Customer Interaction Solutions articles from July 2003

Customer Interaction Solutions archives from July 2003

Our 22 years of industry leadership: industry at a crossroads! A look at the past, present and the future! (Publisher's Outlook).
July 1, 2003... THE PAST As we begin the celebration of 22 years of publishing excellence in the CRM and contact center industry, I would like to take the opportunity to reflect on our beginnings and how we got to where we are today. Although we were...

The financial outlook on productivity. (High Priority!).
July 1, 2003... I wish I had taken more business classes in college and a few less math and engineering classes. That way, I would be able to understand everything I heat on CNBC and Bloomberg -- especially when these programs feature interviews with...

Supply chains connected to demand chains? An obvious idea just became easier. (Advertisement).
July 1, 2003... Taking a holistic process approach to managing your business technology is more than just the latest trend; it's the key to survival in an increasingly unpredictable economic climate. To succeed today, your enterprise has to undergo a...

The CEO spotlight.
July 1, 2003... This month, the CEO Spotlight is on the senior management team of CCC Interactive. Rather than choose one individual, CCC Interactive's entire senior management team responded to the questions, as the company is a strong believer that CCC...

Executive roundable.
July 1, 2003... In this month's Executive Roundtable, Customer Inter@ction Solutions *' editors speak with William R. Hennessy, president and CEO of Stratasoft, Inc., and Steve Chase, senior product manager, contact center solutions, of SER Solutions, Inc....

Outsourcers challenged by hung-over perceptions. (The outsourcing market).
July 1, 2003... If folklore is to be believed, competition among teleservices agencies is fierce. It has been said that many top executives at teleservices agencies would go to any length to keep confidential everything about their businesses to ward off a...

Log in your feedback.
July 1, 2003... The Telemarketing Sales Rule and the associated federal do-not-call list have prompted reader feedback on the level of which TMC has never seen in its 31year history. Hundreds of letters have been sent to us on this topic, with the content...

Data Collection Resources releases CEMS-SC. (New Products).
July 1, 2003... Data Collection Resources, a developer of quality monitoring and recording solutions for call centers, recently announced the release of CEMS-SC, its solution for centers with under 25 agents. CEMS-SC for small call centers is a random record...

Talisma announces WebCenter 5.0 customer service solution. (New Products).
July 1, 2003... Talisma recently announced at its customer conference in Ft. Lauderdale the fifth generation of its customer service management (CSM) suite designed to help turn customer service centers into profit centers. Talisma WebCenter 5.0 can help...

Audentify launches first product. (New Products).
July 1, 2003... Audentify, a division of Autonomy Corporation plc, a developer of next-generation contact center technology, has launched its first product. Audentify's solution was designed to enable contact centers to reduce call handling times, increase the...

Journyx Timeserver becomes a Toshiba Mobile Productivity Solution. (New Products).
July 1, 2003... Journyx, Inc. recently announced that its Journyx Timeserver time and expense management system is now one of the Toshiba Mobile Productivity Solutions, Timeserver will be pre-tested and preloaded onto Toshibas Magnia Z310. Timeserver is a...

Rockwell FirstPoint adds transition to voice over IP. (New Products).
July 1, 2003... Rockwell FirstPoint Contact Corporation, a provider of complete call center and contact center solutions, has announced the availability of the newest version of its FirstPoint Business Edition solution, which now includes functionality to...

RightNow integrates with Cisco's ICM platform. (Strategic Alliances).
July 1, 2003... RightNow Technologies, a provider of hosted customer service and support solutions, has announced the availability of integration of its RighrNow eService Center solution with Cisco System's ICM platform. Called RightFit for Cisco ICM, it helps...

Aspect and Performix integrate solutions. (Strategic Alliances).
July 1, 2003... Aspect Communications Corporation, a provider of enterprise customer contact solutions, and Performix Technologies, a provider of performance management solutions, have announced the integration of Performix Technologies' Emvolve Performance...

Motive joins Genesys' interacts program. (Strategic Alliances).
July 1, 2003... Motive Communications, Inc., a provider of service infrastructure software, and Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, have announced that Motive has joined the Genesys Interacts Program as a Strategic Member....

