Customer Interaction Solutions articles from August 2004

Customer Interaction Solutions archives from August 2004

8 steps for: taking customer loyalty to the next level; Because companies live or die from repeat business.(Publisher's Outlook)
August 1, 2004... In last month's editorial, we covered some unbelievable practices that are going on in some companies. I urge you to read that editorial as a prerequisite to this column. [ILLUSTRATION OMITTED] The Vital Necessity Of Customer Loyalty...

TMC launches "Speech-World" Conference in Dallas this November 30-December 2, 2004.
August 1, 2004... www.speech-world.com New Event This Fall Focused On Speech Technology Solutions To Be Co-Located With IP Contact Center Summit. Technology Marketing Corporation (TMC[R]), the world's leading media company in call centers and CRM since...

Insider view on teleservices industry evolution.(High Priority!)(Interview)
August 1, 2004... Ray Hansell is the cofounder of RMH Teleservices, a company that has been ranked on Customer Inter@ction Solutions[R] Top 50 Teleservices Agencies ranking for over 20 years. In the early 1980s, RMH launched its business by offering consulting...

2004 Teleservices Outsourcing Recommended Vendor list: the TMC Seal of Approval.
August 1, 2004... The following Recommended Vendors have distinguished themselves by winning one or more of TMC's coveted awards, earning them the TMC Seal of Approval. West Corporation Creative Marketing Strategies InfoCision Management...

2004 CRM/Contact Center Software/Hardware Recommended Vendor list: the TMC Seal of Approval.
August 1, 2004... The following CRM/Contact Center Software/Hardware 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 Aspect...

Extraprise to unify customer acquisition, management and retention.(New Products)(Brief Article)
August 1, 2004... Extraprise, an international consulting firm, has announced Insight-to-Interaction (i2i), an integrated set of services to manage the complete customer life cycle from raw data, to a lead, to a target prospect, to a high-value account. The i2i...

Toshiba upgrades server-based business communications system.(New Products)(Brief Article)
August 1, 2004... Toshiba America Information Systems, Inc., Digital Solutions Division (TAIS DSD) has announced the availability of Toshiba Strata CS Release 6.0, a software update aimed at providing increased flexibility, call-handling features and improved...

SandCherry selects Paraxip to simplify telephony connectivity.(New Products)(Paraxip Technologies)(Brief Article)
August 1, 2004... SandCherry, Inc. has selected Paraxip Technologies' speech-optimized media gateway software to simplify telephony connectivity into its SoftServer platform. In using SandCherry's Telephony Connector powered by Paraxip, companies can have a...

ATG unveils new customer experience solutions.(New Products)(Brief Article)
August 1, 2004... Art Technology Group, Inc. (ATG), a provider of adaptive interactive software for high-end consumer-facing companies, has unveiled new solutions to enhance the ability to assess and improve online marketing, sales and service effectiveness. The...

Epsilon unveils technology initiatives for better business intelligence.(New Products)(Brief Article)
August 1, 2004... Epsilon, a relationship marketing company, has announced the launch of Technology in Play, a center for database marketing innovation, enabling Epsilon clients and prospects to prototype, experiment and test advanced database marketing tools...

Vodavi enhances VoIP capability.(New Products)(Voice over Internet Protocol )(Brief Article)
August 1, 2004... Vodavi Technology, Inc., a provider of traditional and next-generation business telecommunications solutions, has announced the availability of the TeleniumIP phone on its XTS Communications System. This VoIP application is meant to enhance the...

eGrabber launches software to automatically capture contact details.(New Products)(AddressGrabber 3.5)(Brief Article)
August 1, 2004... eGrabber, a developer of software products providing solutions for lead management and e-business, has launched AddressGrabber 3.5 to extract full contact information off any source from the computer screen and transfer it into a CRM program....

Salesnet launches industry-specific editions of On-Demand CRM.(New Products)(Telecommunications Services Edition)(Brief Article)
August 1, 2004... Salesnet, a provider of online CRM software focused on driving sales effectiveness, has announced the On-Demand CRM's generally available industry-specific editions. Focusing on telecommunications services, commercial lending and...

PeopleSoft updates four Enterprise CRM suites to v8.9.(New Products)(Brief Article)
August 1, 2004... PeopleSoft, an enterprise application software company, has announced the general availability of PeopleSoft Enterprise Customer Relationship Management (CRM) 8.9 Sales, Marketing and Partner Relationship Management (PRM), as well as PeopleSoft...

