Mansa and Salesforce.com, Interior Concepts, Call Center Focus, ThinkingSuite

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Mansa and Salesforce.com, Interior Concepts, Call Center Focus, ThinkingSuite

San Francisco-based Mansa Systems officials are saying their company is “the only boutique IT consulting services company among Salesforce.com consulting partners that focuses on small, mid and enterprise markets by having onshore, offshore and nearshore centers for North America customers.” The near and off-shore locations are in Costa Rica and China.

Their product is an enterprise application services provider with main focus and proficiency in Software-as-a-Service applications implementation, cloud application development, cloud telephony development, data management, business intelligence and mobile application development. The company provides Salesforce implementation, customization and integration services and force.com application development services.

Mansa was founded in 2006 by Siva Devaki and Arti Devaki, and has focused on systems integration for small to midsized businesses since then. According to Devaki, CEO of Mansa, “It didn’t make sense to butt heads with the Big Five, so we targeted the SMB area where there was less competition."

Today Mansa claims customers globally “from various industries like education, entertainment, professional services, semi-conductor, clean energy, real estate and nonprofit.”

Read more
here.



A company dealing with sensitive information in their call center has received customized workstations, featuring a locking chase system that physically secures customer service representative computers from access by agents.

Interior Concepts, a manufacturer of call center furniture, has announced that as part of a recent contract it was awarded in Michigan, it installed customized workstations featuring a locking chase system that greatly heightens security for the information contained in them.

Company officials said that this makes it difficult for anyone other than IT to access the computers. This may be especially important for call centers with healthcare clients and their HIPAA regulations, or for call centers that deal with especially sensitive information.

The contract, for a Texas-based provider of inbound and outbound customer interaction products, called for a new 37,000 square-foot facility in Michigan. Over the next few years, the company plans to hire 300 agents.

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here.



Large business-to-consumer (B2C) organizations are “shifting the focus of their call centers to become revenue generators rather than simply answering customer queries or executing transaction requests,” according to research findings from Portrait Software, a provider of customer interaction optimization software and now a part of Pitney Bowes Business Insight.

"Organizations are realizing that traditional, outbound marketing, particularly via the telephone, offers diminishing returns for the business," says Luke McKeever, CEO, Portrait Software. "As such, the future of the customer relationship resides in sustained, informed and tailored customer service and the call center is a critical factor in this process.

Conducted by Loudhouse Research, the study surveyed strategic decision-makers at UK and US in-house call centers and found that “69 percent of large B2C organizations view their call centers as business-critical revenue generators.”

To meet this demand for call centers to deliver revenues, study officials say, 60 percent of respondents cited “the need for better integration of inter-departmental customer data” as a key focus for the next 12 months. In particular, “the need to integrate call center data with online customer service” was seen as a primary focus for the next 12 months, with 54 percent of decision makers citing this as a key challenge for the year ahead.

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here.



Enterprise cloud communications service provider, Thinking Phone Networks, announced a “rebranding campaign,” which company officials said will focus on “the importance of business analytics and application integration to driving enterprise unified communications deployment success and value.”

Included is all the usual things a full rebranding effort would entail, a new corporate identity, a new website presence, and re-naming of the company's suite of enterprise unified communications services, which will now be offered under the ThinkingSuite ecosystem brand.

From where we sit it looks like a good idea, less clumsy and more memorable. Just make sure your customers still know where to find you, that’s the trick with rebranding, making sure everybody gets the memo.

Read more
here.



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