Customer Interaction Solutions articles from February 2003

Customer Interaction Solutions archives from February 2003

Award marketing: the most effective way to differentiate your firm! (Publisher's Outlook).
February 1, 2003... Award Marketing...Goes Beyond Hanging It On The Wall! AWARDS WITHOUT MARKETING ARE MEANINGLESS In today's super competitive environment...survival of the fittest often boils down to third-party endorsements! Savvy marketers know...

MVP Quality Award winners.(Brief Article)
February 1, 2003... I would like to offer congratulations to the MVP Quality Award winners, who are featured in this month's issue (see page 42). This year's winners have demonstrated their achievements in quality through the exhaustive essays they submitted to...

The FTC is about to eliminate 3 to 5 million jobs let's stop them! (High Priority!).(Industry Overview)
February 1, 2003... Dear President Bush: Let's get one thing straight from the get go...I am for your tax cut plan which was announced the week of January 6, 2003. I am, in fact, in favor of all tax cuts regardless of whether they favor the rich, the poor or...

Do as I say, not as I do.(Brief Article)
February 1, 2003... 2002 was the year of," Do as I say, not as I do." Investment banking firms guided stocks ever higher while shorting shares at the same time; add to that the Catholic Church scandal and, of course, the government's acceptance of millions of...

The CEO Spotlight.(InfoCision Management Corporation CEO Gary Taylor)(Interview)
February 1, 2003... This month marks the debut of the CEO Spotlight section in Customer Inter@action Solutions[R]. We undertake this section in recognition of the outstanding work performed by exemplary companies and every month we will bring you the opinions of...

Executive Roundtable.(Panel Discussion)
February 1, 2003... With this issue we are introducing a new monthly feature, the Executive Roundtable. Every month we will pose questions to executives from industry-leading companies, examining topics that are of vital importance to the industry. Featured this...

Hipbone ships productivity extensions to synetry. (New Products).(Synetry 3.5)
February 1, 2003... Hipbone, Inc., a provider of live customer interaction solutions for e-businesses in financial services and other markets, has announced the release of Synetry 3.5, the company's suite of solutions for live customer service over the Internet....

Vodavi debuts STARPLUS STS. (New Products).
February 1, 2003... Vodavi Technology, Inc., a provider of traditional and next-gen business telecommunications solutions, has introduced its newest product, the STARPLUS STS. STS stands for "Small Telephone System" and is targeted for any small to mid-size...

Force Computers offers dual Intel Xeon processor server boards. (New Products).
February 1, 2003... Force Computers, a Solectron company and a provider of embedded computing, recently introduced the FES-4204 and FES-4203/533 dual Intel Xeon processor server boards based on the 533MHz Intel E7501 and ServerWorks GC-LE 533 chipsets, which...

ComCity upgrades SalesCart PRO. (New Products).(Brief Article)
February 1, 2003... ComCity Corporation recently announced three new plug-ins designed to add back-end order management, dynamic cataloging and real-time transaction processing capabilities to the Macromedia Dreamweaver version of SalesCart PRO, ComCity's...

Elix supports VXML. (New Products).(Brief Article)
February 1, 2003... Elix, a provider of a self-service and agent-assisted solutions, has announced that Elix IVS for Windows 2000, its interactive voice response platform, now supports VXML 2.0 (voice extensible markup language). This emerging telephony standard...

PeopleSoft delivers CRM 8.8. (New Products).
February 1, 2003... PeopleSoft Inc. has announced the availability of PeopleSoft CRM 8.8. The new solution was designed to specifically address the market demand for CRM solutions that are faster to implement, easier to use and that enable smarter business...

Witness Systems expands e-learning solution, partners with phasient. (Strategic Alliances).(Brief Article)
February 1, 2003... Witness Systems, which offers performance optimization software and services, recently announced it has entered into an e-learning partnership with Phasient Learning Technologies, an e-learning technology company, to offer simulation...

