Customer Interaction Solutions articles from January 2007

Customer Interaction Solutions archives from January 2007

2007 contact center CRM industry status and forecast.(Publisher's Outlook)(Company overview)
January 1, 2007... Our phenomenal industry, which officially began to grow as of June 1982 with the publication of our flagship magazine, Telemarketing[R], has continued to grow, in spite of many obstacles and roadblocks, at a phenomenal rate. Just this morning,...

VoIP changes the lives of disabled veterans.(High Priority)(Company overview)
January 1, 2007... Today, many people know how voice over Internet protocol (VoIP) has changed lives and how it has allowed communications to take place among individuals who previously could not afford to communicate. Voice over IP is obviously a "disruptive...

Letters.(Letter to the editor)
January 1, 2007... Mr. Tehrani: We received a copy of your November Customer Interaction Solutions magazine, and I read your Publisher's Outlook, "The 20 Habits Of Lousy Marketers" (www.tmcnet.com/414.1). I suspect that to some extent, you are preaching...

The TMC Seal of Approval.(Technology Marketing Corp.'s recommended vendors list for TMC awards list)(Brief article)
January 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...

Avidian Technologies announces Prophet 4.0.(customer relationship management software)(Brief article)
January 1, 2007... Avidian Technologies recently announced the launch of Prophet 4.0, the newest version of its Outlook-based Contact Management and Sales CRM solution. Along with improved usability and more advanced contact management features, Prophet 4.0...

IDC studies expansion of homeshoring.(International Data Corp.)(Brief article)
January 1, 2007... IDC, provider of market intelligence and advisory services for the information technology, telecommunications and consumer technology markets, has released a study on the expanded scope of the use of "homeshoring," a home-based customer service...

RADVISION chosen by CESTEL to deliver video-enhanced services and contact centers.(Brief article)
January 1, 2007... RADVISION LTD., a provider of voice and video network infrastructure and developer tools for unified visual communications over IP, 3G and emerging next-generation networks, has announced that CESTEL, a major Spanish system integrator for the...

West Corporation partners with disabled veterans group to provide jobs.(Customer Inter@ction NEWS)
January 1, 2007... West Corporation, provider of outsourced communication solutions, has announced a work at home partnership with CORA (Creating Opportunities by Recognizing Abilities), a not-for-profit organization specializing in providing career opportunities...

MaraStar's ToonUps available globally.(MaraStar Communications launched Web portal)(Brief article)
January 1, 2007... MaraStar Communications, the creators of ToonUps, 30- to 60-second customizable animations designed to deliver company messages and training with an element of fun, recently introduced a Web portal for international customers. With this new...

Keynote launches online customer experience research solution.(Keynote Systems Inc., customer relationship management software)(Brief article)
January 1, 2007... Keynote has announced the release of Keynote WebEffective 5.0, an upgraded version of its on-demand customer experience/UX solution designed to help companies improve their Web site effectiveness and online business performance by conducting...

MySQL database enables Tellme to reduce costs and maintain availability.(Tellme Networks)(Brief article)
January 1, 2007... MySQL AB has announced that Tellme Networks, Inc. is benefiting from reduced database-related costs by using the open-source MySQL database. Tellme employs MySQL to power enterprise and carrier applications on the world's largest open platform...

Nortel to open $38M customer service center in Mexico City.(Customer Inter@ction NEWS)
January 1, 2007... In a move to expand its operations in Latin America, Nortel will invest and spend US$38 million in a new customer service center in Mexico City. The company's new facility, dubbed the Customer Service Center of Excellence (CoE), will employ...

Proxy Networks introduces new Software Developer Kit.(Software Developer Kit 5.10, application development software)(Brief article)
January 1, 2007... Proxy Networks, a provider of reliable, low-cost remote control and screen recording products for remote support, training, network management, compliance and collaboration, recently announced the general availability of Software Developer Kit...

Talisma launches Talisma CIM 8.0.(customer interaction management software)(Brief article)
January 1, 2007... Talisma Corporation has announced Talisma CIM 8.0, a solution designed to address companies' unified-channel interaction management needs. The latest edition of the offering introduces two new products, Talisma Voice and Talisma Campaign, and...

Entellium announces Rave CRM.(Customer Inter@ction NEWS)
January 1, 2007... Entellium has announced the pre-order availability of Rave CRM, the company's new on-demand sales optimization solution geared toward helping independent sales professionals and small businesses sell more effectively. Rave CRM is a complete...

