Real Time Communications Featured Article

Real Time Communications Week in Review: Acticall, Sitel, CallMiner

July 18, 2015

Real Time Communications (RTC) made lots of headlines this week as more and more users across the globe come to except greater from their communications applications and services.

News from Pyramid Research notes mobile subscriptions in the Latin American Market will near a billion by 2020.

According to the research, Latin American mobile subscriptions will total 757.2 million by the end of 2015. This represents around 10 percent of the global total. And, reach 885 million by the end of 2020.

Speaking of mobile, Convo has announced a new version of its collaboration platform is now available for ioS and Android users.  The Firepower offering is aimed at helping the mobile workforce to have all of the information they need out in the field in real-time.

Also focused on interactions with customers in real-time, Foxtons, a London-based real estate agency, selected CallMiner to provide its Eureka and EurekaLive interaction analytics software.

 “Having the ability to look inside our customer interactions means that we can better serve our customers and gain an understanding of what our customers are saying to us every day,” Rafferty said. “In addition, the ability to naturally discover what is trending on our calls, without having to define specific searches, will give us a competitive edge when it comes to spotting new trends in the market.”

In-app support that happens live, in real-time, was the topic of a piece by feature contributor Tracey Schelmetic this week. The article looked at

Image via Shutterstock

the ways Omnichannel communications are making a splash in the call center today and what role real time communications plays.

“While customers like finding answers themselves, they want a live agent to be available to them when they can’t resolve their own issues. For many companies, this means a real-time communications (RTC) session in a voice call. Increasingly, however, companies are offering video as a means of communicating directly with a company representative,” Schelmetic wrote.

Finally, in a move that is set to revolutionize worldwide customer care, Acticall announced it will acquire Sitel. The transaction is expected to close within 90 days and is subject to government and regulatory approvals.

“The combination of Acticall’s deep expertise in customer relationship management and Sitel’s reputation for delivering outstanding customer experiences will significantly raise the bar for outsourced customer care services. We look forward to applying innovative technologies and forward-thinking strategies to further delight our clients and their customers each day,” Sean Erickson, Sitel’s EVP, Chief Marketing & Infrastructure Officer told Real Time Communications World.

Here are some of the other hot topics posted this week that you’ll want to check out:

Why Offline Can Be as Sexy as Online: Not Just A More Productive Ride at 20,000 Feet!
Everyone is Pushing Open and Ubiquitous Web Environments - But How Far? A 360-Degree Customer View Helps Keep Customers from Attraction to Retention
Advancements in WebRTC Create Opportunities for Expanded RTC

That’s all for this week. Be sure to check back for all the latest Real Time Communications news as it happens. Until next week …

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