Customer Interaction Solutions articles from August 2007

Customer Interaction Solutions archives from August 2007

Contact centers and green technology: contact/CRM centers have always been great users of "green technology" and environmentally friendly operations.(Publisher's Outlook)
August 1, 2007... TMC--A Pioneer in Green Technology Publishing Thirty-five years ago, TMC launched the world's first magazines on energy efficient, non-polluting technologies. Yes, we are proud to be industry pioneers in contact centers, telemarketing,...

Correction.(Correction notice)
August 1, 2007... In last months Editorial Series: NetOp On Demand Facilitates Fast and Accurate Tech Support By Tonya Hottmann, Head of Marketing for the Americas, NetOp We inadvertantly misspelled the authors name, we apologize for the mistake.

Teleconferencing on the rise.(High Priority)(Interview)(Company overview)
August 1, 2007... This month High Priority features an interview with Kent Charugundla, CEO and president of Eagle Teleconferencing. Charugundla is a well-known telecommunications entrepreneur with diversified global experience in IP/telecom, conferencing, call...

www.tmcnet.com/861.1: Study shows UK contact centers struggling with training and management.(Customer Inter@ction NEWS)
August 1, 2007... Recent research findings published by the CCA, the Professional Body for Customer Contact and Kaisen Consulting indicates that there is still much work to be done in UK contact centers to improve recruiting, training and management of...

www.tmcnet.com/862.1: Interactive Intelligence's contact center software earns VEGAS.com a best technology innovation award.(Customer Inter@ction NEWS)
August 1, 2007... In 2005, VEGAS.com, one of the largest city destination travel websites in the world, installed Interactive Intelligence's Customer Interaction Center (CIC) software in its customer service center. Two years later the company won Contact Center...

www.tmcnet.com/863.1: Five9 and BayanTel team to offer hosted contact center solution designed for Filipino outsourcers.(Customer Inter@ction NEWS)
August 1, 2007... On-demand call center solutions provider Five9 Inc. has teamed up with telecommunications and Internet solutions provider Bayan Telecommunications Inc. to deliver Bayan On-Demand, a new hosted call center solution designed for outsourcers in...

www.tmcnet.com/864.1: Nuance to develop new mobile user interface through acquisition of Tegic Communications.(Customer Inter@ction NEWS)
August 1, 2007... In a move which will expand its presence in the mobile industry, speech technologies leader Nuance Communications Inc. has reportedly acquired Tegic Communications Inc., a wholly owned subsidiary of AOL which develops embedded software for...

www.tmcnet.com/865.1: Amcat developing new IP contact center model.(Customer Inter@ction NEWS)
August 1, 2007... Amcat is reportedly developing a new enterprise IP contact center model, Amcat Interactions, a software-only solution designed to be highly adaptable to changing business requirements. Available as either a hosted and on-premise solution, this...

www.tmcnet.com/866.1: Glowpoint unveils two-way HD video solution for call centers.(Customer Inter@ction NEWS)
August 1, 2007... Some doubted that it would ever happen--and many questioned the value of even doing it--but video is now making its way into call and contact center software applications at a rapid pace. As such, Glowpoint Inc., a provider of IP-based managed...

www.tmcnet.com/867.1: Avaya Survey shows customer service and unified communications keys to success.(Customer Inter@ction NEWS)
August 1, 2007... British companies consider customer service and unified communications (UC) to be the key to their success; at least according to research from Avaya. This global provider of business communications found this to be true in a survey of over 140...

www.tmcnet.com/868.1: True Tally selects Envox solution to drive automated surveys.(Customer Inter@ction NEWS)
August 1, 2007... Envox has announced that Envox CT ADE has been chosen to power the phone-based survey solutions of True Tally. Envox, the global provider of IP-based voice solutions announced today that its widely used IVR development tool will help drive...

www.tmcnet.com/869.1: Epicor enhances Epicor Clientele CRM.NET 8.5.(Customer Inter@ction NEWS)
August 1, 2007... Epicor Software Corporation has announced significant enhancements to its Epicor Customer Relationship Management Suite, Epicor Clientele CRM.NET 8.5. These enhancements have been implemented to enable transparency and extensibility, broaden...

www.tmcnet.com/870.1: call center recording in the hosted environment.(Customer Inter@ction NEWS)
August 1, 2007... The rate at which contact centers are going hosted is increasing rapidly today. Agents are working from remote places like their homes and the need for giant in-house infrastructure to run a call center is no longer the case. But just because...

www.tmcnet.com/871.1: Alcatel-Lucent launches OmniTouch with CRM integration.(Customer Inter@ction NEWS)
August 1, 2007... Alcatel-Lucent has launched the Alcatel-Lucent OmniTouch Contact Center Premium Edition, a contact center product designed for mid-market businesses and offering pre-integration with some CRM applications. This latest contact center product...

