Customer Interaction Solutions articles from January 2002

Customer Interaction Solutions archives from January 2002

An important message from the publisher of customer inter@ction solutions[TM] magazine. (Publisher's Outlook).(Editorial)
January 1, 2002... Nadji Tehrani Dear Loyal Reader: Although the communications technology market has been in turmoil lately due to recessionary market conditions, with many market segments experiencing sudden and deep downturns, there are several...

The brave new world of internet telephony in the contact center. (High Priority!).(Editorial)
January 1, 2002... Last year, in this magazine's January issue, our cover featured a tribute to Arthur C. Clarke's 2001: A Space Odyssey. Not wanting to break tradition, I've chosen another sci-fl-related title with which to begin the year. In editorial this...

Four paths to better service. (Technology Highlights).
January 1, 2002... SPSS Recommendation Engine A great promise held out by the Web and one of the end uses of CRM is providing personalization on a scale unimagined and unimaginable a few years ago. Unfortunately, due to the ease of Internet access and the...

Telephony@Work launches CallCenter@nyWhere Version 5.0. (New products).(Product Announcement)
January 1, 2002... Telephony@Work, a vendor of carrier-class contact center technology, has announced the launch of version 5.0 of its CallCenter@nywhere platform, a carrier-class contact center solution for hosted services, outsourcers and enterprise contact...

VoiceLogger offers enterprise-class call recording to smaller businesses. (New Products).(Product Announcement)
January 1, 2002... VoiceLogger, Inc., a provider of digital call recording solutions, has released Digi Voice 2.6, a Windows-based call monitoring, logging and recording system which aims to offer large call center features to small and mid-sized customer contact...

MUSIC telecom delivers advanced call recording packages. (New Products).(Brief Article)(Product Announcement)
January 1, 2002... MUSIC Telecom, Inc., a provider of advanced recording technologies, has announced three new product packages that permit passive integration and recording from digital PBX extensions. MUSIC Telecom's new DigiLog D32, D96 and D128 packages offer...

Yube releases e-services suite. (New Products).(Brief Article)(Product Announcement)
January 1, 2002... Yube Inc., a provider of Web-based customer-facing software for post-sales customer services automation, has announced the immediate availability of Yube e-Services Suite Release 5.0 for licensing or as a hosted solution. The release includes a...

Interactive intelligence otters hosted communications service. (New Products).
January 1, 2002... Interactive Intelligence Inc., a developer of interaction management software, launched a new communications services group on Oct. 1, 2001 designed to offer hosted inbound and outbound interactive voice response and e-mail and Web auto...

Active voice announces reception. (New Products).(Brief Article)(Product Announcement)
January 1, 2002... Active Voice, LLC, a provider of unified messaging and computer-telephony software solutions, has announced the availability of Reception, its new voice mail solution for small businesses. Reception will replace Active Voice's Lingo 1.0 and...

The call center school offers new E-learning program. (New Products).(Brief Article)
January 1, 2002... The Call Center School has announced its new e-learning program for call center professionals called Call Center ABCs: Fundamentals for Call Center Staff. Developed in conjunction with PrimeLearning.com, an c-learning development company, the...

Bandwidth.com rolls out VPN. (New Products).
January 1, 2002... Bandwidth.com, an agent of the nation's premier data telecommunication carriers, has announced the rollout of the Bandwidth.com Virtual Private Network (VPN). This alternative to private line, frame relay and ATM networks aims to provide...

Clustra systems releases always-on database upgrade. (New Products).(Product Announcement)
January 1, 2002... Clustra Systems, Inc. has announced the availability of the newest 4.1 release of its always-on SQL database, featuring improvements in performance, availability and management. Now capable of scaling to dozens of data nodes for support of...

Revenio launches revenio dialog version 3.0. (New Products).(Product Announcement)
January 1, 2002... Revenio, Inc. has announced the availability of Revenio Dialog version 3.0, a software platform designed to provide users with improved capabilities for automating the process of acquiring, developing and retaining loyal and profitable customer...

Iguana-Farm.com launches ASP E-mail manager tool. (New products).(Brief Article)(Product Announcement)
January 1, 2002... Iguana-Farm.com, a Web development firm, has released a new Web-based e-mail management tool designed to help companies manage their e-mail communications anytime, anywhere and by any number of people. The tool allows multiple users to access...

Hipbone unveils live interaction platform for next-gen contact centers. (New Products).
January 1, 2002... Hipbone, Inc., a provider of real-time Web interaction solutions, has launched a new multichannel interaction platform targeted at companies that sell high-cost, high-touch products and services via the Web. Branded under the name Synetry, the...

VoiceGenie offers myvoiceGenie. (New Products).(Brief Article)(Product Announcement)
January 1, 2002... VoiceGenie Technologies Inc., a provider of voice XML (VXML) gateway solutions, recently announced MyVoiceGenie, a PC-based software designed for the Windows XP Operating System that allows users to run VXML applications on their desktop...

