Customer Interaction Solutions articles from January 2005

Customer Interaction Solutions archives from January 2005

Looking into the crystal ball ... the dawn of a new era in fast-growing contact/CRM centers!(Publisher's Outlook)(customer relationship management)
January 1, 2005... As the publisher of the industry's Number 1 publication since 1982, which laid the foundation of the present multibillion-dollar contact center/CRM industry, here are my visions for 2005: * The future of our industry has never been better!...

2005: the year of the hosted solutions.(customer relationship management software)(Column)
January 1, 2005... For those companies looking for first-rate customer interaction solutions but don't want to spend a fortune on equipment, hosting is making a major comeback. In 2004, there were relatively few IPOs, but one of the most successful was that of...

The CEO Spotlight.(Scott Shute of eTalk Corp.)(Interview)
January 1, 2005... This month, the CEO Spotlight focuses on Scott Shute, President and CEO of etalk Corp., a global provider of enterprise-class contact center performance solutions. TS: In the last few years, call recording seems to have become even more...

The TMC Seal of Approval.(2005 Recommended Vendor List)(Brief Article)
January 1, 2005... The following Recommended Vendors have distinguished themselves by winning one or more of TMC's coveted awards, earning them the TMC Seal of Approval. Teleservices Outsourcing West Corporation InfoCision Management Corporation ...

Toshiba eases evolution with flexibility.(new product from Toshiba America Information Systems Inc.)(FeatureFlex)
January 1, 2005... In Chris Cooper's Oscar-winning performance in the film "Adaptation," his character breaks down simply and ingeniously why he is so drawn to plants: "Because they're so mutable. Adaptation is a profound process--means you figure out how to...

Symon announces SES 8.1 for business intelligence.(Symon Communications Inc.'s Symon Enterprise Server)(Brief Article)
January 1, 2005... Symon Communications, Inc., a provider of enterprise information for productivity and performance management solutions, has announced the release of Symon Enterprise Server (SES) 8.1. Symon has added more collectors and capabilities to SES 8.1...

Centergistic announces AgentView PowerUser dashboard version 4.0.(Centergistic Solutions Inc.)(Brief Article)
January 1, 2005... Centergistic Solutions, a provider of enterprise performance management software, has announced the release of AgentView Enterprise PowerUser version 4.0, sold as a module for Centergistic's AgentView Enterprise Performance Management system....

Telrex announces CallRex v3.0 as enhanced multisite VoIP call recording.(Brief Article)
January 1, 2005... Telrex, a developer of VoIP call recording and monitoring software for small and medium-sized businesses with IP or IP-enabled telephone systems, has announced the release of CaliRex Version 3.0. "CallRex is entirely software-based, thus it...

ASC provides free VoIP recording solution.(Brief Article)
January 1, 2005... ASC, a provider of integrated communications recording and performance improvement solutions, has announced a trial version of its new VoIP recording solution will be available for free to any company that requests it. The full, working...

FrontRange launches new IT Service Management solution.(FrontRange Solutions Inc.)(Brief Article)
January 1, 2005... FrontRange Solutions, a provider of IT Service Management and CRM solutions for small to mid-sized enterprises (SME) and distributed enterprises, is announcing availability of its new modular IT Service Management (ITSM) solution. Built on the...

Talisma's NetAgent 6.6 intended to increase customer satisfaction/agent productivity.(Brief Article)
January 1, 2005... Talisma, a provider of multichannel CRM solutions, has announced the launch of NetAgent 6.6, a comprehensive multichannel interaction management solution for contact centers that is intended to make it easier for contact center and customer...

SoundBite launches SoundBite 5.0 for Telecommunications.(SoundBite Communications)
January 1, 2005... SoundBite Communications, a provider of on-demand customer communications solutions, has announced the availability of SoundBite 5.0 for Telecommunications, a Web-hosted solution built on SoundBite's patented interactive voice messaging (IVM)...

KANA to optimize service resolution management.(Kana Software Inc.'s Kana Resolution)(Brief Article)
January 1, 2005... KANA, a provider of service resolution management (SRM) solutions, has announced the availability of KANA Resolution, a process-driven customer service solution exclusively focused on optimizing the resolution process. KANA Resolution can...

WebSurveyor releases WebSurveyor 5.0 for DIY online surveys.(Brief Article)
January 1, 2005... WebSurveyor Corporation, a provider of do-it-yourself online surveys, has announced the release of WebSurveyor 5.0, the latest version of its online survey tool. This latest version of the Web-based tool offers greater control through a...

Loquendo releases tool for speech applications prompts, offers Saskia to accompany Willem.(Speech Technologies)
January 1, 2005... Loquendo, an Italy-based speech technology company, has released its latest software technology, Loquendo TTS 6.4, to include TTS Director. Loquendo TTS Director is a multiplatform Java development tool that supports users in designing...