EADS Telecom enhances Pointspan Sync Manager to include Telident e911.(New Products)(Brief Article)
August 1, 2004... EADS TELECOM, a subsidiary of EADS North America and provider of enterprise telephony solutions, has announced enhancements for Pointspan Sync Manager 2.0 that add Telident e911 software to the list of third-party applications integrated with...

UniPress Software expands service desk integration capabilities.(New Products)(Brief Article)
August 1, 2004... UniPress Software, Inc., a provider of Web-based service desk automation software, has announced the immediate availability of FootPrints Dynamic SQL Database Link, an add-on module that dynamically integrates SQL-based data, including contact...

TuVox enhances its automated call center solution.(New Products)(Brief Article)
August 1, 2004... TuVox, a provider of conversational speech technology call centers, has announced the availability of TuVox CVR 4.0, a new product designed to dramatically improve the way speech applications are developed, deployed and maintained. TuVox CVR...

Mercom offers digital recording system for legal/law enforcement/business/government venues.(New Products)(Brief Article)
August 1, 2004... Mercom Systems, Inc., a provider of multimedia recording and agent evaluation tools for contact centers, has announced the release of Veri-Scribe, an advanced digital recording system for use in courtrooms, hearing rooms and business meetings....

Voice Print and NEC deliver enhanced call recording.(New Products)(Brief Article)
August 1, 2004... Voice Print International, a provider of integrated communications solutions for digital voice, data and screen recording and quality management, has announced the availability of its new seamless integration with the OAI link on NEC phone...

Call Compliance announced new compliance service for teleservices.(New Products)(Brief Article)
August 1, 2004... Call Compliance, Inc., offered in partnership with TeleBlock licensed telephone carriers, has announced its delivery of a new Wireless Number Blocking service to the teleservices sector. This new service will be delivered via Call Compliance's...

Maximizer software.(Brief Article)
August 1, 2004... www.maximizer.com Product: Maximizer Enterprise 8 Since installing its CRM system, the client company has been able to grow its customer base and generate more revenue. Additionally, Maximizer Enterprise has saved the company hundreds...

NEC Unified Solutions and Zeacom to deliver contact center solution.(Happenings)(Brief Article)
August 1, 2004... NEC Unified Solutions, Inc., a provider of integrated communications solutions for the enterprise, and Zeacom, Inc., a provider of contact center and call-handling solutions, have entered into a strategic alliance to deliver Q-Master to deploy...

Onyx Software and Interactive Intelligence offer integrated CRM/contact center solution.(Happenings)(Brief Article)
August 1, 2004... Onyx Software Corp., a worldwide provider of customer relationship management (CRM) solutions, and Interactive Intelligence Inc., a global developer of Microsoft-based business communications solutions, have signed an alliance agreement...

Amcat and telemarketing industry show commitment to reduce silent calls.(Happenings)(Brief Article)
August 1, 2004... Amcat, a supplier of contact center solutions, hosted a series of educational seminars in May and is reporting growing commitment and enthusiasm from the telemarketing industry to improve best practices for outbound telephone contact. Delegates...

Phonetic Systems and V-Enable launch two voice-activated multimodal apps with wireless.(Happenings)(Brief Article)
August 1, 2004... Phonetic Systems, a provider of speech recognition solutions, and V-Enable, a developer of mobile multimodal platform technology, have announced that U.S. Cellular has launched two multimodal applications for their customers. SAY IT. BIZFINDER...

Industry veteran to lead Vidus.(Happenings)(Brief Article)
August 1, 2004... Vidus (formerly a.p.solve) has appointed Martin Knestrick CEO of the field service automation software provider. Knestrick, a high-tech industry veteran with established international experience, has been involved with Vidus in an advisory role...

Contact center knowledge management--new relevance and best practices for today's business environment.(Customer Relationship Management)
August 1, 2004... Survey after survey continues to confirm that contact centers are critical to customer retention and growth, particularly in today's business environment. In fact, 83 percent of participants in a 2003 Aberdeen Group survey said their contact...

Five steps to successful knowledge management in your service center.(Customer Relationship Management)
August 1, 2004... Knowledge management--like so many other popular industry terms--has certainly suffered from its share of hype and misrepresentation. But that doesn't change the fact that the right approach to knowledge management can have a tremendous...