MindArrow launches e-commerce solution. (New Products).(Brief Article)(Product Announcement)
January 1, 2002... MindArrow Systems Inc., a provider of rich media software and services for direct digital marketing and communications, recently announced the availability of MindArrow Commerce, which includes a patented technology that enables the digital...

Paramon technologies debuts ParaCRM. (New products).(Product Announcement)
January 1, 2002... Paramon Technologies has announced the launch of its new CRM software that was designed to completely cut through language barriers. ParaCRM can aid international business users in working with nearly every human language in the world and...

Allen interactions launches DialogCoach. (New Products).
January 1, 2002... Allen Interactions Inc. has debuted DialogCoach, its multimedia software designed to combine artificial intelligence and voice recognition technology to simulate live customer calls and provide trainees with immediate evaluation and feedback....

CAS inc., develops direct mail cost savings product. (New Products).(Brief Article)(Product Announcement)
January 1, 2002... CAS, a direct marketing service bureau, has released a new direct mail product called Phantom Finder. The product identifies prospects on a mailing list who are less-than-ideal candidates to respond to a direct mail campaign. Through a GAS...

Magic software enterprises releases eMerchant version 2. (New Products).(Magic eMerchant 2.0 electronic commerce software)(Product Announcement)(Brief Article)
January 1, 2002... Magic Software Enterprises, a provider of development technology and business solutions, has released Magic eMerchant v2, its next generation of customizable and fully functional e-commerce framework. In addition to offering such features as...

IEX introduces customer interaction center. (New Products).(TotalView Customer Interaction Center)(Product Announcement)(Brief Article)
January 1, 2002... IEX, a Tekelec company and a provider of contact center solutions, has announced the TotalView Customer Interaction Center (CIC). Available to all Total View customers and distributors, the CIC system aims to provide easy access to IEX support...

Avaya delivers unified messaging solution. (New Products).(Avaya Speech Access for Unified Messenger)(Product Announcement)(Brief Article)
January 1, 2002... Avaya Inc. has introduced a unified messaging solution that allows mobile workers to access voice messaging, Microsoft Exchange and Microsoft Outlook functions such as e-mail, calendar and task list management, using conversational phrases from...

Respond introduces respond loyalty suite. (New Products).(Product Announcement)(Brief Article)
January 1, 2002... Respond, a provider of customer feedback software and services, has announced Respond Loyalty, a multitiered customer retention system designed to enable businesses to realize greater profitability by achieving higher levels of customer...

Mindful develops virtual agent modules. (New Products).(Product Announcement)(Brief Article)
January 1, 2002... Mindful Technologies, developer of software that enables companies to staff their Web sites with personalized virtual agents, has announced the launch of its Virtual Agent Modules. Mindful's Virtual Agents were designed to provide online sales...

Polycom introduces accelerated communications architecture.(Brief Article)(Product Announcement)
January 1, 2002... Polycom, Inc., a company that offers products covering the convergence of interactive voice, video and data communications, has introduced The Polycom Accelerated Communications Architecture. This architecture was designed as an intelligent,...

MessageMedia releases UnityMail 5.1. (New Products).(e-mail software)(Product Announcement)(Brief Article)
January 1, 2002... MessageMedia, Inc., a provider of permission-based e-mail marketing and messaging solutions, has debuted UnityMail 5.1, the newest version of UnityMail enterprise solution software. This database-enabled software offers improved capabilities...

Auscomp releases auscomp eNavigator suite.(Product Announcement)(Brief Article)
January 1, 2002... Auscomp WorldWide has released its Auscomp eNavigator Suite, a control center software. Its primary function is for content and event management, navigation and instant messaging communication. However, it also features customizable news, site...

NetLert releases NIKS automated enterprise messaging server.(NetLert Instant Knowledge Server 2.0)(Product Announcement)(Brief Article)
January 1, 2002... NetLert Communications, Inc. has announced the release of NIKS, its NetLert Instant Knowledge Server, version 2.0. NIKS collects real-time data from enterprise data sources, such as corporate databases, Web servers and call center switches, and...

TeleSage debuts ScanQuest.(image scanning software)(Product Announcement)(Brief Article)
January 1, 2002... TeleSage, Inc., makers of SmartQuest interactive voice response (IVR) software, has announced the addition of the ScanQuest software program to its product portfolio. The development of this software allows TeleSage to offer dual IVR and...

divine announces acquisition of synchrony. (Happenings).(Brief Article)
January 1, 2002... divine, inc., an integrated solution provider focused on the extended enterprise, has acquired Synchrony Communications, a customer interaction management suite provider. The aim of the acquisition is to enhance divine's customer interaction...

CustomerLinx applies for COPC-2000 certification. (Happenings).(Brief Article)
January 1, 2002... CustomerLinx Corp., which offers Web-enabled, multi-mode CRM services, has announced it has begun its application for COPC-2000 certification. The COPC-2000 standard is a practitioner-based, user-driven set of practical operating requirements....

