Customer Interaction Solutions articles from January 2009

Customer Interaction Solutions archives from January 2009

CRM, marketing and lead generation are vital in a recessionary economy.(Publisher's Outlook)
January 1, 2009... Record business failures of companies of all sizes from General Motors, Ford, AIG, Merrill Lynch, etc. to millions of smaller businesses ranging from mom and pop shops to mid-size companies, are obviously the result of the current challenging...

Aspect makes performance management acquisition: combined entity to provide enhanced performance management, coaching, employee review and workflow functionality.(High Priority)
January 1, 2009... Aspect has done a great job rolling up a number of call center companies and even in a slow economy is not letting up. In fact, the company just acquired AIM Technology, a company that streamlines the contact center process allowing...

Best practices in multi-sourcing: the choices are dizzying, and challenging. Here's how to make them without heartache.(Headset)
January 1, 2009... As we head into a period of prolonged economic downturn, companies with call centers are going to spend much of 2009 and beyond looking for the most cost-effective mix of labor. At the same time, centers are trying to lock in customers for as...

Avaya.(NEWS)(Brief article)
January 1, 2009... Avaya (www.avaya.com) now offers automated multichannel (voice, e-mail, SMS) outbound messaging services tailored for the financial and healthcare industries. The new solutions, Proactive Outreach for Financial Services and Proactive Outreach...

Convergys.(NEWS)(Brief article)
January 1, 2009... Convergys (www.convergys.com) now offers Intervoice[R] Voice Portal 6.0 (IVP 6) and the introduction of its next-generation application creation environment--Interaction Composer. With IVP 6, enterprises can now create highly personalized...

FrontRange Solutions.(NEWS)(Brief article)
January 1, 2009... FrontRange Solutions (www.frontrange.com) has added speed to its help desk solutions with HEAT[R] Plus Mobile, which enables field-based technicians to access and update critical service management information including new trouble ticket...

HarQen.(NEWS)(Brief article)
January 1, 2009... HarQen (www.harqen.com) is gradually rolling out VoiceScreener, an automated prospective employee pre-screening solution which enables firms to process large volumes of candidates quickly while eliminating the need for time-consuming,...

ICCM.(NEWS)(Brief article)
January 1, 2009... ICCM (www.iccm.co.uk) has made e-Service Desk, a helpdesk management solution built upon the Metastorm BPM platform available in the U.S. Recognized for its process enabled design, the e-Service Desk can be integrated to deliver a range of...

Interactive Intelligence.(NEWS)(Brief article)
January 1, 2009... Interactive Intelligence (www.inin.com) has added SMS to its Customer Interaction Center[R] (CIC) contact center suite to enable contact centers to communicate with customers both inbound and outbound via this versatile increasingly popular...

Oracle.(NEWS)
January 1, 2009... Oracle (www.oracle.com) has upgraded its Siebel CRM solution. Oracle's Siebel CRM 8.1.1 has updated self-service functionality, including Siebel eSupport and Siebel eCommerce applications, with Java-based J2EE applications built on Oracle[R]...

OrecX.(NEWS)
January 1, 2009... OrecX (www.orecx.com) has bolstered the Oreka Total Recorder (TR) software by enabling to be ready to connect into most commercially available speech analytics engines, thereby increasing ability to process call data and uncover hidden value....

SpeechStorm.(NEWS)(Brief article)
January 1, 2009... SpeechStorm (www.speechstorm.com) plans to launch a new suite of Visual IVR applications. With it enterprises can now offer their customers a new, intuitive way to transact with them using a simple video call on their mobile phones to give a...

Vantage Communications.(NEWS)
January 1, 2009... Vantage Communications (www.vantageip.com) has launched a new small to medium-sized business-targeted CRM solution: vPlatform [TM] CRM. vPlatform CRM, available as a hosted solution, includes advanced customer retention and revenue and sales...

Verizon business.(NEWS)
January 1, 2009... Verizon Business (www.verizonbusiness.com) now offers a VoIP lab where its U.S. clients can test the compatibility and capabilities of customer premises equipment (CPE) that has not been certified with the Verizon VoIP or IP Contact Center...

Mr. Jones, I'm calling from your credit card company.(Cartoon)
January 1, 2009... MR. JONES, I'M CALLING FROM YOUR CREDIT CARD COMPANY TO TELL YOU THAT A CROOK HAS STOLEN YOUR IDENTITY! [ILLUSTRATION OMITTED] 999-99-9999, 5/22/1949, AND SMITH...... ANY IDEA HOW MY INFORMATION WAS COMPROMISED? [ILLUSTRATION...

