Customer Interaction Solutions articles from February 2002

Customer Interaction Solutions archives from February 2002

The death of the sales manager: The evolution of sales and sales management. (Publisher's Outlook).(Editorial)
February 1, 2002... To do justice to this subject matter, one must make reference to Arthur Miller's legendary play entitled, "The Death of a Salesman." To refresh your memory, Miller won a Pulitzer Prize for his work, which he described as, "the tragedy of a man...

Old Pluvius. (High Priority!).
February 1, 2002... Rich Tehrani, Group Editor-in-Chief, Technology Marketing Corporation February. Charles Baudelaire referred to it in his poem "Spleen" from Les Fleur du Mal as, "Old Pluvius, month of rains, in peevish mood pours from his urn chill...

Five solutions to thaw February's frost. (Technology Highlights).(Affinium 3 Suite, Kanisa 3.0, Contact Center SolutionSets)(Evaluation)
February 1, 2002... Affinium 3 By Unica With today's mix of media available to marketing departments, which serve as both outlets and inlets of information, the challenge for marketing is to measure ROI, collect more accurate data and incorporate better touch...

Siebel ships industry applications. (New Products).(Siebel eBusiness Applications)(Product Announcement)(Brief Article)
February 1, 2002... Siebel Systems, Inc. has announced it has shipped 20 new and enhanced industry-specific e-business applications. The Siebel eBusiness Applications, seven of which are new, were designed to leverage the Siebel 7 platform and enable comprehensive...

Tigerpaw shipping business suite v.9. (New Products).(Product Announcement)
February 1, 2002... Tigerpaw Software, a provider of service automation and CRM solutions, has released its Tigerpaw Business Suite version 9. Tigerpaw offers solutions designed specifically for contact management, service management, workforce management, quotes...

Philips Speech Processing introduces corporate voice dialing. (New Products).(Enterprise Voice Dialing)(Product Announcement)
February 1, 2002... Philips Speech Processing, a business unit of Royal Philips Electronics and a provider of speech recognition technology, has debuted Enterprise Voice Dialing, the latest offering in the company's suite of corporate voice dialing products....

Macro 4 offers latest version of Columbus. (New Products).(Macro 4 Columbus Business Information Logistics)(Brief Article)(Product Announcement)
February 1, 2002... Macro 4, a developer of enterprise systems and document management solutions, recently released the latest version of its Columbus Business Information Logistics system to the U.S. market. Originally launched in 1999, the Columbus solution...

NICE announces new total recording solution. (New Products).(NICE Systems NiceCall Focus)(Brief Article)(Product Announcement)
February 1, 2002... NICE Systems, a multimedia recording solutions company, has released NiceGall Focus, a total recording solution for small to medium-sized companies. NiceCall Focus was specifically designed for smaller financial institutions and contact centers...

SurveyConnect releases survey select expert 4.5. (New Products).(Brief Article)(Product Announcement)
February 1, 2002... SurveyConnect has brought to market its Survey Select Expert 4.5, a product which aims to offer new analysis and reporting tools within reach of survey administrators. The new version was designed to enable users to more easily develop Web...

CAS develops Phantom Finder. (New Products).(Brief Article)(Product Announcement)
February 1, 2002... CAS Inc., a direct marketing service bureau, has released a new direct mail product called Phantom Finder. The product was designed to identify prospects on a mailing list who are less-than-ideal candidates to respond to a direct mail campaign....

Cygent 3.3 expands Ordering platform. (New Products).(Brief Article)(Product Announcement)
February 1, 2002... Cygent, Inc., a developer of ordering platforms for the communications industry, has released its new software designed to further streamline the ordering lifecycle at tier 1 carriers. With the new release, Cygent plans to strengthen its...

Previo ships eSupport Essentials 4.02. (New Products).(Brief Article)(Product Announcement)
February 1, 2002... Previo, a provider of products designed to fix everyday PC problems for enterprises and small businesses, has announced the release and availability of eSupport Essentials 4.02. Key enhancements to the product include expanded server protection...

Soffront offers Trackeb version 7.0. (New Products).(Brief Article)(Product Announcement)
February 1, 2002... Soffront Software, Inc., a supplier of enterprisewide CRM solutions, has released version 7.0 of its TRACKWeb CRM product. TRACKWeb CRM is a single application consisting of several integrated modules, including internal and external help desk...

Eyretel launches Eyretel Insight Viewer. (New Products).(Brief Article)(Product Announcement)
February 1, 2002... Eyretel, a provider of voice and data recording, quality monitoring and analysis systems for customer experience management, has launched its new product, Eyretel Insight Viewer, a Web-based application that empowers the enterprise by enabling...

Aspect releases version 4.0 of Web Interaction. (New Products).(Product Announcement)(Brief Article)
February 1, 2002... Aspect Communications Corporation, a provider of business communications solutions, has announced the general availability of version 4.0 of Aspect Web Interaction, a Web collaboration application for contact centers that was designed to make...

