Tech Talk Featured Article

TMCnet's Call Recording Week in Review

December 31, 2011

By David Sims, TMCnet Contributing Editor

Goodbye to 2011, here’s hoping 2012 is a year of blessings and prosperity and that the Mayans weren’t right.

Lots happening in the call recording space, let’s get you caught up.

Intellisys, a Utah-based provider of business phone and communication solutions, announced that Horizon Credit Union, a company that has been proving personalized financial services in Utah for more than 50 years, has realized significant cost savings and improved internal communication after implementing a new Zultys (News - Alert) MX250 communication system.

With more than 14,000 members and five branches across Utah, Horizon Credit Union is a premier provider for affordable financial services, offering a full line of auto, business, mortgage and recreational loans. With a strong commitment to providing excellent personalized services to each member, Horizon relies on their communications technologies to fulfill their core mission.

“We determined that there were a few things we needed to focus on. First of all, we needed something that would allow us to communicate effectively with our members. It also had to be reliable and easy for our staff to use,” said Randy Gailey, CEO, Horizon Credit Union.

Also, TMC’s (News - Alert) Mini Swamy noted that DOW Networks, a next-generation, international telecom company that serves business customers worldwide, has a broad portfolio of services and solutions that has positively impacted its customers around the world. This has resulted in unprecedented growth in 2011.

When DOW Networks commenced business in 2001, it had only two offices in Atlanta and Georgia. However, in the span of ten years, it acquired core clients from the gaming, tourism industry and financial services. With its customer-centric approach and commitment to providing best-in-class services, the company went from strength to strength and expanded its reach across the globe.

Moreover, DOW's reputation in the hosted telephony industry was enhanced by providing reliable and transparent customer service with technical support. Its focus was always on timely resolution of problems and building mutually-beneficial relationships.

And Anuradha Shukla wrote that the global CRM applications market is set to reach $18.2 billion in 2011, up 11 percent from 2010, according to latest results from IDC’s (News - Alert) Worldwide Semiannual Customer Relationship Management (CRM) Applications Tracker.

The research firm notes that out of the four functional markets, Sales, Marketing, and Customer Service are each expected to achieve double-digit growth in 2011. The Contact Center functional is also expected to recover very strongly from a prior year decline of 3.6 percent.

Americas and Europe will be registering at least double the growth of 2010, according to the tracker that monitors about 190 CRM vendors (global and local) across a total of 49 countries globally.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

blog comments powered by Disqus