Optimizing knowledge resources to drive customer value.(Customer Relationship Management)
August 1, 2004... Knowledge management is an umbrella term comprising all the tasks associated with gathering and disseminating information to meet specific needs for learning and action in an organization. Because the very nature of support and service business...

I run a contact center. I need wallboards, right?(Call Center/CRM Management Scope)(Related Article: Did You Know?)
August 1, 2004... Display Technologies (Then) For many years, the de facto leader in real-time display technology was the LED wallboard, a.k.a. the "reader board." For most people, it would be ludicrous to even think of running a contact center without...

Voice over IP: hitting home runs in the contact center.(IP Contact Centers)(internet protocol)
August 1, 2004... Every spring, the first game of the season fills my leisure time with visions--of baseball and speculations about the prospects for my favorite team. Sometimes those visions color my product management job, and I then find myself reviewing...

Lost in IVR: the hidden costs of pushing high-value customers through self-service.(Cutting-Edge Technologies for the Contact Center)(interactive voice response)
August 1, 2004... "Your call will be answered in the order received." These nine little words could be the most costly words spoken to customers today. Yet, every day this phrase, or some variation, is voiced millions of times to customers who are routed...

FAQs are stubborn things.(Cutting-Edge Technologies for the Contact Center)(frequently asked questions)
August 1, 2004... A section for FAQs (frequently asked questions) is novel, beneficial and efficacious for Web sites' customer self-service--if it were still 1993. But at present, we habitually ask questions and expect them to be clearly, distinctively and...

Turning customer service into a conduit for sales and marketing.(Cutting-Edge Technologies for the Contact Center)
August 1, 2004... Every industry is experiencing the increasing commoditization of its products due to limited product differentiation. In our technological age, speed to market is an understatement. As a result, it is difficult for companies to stand out among...

TMC[TM] Labs review.(TMC[TM] Labs)(Product/Service Evaluation)
August 1, 2004... Predictive dialing, inbound skills-based routing and DNC compliance are all critically important to call centers. SER's Call Processing System (CPS) is one of the most powerful call management systems available that includes all of the...

Edify announces Developer Network.(Speech-World[TM])
August 1, 2004... Edify Corporation (an S1 subsidiary company that supplies voice and speech solutions) has announced two events: the launch of the Edify Developer Network and the availability of an open-source version of the Edify Virtual Attendant (EVA). The...

SALT Forum advances mobile content delivery with enhancements to Scalable Vector Graphics specification.(Speech-World[TM])(Speech Application Language Tags)(Brief Article)
August 1, 2004... The SALT Forum, comprised of a group of companies that collectively aim to accelerate the use of speech technologies in multimodal and telephony systems, has published a SALT profile for. the World Wide Web Consortium's (W3C) Scalable Vector...

Can't stand the acronyms? Customer Inter@ction Solutions[R] presents "the standards: a primer".(Speech-World[TM])
August 1, 2004... The principal standards and standardized APIs (application program interfaces) that guide the operation and interaction of components in speech architecture are listed and described below. The agency responsible for each standard or API is...

A view from the outside: defining external call center performance metrics.(Managing by the Numbers)
August 1, 2004... The long-term success of any organization, and particularly a service organization such as a call center, depends upon continuous improvement. Most call centers have numerous measures of individual, team and overall call center performance....

Corporate profiles.(Advertising Supplement)(Advertisement)
August 1, 2004... This is a special advertising supplement to Customer Inter@ction Solutions[R] magazine. The information contained in each Corporate Profile was prepared and submitted as it appears by the featured company, not by Customer Inter@ction...

Amcat.(Advertising Supplement: Corporate Profiles)(Advertisement)
August 1, 2004... Amcat Contact Center Suite The smart way to make contact Since 1991, over 1000 customers worldwide Inbound, outbound and blended multi-channel contact Amcat Contact Center Suite is a multi-channel communication and call center...

Aspect Communications Corp.(Advertising Supplement: Corporate Profiles)(Company Profile)
August 1, 2004... "If you're looking for a BETTER way to unify your contact center, look no further than Aspect." Aspect solutions unify the contact center by integrating the applications that drive communications, information, and workforce productivity....

The Call Center School.(Advertising Supplement: Corporate Profiles)(Trenton Community Charter School)(Advertisement)
August 1, 2004... Practical Training for Today's Call Center Professional Classroom Training TCCS provides public and private seminars on a wide variety of call center topics. All classes are facilitated by a senior faculty member and are designed to be...

