Customer Interaction Solutions articles from February 2007

Customer Interaction Solutions archives from February 2007

On contact centers, CRM and teleservices leadership ... award winning companies continue to grow when they conduct award marketing: contact centers, CRM and technology providers and teleservices companies reach for the ultimate in quality and performance by winning MVP Quality Awards and 2006 Product of the Year Awards.(Publisher's Outlook)(Company overview)
February 1, 2007... As the industries' preeminent and pioneering publication since 1982, it has always been the responsibility of this publication to recognize outstanding performances by the valued vendors of technology, solutions and teleservices for the contact...

Another hat in the CRM ring.(High Priority)
February 1, 2007... The world of software is succumbing to a few forces which seem to be operating in stark contrast to one another. In most industries where we see consolidation, it is due to private equity reasons. There are hundreds of billions of dollars being...

Telrex announces CallRex release 3.5.(Customer Inter@ction NEWS)
February 1, 2007... Telrex, developer of VoIP call recording and monitoring software for businesses using IP-PBXs or hosted VoIP services, recently announced the release of CallRex Professional 3.5 featuring an advanced distributed services software architecture....

FrontRange announces GoldMine Plus Accounting 4.0.(Customer Inter@ction NEWS)
February 1, 2007... Responding to customer requests for tighter integration between front- and back-office data, FrontRange Solutions has announced the general release of GoldMine Plus Accounting 4.0. This add-on to the organization's CRM solution allows users to...

InfoCision challenges telemarketing competitors.(Customer Inter@ction NEWS)
February 1, 2007... InfoCision Management Corporation has openly invited all firms that could benefit from telemarketing programs to take what the company refers to as "a split test," which would pit InfoCision against any other teleservices firm. If InfoCision's...

Nuance launches IP-based voice Dialer for employee-to-employee communications.(Customer Inter@ction NEWS)
February 1, 2007... Nuance Communications, Inc. has introduced its SpeechAttendant Internal Dialer, a turnkey, IP-based speech-enabled auto-attendant solution for employee-to-employee communications. Following rising corporate investment in VoIP and IP telephony,...

Call center experts launch Site Selection Group.(Customer Inter@ction NEWS)
February 1, 2007... King R. White, former principal of Trammell Crow Company, has spun-off its Call Center Site Selection Group to form Dallas-based Site Selection Group, a global location strategies company. Site Selection Group, LLC is a full-service location...

LiveOps develops Secure Exchange.(call center software)(Brief article)
February 1, 2007... LiveOps, a provider of distributed contact center solutions, has announced the immediate availability of Secure Exchange, a patent-pending system that allows callers to provide and receive sensitive personal information while restricting the...

Interactive Intelligence announces new workforce management software.(Customer Inter@ction NEWS)
February 1, 2007... Interactive Intelligence Inc. has made generally available its new contact center workforce management software module, Interaction Optimizer. The company designed Interaction Optimizer to offer affordable forecasting, scheduling and real-time...

Data Collection Resources releases CEMS version 6.0.(Brief article)
February 1, 2007... Data Collection Resources, a provider of quality monitoring, call center recording and e-learning management solutions for call centers in North America, has announced the general availability of CEMS Release 6.0. CEMS 6.0 offers new features...

Sales Progress launches new sales coaching software.(Customer Inter@ction NEWS)
February 1, 2007... Sales Progress LLC has announced the availability of its updated Sales Progress Coaching System. The software was designed to provide resources for sales/customer service staff to advance their knowledge, enable managers to improve employee...

Persay and YeSpeech build centralized, cross-channel speaker verification system.(Customer Inter@ction NEWS)
February 1, 2007... Persay Ltd., a provider of biometric speaker verification technology, has announced that it will participate in an extensive project with Korean-based YeSpeech (formerly YesTechnology) to provide a multichannel, centralized speaker verification...

CosmoCom launches version 5 of CosmoCall Universe.(Customer Inter@ction NEWS)
February 1, 2007... CosmoCom, a provider of Unified Customer Communications, recently announced Version 5, its major upgrade to CosmoCom's CosmoCall Universe (CCU), the company's IP-based contact center software platform. CosmoCom has dubbed the new version the...