NMS to acquire lucent division. (Happenings).(Brief Article)
January 1, 2002... NMS Communications has announced plans to acquire the voice quality and echo cancellation business of Lucent Technologies for $60 million in cash. Lucent's voice enhancement and echo cancellation business has approximately 100 customers...

Vanenburg group BV acquires majority of rissa solutions Oyj. (Happenings).(Brief Article)
January 1, 2002... Vanenburg Group BV has announced the acquisition of a majority stake in mobile service applications vendor Rissa Solutions Oyj. Vanenburg Group increased their share in the company to 52 percent after an acquisition of shares from Eqvitec...

Knowlagent taps new CEO. (Happenings).(Rusty Gordon)(Brief Article)
January 1, 2002... Knowlagent has announced that Rusty Gordon will join the company as chief executive officer, Since 1994, Gordon has led the Atlanta-based iFleet. Prior to serving as CEO and chairman of iFleet, Gordon served as CEO of Automated Design Systems,...

PRC promotes wesley O'Brien to CEO. (Happenings).(Brief Article)
January 1, 2002... Precision Response Corporation (PRC), a provider of CRM services, has announced that PRC's president and COO Wesley O'Brien will succeed co-founder David Epstein as chief executive officer. Although Mr. Epstein has decided to step down as CEO,...

Simtrex corporation names software veteran as CEO. (Happenings).(Craig Richards)(Brief Article)
January 1, 2002... Simtrex Corporation, a provider of simulation technology, has announced that Craig Richards has joined the company as chief executive officer. Richards has spent the last two decades working in the technology side of the contact center...

Dendrite appoints new president and CEO. (Happenings).(Paul Zaffaroni)(Brief Article)
January 1, 2002... Dendrite has appointed Paul Zaffaroni as president and chief operating officer. Zaffaroni is a 20-year IBM veteran and an expert in customer-driven sales, technology and operations. He most recently served as Division Leader at Acxiom Corp.

Diversified data services changes name. (Happenings).(Brief Article)
January 1, 2002... Diversified Data Services Call Centers of Lancaster, Pennsylvania has changed its corporate name to 1 to 1 Contact Centers, Inc. effective immediately. 1 to 1 Contact Centers is an inbound customer contact center with established partnerships...

Chordiant promotes Kelly to CEO. (Happenings).(Stephen Kelly)(Brief Article)
January 1, 2002... Chordiant Software has announced that Stephen Kelly, the company's former president and COO, has succeeded Sam Spadafora as the company's new CEO. He has assumed the new responsibilities of finance, marketing and business development while...

Predictive analytics as the proverbial early bird. (Customer Relationship Management).
January 1, 2002... Why does the early bird get the worm? The behavior of living organisms results in part from data gathered in past efforts for survival. Similarly, expertly leveraged data are a strong factor in successful initiatives within the corporate...

What today's help desk/contact center outsourcers can (and should) offer. (Outsourcing).
January 1, 2002... Outsourcing used to be a numbers game, and choosing a provider was relatively easy -- just find the agency that could answer the most calls in the shortest period of time for the least amount of money. In today's multichannel world, however,...

Customer Inter@Ction solutions' 2001 product of the year awards. (Call Center/CRM Management Scope).
January 1, 2002... Each year, Customer Inter@ction Solutions [TM] magazine bestows its Product of the Year awards on companies that have demonstrated the creme de la creme of technological advancements and application refinements. These are a collection of...

We'll manage. (e-Sales-Service.com[TM] Staff).
January 1, 2002... One company fighting this messaging war is EnvoyWorldWide (www.envoyww.com), which provides a suite of services that provide "one to many" outbound notification that can be sent to all devices a company's clients may choose to use. Envoy's...

IP telephony. (eSales-Service.com[TM] feature).(Technical)
January 1, 2002... In the contact center: It seems there has been a lot of talk about voice over Internet Protocol (VoIP) for years, but little implementation. Now, however, businesses are beginning to find compelling benefits from implementing VoIP in their...

Buying tips for workforce management solutions.
January 1, 2002... Brian Spraetz Product features are obviously important when evaluating a workforce management solution, but there are other essential criteria to consider. In varying degrees, all of the factors below affect the ultimate success of a...

The Philippines: giving India a run for its money. (RE: Locations).
January 1, 2002... I was recently invited to attend a press conference organized by Source One Communications and its new partner, Philippines-based contact center operator Customer Contact Center, Inc. The two companies have teamed to form an entity called...

Respond CenterPoint. (TMC Labs).(Evaluation)
January 1, 2002... Respond, Inc. 88 Danbury Road Wilton, CT06897 Ph: 800-282-0676; Fx: 203-423-7901 Web site: www.respond-inc.com Price: 5 users - $15,000, 100 users - $200,000 We all know that customer satisfaction is a...

eSupport essentials version 4.0. (TMC Labs).(Evaluation)
January 1, 2002... Previo High Bluff Drive, Suite 400 San Diego, CA 92130 Ph: 877-977-3846; Fx: 858-794-4579 Web site: www.previo.com Price: A company requiring backup of less than 100 PCs can purchase Support Appliance (includes...