Call Compliance, Inc.(Advertising Supplement: Corporate Profiles)(Advertisement)
August 1, 2004... COMPLIANCE SOLUTIONS FOR THE TELEMARKETING SECTOR About Us Call Compliance, Inc. (CCI) is the pioneer and market-dominating leader in the development of innovative, technology driven compliance solutions for the telemarketing sector....

Concerto Software, Inc.(Advertising Supplement: Corporate Profiles)(Brief Article)(Advertisement)
August 1, 2004... A Trusted Partner Contact Center Company of the Year. Our customers aren't the only ones who appreciate all that Concerto Software has to offer. For an unprecedented second year in a row, Concerto Software is the proud recipient of the...

Eagle ACD.(Advertising Supplement: Corporate Profiles)(EagleIP, L.L.C)(Advertisement)
August 1, 2004... Who We Are: EagleACD is a product of EagleIP, L.L.C., a company located in Wilmington, Delaware. The company was founded by Kent Charugundla, who is also a founder of Eagle Teleconferencing Services, a telecommunications engineer and...

Edify Corp.(Advertising Supplement: Corporate Profiles)(Brief Article)(Advertisement)
August 1, 2004... You speak. We Deliver. Proven Voice and Speech Recognition Applications combined with expert consulting to improve customer service and reduce costs through automation and increased operational effectiveness providing a complete customer...

Envision.(Advertising Supplement: Corporate Profiles)(Advertisement)
August 1, 2004... Company Overview Envision is dedicated to improving the performance of the contact center workforce to guarantee superior business results. We partner with our customers to understand their business, analyze unique challenges and help them...

etalk Corp.(Advertising Supplement: Corporate Profiles)(Brief Article)(Advertisement)
August 1, 2004... etalk[R] MAXIMUM PERFORMANCE IMPACT To satisfy the broad requirements of today's customer driven organization, effective contact centers must leverage the power of integrated processes. An integrated process demands an integrated...

Five 9.(Advertising Supplement: Corporate Profiles)(Brief Article)(Advertisement)
August 1, 2004... FIVE 9 The Leader in Hosted VoIP Contact Center Solutions 7901 Stoneridge Drive Suite 200 Pleasanton, CA 94588 info@five9.com (925) 201-2000 World-Class Contact Center Functionality Fast. Easy. Affordable. ...

FrontRange Solutions, Inc.(Advertising Supplement: Corporate Profiles)(Brief Article)(Advertisement)
August 1, 2004... THE BEST SOLUTION FOR BEST PRACTICES Control, measure and improve with HEAT[R] At the heart of service management is the proper understanding and implementation of best practices. When they're clearly defined and implemented by your...

GN Netcom, Inc.(Advertising Supplement: Corporate Profiles)(Brief Article)
August 1, 2004... Light weight. But no lightweight. In any call center, productivity starts with comfort. So for businesses like yours that use headsets all day long, lighter is better. Take the GN 2100. Not only does it weigh 14% less than a comparable...

IEX Corp.(Advertising Supplement: Corporate Profiles)(Company Profile)
August 1, 2004... Global Workforce Management and Business Optimization Leader IEX workforce management and business optimization solutions enable contact centers to improve planning, enhance performance, streamline tasks and integrate data. ...

InfoCision Management Corp.(Advertising Supplement: Corporate Profiles)(Company Profile)
August 1, 2004... Investing IN SUCCESS Reputation for excellence InfoCision enjoys an unmatched reputation for quality, integrity and customer service. We stand alone as the only company to earn Customer Inter@ction Solutions magazine's MVP Quality...

infoSUA.(Advertising Supplement: Corporate Profiles)
August 1, 2004... Without A Database You Can NOT Grow Your Sales Face it... without an accurate and comprehensive database, your customer management efforts are stymied. A database is the heart and soul of knowing your customers. We have the best... that's...

NICE Systems.(Advertising Supplement: Corporate Profiles)
August 1, 2004... NICE Systems is the global provider of advanced recording and analytics solutions and consulting services for the contact center and the enterprise that generate insight from multimedia interactions to drive performance. NICE solutions extract...