Primus announces eServer 5.1. (New Products).(Product Announcement)(Brief Article)
February 1, 2002... Primus Knowledge Solutions, Inc., a provider of knowledge application software for customer contact centers and portals, has announced the availability of Primus eServer 5,1, an enhanced version of Primus' knowledge base software. eServer 5.1...

Wildfire offers enterprise edition of its virtual assistant. (New Products).(Product Announcement)(Brief Article)
February 1, 2002... Wildfire Communications, Inc., a provider of voice-activated virtual assistant technology, has announced the release of the Enterprise Edition of its Wildfire Assistant. The expanded release of the company's virtual assistant introduces group...

ePeople announces Service Network 3.0. (New Products).(Product Announcement)(Brief Article)
February 1, 2002... ePeople has announced Service Network 3.0, the newest version of its Web-based, collaborative issue resolution software. ePeople Service Network 3.0 was designed to enable support analysts to identify and engage the right resources within and...

Mitel releases IP communications solution for small enterprise.(Mitel Networks 3100 ICP)(Product Announcement)(Brief Article)
February 1, 2002... Mitel Networks has made available its Mitel Networks 3100 Integrated Communications Platform (ICP). Designed to address the needs of small businesses, the 3100 ICP combines new IP-based features and functionality with reliability and...

Brainhat unveils dynamic voice XML/Web Server. (New Products).(Product Announcement)(Brief Article)
February 1, 2002... Brainhat Corporation has released its Brainhat Voice XML/Web Server, which interprets natural language requests and provides dynamic delivery of content, helping enhance user interactions with Web sites and changing the Web programming...

FinanCenter announces e-Merchandising System [EMS]. (New Products).(Brief Article)(Product Announcement)
February 1, 2002... FinanCenter, a provider of Web site personalization products and services, has announced its FinanCenter eMerchandising System (EMS). The FinanCenter EMS platform brings together traffic-building financial tools and content with personalization...

Alterian releases suite for high-performance analytic applications. (New Products).(Brief Article)(Product Announcement)
February 1, 2002... Alterian, a developer of high-performance analytic technology, has announced the general availability of its Alterian Suite, version 2.3. A response to the needs of Alterians global partner network and customer base, the Alterian Suite adds...

Shoptalk launches VoiceCRM Suite 4. (New Products).(Product Announcement)
February 1, 2002... Shoptalk, a developer of contact center voice application software, has announced the launch of its patent-pending Shoptalk VoiceCRM Suite 4. The suite provides prepackaged, voice-directed applications for industry verticals, such as financial,...

Touchtone announces partnership with Effect NV. (Strategic Alliances).(Brief Article)
February 1, 2002... Touchtone Corporation, a developer of eCRM software and development tools for the IBM iSeries (AS/400) operating system, has announced a strategic partnership with Effect NV, a unified messaging solution provider in Belgium. Touchtone signed...

Call center depot offers eResoercePlanner. (Strategic Alliances).
February 1, 2002... CallCenterDepor.com, Inc. and eResourcePlanner, Inc. have entered a global marketing agreement to provide a workforce management solution to the call center industry. eResourcePlanner is a series of Web-based, secure, self-service modules that...

Aspect partners with Expertcity. (Strategic Alliances).
February 1, 2002... Aspect Communications and Expertcity have formed an alliance to promote Expertcity's DesktopStreaming desk-top-sharing application with Aspect Web Interaction. DesktopStreaming allows Aspect Web Interaction users to collaborate in real-time...

InfoSpace partners with iShopSecure. (Strategic Alliances).(Brief Article)
February 1, 2002... iShopSecure, Inc., a provider of identification verification solutions deployed to safeguard online and offline transactions from fraud, has signed a three-year agreement with InfoSpace, Inc.'s Authorize.Net to offer iShopSecure's real-time...

RWS Group and Grey Zone introduce Web content management product. (Strategic Alliance).
February 1, 2002... RWS Group, LLC, a developer of language technology and a translation and localization provider, and Grey Zone, Inc., a developer of a Web content management software, have jointly introduced an integrated product to speed development of...

eei Solutions teams with Nuance. (Strategic Alliance).(Brief Article)
February 1, 2002... eei Solutions has announced it has teamed with Nuance and joined the Nuance Partner Alliance. As a program member, eei Solutions will integrate Nuance speech recognition anti voice authentication software into eei's Nortel Periphonics and...

InVision Software founds subsidiary in Sweden. (Happenings).(Brief Article)
February 1, 2002... Raringen-based In Vision Software AG has announced it has furthered its growth in the international marketplace by founding a new subsidiary, WFM Software AB. In the position of country manager, Sameer Kaul will preside over the new company. In...

Sprint opens Atlanta Internet Center. (Happenings).(Brief Article)
February 1, 2002... Sprint E/Solutions has announced the expansion of its managed services to the Southeast region with the opening of its Atlanta Internet Center and announcing new Atlanta customers, Lynk Systems, Inc. and Gwinnetr County. The state-of-the-art...

