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Avaya IP Office includes contact center: CRM news

Avaya IP Office has a new release, 8x8 is improving virtual contact center offerings, and InTouch has new offerings for CRM pros.

Avaya adds contact center to IP Office

Avaya Inc. has announced a new release of Avaya IP Office telephony, featuring the ability to support contact center functionality inside IP Office. The company initially intended to release version 10.0 of Avaya IP Office later this year, but has since altered its plans and the software is out now. IP Office is geared toward small and medium-sized businesses with 10 to 20 users, and is often marketed to companies new to contact center technologies.

Cloud telco company 8x8 to improve virtual contact center offerings

More on Avaya contact center functionality

Avaya's contact center suite gets overhaul

Avaya helps healthcare organization achieve first call resolution

Cloud telecommunications provider 8x8 Inc. has announced an upgrade to its Virtual Contact Center suite. A major part of the upgrade was around improved mobility and security, but other features include virtual queuing, a chat interface and reporting wizards that will give supervisors greater insight into agent productivity, as well as greater customizability, browser support and other improvements. The upgrade is free to all existing 8x8 Virtual Contact Center subscribers.

New resource for CRM professionals

InTouch Solutions has launched a new online resource center for customer relationship management and contact center professionals. The resource center is designed to provide information on all employees, from entry level to C-level, within the sales and service industries. Topics covered will include automated surveys, marketing tips and mobile customer service, and are intended to help CRM pros learn more about their industry, analyze trends and evaluate products on the market.

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Lena - these platforms are definitely starting to move in the right direction with their cloud contact center improvements. A lot of this is based on integrations with third party applications like CRMs as well. Companies like Tenfold provide great solutions that allow businesses to easily connect phone systems like 8x8 and Avaya to CRMs such as Salesforce, Oracle Sales cloud, MS Dynamics, ZenDesk and many others.

This seems to be the next step in the process beyond just the call center functionality and analytics.