Customer Interaction Solutions articles from April 2004

Customer Interaction Solutions archives from April 2004

Discover the huge benefits of IP contact centers; 70-90% attainable cost savings!(Publisher's Outlook)
April 1, 2004... Memo from NT To: The CEO & Senior Management Background: The contact center industry has been blessed with tremendous growth. In fact, if you lost count, this magazine was founded in 1982 to cover this burgeoning space. What is most...

Letters to the Editor.(Letter to the Editor)
April 1, 2004... Dear Editors: I read the article by Tim Searcy on "The Seven Myths of Outbound Telemarketing after DNC" (February, www.tmcnet.com/cis/0204/0204compliance.htm) and have several problems with it. Most important, "the myth of permission...

Better salespeople and aural ecstasy.(High Priority!)(return on investment)(Column)
April 1, 2004... Are you feeling the results of the 80/20 rule in your sales force? You know... 20 percent of your force is selling 80 percent of your product? Perhaps there isn't such a huge difference between your top performers and the rest of your team,...

NetSuite 9.5 includes advanced CRM features.(Netsuite Development Corp.)(Brief Article)
April 1, 2004... NetSuite, Inc. has announced the release of NetSuite 9.5, which adds advanced customer relationship management (CRM) features including line-item billing capabilities, customer mining and segmentation tools and no-click e-mail integration for...

Remedy releases Remedy Quality Management 5.0.(New Products ...)(Brief Article)
April 1, 2004... Remedy, a BMC Software company, announced the releases of Remedy Quality Management 5.0, designed to help companies manage customer issues with their products and to address the complexities of correcting product defects in a customer service...

Angel.com offers IVR Developer Pack.(New Products ...)(Brief Article)
April 1, 2004... Angel.com, a provider of on-demand speech recognition and interactive voice response (IVR) solutions, recently announced the launch of a developer kit that bundles key IVR service components into a single package. The Angel Developer Pack...

Working Solutions adds enhanced transcription tuning.(Working Solutionz Software)(Brief Article)
April 1, 2004... Working Solutions recently added enhanced transcription tuning processes for natural language speech recognition applications to its Speech and Data Services solutions. Applications range from recorded name/address data entry to corporate...

Melissa Data releases Delivery Point Validation.(New Products ...)(Brief Article)
April 1, 2004... Melissa Data has announced the release of a technology designed to allow businesses to send mail and parcels with an improved level of address accuracy. The company said Delivery Point Validation (DPV) was created to help mailers, publishers...

New HelpSTAR edition adds tools for IT asset management.(HELP DESK Technology Corp.)(Brief Article)
April 1, 2004... Help Desk Technology Corp. has announced the release of Version 8.0 of its HelpSTAR software for internal and external help desks. The new edition features a completely redesigned interface that uses hyperlinks to speed navigation, plus a new...

TMC University offers Online Certification in VoIP and related areas.(New Products ...)(Brief Article)
April 1, 2004... Technology Marketing Corporation (TMC) recently announced that our TMC University division will offer a series of Online Certification Courses. Each certification course is a targeted and innovative Webinar featuring comprehensive presentations...

Humantech upgrades Risk Priority Management software.(New Products ...)(Brief Article)
April 1, 2004... Humantech, Inc. recently announced the release of RPM 7, a new version of its Humantech Risk Priority Management software. A Web-enabled solution for industrial organizations seeking to manage their ergonomic improvement process across the...

UniPress Software announces FootPrints.(New Products ...)(Brief Article)
April 1, 2004... UniPress Software, Inc., a provider of Web-based service desk automation software, has announced its FootPrints product line, which offers a range of e-mail management functionality to accelerate and streamline service and support-related...

Artisoft introduces TeleVantage 6.0.(New Products ...)(Brief Article)
April 1, 2004... Artisoft, Inc., a provider of open systems IP-PBX and call center solutions, recently unveiled TeleVantage 6.0, designed to deliver communications capabilities to medium-sized businesses, branch offices and call centers. The release includes...

