Sybase, Datasquirt partner
Sybase 365 has partnered with Datasquirt, a New Zealand company specialising in mobile solutions and multi-channel contact management, reports VAR India.
Targeting contact centres worldwide, the partnership will bring together Sybase 365's expertise in mobile messaging delivery and Datasquirt's hosted software solution for contact management.
The bundled solution claims to enable contact centres to utilise SMS as a two-way real-time channel of communication, to improve both inbound and outbound customer interactions.
Survey reveals security concerns
The launch of new research into consumer attitudes about contact centre identity verification has revealed a range of new opportunities for the channel, states CRN Australia.
The study, conducted by Callcentres.net surveyed 200 Australians about their attitudes towards various identity verification processes currently used by companies in Australia.
Based on survey responses, the study indicated a general dissatisfaction with the level of security provided by PIN numbers, passwords or personal history questions. The survey also found increasing customer demand for new identity verification processes, particularly biometric voice identification.
Ingle opens expanded contact centre
According to TMCnet, Ingle International will soon be opening its expanded contact service centre.
Combining Ingle's experience in customer care together with a contact centre platform from Altitude Software, the new facility is equipped to handle the growing needs of Ingle and its sponsor groups.
The centre includes capabilities for inbound and outbound customer care, email response management, IVR and integrated training and customer management software.
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