Customer Interaction Solutions articles from April 2006

Customer Interaction Solutions archives from April 2006

The lessons learned in the last 25 years; The first lesson: ignorance is an entrepreneur's best friend!(Publisher's Outlook)
April 1, 2006... Introduction The June 2006 issue of Customer Inter@tion Solutions[R] magazine will represent the culmination of 25 years of publishing and informing the world's contact/CRM centers and customer interaction centers. During that period of...

The dawn of Call Center 2.0.(High Priority)
April 1, 2006... The modern call center industry is about 25 years old, yet it remains on the forefront of customer interactions. Paradoxically, for many years, call centers have not been on the leading edge of technology or foremost in the minds of corporate...

VoIP is ready for prime time in contact/CRM centers.(THE BOARDROOM REPORT)
April 1, 2006... The Boardroom Report provides the CRM, customer interaction and call center industry's view from the top, featuring the sector's first in-depth, exclusive CEO-to-CEO interviews with leading executives regarding industry news, analysis, trends...

The TMC Seal of Approval.(2006 Recommended Vendor List)(Brief article)
April 1, 2006... The following Recommended Vendors have distinguished themselves by winning one or more of TMC's coveted awards, earning them the TMC Seal of Approval. CRM/Contact Center Software/Hardware Amae Software Aspect Software ...

NuContact Center solution: breakthrough solutions often require a whole new company.(Nuasis NuContact Center)(Company overview)
April 1, 2006... The Nuasis NuContact Center[R] is a new approach to routing and responding to customer inquiries. It combines the best capabilities of self-service applications with live agent assistance to provide companies with the greatest flexibility when...

Nuasis launches NuContact Center 3.0.(Customer Inter@ction NEWS)
April 1, 2006... Nuasis Corp. recently announced the availability of its NuContact Center 3.0 software. The new release supports agents located anywhere, higher system scalability and advanced conditional routing based on customer intelligence and business...

Portrait Software enhances CIM Suite.(Customer Interaction Management)(Brief article)
April 1, 2006... Portrait Software, a provider of customer interaction management and predictive customer analytics software, has announced the latest addition to its Customer Interaction Management Suite. The new offering, called Interaction Optimizer,...

Switchvox launches SMB IP-PBX.(Customer Inter@ction NEWS)(Brief article)
April 1, 2006... Switchvox recently announced the launch of its IP-PBX for small and medium-sized businesses (SMBs). According to the company, Switchvox SMB is the only IP-PBX to offer a call event notification application programming interface (API) for...

NICE offers next-gen VoIP recording solution.(Customer Inter@ction NEWS)
April 1, 2006... NICE Systems, a provider of solutions that enable organizations to extract insight from interactions to drive performance, has announced the availability of its next-generation VoIP active recording solutions. New developments include...

eTelecare Global Solutions names President and CEO.(John R. Harris)(Brief article)
April 1, 2006... eTelecare Global Solutions (eGS), a provider of outsourced customer care solutions, announced that it has appointed John R. Harris as President and CEO. Harris will join eGS's Board of Directors and will be based at eGS's headquarters in...

VoiceSage secures first-round funding.(Customer Inter@ction NEWS)(Brief article)
April 1, 2006... VoiceSage, a Cork, Ireland-based provider of interactive notification solutions to the enterprise sector, has announced that it has secured over [euro]1.5m first-round funding. The company has raised the total funding to date to [euro]2.5m....

Voice Print, Syntora and Pipkins partner for solution.(Solution Made Easy)(Brief article)
April 1, 2006... Three contact center software solution providers--Voice Print, Syntora and Pipkins--recently made a joint announcement regarding the launch of "Solution Made Easy," an integrated, modular suite of contact center solutions developed by the three...

Plantronics offers three new products in wireless family.(wireless headsets)(Brief article)
April 1, 2006... Plantronics, Inc. recently announced it has augmented its family of wireless office headset systems with three new products designed to address the communication needs and challenges for all levels of office employees: the CS70 Wireless Office...

Premiere Global Services introduces voice messaging solution.(Customer Inter@ction NEWS)(Brief article)
April 1, 2006... Premiere Global Services, Inc., a global outsource provider of business process solutions, has announced Interactive Notifications, an enhanced voice messaging solution that enables enterprises to deliver automated, personalized alerts and...

Spanlink introduces new call recording solution.(Spanlink Communications Inc.'s Spanlink Quality Management)(Brief article)
April 1, 2006... Spanlink Communications, a provider of customer interaction solutions that leverage VoIP technology, has announced Spanlink Quality Management, a new call recording and evaluation software product designed to optimize team performance in...