Siemens Information introduces HiPath ProCenter Agile.(Siemens Information and Communication Networks)(Brief Article)
April 1, 2004... Siemens Information and Communication Networks, Inc. has unveiled HiPath ProCenter Agile application, a contact center solution aimed at small and medium-sized businesses or large enterprises with high-volume call-handling departments. The...

Cisco Systems expands customer contact portfolio across all customer segments.(New Products ...)(Brief Article)
April 1, 2004... Cisco Systems, Inc. has announced the expansion of its customer contact platform focusing on security, interoperability, scalability and customer flexibility. Within the Cisco IP Contact Center (IPCC) product line, Cisco announced IPCC Express...

WebSurveyor releases new Web interface.(New Products ...)(Brief Article)
April 1, 2004... WebSurveyor Corp. has released a new Web interface for its online survey solution. The new interface was designed to enable immediate accessibility and mobility for survey administrators, who will be able to create surveys and access results...

Authoria offers Authoria Manager Advisor.(New Products ...)(Brief Article)
April 1, 2004... Authoria, Inc., a provider of personalized, Web-based human resource communication, has announced the availability of Authoria Manager Advisor, its new software solution designed to bring together all the information managers require to be...

Dictaphone debuts "Trainer" module for ContactPoint WRM solution.(New Products ...)(Brief Article)
April 1, 2004... Dictaphone Corp.'s Communications Recording Systems (CRS) Group recently showcased the ContactPoint Trainer module as part of its Workforce Relationship Management (WRM) solution. Dictaphone said the module is designed to help contact centers...

AIMCall V5 performance management solution now available.(Software )(Brief Article)
April 1, 2004... AIM Technology, a provider of enterprise performance management applications, has announced general availability of AIMCall 5.0, its contact center performance management application. The company said AIMCall 5.0 was created to improve...

Vertical Solutions adds scheduling module to PowerHelp Enterprise CRM suite.(New Products ...)(Brief Article)
April 1, 2004... Vertical Solutions, Inc., a developer of CRM software for support, field service and sales environments, announced the general availability of its PowerScheduler/Dispatch Board module to enhance its PowerHelp Enterprise solution suite. The...

Voice Print introduces Activ! Reliance.(Voice Print International )(Brief Article)
April 1, 2004... Voice Print International has introduced Activ! Reliance, a solution created for the reliable recording and storage of mission-critical communications. The company said that organizations in need of full-time recording for compliance, liability...

Empirix releases version 5.0 of Voice Watch.(New Products ...)(Brief Article)
April 1, 2004... Empirix, a provider of integrated test and monitoring solutions for Web, voice and network applications, recently announced the launch of version 5.0 of its voice application monitoring service, Voice Watch, featuring a new component called...

Eloqua launches Conversion Suite Enterprise Edition.(New Products ...)(Brief Article)
April 1, 2004... Eloqua Corp., a provider of marketing and sales automation services and solutions, has launched its new Conversion Suite Enterprise Edition (EE), a sales cycle acceleration suite designed to extend the capabilities of customer relationship...

StrataCom and ServiceWare announce strategic partnership.(ServiceWare Technologies Inc.)(Brief Article)
April 1, 2004... ServiceWare Technologies, Inc., a provider of knowledge-powered support solutions, has announced it has formed a strategic partnership with StrataCom, a systems integrator, to resell and provide professional services for ServiceWare's...

UCN purchases dedicated customer accounts from Source Communications.(Happenings ...)(Brief Article)
April 1, 2004... UCN, a provider of business telecommunication services, including contact center software applications hosted within its national VoIP network, has agreed to purchase certain dedicated long-distance accounts from Source Communications, LLC. The...

LiveTime support for Red Hat Enterprise Linux 3.(LiveTime Software)(Brief Article)
April 1, 2004... LiveTime Software, a provider of J2EE-based Help Desk and Support Desk software, has announced it has joined the Red Hat Ready Program. Building upon the relationship, LiveTime Software also announced the immediate availability of LiveTime...

