Virtual contact center provider 8x8 secures a new patent: CRM news

A contact center infrastructure provider secures a patent, and other news from the CRM market.

8x8 secures a new virtual contact center patent

Cloud communications provider 8x8 Inc. of San Jose, Calif. announced on Jan. 2 that it has been awarded a new patent. United States Patent No. 8,619,967, entitled "Networked Contact Center," was issued on Dec. 31 and is a continuation of Patent No. 8,275,116, which was issued to 8x8 in September 2012.

This patent is related to the multi-tenant contact center nature of 8x8's offerings and also enables networked contact center platforms to access data locations that are associated with the tenant and shared by two or more multiple tenants.

Virtual contact center company gives back

Leadership at Xact TeleSolutions of Unity, Maine, decided that the 2013 holiday season was the right time to give back in a way few can: by providing contact center infrastructure and services at a discounted rate to nonprofits, including two Meals on Wheels programs in Texas and Operation Stephen's Touch, a compassionate listening service for members of grieving military families.

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"In addition to helping nonprofits year-round and during the 2013 holiday season, we're also showing people that we're capable of offering the genuine support other call centers lack," Lynn Fick, president of Xact TeleSolutions, said. "While our main mission here is to help these amazing organizations, Xact benefits in the process by displaying its well-roundedness and sincere approach." Xact TeleSolutions' leadership plans to continue its philanthropic efforts year-round.

Microsoft acquires customer care software company

Microsoft has announced it is purchasing Herndon, Va.-based Parature Inc., a customer care software company it has previously partnered with. Microsoft's leadership has said that it plans to use Parature to fill in the gaps in Microsoft Dynamics CRM, where Microsoft execs hope Parature's superior social media listening, multichannel integration and self-service technologies will help make the product more competitive with Salesforce.com's and Oracle's customer service offerings.

Oracle acquires (yet another) cloud marketing company

Software giant Oracle Corp. has announced it will purchase San Bruno, Calif.-based Responsys Inc., a cloud-based firm that specializes in digital marketing and customer relationship management. "When combined with the full Oracle Customer Experience Cloud … companies will be empowered to orchestrate individualized experiences that extend from marketing to commerce to sales to service to support," said Thomas Kurian, executive vice president of development at Oracle. The reported cost of this acquisition is $1.5 billion.

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