Contact center news announced recently:

Brink's Home Security has been recognized for a third consecutive year for call center operation customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program.

Brink's call center operations in Irving, Texas and Knoxville, Tenn., handle thousands of alarms, telephone calls, e-mails, and other correspondence each day from more than 1 million customers. The call center operations successfully passed a detailed audit of their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.

As part of its evaluation, J.D. Power and Associates conducted a random survey of Brink's Home Security customers who recently contacted its call center.

Hewitt Associates Inc. has announced that it has entered into a 10-year agreement with Catholic Health Initiatives, a national nonprofit health corporation, to provide HR business process outsourcing services.

Financial terms of the deal were not disclosed.

Under the terms of the agreement, Hewitt will provide HR business process outsourcing services, including contact center, recruiting, relocation, health and welfare, and workforce administration services to about 45,000 Catholic Health Initiatives employees in the U.S.

CitiStreet has announced it will provide full defined contribution and defined benefit administration, along with health and welfare services to American Family Insurance, the nation's third-largest mutual property and casualty insurer.

The agreement marks an expansion of the companies' long-standing business partnership; CitiStreet has provided defined contribution benefits outsourcing services to American Family Insurance since 1994.

Under the new agreement, CitiStreet will continue to perform administration for American Family's defined contribution plans, and add administration services for the defined benefit and health and welfare plans. Services also include a contact center and communications and education for the 8,300 employees in the plan.

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Vendor of contact center workforce technology, IEX Corporation, a Tekelec (News - Alert) company, has announced ContactCenterWorld.com has named the TotalView Workforce Management system this year’s winner of the 2006 Members’ Choice Award for the Americas.

“We are honored to receive this prestigious award. I would like to thank all of the customers who voted for us,” said IEX President Debbie May.

Launched in the summer of 2002, the Sixth Annual Members’ Choice Awards are the industry’s first independent awards program where users vote for their favorite solution providers. There are no judges and no panels. Each award is based on the quality of all votes received.

David Sims is contributing editor for TMCnet. For more articles please visit David Sims' columnist page.