Precision Response Corp.(Advertising Supplement: Corporate Profiles)(Advertisement)
August 1, 2004... Individually outstanding. Collectively unsurpassed. Leveraging "The Touch" for Bottom-Line Results Finding, Winning and Keeping Customers Contacting them with care, consistency and professionalism at every point in their lifecycle....

SER Solutions, Inc.(Advertising Supplement: Corporate Profiles)(Advertisement)
August 1, 2004... Rise to a new level with SER. Delivering Breakthrough Contact Center Solutions Since 1989, our outbound call management solutions have provided our customers a competitive edge. Winner of several industry awards, our solutions offer...

Spectrum Corp.(Advertising Supplement: Corporate Profiles)
August 1, 2004... Solutions Now. * Collate key metric information. * Output critical information. * Distribute performance information by agent, department or enterprise. Productivity Now. [ILLUSTRATION OMITTED] 10048 Easthaven Blvd....

Stratasoft.(Advertising Supplement: Corporate Profiles)(Brief Article)(Advertisement)
August 1, 2004... A SINGLE CONTACT CENTER PLATFORM OFFERING... ... BOUNDLESS POTENTIAL!! [ILLUSTRATION OMITTED] Since 1995, Stratasoft has developed essential contact center software for today's most demanding companies in over 24,000 seats...

Symon Communications, Inc.(Advertising Supplement: Corporate Profiles)(Brief Article)(Advertisement)
August 1, 2004... Symon Communications The Leader in Contact Center Performance Solutions [ILLUSTRATION OMITTED] Symon Communications solutions are designed to align your workforce with business priorities as they unfold in real-time, using...

Targus Information Corp.(Advertising Supplement: Corporate Profiles)(Advertisement)
August 1, 2004... Ticketmaster Provides World-Class Customer Focused Ticketing Solutions with TARGUSinfo Ticketmaster, the world's leading ticketing company, sold 100 million tickets in 2003, through www.ticketmaster.com, retail Ticket Center outlets and...

Telephony@Work.(Advertising Supplement: Corporate Profiles)(Brief Article)(Advertisement)
August 1, 2004... On-Demand Technology for the Adaptive Enterprise Increases Revenues & Reduces Operating Costs Telephony@Work develops and markets highly-scalable multimedia interaction management technology validated by top-tier carrier and enterprise...

Teleperformance USA.(Advertising Supplement: Corporate Profiles)(Company Profile)(Advertisement)
August 1, 2004... Company Profile Our Company In the 12 years since it was founded, Teleperformance USA has grown to become one of the largest contact center outsourcers in the US market. Teleperformance USA is part of the SR. Teleperformance Group,...

Texas Digital Systems, Inc.(Advertising Supplement: Corporate Profiles)(Brief Article)(Advertisement)
August 1, 2004... Defines Communication. QuickCOM Enterprise is a powerful communication tool for Call Centers, Help Desks, and Contact Centers that delivers business critical, real-time information solutions. [ILLUSTRATION OMITTED] QuickCOM...

TouchStar Software.(Advertising Supplement: Corporate Profiles)(Company Profile)
August 1, 2004... TouchStar Software Corporation Corporate Profile Innovation TouchStar Software provides robust predictive dialing and blended inbound/outbound, ACD and IVR features that were previously affordable to only large companies. Since...

VoiceLog LLC.(Advertising Supplement: Corporate Profiles)(Advertisement)
August 1, 2004... VoiceLog[R] Is The Call Recording Specialist As demands for quality control increase and regulatory controls tighten call recording is becoming a requirement for many call centers. But call recording is expensive--up to $2000 per seat--and...

West Corp.(Advertising Supplement: Corporate Profiles)(Advertisement)
August 1, 2004... Integrated Customer Contact Solutions West Corporation is one of the nation's premier providers of customer contact solutions with a proven track record of success for many of today's top Fortune 1000 companies. We have the experience and...

VoiceLogger.(Advertising Supplement: Corporate Profiles)(Brief Article)(Advertisement)
August 1, 2004... In Today's Aggressive Marketplace... What Gives You the edge? With customized search capabilities, detailed reporting, email-ready files and split screen call playback & evaluation, VoiceLogger's DigiVoiceXE enables supervisors to quickly...

Witness Systems.(Advertising Supplement: Corporate Profiles)(Advertisement)
August 1, 2004... It's your goal. It's our philosophy. Improve everything. As more organizations aspire to elevate customer service from an isolated part of the business to a strategic enterprise asset, the view of customer service is changing from a...