Prosodie Interactive and LiveBridge make reseller agreement.(Happenings ...)(Brief Article)
April 1, 2004... Prosodie Interactive and LiveBridge, Inc. announced an alliance to resell each others' services and to partner to provide inbound call center outsource solutions for the North American market. The Prosodie Interactive and LiveBridge integrated...

Altitude Software integrates PGP Universal Server with Unified Customer Interaction.(Happenings ...)(Brief Article)
April 1, 2004... Altitude Software has announced the integration of PGP Universal Server with its Unified Customer Interaction product, with the goal of helping its customers secure confidential e-mail automatically, eliminate end user interaction and reduce...

Rockwell FirstPoint Contact opens office in Shanghai.(Happenings ...)(Brief Article)
April 1, 2004... Rockwell FirstPoint Contact Corp., a provider of call and contact center solutions, has announced it is opening a new office in Shanghai, China to accommodate its developing business in the Chinese call center market. Rockwell FirstPoint...

White Pajama introduces Hosted VoIP Contact Center for Salesforce.com.(Happenings ...)(Brief Article)
April 1, 2004... White Pajama, a provider of Hosted Contact Center solutions, has announced the general availability of its Hosted VoIP Contact Center for Salesforce.com. The newest addition to White Pajama's line of solutions, the Hosted VoIP Contact Center...

Amdocs acquires XACCT Technologies.(Happenings ...)(Brief Article)
April 1, 2004... Amdocs announced that it has acquired XACCT Technologies, Inc., a privately-held provider of mediation software to communications services providers. Amdocs said the purchase will expand the scope of its capabilities in the network mediation...

Edify enters partnership with Microsoft.(Happenings ...)(Brief Article)
April 1, 2004... Edify Corporation, a supplier of voice and speech solutions, has announced that it is entering into a partnership relationship with Microsoft. As a Microsoft Speech Partner, Edify will work with Microsoft to deliver speech solutions for the...

Salesforce.com partners with WebEx Communications.(Happenings ...)(Brief Article)
April 1, 2004... Salesforce.com and WebEx Communications Inc. have agreed to integrate salesforce.com with the WebEx Media Tone Network to create a comprehensive sales automation and communication service delivered on demand, without software. As part of the...

CosmoCom integrates CosmoCall Universe contact center with Cisco Call Manager.(Happenings ...)(Brief Article)
April 1, 2004... CosmoCom has announced that its flagship product, CosmoCall Universe, can now be integrated with Cisco Call Manager (CCM) to enhance that IP-PBX with a set of IVR and advanced contact center capabilities. Current CosmoCall Universe (CCU)...

ACCPAC acquired by Best Software, upgrades hosted service.(ACCPAC International Inc.)(Brief Article)
April 1, 2004... Best Software, Inc. has announced that its UK-based parent company, The Sage Group plc, has completed the acquisition of ACCPAC International, Inc. Prior to the acquisition, ACCPAC was a subsidiary of Computer Associates International, Inc. In...

Harte-Hanks acquires Avellino Technologies Ltd.(Happenings ...)
April 1, 2004... Harte-Hanks Inc. recently announced that it has acquired Avellino Technologies Ltd., a provider of data profiling technology. The company further announced that it is combining Avellino's operations with the Trillium Software division of...

Noble Systems introduces Advisory Panel.(Happenings ...)(Brief Article)
April 1, 2004... Noble Systems Corp, has introduced The Select Noble Advisory Panel (SNAP), an advisory panel designed to help enhance communications between Noble Systems and its contact center technology customers. SNAP is composed of Noble Systems users from...

RightNow granted new patent.(RightNow Technologies Inc.)(Brief Article)
April 1, 2004... RightNow Technologies recently announced that the U.S. Patent and Trademark Office has issued the company U.S. Patent No. 6,665,655 titled "Implicit Rating of Retrieved Information in an Information Search System." The patent, which marks the...

Envision and SIVOX form partnership.(Envision Telephony)(Brief Article)
April 1, 2004... Envision Telephony, Inc., a provider of contact center software solutions, has announced that it is partnering with SIVOX Technologies to provide integration between SIVOX RealCall and the Envision eLearning product, with the intent of giving...

