Customer Interaction Solutions articles from August 2006

Customer Interaction Solutions archives from August 2006

Do you have a sales prevention department in your company?(Publisher's Outlook)(Editorial)
August 1, 2006... Back in the February 1994 issue of Telemarketing[R] magazine (the parent publication of this magazine), I wrote an editorial with the above title. Since then, I have received several inquiries about this very important topic. In fact, as...

Eighteen years of mergers.(High Priority)(Editorial)
August 1, 2006... In May of 1998, I wrote a column in these pages entitled "Merger Fever--For Better Or For Worse." In that column, I mentioned that at that time, one of our exhibit salespeople came to me and exclaimed, "The industry is contracting!"...

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

Interactive Intelligence releases enhanced multisite call routing software.(Customer Inter@ction NEWS)(Brief article)
August 1, 2006... Interactive Intelligence Inc. has made available a new version of its multisite call routing software, Interaction Director, which adds "generic object routing" to enable distributed contact centers and enterprises to more effectively route and...

Nortel introduces communications solutions for the SMB market.(Customer Inter@ction NEWS)(Brief article)
August 1, 2006... Nortel has announced a new portfolio of voice, data and wireless products designed to help small and medium-sized businesses (SMB) boost employee productivity and satisfaction, streamline business operations and costs, and deliver improved...

Witness Systems announces enhancements to Impact 360.(Customer Inter@ction NEWS)(Brief article)
August 1, 2006... Witness Systems, a provider of workforce optimization software and services, has announced enhanced functionality to its next-generation workforce management solution. Impact 360 Workforce Management features new business integrations, along...

Amae Software joins Solution Made Easy.(Customer Inter@ction NEWS)(Brief article)
August 1, 2006... Amae Software has announced it is joining with three other contact center industry solutions providers to extend Solution Made Easy, an integrated, modular suite of contact center solutions developed by Voice Print, Syntora and Pipkins....

Convergys offering its testing solution.(Customer Inter@ction NEWS)(Convergys Testing Solutions)(Brief article)
August 1, 2006... A new suite of software testing solutions from Convergys Corporation combining consulting services with automated testing software is now available to businesses seeking to strengthen their software testing capabilities. Convergys Testing...

BSG Clearing acquires VoiceLog, LLC.(Customer Inter@ction NEWS)(BSG Clearing Solutions North America, LLC)(Brief article)
August 1, 2006... BSG Clearing Solutions North America, LLC, a wholly owned subsidiary of Billing Services Group Limited, a telecom clearing and settlement, payment and financial risk management solutions group, has announced the acquisition of VoiceLog, LLC's...

COPC certifies Sutherland Global Services Chennai, India location.(Customer Inter@ction NEWS)(Customer Operations Performance Center Inc.)(Brief article)
August 1, 2006... Customer Operations Performance Center Inc. (COPC) has announced that the Chennai, India location of Sutherland Global Services, a global BPO firm, has earned the distinction of being the first organization in India to achieve certification for...

Melissa Data announces Express Entry for call centers.(Customer Inter@ction NEWS)(Brief article)
August 1, 2006... Melissa Data has announced the release of Express Entry, a software program that allows call center and service center agents to improve the speed and accuracy of data entry. Powered by Melissa Data's CASS Certified address correction engine,...

AnswerNet acquires Airpage, expands into Montana.(Customer Inter@ction NEWS)(AnswerNet Network)(Airpage)(Brief article)
August 1, 2006... The AnswerNet Network, a telemessaging provider and a contact center outsourcer, has announced it has acquired Airpage/Big Sky Beeper, a contact center, help desk, telemessaging and paging firm with operations in Billings and Helena, Montana,...

Aspect CEO James Foy named Ernst & Young Entrepreneur of the year.(Customer Inter@ction NEWS)
August 1, 2006... Aspect Software, Inc. has announced that Aspect CEO James D. Foy has received the Ernst & Young Entrepreneur of the Year 2006 award in the software category in New England. According to Ernst & Young, the award recognizes outstanding...

Nexidia announces on Demand solution.(Customer Inter@ction NEWS)(Brief article)
August 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 its Nexidia OnDemand solution. Nexidia OnDemand is a managed service...

ASC releases new version of AGENTassistance module.(Customer Inter@ction NEWS)(Brief article)
August 1, 2006... ASC, a provider of communications recording and quality monitoring solutions for contact centers, financial institutions and public-safety and government organizations, recently announced that contact centers are able to enhance e-coaching by...

"It's Verint's intention to be number one in this market".(Customer Inter@ction NEWS)(Verint Systems Inc.)(Interview)
August 1, 2006... Verint Systems (www.verint.com), a New York-based provider of analytic software-based solutions for communications interception, networked video security and enterprise business intelligence, has announced its plans to acquire New Jersey-based...

CallCenterComics.com.(Cartoon)
August 1, 2006... [ILLUSTRATION OMITTED]

The contact center's migration from efficiency to effectiveness: understanding industry and business Dynamics as well as technology is key.(Innovative Solutions From The Multimedia Contact Center Solutions Experts: A Special Editorial Series Sponsored By INTERACTIVE INTELLIGENCE)
August 1, 2006... Efficiency will never go out of style in business. But in an industry that's largely transitioned from one-dimensional call centers to e-mail, Web chat and the full-fledged multimedia contact center, making a contact center more efficient isn't...

The multichannel revolution: how retailers are leveraging service-oriented architecture (SOA) to transform their businesses.(CUSTOMER RELATIONSHIP MANAGEMENT)
August 1, 2006... A new breed of e-commerce platform has emerged with service-oriented architecture (SOA). SOA not only provides a robust foundation for the Web channel, but can facilitate cross-channel customer interactions and bring the power of the Web to...

Trapped in chronic push-pull struggles? Bridge opposing internal forces with predictive analytics.(WORKFORCE OPTIMIZATION)
August 1, 2006... In the fight for higher profits, battles with competitors and industry forces may not be the only obstacles facing companies today. Internal tugs-of-war between departments and business goals could be working against the best-laid...

The annual headset roundup.(CONTACT CENTER TECHNOLOGY)(Directory)
August 1, 2006... It's no secret that headsets can lead to headaches for call centers (perhaps both literally and figuratively). When it comes to this vital piece of equipment, there are many options and factors to consider. There are wireless headsets, corded...

Return on investment: the advantages of quality headsets.(CONTACT CENTER TECHNOLOGY)
August 1, 2006... Headsets are the single most important link between consumers and businesses. Most consumer-oriented companies rely on contact centers to handle high volumes of customer inquiries, and contact centers must therefore thrive on efficiency....

Contact center virtualization: requirements for effective team supervision and quality management.(IP CONTACT CENTERS)
August 1, 2006... Today, rather than having a legacy environment--where contact centers tend to be a single physical site--contact centers are turning to voice over IP technology to break down geographical barriers and tie communications together across the...

Hosting 101: a Q & A session with Cincom's Dan Arengo.(MANAGEMENT SCOPE)(Interview)
August 1, 2006... Moving away from tradition can sometimes be a good thing. In the case of a contact center, this can be especially true when making the switch to a hosted or on-demand solution. A hosted solution provides organizations of all sizes with reduced...

A call center? We're not a call center!(Last Call)
August 1, 2006... I had the pleasure recently of visiting with members of the management team of call center solutions provider Amcat International. During the course of our conversation, they indicated that a lot of the companies they encounter on a regular...