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 Tuesday, Interactive voice response, or “IVR,” provider Angel.com announced the addition of over 120 new customers, including PNC (News - Alert) Bank, Astra Zeneca Canada, the U.S. Marine Corps, North Carolina State University and the National Institutes of Health to its customer portfolio.
And, in a time where companies are feeling the effects of a somewhat down economy, the announcement of an expanded client base is a sure sign that despite the speed bumps, Angel.com is doing quite well in a time when others are not.
“It is clear that large enterprise companies and government agencies are embracing cloud computing and all the benefits it brings,” said Dave Rennyson, president of Angel.com in a statement.
Officials with Angel.com said that the company has deployed a variety of Caller First customer engagement solutions, focusing on in-bound and outbound IVR and virtual call center offerings. The deployment of customer engagement solutions focus on Angel.com’s core mission of putting the Caller First in all of its customer engagement solutions.
And, for call center on demand and hosted contact center provider, Five9, a company that continues to report its successes and accomplishments, it seems it is a rare breed of company that continues to stay proactive in today’s tough professional environment.
That being said, the company recently announced that Hi-Rez Studios has deployed its virtual call center suite to support a growing customer base.
“Hi-Rez is exemplary of a company deploying integrated best-in-class on-demand call center software and on-demand customer experience solutions,” said Jim Dvorkin, chief technology officer at Five9. “This is the only way any customer service organization can be built quickly, without up-front capital investment and still deliver a high level of efficiency.”
On Thursday, Telinta has installed billing software provider, PortaOne’s (News - Alert) PortaSwitch as its core VoIP management infrastructure.
Offering complete turnkey billing, switching and customer management platform on software as a service, or “SaaS (News - Alert),” basis to large and small telecommunications companies around the world, PortaOne’s system will serve Telinta’s operations.
In addition, Telinta’s deployment of the billing provider’s software is reportedly one of the largest hosted PortaSwitch installations.
As the core VoIP management infrastructure, PortaSwitch has enabled Telinta to customize its service environment as needed to meet the needs of individual telecoms, according to company officials.
Noting that there are very few that manufacturers make a billing and customer management platform that allows for unique customization, Alex Ferdman, CEO at Telinta, said that the PortaSwitch enables the company to tailor its telecom customers’ needs, yet still retain the upgrades and support PortaOne provides.
That’s the top CRM News for this week. Check back next week on TMCnet for more breaking news in the CRM industry.
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly 'green' technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.
Edited by Kelly McGuire
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