Telecom Company DOW Networks is expanding its services to support growing demand of its contact center clients around the world. The company will soon be designing and building a new data center to provide increased disaster recovery and redundancy for its call center services and international toll free numbers clients. DOW Networks provides voice over IP services to international businesses. The company offers a full suite of call center software including interactive voice response, call recording, call monitoring, workforce management, hosted predictive dialer, broadcast dialing, and call reporting.
Well, you've taken the “Is a blind date right for you?” quiz and the “What's Your Disco Name?” quiz. Now, it's time to find out what your IQ is...not yours, your call centers’, particularly if you work in the healthcare business. Can a call center have an IQ? Of course. Just as there are efficient people and discombobulated people, there are properly managed call centers and chaotic call centers. While you may feel in your gut which your call center is, you may be less efficient than you think you are.
Microsoft (News 
- Alert) Dynamics CRM customers will now be provided with a new mobility solution from Microsoft which will feature mobile solutions from CWR Mobility. The partnership between the companies, which was announced by CWR Mobility, will result in the Q2 2012 service update release of the Microsoft Dynamics CRM Mobile which will allow customers to benefit from an enhanced level of mobile CRM value.
Control is essential, especially for smaller call center players, and sacrificing the ability to oversee any of the utilities holding your organization together is generally something that most call centers look to avoid. It is perhaps for that reason that there are some call centers still reticent to employ a cloud based option.
But while removing on site appliances and the teams to oversee them can at a high level look like a sacrifice of control, when you look deeper, employing cloud-based call center services provides quite a few benefits. While the cloud based call center option is expanding, if you haven’t considered it previously here are a couple reasons why you probably should.
Finally, as consumers find more and more data at their disposal – a mix of news, research, communications, opinion, entertainment and social media – many are finding it increasingly difficult to interact with all that data. We are literally getting buried under the sheer weight of stuff that – while technically is available to us – is unmanageable, unwieldy and just hard to find.
To help solve this problem, customer experience management company 24/7 Inc. has joined forces with Microsoft to combine natural user interfaces (NUIs) and data analytics at the cloud scale, to enable customer-facing companies to be able to easily manage and manipulate large amounts of data to the benefit of the customer experience.
That's all for this week in the world of call center services. See you again next week!
Tracey Schelmetic is a contributing editor for TMCnet. To read more of Tracey's articles, please visit her columnist page.
