software.

 

Bluewolf, an agile consulting, remote database administration and IT resourcing company, was named Salesforce.com’s (News - Alert) “Authorized Training Center of the Year,” for 2009 due to its ability to offer the best instructors and training classes for Salesforce.com customers.

Parker Software Ltd. has taken its product, WhosOn, a solution that tracks, engage, and reports on visitors to a Web site in real-time through live chat and Web analytic, and integrated it with Salesforce.com and Microsoft (News - Alert) Dynamics CRM platforms. 

Ian Rowley, business development manager for Parker Software, said that the company’s agility to respond to its customers needs quickly gives the company an advantage over the competition. 

“This integration with both Salesforce.com and Microsoft Dynamics offers huge time savings for our customers using CRM platforms to collect data about their customers,” Rowley added.

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