Vocomo announces immediate availability of IVR desktop tool.(interactive voice response solution VocomoVoice Studio 2.1)(Brief Article)
January 1, 2005... Vocomo Corporation, a provider of next-generation interactive voice response (IVR) systems, has announced immediate availability of its new release of VocomoVoice Studio, a desktop tool for developing, testing and debugging VoiceXML IVR...

Kenexa introduces Interview Builder, Web-based solution streamlines hiring process.
January 1, 2005... Kenexa, a provider of human resource solutions, has announced the introduction of Kenexa Interview Builder, the company's comprehensive solution for providing HR and hiring managers with competency-based structured interviews. Previously...

Oracle buys PeopleSoft.(Brief Article)
January 1, 2005... Oracle Corporation has announced its signing of a definitive merger agreement to acquire PeopleSoft, Inc. after 18 months' of hostility. Oracle intends to enhance PeopleSoft 8, to develop a PeopleSoft 9, to enhance a JD Edwards 5, and to...

IBM and Fujitsu partner to promote open standards for autonomic computing.(Quick Hits)(Brief Article)
January 1, 2005... Fujitsu Limited, a provider of customer-focused IT and communications solutions, and IBM, the information technology company, have announced an agreement to collaborate on autonomic computing standards. Initial areas of collaboration are...

CPT's Voice Harbor integrates with VoiceGenie's NeXusPoint.(CPT International, VoiceGenie Technologies Inc.)(Brief Article)
January 1, 2005... CPT International, a provider of standards-based voice application hosting services, has announced that VoiceGenie Technologies' NeXusPoint software is now supported by CPT's Voice Harbor. VoiceGenie is a provider of VoiceXML-certified...

Genesys announces reseller agreement with PeopleSoft, forms strategic relationship with Unveil.(Quick Hits)
January 1, 2005... Genesys Telecommunication Laboritories, Inc., a contact center software provider and Alcatel company, and PeopleSoft, Inc. have announced a new global reseller agreement. Under the agreement, both companies will collaborate on product roadmaps...

ServiceWare and Kanisa to merge.(Quick Hits)
January 1, 2005... ServiceWare Technologies, Inc., a provider of knowledge management solutions for service and support, and Kanisa Inc., a provider of service resolution management (SRM) software applications, have announced the signing of a definitive agreement...

Recruitmax launches DIG and raises contribution for First Coast Brain Injury Support Group.(Data Intelligence Group)(Brief Article)
January 1, 2005... Recruitmax, a provider of workforce management technology solutions, has announced the launch of its Data Intelligence Group (DIG). Recruitmax DIG is composed of several in-house technology experts and certified professionals who will focus on...

VCom and Navigata partner for WiMAX delivery of wireless high speed internet in Kamloops.(Navigata Communications Inc.)(Brief Article)
January 1, 2005... VCom Inc. (formerly WaveCom Electronics Inc.), a designer and manufacturer of wireless telecom products, has partnered with Navigata Communications Inc., a member of the Sask Tel group of companies, to provide the primary equipment required for...

Workscape opens international data centers.(Brief Article)
January 1, 2005... Workscape, Inc., a provider of human resource solutions, has announced its expansion of operations with the opening of two new international data centers. Workscape's European data center is located in Germany, and its Asia Pacific data center...

UniPress and Contactual partner to deliver integrated customer service and telephony solutions.(Brief Article)
January 1, 2005... UniPress Software, Inc., a provider of Web-based service desk automation solutions targeting the mid-market, and Contactual (formerly White PJ, Inc.), a provider of on-demand contact center solutions, have announced a partnership to offer...

Voiceglo products and services now available through eCOST.com online retail site and catalog.(Quick Hits)(Brief Article)
January 1, 2005... Voiceglo, a communications and networking company, has announced that online retailer eCOST.com will distribute Voiceglo's Internet phone products, including its proprietary GloPhone service, through eCOST.com's Web-based store and catalog. As...

The #1 IP contact center conference & expo!(management)
January 1, 2005... The #1 IP Contact Center Conference & Expo! February 22-25, 2005 * Hyatt Regency Hotel * Miami FL Contact centers may be the biggest beneficiaries of a switch to IP telephony. In addition the well-documented cost savings VoIP offers...

Outsourcing: assembling your best options.(customer service future)(Editorial)
January 1, 2005... Lately, the business headlines scream daily about their best advice for conducting business and outsourcing. Outsource everything to India! Stay put! Partner with a firm in the Caribbean! Co-source to the Philippines! Move to a cheaper domestic...

The benefits of a blended customer contact solution.(INNOVATIVE SOLUTIONS FROM THE TELESERVICES EXPERTS)
January 1, 2005... In recent years, companies have been forced to choose between either high quality or low cost when implementing a customer service solution. Domestic contact centers generally provided the highest quality service, but competitive pressures have...

Bolstering customer service through service resolution management.(CUSTOMER RELATIONSHIP MANAGEMENT)
January 1, 2005... As companies look to grow their customer base, they are continually seeking ways to provide greater levels of customer service in order to attract and retain patrons. Although most organizations realize that providing great customer service is...