TARGUSinfo announces Enhanced Call Detail.(Brief article)
February 1, 2007... TARGUSinfo, a provider of caller name services, recently announced Enhanced Call Detail services for the telecommunications market. Available now, Enhanced Call Detail can increase the valuable call information telco providers can offer their...

Telecom CRM, e-commerce and analytics market to reach $1.3 billion in 2010.(Customer Inter@ction NEWS)
February 1, 2007... A new study from telecom market research and consulting firm Dittberner Associates predicts resurgent growth in the market for CRM and related customer assurance software. The report, entitled "Telecom Customer Assurance & Analytics," sizes the...

Willow CSN changes name to Arise Incorporated.(Brief article)
February 1, 2007... Home agent provider Willow CSN has announced that it has changed its name to Arise Incorporated. The renamed company will continue to offer virtual business services to companies in the consumer goods, retail, travel and financial services...

Toshiba launches new IP Desk Telephone.(Customer Inter@ction NEWS)
February 1, 2007... Toshiba America Information Systems Inc. Telecommunication Systems Division has announced its new Toshiba IPT2010-SDC IP Desk Telephone, which includes an Analog CO line interface for local dialing, including emergency calls. It is compatible...

Inter-Tel announces release of Unified Communicator v4.0.(Customer Inter@ction NEWS)
February 1, 2007... Inter-Tel, Incorporated, a provider of voice and data communications solutions for businesses, has announced the general release of its Unified Communicator version 4.0 software, a robust presence management and collaboration tool that enables...

ASC releases enhanced VoIPRecording solution for Windows.(Customer Inter@ction NEWS)
February 1, 2007... ASC, a provider of communications recording and quality monitoring solutions for contact centers, financial institutions and public safety and government organizations, recently announced the release of an enhanced version of EVOip for Windows,...

M2M Holdings Inc. acquires KNOVA Software Inc.(Customer Inter@ction NEWS)
February 1, 2007... M2M Holdings Inc., the privately held holding company jointly owned by Battery Ventures VI L.P. and Thoma Cressey Equity Partners, recently announced it has signed a definitive agreement to acquire KNOVA Software Inc., a provider of intelligent...

CallCenterComics.com.(Cartoon)
February 1, 2007... www.CallCenterComics.com [ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED]

When "getting human" isn't enough: using testing and monitoring to ensure the quality of contact center applications.(CUSTOMER RELATIONSHIP MANAGEMENT)
February 1, 2007... For most organizations, self-service applications--including IVR, CTI and CRM technologies--have become critical elements of the contact center. And it's no surprise that the business benefits of using self-service applications instead of live...

The TMC Seal of Approval.(2007 Recommended Vendor List)
February 1, 2007... The following 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/Hardware Amcat Co-Nexus, Inc. etalk IEX...

Fourteenth annual MVP (Marketing Via Phone) Quality Award winners.
February 1, 2007... This is the fourteenth year Customer Inter@ction Solutions 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 by the growing...

The elusive work-life balance: five steps to achieving harmony with workforce management.(WORKFORCE OPTIMIZATION)
February 1, 2007... The familiar terms "flexible working" and "work-life balance" hold different meanings for different people. For an employer, flexibility often means a way to ensure staff availability at the right times to meet customer demand. To the employee,...

Achieving successful sales in the call center.(MANAGEMENT SCOPE)
February 1, 2007... As call centers have experienced increased pressures from managers to reduce costs and regulations have forced them to constrict calling activities, the demand for revamping processes has grown. As a result, many centers have focused on sales...

The 2006 Customer Inter@ction Solutions Product of the Year Awards, Part Two.
February 1, 2007... Each year, Customer Inter@ction Solutions magazine bestows its Product of the Year awards on companies that have demonstrated excellence in technological advancement and application refinements. Listed here are products and services that we've...

Leveraging analytic solutions to improve insight, performance and customer experiences.
February 1, 2007... Customers today are empowered. They demand more from the companies with which they engage. Companies are faced with the increasing complexity of customer interactions, managing the growing repositories of data stored across their organization,...

Clicks-and-mortars: doubly dismal customer service.(Last Call)
February 1, 2007... Though the estimates vary, most sources have called this online holiday shopping season somewhere in the range of $25 billion, and most agree that the growth rate over last year was about 25 percent. Market research firm comScore Networks...