Cisco Systems

Cisco System announced:

… new security, scalability and desktop application enhancements for its customer contact center solutions aimed at helping companies of all sizes improve customer service.

The enhancements are all part of the Cisco Customer Interaction Network — a continuously evolving suite of innovative, multi-channel services and customer relationship management (CRM) applications. The SIP-enabled Customer Interaction Network allows customers to intelligently route customer interactions to the most appropriate contact center agents, regardless of their location. SIP support will allow businesses to take advantage of “presence” knowledge for better visibility to agents and experts throughout an enterprise and extend contact center capabilities to non-contact center workers.

“SIP provides a standards-based approach to enabling IP communications with numerous devices and applications and our unique position in the market allows us to offer a SIP-enabled contact center that is part of the entire business solution,” said Laurent Philonenko, vice president and general manager of the Customer Contact Business Unit at Cisco. “This is just the first phase of our SIP contact center solution. Cisco is very active in the ongoing development of the SIP standard and chairs several groups committed to SIP development.”

Source: BusinessWire

Salesboom.com

Salesboom announced the release of its Microsoft Outlook integration software:

Salesboom.com, industry leading On-Demand Customer Relationship Management (CRM) / Sales Force Automation (SFA) service provider today announced the release of its much anticipated CRM Outlook Integration Software add-on, touting more functionality than that offered by its major competitor, Salesforce.com. The new Microsoft Outlook CRM Integration, which is available immediately to all Salesboom.com customers and 30 Day Free Trial users, can be used as a compliment to the Salesboom webmail CRM system or as a standalone CRM Outlook email solution. The Outlook based CRM piece boasts full integration into the Salesboom web-based Contact Management software and Lead Management software, as well as the never-before seen functionality of full integration with Salesboom’s web-based Case & Solution Knowledge Management Database.

Source: EMediawire