www.tmcnet.com/872.1: Tigerpaw CRM, rackspace hosting strike deals with Kaseya.(Customer Inter@ction NEWS)
August 1, 2007... Tigerpaw Software, a vendor of IT business management software, has entered into a technology alliance with Kaseya, a vendor of Managed Service Automation software for IT providers. Officials of both firms say the move is to "enrich the...

www.tmcnet.com/873.1: SugarCRM announces Meet-Up Group starting in Atlanta.(Customer Inter@ction NEWS)
August 1, 2007... SugarCRM Inc., a vendor of commercial open source customer relationship management (CRM) software, has announced the Atlanta Meet-Up Group, which is focused on Sugar best practices. SugarCRM users and enthusiasts from the Atlanta metropolitan...

www.tmcnet.com/874.1: report covering call center manufacturer revenue puts Avaya on top for 2006.(Customer Inter@ction NEWS)
August 1, 2007... A new report from the Telecom Intelligence Group puts global call center manufacturer revenue for 2006 at $2.4 billion and predicts a compound annual growth rate (CAGR), based on seats, of about 3.9 percent. Leading the pack in all three vendor...

www.tmcnet.com/875.1: Merchant Lynx using Amcat's Contact Center Suite to boost agent productivity.(Customer Inter@ction NEWS)
August 1, 2007... Merchant Lynx, a national leader in credit card processing, has reportedly selected Amcat's customer interaction solutions to help boost agent productivity in its customer contact center. Specifically, Merchant Lynx is using Amcat's Contact...

CallCenterComics.com.(Cartoon)
August 1, 2007... WHY WASN'T I PAID FOR THE OVERTIME I WORKED LAST TUESDAY? WHAT OVERTIME? YOU ONLY WORKED YOUR NORMAL YOUR NORMAL SCHEDULE. [ILLUSTRATION OMITTED] YES, BUT I HAD ALREADY CALLED OUT SICK. DOESN'T THAT MEAN THAT I GET PAID FOR BEING...

Ready, set, close: preparing your phone reps for selling success.(Practical Pointers for Call Center Management)
August 1, 2007... There is more and more focus in today's call center on selling. And whether it's an outbound center whose sole purpose is telemarketing, or a traditional inbound customer service center that has decided to seize the opportunity and gain some...

Tom Cardella has done it again!!(The Boardroom Report)(interview)(Interview)
August 1, 2007... 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 2007 CRM services and solutions roundup.(CRM)(customer relationship management)
August 1, 2007... CustomerThink's Bob Thompson has said that CRM, "the successful kind, anyway, is a misnomer." Thompson's research shows that "successful companies don't manage customer relationships any more than you manage the relationship with your spouse."...

The 2007 headset technology review.(CONTACT CENTER TECHNOLOGY)
August 1, 2007... In order to have successful interactions in the call center, every piece of equipment on the network must perform to the highest of standards, including the headsets. Companies that purchase inexpensive headsets often pay the price later, when...

Headsets on the horizon: the future of wireless in the contact center.(CONTACT CENTER TECHNOLOGY)
August 1, 2007... Contact centers are constantly challenged to improve customer satisfaction and agent productivity. Many are turning to wireless headsets to help meet these challenges. In a contact center, new wireless headsets help improve call speed...

The evolution of a headset.(CONTACT CENTER TECHNOLOGY)
August 1, 2007... Today's contact centers are the epitome of efficiency. Through technology and logic, corporations large and small are able to effectively manage their customers in bulk. Thus, the use of headsets in the call center has increased out of...

Future trends in call center headsets.(CONTACT CENTER TECHNOLOGY)
August 1, 2007... Technological advances in call center and office headsets have created endless possibilities for increased industry efficiency and agent proficiency. Headsets, however, have yet to reach their full potential. Products that fail to filter...

Four reasons to select Ontario for your call center.(OUTSOURCING TELESERVICES)(Company overview)
August 1, 2007... Ontarip, Canada continues to be a hot location for U.S. companies to near-shore their call center operations. According to statistics provided by the Ontario Ministry of Economic Development & Trade, the province is now home to more than 6,600...

Top five advantages of e-learning for the contact center.(WORKFORCE OPTIMIZATION)
August 1, 2007... E-learning solutions, those ever-popular multimedia learning tools used for online training and education, are seeing increasing adoption in the contact center, as companies are discovering the advantages they offer for improving agent...

The 2007 Speech Technology Excellence Awards.(SPEECH TECH)
August 1, 2007... Speech technologies are becoming so sophisticated that businesses are finding new applications for them practically every day. Thanks to advancements in the algorithms used to interpret speech, coupled with today's faster processors, we now...

Recording for quality assurance.(Ask The Expert: A Special Editorial Series Sponsored By Interactive Intelligence)
August 1, 2007... Q: We're a teleservices company, and like many regulated businesses we're feeling more pressure to comply with guidelines that get stricter by the day. Any best practices you can fill us in on to improve our compliance program and recording...