Rhetorical breaks into German market with rVoice4.0 launch and semanticEdge. (Strategic Alliances).(Brief Article)
February 1, 2003... Rhetorical, a developer of text-to-speech (TTS) voice synthesis solutions, is expanding its operation into Germany following November's launch of rVoice4 with its German voice module. Hoping to claim part of a multimillion-euro speech...

Rockwell FirstPoint Contact expands operations in Thailand. (Strategic Alliances).(Brief Article)
February 1, 2003... Rockwell FirstPoint Contact, a provider of call center and contact center solutions, has announced an expansion of its operations in Thailand. The company will partner with The Communication Solution Company -- Thailand's leading IT services...

Artisoft releases TeleVantage 5.0. (New Products).(Brief Article)
February 1, 2003... Artisoft, Inc., a developer of software-based telephone systems, has announced the next generation of its TeleVantage product line. TeleVantage 5.0 was designed to increase the system's scalability to almost double its current capacity and...

Humantech to present ergonomics seminars. (Happenings).(Brief Article)
February 1, 2003... Humantech, Inc., a provider of occupational ergonomics training, will present a series of public seminars in the spring aimed at improving employee performance, retention, health and safety in the call center environment. Call center managers...

Knowlagent acquires simtrex. (Strategic Alliances).(Brief Article)
February 1, 2003... Knowlagent, a provider of contact center learning solutions, has announced the completion of a strategic acquisition intended to help the company corner the simulation segment of the e-learning market. During December 2002, Knowlagent acquired...

ServiceWare enhances SmartMiner. (New Products).(Brief Article)
February 1, 2003... ServiceWare Technologies recently announced the availability of SmartMiner 2.0, which was designed to enable organizations to use corporate knowledge that resides outside of a company's structured knowledge base to answer customer, employee or...

Zultys offers MX1200. (New Products).(Brief Article)
February 1, 2003... Zultys Technologies recently announced immediate availability of its enterprise media exchange -- the MX1200 -- which fully integrates voice over IP (VoIP), data, video and fax into a single, compact 2U box, with one software interface to...

MarketSoft releases marketing project management application. (New Products).(DemandMore*Projects)(Brief Article)
February 1, 2003... MarketSoft recently announced the release of DemandMore*Projects, a marketing project management application designed to allow companies to increase their marketing output without adding staff. With DemandMore*Projects, companies may be able to...

WNS expands capacity. (Strategic Alliances).(Brief Article)
February 1, 2003... WNS, a global business process oursourcing (BPO) company, has announced that it has undertaken initiatives to enhance its capabilities in the voice-based contact center arena. The company is increasing its current contact center capacity to...

Vocent offers voiceprint-enabled Password Reset. (New Products).(Brief Article)
February 1, 2003... Vocent, a provider of voiceprint authentication solutions, has announced the availability of Voice Secure -- Password Reset 2.0, its voiceprint-enabled password reset solution. Voice Secure -- Password Reset 2.0 is an enterprise software...

DYS updates email CONTROL! (New Products).(Brief Article)
February 1, 2003... DYS Analytics, Inc., a provider of traffic management and optimization solutions, has announced the shipment of Email CONTROL! version 4.0 for both IBM Lotus Domino and Microsoft Exchange environments. Email CONTROL! 4.0 was designed to enable...

Waldmann Lighting Debuts Roma. (New Products).(Brief Article)
February 1, 2003... Waldmann Lighting, an international designer and manufacturer of task lighting for workplace areas, announced the introduction of its Roma task light. The Roma is part of Waldmann's Twin-C Task/Ambient Lighting System, which includes a...

Motive announces Storage Networks Solution. (New Products).(Brief Article)
February 1, 2003... Motive Communications, Inc., a provider of intelligent service software, recently announced the availability of its Enterprise Service Solution for Storage Networks, The solution was designed to enable storage vendors and service providers to...

