Call recording a top concern

According to Interactive Intelligence, call recording is at the top of the shopping list for many contact centre managers, reports Telecommunications Review.

ANZ country manager, Brendan Maree, says that 90% of their clients cite the call recording application, and 25% the screen recording application, as the lead attraction of their integrated solutions.

He says the advantage of combining call and screen recording is that it can be used as a training tool for new agents.

Callcredit Marketing Solutions has opened its Customer Engagement Lab, a purpose-built channel-rich facility to help clients to plan and improve their marketing programmes, reports Call Centre Helper.

The Customer Engagement Lab, which is situated at the heart of their contact centre, brings together the company's expertise in consumer data, communications planning, analysis and campaign execution.

The Lab is believed to be the UK's first such resource enabling clients to work out the best combinations of on and off-line interactions in real-time, to achieve their marketing objectives.

Zoho married its Zoho Mail application and Zoho CRM business application in an effort to improve messaging and collaboration for users of the software-as-a-service (SaaS) provider's collaboration and enterprise applications, according to eWeek.

This integration is aimed squarely at the Google-Salesforce.com integration of the same nature, making the cloud computing rivalry more interesting.

Google and Salesforce.com's integration agreement lets Salesforce.com CRM users access Google Apps, such as Gmail and Docs directly from within Salesforce.com CRM apps.