Hispanic Teleservices expands Monterrey call center. (Happenings).
February 1, 2002... Hispanic Teleservices Corporation (HTC), a provider of outsourced customer support for the U.S. Hispanic market, has completed further expansion of its call center facilities in Monterrey, Mexico. As part of the expansion, HTC has added 190...

NativeMinds wins new patent. (Happenings).
February 1, 2002... NativeMinds Inc., a provider of online customer service software for creating virtual representatives, has been awarded a patent for technology that allows virtual reps to interpret and respond accurately to context-sensitive questions. With...

Intelogistics becomes subsidiary of Prosodie. (Happenings).
February 1, 2002... Prosodie, Inc., a U.S. subsidiary of Prosodie, SA, has announced the completed purchase of Intelogistics Corporation, a provider of unified communications solutions, for an undisclosed amount. As a wholly owned subsidiary of Prosodie, Inc.,...

BX.COM hosts GoldMine. (Happenings).(Brief Article)
February 1, 2002... BX.COM, an Internet development and Web site management firm, has taken over the ongoing hosting, servicing and maintenance of GoldMine eCommerce software and the client base from FrontRange Solutions Inc. FrontRange Solutions include the...

PolyServe names CEO. (Happenings).(Michael Stankey)(Brief Article)
February 1, 2002... PolyServe, Inc., a provider of next-generation systems software, announced that Michael Stankey has joined the company as president and chief executive officer. Stankey brings 16 years of enterprise software and technology management experience...

Keeping your existing customers loyal. (Customer Relationship Management).
February 1, 2002... Too many companies, when they think about customer loyalty programs, tend to jump into overly formal programs that are cumbersome to administrate, require too much bureaucracy and simply do nor do anything to get customers excited or to change...

Ninth-Annual MVP Quality Award Winners. (Outsourcing).
February 1, 2002... This is the ninth year Customer Inter@ction Solutions [TM] has brought you the winners of its MVP (Marketing Via Phone) Quality Awards. In the ensuing years since we introduced the awards in 1993, we have been impressed with the growing...

From call center agent to net rep: Web-Enabling your front-line staff. (Call Center/CRM Management Scope).
February 1, 2002... While telephone calls still make up the vast bulk of customer contacts today, the percentage of transactions arriving by e-mail or over the Web is increasing at Internet speed. Customers who interface with call centers are no longer satisfied...

Good, bad and "Close" customer service as 2001 ends. (Staff).(Company Business and Marketing)(Brief Article)(Statistical Data Included)
February 1, 2002... I believe the prominent role of e-commerce in our daily lives became cemented at the close of 2001. Jupiter Media Metrix found that on average, 51.3 million unique visitors went to shopping sites each week during the 2001 holiday shopping...

Multichannel customer contact centers: The house that customers built; When the telecom storm that began in 2001 blows over, who will remain Standing? (Feature).
February 1, 2002... Among the survivors will be companies that have implemented a customer relationship management (CRM) strategy: a flexible system that lets companies assess each customer's value and determine appropriate care strategies. Competitors with the...

Mission - Critical call centers. (Communications Solutions).
February 1, 2002... As technology advances make their way into the call center environment, bringing IP networks, multimedia, e-commerce and in-commerce, we see the inevitable displacement, or at least challenge, of the traditional PBX/PBX-adjunct solution. The...

NetTest introduces Media GatewayController Performance Testing. (Breaking News).(Product Announcement)(Brief Article)
February 1, 2002... NetTest, a developer of testing, monitoring, management and optical component solutions for advanced and converged networks, has announced the MGCP (media gateway control protocol) Functional and Performance Test Suite. The MGCP Test Suite...

Vitel Software introduces Ivize product suite. (Breaking News).(Product Announcement)(Brief Article)
February 1, 2002... Vitel Software, Inc., a developer of telecommunications performance management software, has introduced the Ivize product suite: a network management application with six modules that support a wide variety of voice communications platforms....

Empirix releases CallMaster 3.0. (Breaking News).(Product Announcement)
February 1, 2002... Empirix Inc., a developer of integrated test and monitoring solutions for Web, voice and network applications, announced its upgraded release of Hammer CallMaster test script creation and management software for voice application labs and...

SNARC enhanced to make ITXC.net SS7/C7 accessible on carrier premises worldwide. (Breaking News).(Brief Article)
February 1, 2002... The ITXC Corp., a U.S.-based global carrier dedicated exclusively to carrying voice and fax calls on behalf of other carriers, has announced its SNARC platform has been enhanced to support SS7/C7 signaling on the premises of carriers worldwide....

TMC[TM] labs review. (TMC Labs).(Yube e-Services Suite)(Evaluation)
February 1, 2002... Self e-service is the name of the game, and Yube is attempting to help everyone win, whether the users are company administrators, customer service representatives (CSR) or the customers themselves. Built from the ground up for the Web and...