LiveBridge opens call center in Argentina.(Happenings ...)
April 1, 2004... LiveBridge, Inc. a customer interaction services company, has announced the opening of a 700-seat call center in Cordoba, Argentina. The new call center will provide inbound customer service and support for a new contract with a major U.S....

Texas Digital teams up with Forward Systems.(Texas Digital Systems Inc.)(Brief Article)
April 1, 2004... Texas Digital Systems, Inc. (TDS), a provider of real-time visual alert communication solutions, has forged a partnership agreement with Forward Systems, a messaging software and services company. TDS will market and support Forward Systems'...

Correction.
April 1, 2004... In the March issue's 19th-Annual Top 50 Teleservices Agencies Roundup (Outbound), Synergy Solutions Inc.'s Web site was incorrect. The correct Web address for Synergy Solutions, Inc., which ranked at number 21 in the Outbound ranking, is...

Providing champagne service on a beer budget.(Customer Relationship Management)
April 1, 2004... For the small and medium-sized business, establishing a satisfied customer base is the first step in transforming an emerging company into a flourishing enterprise. The challenge for smaller businesses lies in managing the tight constraints on...

Customer Inter@ction Solutions[R] magazine's nineteenth-annual Top 50 inbound Teleservices Agencies Ranking.(Outsourcing)
April 1, 2004... This is the nineteenth year Customer Inter@ction Solutions[R] magazine brings you its "Top 50" Teleservices Agency Ranking. In this issue, we're presenting the "Top 50" inbound portion of the ranking. (The outbound portion of the ranking was...

VoIP in the call center: have we found the holy grail?(Call Center/CRM Management Scope)
April 1, 2004... Still think that Voice over IP (VoIP) is just another technology? Think again. For the call center, now known as the contact center, VoIP is the great enabler. Not only did VoIP turn the call center into a contact center by giving business...

Case study: Accounts Recovery Corporation gains competitive advantage from VoIP call recording and monitoring technology.(Call Center/CRM Management Scope)
April 1, 2004... Accounts Recovery Corporation (ARC) is a fast-growing accounts receivable management company based in Victoria, British Columbia, with branch offices in Vancouver, Burnaby, Winnipeg, Burlington, Montreal, Laval, Moncton and Seattle, Washington....

Contact centers for a virtual world.(Cutting-Edge Technologies for the Contact Center)
April 1, 2004... Currently, the structure of contact centers is changing more rapidly than at any time in more than 30 years of existence. A key reason is the emergence and hasty expansion of the virtual world--a world that is virtual in every meaning of the...

The blended contact center: myth or reality? The keys to building a unified inbound and outbound call center operation.(Cutting-Edge Technologies for the Contact Center)
April 1, 2004... For many years, there has been an ongoing industry discussion about the costs and benefits of blended best-of-breed contact centers that, among other things, leverage resources across inbound and outbound activities. Industry leaders tout the...

Improving the quality of post-sales technical support through virtual on-site technology.(Cutting-Edge Technologies for the Contact Center)(return on investment)(virtual on-site )
April 1, 2004... In today's competitive business climate, the need to "do more with less" is forcing technology companies to cut back on critical technical support resources. In the near term, these cuts move dollars to a company's bottom line. But in the long...

Wireless number portability: the compliance conundrum.(Compliance Technologies & Solutions)(Federal Communications Commission)
April 1, 2004... If one were to take a look at the teleservices industry today, one would see a group of companies reeling from the effects of new legislation enacted at the state and federal levels in 2003. Topping the list of new compliance issues would of...

TMC[TM] Labs review.(TMC[TM] Labs)(Moonfire, call centre software)(Product/Service Evaluation)
April 1, 2004... Organizations with multiple call centers face unique challenges when it comes to deploying, maintaining and administrating technology. For example, separate hardware and software have to be purchased for each location. Also, running meaningful...

How do your call center supervisors measure up?(Managing by the Numbers)
April 1, 2004... In surveys we've done over the past several years, The Call Center School has found that over 80 percent of supervisors and team managers in call centers today were moved into these positions after working as frontline agents. While most new...