Published October 10, 2015

It’s been a big week for cloud contact centers. We’ve examined the major trends of this week, including some theorizing about the future, a merger announced at ITEXPO, and some big moves from Aspect Software.

This week we spent some time projecting into the future of cloud contact centers. Contributor Tracey Schelmetic speculated about the coming technological and managerial changes  in the industry, examining how contact centers went from a “necessary evil” to a “delight” for customers and a way to grow the user base.

TMC’s Joe Rizzo continued our speculations with a report on the imminent age of speech analytics and how that technology is going to affect the industry that helped pioneer it. He concluded that “for real-time speech analytics to be most effective it should be able to both handle a call and also consider data from previous calls to spot overall patterns and trends.” Check out the article to see his other predictions. 

While our writers talked about the future, IntelePeer and Advantone brought it a little bit closer to the present; the two companies announced at ITEXPO that they’ve combined to bring cloud innovation to contact centers across a range of industries. 

Aspect Software made some serious hiring moves this week, showing their focus on global expansion and a dedication to customer service and sales. The company brought in a new Sales Manager in its Australian/New Zealand markets, while bolstering itsEuropean markets with two new Channel Sales Directors. The company also scored a win in its partnership with Derby Group to build up French contact centers.

As always, enjoy your weekend. And for all your cloud contact center industry news, check up with Cloud Contact Center during the week.  

 

This is an article from Cloud Contact Center. For more information, or to view the original article visit http://www.cloudcontactcenterzone.com/topics/cloud-contact-center/articles/411194-cloud-contact-center-week-review-aspect-intelepeer-advantone.htm.

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