Dharmesh Shah of hubspot in his blog post in 2007 had predicted death of Telemarketing in 10 years.
Though the mention was for Telemarketing only, it got me thinking whether hubspot is a friend or a foe of call center solutions like Texo.CC . After some thought, I believe the intelligence gathered from the Web Channel (Hubspot) and from Human Interaction and Voice Analytics in Contact Centers can be combined to give some very powerful actionable analytics.
Now that Hubspot has launched a CRM, a platform that has been Call Center Solutions friends for long, I can safely conclude we are friends (for now :)) infact it’s now called a contact centre hub. Read about Agile Customer Engagement hub.
Disclaimer: I am a big fan of Dharmesh Shah and hubspot and we are contemplating using the platform ourselves.