Aspect launches new version of Web Powered Agent 10.1.(Aspect Software Inc., customer relationship management software)(Brief article)
January 1, 2007... Aspect Software, Inc. has announced the release of Web Powered Agent 10.1, a thin-client agent desktop for Aspect Spectrum ACD, a complete inbound solution that includes robust queuing, routing, reporting, agent empowerment and modeling...

GMT unveils GMT Planet 9.5.(human resource management software)(Brief article)
January 1, 2007... GMT Corp., a provider of enterprise workforce and cash optimization solutions, has announced its newest GMT Planet, version 9.5, which was created to extend the functionality of its workforce optimization system. Driven by extensive customer...

SER receives two U.S. patents for audio data monitoring and mining.(Customer Inter@ction NEWS)
January 1, 2007... SER Solutions, Inc., a provider of call management and speech analytics solutions, has received two U.S. patents for methods and apparatus using speech recognition technology. The first patent is for audio data monitoring and evaluation; the...

Symon releases Enterprise Server 9.1.(Symon Communications Inc., customer relationship management software)(Brief article)
January 1, 2007... Symon Communications, Inc., a provider of real-time operational performance, productivity and communication applications, announced the release of Symon Enterprise Server (SES) 9.1 software. SES 9.1 is a robust software engine that powers Symon...

Chordiant offering fraud detection and lending platform.(Customer Inter@ction NEWS)
January 1, 2007... Chordiant Software, Inc., a provider of customer experience software and services, recently announced the release of a software application designed to empower financial institutions to automate fraud investigations and recovery processes while...

Vertical launches Comdial DX-120 phone system.(Vertical Communications)(Brief article)
January 1, 2007... Vertical Communications, a provider of next-generation, IP-based phone systems and applications, has announced the availability of the Vertical Comdial DX-120 Business Communications System. The DX-120 continues the legacy of its predecessor,...

ASC releases MARATHON EVOLUTION XXL.(ASC Telecom AG, recording systems)(Brief article)
January 1, 2007... ASC, a provider of communications recording and quality monitoring solutions for contact centers, financial institutions and public-safety and government organizations, has announced the release of MARATHON EVOLUTION XXL, a new product for...

Interested in learning more about call center technologies?(Customer Inter@ction NEWS)
January 1, 2007... Be sure to check out TMCnet's Whitepaper Library, which provides a selection of in-depth information on relevant topics affecting the call center, CRM and teleservices industries. The library offers white papers, case studies and other...

Interior Concepts launches completely mobile station.(battery-powered desks)(Brief article)
January 1, 2007... Interior Concepts Inc., furniture provider to the call center industry, has announced the release of its Traveler mobile, battery-powered desk. This latest innovation will allow complete mobility for managers and supervisors on the call center...

CallCenterComics.com.(Cartoon)
January 1, 2007... www.CallCenterComics.com [ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED] [c] 2006 By Ozzie Fonseca

Salesforce.com and multitenant integration.(Interview)
January 1, 2007... On-demand solutions provider Salesforce.com has formally announced ApexConnect, a family of multitenant integration solutions created to revolutionize and simplify integration for CIOs and IT departments at customers of all sizes, according to...

Queuing up performance: how to apply a virtual queuing strategy in your contact center.
January 1, 2007... Virtual queuing is a strategy for reducing ASA and trunk/toll costs. The methods are not as well known as CRM, workforce management or IVR self-service. A new concept a decade ago, virtual queuing has come into its own as a proven technique for...

Teleconferencing and distance learning: an inside look.(WORKFORCE OPTIMIZATION)
January 1, 2007... Distance learning is defined by The U. S. Office of Technology Assessment as the "linking of a teacher and students in several geographic locations via technology that allows for interaction." One more definition is also necessary: Satellite...

The 2006 Customer Inter@ction Solutions Product of the Year awards, Part One.
January 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...

Managing speech projects for maximum efficiency.
January 1, 2007... So you're ready to use speech to enhance and personalize the customer experience--now what? To get started, it is critical to understand the elements of a speech project and how best to manage them. [ILLUSTRATION OMITTED] Upfront...

Managing successful speech projects: ten mistakes to avoid along the way.
January 1, 2007... Speech technologies offer call center managers important opportunities to improve customer satisfaction and reduce costs. According to industry analysts at Forrester, good speech-enabled phone self-service systems offer interaction advantages...

Speech technology: great gain for just a little pain.
January 1, 2007... I hate to use the word "holistically" (or its even cheesier, more new-age spelling, "wholistically") since it was one of the most overused words of the 1990s, referring to everything from business processes to herbal supplements to snack foods,...