Alcatel adds to OmniSwitch family. (New Products).(Brief Article)
February 1, 2003... Alcatel has announced two new additions to its OmniSwitch family. The new releases were designed, according to the company, to raise the standard in high-availability for enterprises requiring a nonstop multiservice infrastructure for real-time...

ePeople releases Teamwork 4.5. (New Products).(Brief Article)
February 1, 2003... ePeople, a provider of collaborative CRM products, has announced ePeople Teamwork 4.5, a Web-based collaborative supporr software for companies that sell complex products. With new features including Resolve Anywhere for e-mail collaboration,...

KnowledgeBase Marketing offers Digital Neighborhoods. (New Products).(Brief Article)
February 1, 2003... KnowledgeBase Marketing and its patent company Wunderman recently unveiled Digital Neighborhoods, a tool that segments consumers by their online behavior -- the amount of time they spend online and the purpose for which they use the Internet....

DPS Consulting releases results. (New Products).(Brief Article)
February 1, 2003... DPS Consulting, a contact management company, has announced the release of its new Results software. Designed for the needs of small businesses and organizations, Results integrates the key functions of contact and business management within...

Bustronic releasas PICMG 2.16-compliant backplace. (New Products).(Brief Article)
February 1, 2003... Bustronic Corporation, a designer and manufacturer of backplanes, has announced a new PICMG 2.16-compliant backplane with dual fabric slots designed to help achieve high availability (HA). The eight-slot Compact Packet Switching backplane...

Earning customer loyalty through automation. (Customer Relationship Management).(Industry Overview)
February 1, 2003... In the film Blaze, Paul Newman's character cautions, "Never trust anyone who says, 'Trust me.'" The same warning could be issued regarding technology providers who claim to be able to automate customer loyalty. The fact is, customer loyalty...

Tenth-annual MVP Quality Award winners. (Outsourcing).(Industry Overview)
February 1, 2003... With the Customer Inter@ction Solutions[R] 2002 MVP (Marketing Via Phone) Quality Awards, we celebrate a decade of the continual refinement of the methods, the technologies and the human quest for smarter, more efficient business services and...

Beware the vaccum: e-mail management in the age of multichannel customer service. (e-CRM).
February 1, 2003... In an age when many consumers are tied to their computers for both work and leisure, it's often easier and more efficient for customers to send an e-mail to a customer service representative to make an inquiry, report a problem or even place an...

Perish the paradox: using analytics to unearth true intelligence in customer interactions. (Call Center/CRM Management Scope).
February 1, 2003... Every year, XYZ Pharmaceuticals receives about 5,000 telephone orders from pharmacies and patient care facilities for medications to treat hypertension. Based on company experience over the past 18 months, XYZ knows that fully one-third of...

Lost in a sea of spam? (TMC Labs).(Product/Service Evaluation)
February 1, 2003... Being able to directly market to your customers, whether it's via fax, phone calls or e-mail goes right to the heart of our American capitalist society. Unfortunately, the right to market to your customers has been slowly eroding due to a few...

Albuquerque and rural New Mexico heat up. (RE: Locations).
February 1, 2003... Historically, when one thought of call center, back office and shared service center meccas in the U.S., places like Omaha, Kansas City, Tampa, Orlando, Phoenix, Houston, Dallas, Salt Lake City and Oklahoma City came to mind. It is doubtful...

Ask Dr. Jon. (The Purdue Page).(Brief Article)
February 1, 2003... Q: I'm looking for the following data: percent of revenue increase based on each percent improvement in customer satisfaction rating. Example: If we improve our call center rating from 83 percent to 90 percent overall satisfaction, is there a...

Research highlights from Prudue University. (The Prudue Page).(call centers)(Brief Article)
February 1, 2003... As you can see in the graph, the overwhelming majority of participants (49 percent plus 43 percent) felt their call experience was important in shaping their image of a company. We feel this is a critical finding. It proves that since call...