Aperio CI's Social Network Analysis & Propensities (SNAP).(NEWS)
January 1, 2009... Aperio CI (www.aperioci.com) has come out with the Social Network Analysis and Propensities (SNAP), a powerful application that helps identify social groups within a company's customer network to generate increased revenue and build retention...

Fonality's PBXtra Unified Agent Edition.(NEWS)
January 1, 2009... Fonality (www.fonality.com) has married customer relationship management (CRM) software and telephony to provide a complete integrated view of multichannel contact center operations with its PBXtra Unified Agent Edition (UAE) product. First...

Let the predictions begin!(On The Line)
January 1, 2009... The speeches have been given, and the losers are licking their wounds and paying their debts. Everyone is a little sad that the great sporting event of the election season is once again over. However, the repercussions are just beginning to be...

Interactive Intelligence: forecasted contact center technology applications 2009.(CALL CENTER Technology)(Survey)
January 1, 2009... In May 2007 Interactive Intelligence surveyed its clients on business needs and issues including what technologies they are interested in and would be further interested in deploying at the contact centers over the next 18 months. We have...

A model business: why outsourcing is vital for the growth of the world's newest call centers.(Listen and Learn)
January 1, 2009... The start of 2009 represents an opportunity for call center managers throughout the world to reap the benefits of their economic interdependence by working together to identify and address the challenges they share. [ILLUSTRATION OMITTED]...

Report finds continuity planning important trend for top performing contact centers.(From The Analysts' Desks)
January 1, 2009... Contact center leaders often have more on their plates than most. Not only do these professionals have to ensure that their companies or divisions perform effectively, they also must do so within reduced budgets and cater to a consumer base...

Report shows strong growth anticipated in Caribbean Contact Center market.(From The Analysts' Desks)
January 1, 2009... The worldwide contact center industry will be interesting to watch over the next few years as the dynamics are sure to change dramatically. While domestic companies once turned to offshore outsourcing to reduce the cost of customer service in...

Industry leaders share their views regarding the growth and trends in the contact center/CRM industries.(CALL CENTER Technology)(Company overview)
January 1, 2009... Once a year, the editorial staff of Customer Interaction Solutions conducts a roundtable interview of industry leaders as a way of assessing the growth and prospects of the call/contact, CRM and teleservices industries. This year, we asked...

What's ahead in the workforce solutions industry?(WORKFORCE Optimization)
January 1, 2009... Contact centers revolve around people: their raison d'etre i.e. clients, customers, donors, patients, and students, and their staff. Over 70 percent of contact center costs are staff-related. Workforce solutions: from forecasting to scheduling...

2009 legislation/regulations forecast.(Compliance Desk)
January 1, 2009... The new Obama Administration and a stronger Democratic party control of Congress set in the midst of a struggling economy and foreign policy issues, has created an interesting environment for legislation and regulations affecting customer...

Opening the door to open source.(CALL CENTER Technology)
January 1, 2009... Open source software, which is written with source code that is widely available with little or no proprietary copyrights, is now entering contact centers and for several good reasons. These chief ones include lower (up to 40 percent)...

Speaking with Eagle.net founder Kent Charugundla.(CRM, BPO & Teleservices)(Interview)
January 1, 2009... TMC President Rich Tehrani recently spoke with Kent Charugundla, a well-known telecommunications entrepreneur and founder of the Eagle.net families of companies. Along with his experience in this field, he is also philanthropist well known for...

The 2008 Customer Interaction Solutions Product of the Year Awards.(AWARDS & Recognition)
January 1, 2009... Each year, Customer Interaction 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...

CRM, the Tampa Bay Rays and Detroit Lions.(CRM, BPO & Teleservices)
January 1, 2009... One thing about following CRM as a full-time beat is how much latitude there is for professional research. Everybody's a customer, everybody has opinions on customer service, and everybody applies the principles of CRM to other parts of their...

Needs-meeting CRM.(CRM, BPO & Teleservices)(Company overview)
January 1, 2009... If you own or are with a small/midsized business (SMB) you acutely feel the need with the current economic malaise to even more closely manage your sales and marketing efforts and your customer relationships than in the past to obtain maximum...

Resolutions for 2009.(Logout)
January 1, 2009... January is the time when many people, including the fine contributors to this publication make forecasts and predictions for the coming year. Here is a variant of another January tradition; The New Year's Resolution, with a set of them for the...