ASC adds e-mail response management.(Customer Inter@ction NEWS)(Brief article)
April 1, 2006... ASC, a provider of communication recording and quality monitoring solutions for contact centers, financial institutions and public safety and government organizations, has announced the addition of e-mail response management (ERM) to...

Empirix awarded new patent.(Customer Inter@ction NEWS)(Brief article)
April 1, 2006... Empirix Inc., which helps organizations adopt complex communications solutions with confidence, announced that it has been issued U.S. patent # 6,957,420 for testing non-deterministic behavior of voice and speech applications, a key element of...

Kansas to open call center to recover delinquent child support.(Customer Inter@ction NEWS)(Brief article)
April 1, 2006... The State of Kansas recently announced its plans to open a call center to assist in its child support enforcement endeavors. Kansas' Department of Social and Rehabilitation Services has put in a request for $2 million to fund the call center...

Aspect Software forges distribution partnership for Middle East and Africa.(CTSoft of the Al Yousuf Group )(Brief article)
April 1, 2006... Aspect Software, Inc. recently announced that according to a recently signed agreement, United Arab Emirates-based CTSoft of the Al Yousuf Group will distribute Aspect products in the Middle East and Africa. With expertise in services like...

Telrex introduces new VoIP call recording product for small businesses.(Customer Inter@ction NEWS)
April 1, 2006... Telrex, developer of VoIP call recording and monitoring software for small and medium-sized businesses using IP-PBXs or hosted PBX services, recently announced the release of CallRex Express, a new recording solution designed specifically for...

Left Bank Solutions engages Stevens Communications as partner.(Customer Inter@ction NEWS)(Brief article)
April 1, 2006... Left Bank Solutions Inc. recently announced a strategic partnership and reseller agreement with Stevens Communications Inc., a provider of workforce management solutions to the call center industry. The partnership allows Stevens to deliver...

Sphere Communications announces Sphericall IP-PBX Release 5.(Customer Inter@ction NEWS)(Brief article)
April 1, 2006... Sphere Communications Inc. has announced the general availability of Release 5 of Sphericall, the company's next-generation software IP-PBX. Featuring communications Web Services for business application software integration, SIP trunking and...

Talisma announces version 7.0 of CIM solution.(customer interaction management)(Brief article)
April 1, 2006... Talisma Corporation, a provider of enterprise customer interaction management (CIM) solutions, has announced the release of Talisma CIM 7.0, a comprehensive interaction management suite designed to fully integrate multiple communication...

Compiere appoints new CEO.(Customer Inter@ction NEWS)
April 1, 2006... Compiere, Inc., a provider of open source ERP and CRM applications, has announced the appointment of LaVonne Reimer as Chief Executive Officer. Reimer plans to accelerate the growth of the company and improve speed-to-market through the...

ICT Group expands Maine call center.(Customer Inter@ction NEWS)(Brief article)
April 1, 2006... ICT Group, a global company that provides support services to corporations, is planning to expand its thriving call center in the Nichols-Bass Business & Technology Center in Wilton, Maine, and add between 50 and 60 jobs. Gil Reed, president of...

Saratoga Systems files for patent.(Customer Inter@ction NEWS)
April 1, 2006... CRM solutions provider Saratoga Systems has announced that the company has filed for a patent on a new technology that provides synchronization of complex heterogeneous databases in a fraction of the time of other solutions. This synchronizing...

Enkata 6 brought to market.(Customer Inter@ction NEWS)(Brief article)
April 1, 2006... Enkata, a provider of operational performance management (OPM) solutions, has announced the launch of Enkata 6, a new solution introduced to further the company's pursuit of the OPM solutions market. Enkata's OPM solutions integrate and analyze...

QuestionPro introduces feature to calculate customer loyalty.(Customer Inter@ction NEWS)
April 1, 2006... QuestionPro, a provider of online survey services, recently announced a new feature designed to enable businesses to quickly calculate customer loyalty, a key determinant in a company's overall health. The feature is based on a methodology...

Inter-Tel introduces Contact Center Suite Version 4.0.(Brief article)
April 1, 2006... Inter-Tel, Incorporated, a provider of voice and data communications solutions for businesses, has announced the general availability of Contact Center Suite Version 4.0. A robust software application, Contact Center Suite v. 4.0 offers several...