IP contact centers and the agile company.(use of voice over internet protocol to maintain customer relations)
January 1, 2005... The contact center has long been looked upon as a cost center in an organization. This stigma is what has kept many organizations from investing more heavily in this area of their business. The introduction of technologies like VoIP are...

Build customer loyalty while reducing operational costs.(INNOVATIVE IDEAS FROM THE IP CONTACT CENTER EXPERTS)
January 1, 2005... As contact centers play an increasingly critical role in customer transactions, many businesses are seeking tools and applications to generate new revenue during interactions with established customers, essentially making sales and service...

Educating the next generation.(teleservice profession)(Column)
January 1, 2005... Like many of you, I spent time over the Thanksgiving holiday "at home." Home for me is Lincoln, Nebraska. While I was in town, my nephew Sean informed me that he was going to be joining the ranks of teleservices professionals. He had recently...

Hosted CRM for the contact center.(customer relationship management )
January 1, 2005... This is a good time to explore and acquire hosted CRM solutions for your contact center. Often called "on-demand" solutions, hosted software applications for customer service, marketing automation, sales force automation and other aspects of...

Customer Inter@ction Solutions' 2004 Product of the Year awards.(MANAGEMENT SCOPE)
January 1, 2005... Each year, Customer Inter@ction Solutions[R] magazine bestows its Product of the Year awards on companies that have demonstrated excellence in technological advancement and application refinements. These are products and services that have gone...

Knowledge management doesn't come in a box.(MANAGEMENT SCOPE)
January 1, 2005... In day-to-day life, there are many examples of how components can be interconnected to create a desired solution. Although Apple Computer has now hidden the computer inside the monitor, there is still a host of external components that will...

Redundancy key to high availability voice services.(management of customer service)
January 1, 2005... It's no secret that organizations today rely on a constant stream of voice and data communications to maintain contact with customers, staff and business partners. It's also clear that system architects must provide for the highest degree of...

Apptera rolls out new packaged speech applications for financial services.(Apptera Account Enrollment, Account Payment and Mortgage Quote )(Brief Article)
January 1, 2005... Apptera, a provider of configurable packaged speech applications, has announced the availability of new packaged speech applications for the company's Financial Services Suite. Apptera Account Enrollment, Account Payment and Mortgage Quote...

Nuance Voice Platform honored by Forrester Research.(Brief Article)
January 1, 2005... Nuance recently announced that its Nuance Voice Platform, the company's open, standards-based platform optimized for speech, was named a "Top Market Leader" by analyst firm Forrester Research in its December 8, 2004 Forrester Wave report....

Edify achieves VoiceXML 2.0 certification.(VoiceXML Forum)(Brief Article)
January 1, 2005... Edify Corporation, a supplier of voice and speech solutions, recently announced that the Edify Voice Interaction Platform (EVIP) 9.0 has achieved VoiceXML 2.0 certification through the VoiceXML Forum's Platform Certification Program. VoiceXML...

Multimodal Speech Synthesis.(speech recognition software)(Brief Article)
January 1, 2005... Multimodal speech synthesis is artificial speech accompanied by the image of a human face that replicates emotions: smiles, frowns, winking, head shaking, etc. The progress of artificial speech has been rapid, but in many cases, synthesized...

Michel de Montaigne.(SPEECH-WORLD[TM])(Brief Article)
January 1, 2005... Our speech has its weaknesses and its defects, like all the rest. Most of the occasions for the troubles of the world are grammatical. --Michel de Montaigne (1533-1592), French essayist

GoldMine 6.5/6.7.(TMC[TM] Labs Review)
January 1, 2005... GoldMine 6.5/6.7 FrontRange Solutions Inc. 6701 Koll Center Parkway Ste. 250 Pleasanton, CA 94566 Ph: 800-776-7889 Web: www.frontrange.com Price: $495 per concurrent user GoldMine 6.7 is the latest version...

WebPosition Gold 3 Platinum.(TMC[TM] Labs Review)(Product/Service Evaluation)
January 1, 2005... WebPosition Gold 3 Platinum WebPosition (owned by NetIQ) 851 SW 6th Ave., Ste. 700 Portland, OR 97204 Ph: 800-962-4855 Web: www.webposition.com Price: WebPosition Gold 3 Standard, $149; WebPosition Gold 3...

Reducing staff may cost you money.(call centers)
January 1, 2005... Many businesses have felt the effect of a slowed economy over the past few years. All departments, including the call center, have been asked to tighten their belts and make the most of resources. [ILLUSTRATION OMITTED] Because about...

Welcome to a new era of customer contact.(forecast of call center software)(Column)
January 1, 2005... I bet you've heard that before, huh? Probably from many editors and analysts, including me. It's become the contact center's version of "Have A Nice Day." It's often uttered, but we seldom notice it anymore, and we're not even completely sure...