How "real time" is revolutionizing the contact center: the essential role of real-time analytics, reporting, scheduling and training.(Innovative Solutions From The Workforce Optimization Experts: A Special Editorial Series Sponsored by Voice Print, Pipkins and Syntora)
April 1, 2006... Up until a few years ago, the contact center was an overlooked and relatively untapped source of business intelligence. The full extent of its value to the enterprise as a whole has only come to light in recent years, mainly due to the...

Leaving behind the days of "data rich, information poor".(Innovative Solutions From The Workforce Optimization Experts: A Special Editorial Series Sponsored by Voice Print, Pipkins and Syntora)
April 1, 2006... Call centers have always been bursting with data. These data included information acquired during inbound or outbound telephone calls, e-mail, written communication from postal mail or faxes, order and invoice information, details about...

Customer Inter@ction Solutions celebrates 25 years of excellence.(SPECIAL FOCUS)
April 1, 2006... For 25 years, Customer Inter@ction Solutions magazine has been the voice of the call/contact center, CRM and teleservices industries. We've been often imitated, but never equaled. We have watched the industry germinate, grow, mature and...

What's next for CRM? In the past six months, Microsoft has introduced new technology for everything from customer relationship management to business intelligence. What does it mean for your company?(CUSTOMER RELATIONSHIP MANAGEMENT)
April 1, 2006... We've had the opportunity to work with the Microsoft products in clients' IT environments, and in the process, we've uncovered several important considerations for any company, including those with CRM and business intelligence solutions--or...

Customer Inter@ction Solutions[R] magazine's twenty-first annual Top 50 inbound Teleservices Agencies Ranking.(OUTSOURCING)
April 1, 2006... This is the twenty-first year Customer Inter@ction Solutions 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...

Creating a culture of high performance in the contact center.(WORKFORCE OPTIMIZATION)
April 1, 2006... Running an efficient and effective contact center requires a dedication to excellence. In most contact centers, there are more hidden inefficiencies and performance issues than can be uncovered and corrected. However, the ability to get to the...

Training at the desktop: seven strategies for success.(MANAGEMENT SCOPE)
April 1, 2006... The advent of e-learning as a strategy for training call center agents has yielded an efficient and cost-effective new toolset for sharpening agents' knowledge and skills, but it has also raised a series of challenges. What kinds of instruction...

LumenVox and Digium partner.(SPEECH-WORLD[TM])(Brief article)
April 1, 2006... Speech solutions provider LumenVox has announced that Digium Inc., the creator of open source PBX technologies and Asterisk, a cost-effective approach to voice and data transport over IP, TDM, switched and Ethernet architectures, is currently...

Envision Telephony offers SpeechMiner.(SPEECH-WORLD[TM])(Brief article)
April 1, 2006... Envision Telephony, Inc., a provider of software for the contact center and the enterprise, has announced the availability of Envision SpeechMiner, a solution powered by Utopy which identifies, categorizes, analyzes and reports customer...

Nexidia advances Speech Intelligence.(SPEECH-WORLD[TM])(Brief article)
April 1, 2006... Nexidia, a provider of audio search and speech analytics solutions for government intelligence, contact center management and Internet media, has announced the availability of Nexidia Enterprise Speech Intelligence (ESI) 6.0. From a single CPU,...

Oliver Goldsmith.(SPEECH-WORLD[TM])
April 1, 2006... "The true use of speech is not so much to express our wants as to conceal them." --Oliver Goldsmith (1730?-1774), Irish writer and physician

Forensic speech science (FSS).(Definition Du Jour)
April 1, 2006... The study and measurement of the data transmitted in the human voice for a variety of legal purposes, including voice print identification and authentication, accent identification and lie detection.

The Speech Technology Excellence Awards.(Customer Inter@ction Solutions)
April 1, 2006... Finding cost efficiencies in the call center seems to be following Moore's law: That is, as more and more call centers implement various call center technologies, it becomes more and more difficult to "squeeze" cost savings on each phone call....

Nuasis NuContact Center 3.0.
April 1, 2006... Nuasis NuContact Center 3.0 Nuasis Corp. 303 Bryant St. Mountain View, CA 94041 Ph: 650-318-2200 Not very long ago, call center routing was generally performed with PBXs and ACDs, plus kludgey CTI integration and equally...

A dashboard! My call center kingdom for a dashboard!(Last Call)
April 1, 2006... I love dashboards. Not the kind you have in your car, although I like those, too. I mean the kind that come with certain contact center software solutions, so you can see graphically where you are: calls in queue, how long the next customer in...