Altitude integrates with Libatel. (Strategic Alliances).
July 1, 2003... Altitude Software, a global technology provider of contact center solutions for Unified Customer Interaction (uCI), has announced that the company has signed Lebanon-based systems integrator Libatel as a strategic partner in the implementation...

Amae Software releases Survey Builder Module for its Customer Integration [CI] suite. (New Products).
July 1, 2003... Amae Software has introduced its Survey Builder Module for the creation and management of intelligent surveys within the Amae CI Suite. The real-time survey capabilities can help enable call centers to gather critical and precise customer...

MarketSoft unveils one-click Referral Manager. (New Products).
July 1, 2003... MarketSoft, a provider of enterprise marketing solutions, recently unveiled Referral Manager for retail financial services, a solution designed to meet the business needs of referral-driven cross-selling. The Referral Manager supports active...

NEC America signs agreement with Net6. (Strategic Alliances).
July 1, 2003... NEC America, Inc. (NEC), a provider of communications products, solutions and services, has announced an agreement with Net6, a network-based application transformation gateway provider. Through this agreement, NEC will combine its IP...

Interactive Intelligence integrates with Microsoft CRM. (Strategic Alliances).
July 1, 2003... Interactive Intelligence Inc., a developer of software for IP telephony, contact center automation and unified communications, has announced that it now offers its interaction management software products for enterprises and contact centers...

PictureSez launches self-service solution. (New Products).
July 1, 2003... PicrureSez announced that it has recently launched a Web self-service solution, creating and hosting visual content, that can help make it easier and more cost-effective for businesses to enhance their support and provide a better online...

Dynamic Instruments announces CallSAFE for reliant. (New Products).
July 1, 2003... Dynamic Instruments recently announced a new product, CallSAFE for Reliant, a secure online storage/ RAID 5 disk array system. CallSAFE is an audio storage and management system designed to provide extended online storage. Call data are...

Inter-Tel announces Axxess/Eclipse 7.0. (New Products).
July 1, 2003... Inter-Tel, Incorporated is currently marketing Version 7.0 call processing software for its Inter-Tel Axxess and Inter-Tel Eclipse converged communications platforms. Version 7.0 was designed to reduce the cost of providing telephony functions...

Pegasystems announces solutions for healthcare payers. (New Products).
July 1, 2003... Pegasystems Inc., a provider of business process management (BPM) software, recently announced its PegaHEALTH Service Manager, a new suite of solutions for healthcare payers. The suite, which consists of PegaHEALTH Member Services version 3.2...

Spirent and sheer networks integrate products. (Strategic Alliances).
July 1, 2003... Spirent Communications, a wholly owned business unit of Spirent plc, and Sheer Networks, a provider of management solutions for broadband networks and services, have announced completion of a major product integration program and signing of a...

Calicia region of Spain hosts four new contact centers. (Happenings).
July 1, 2003... Less than 18 months after launching its call center initiative, the Spanish region of Galicia, in northwest Spain, has announced it has won four new projects. Stream International, now part of high-tech manufacturer Solectron, has opened a...

Teleopti introduces web-based agent messenger tool. (New Products).
July 1, 2003... Teleopti, a provider of contact center workforce management solutions, has announced further enhancements to its suite of workforce management tools, Teleopti Contact Center Coach. Agent Schedule Messenger is a new tool designed to enhance...

Mercado releases Enterprise Search & Navigation solution. (New Products).
July 1, 2003... Mercado Software Inc., a provider of enterprise search and browse solutions, has announced that it has released its Enterprise Search & Navigation (ESN) solution. Designed from the ground up for the emerging Web-services enterprise...

Virtual-Agent Services opens eighth contact center. (Happenings).
July 1, 2003... Virtual-Agent Services (VAS), provider of contact center services to a variety of industries including hospitality, retail sales and roadside services, announced the establishment of its eighth community-based customer contact center in...

Soffront awarded GSA contract. (Happenings).
July 1, 2003... Soffront Software, Inc., a supplier of end-to-end CRM solutions, has announced that its software, Soffront CRM, is now available under the United States General Service Administration (GSA) schedules program. Soifront's GSA contract was signed...

Call_Solutions appoints Stephen T. Zollo. (Happenings).
July 1, 2003... George D. Dalton, chairman and chief executive officer of Call_Solutions, has announced the appointment of Stephen T. Zollo as corporate executive vice president -- operations and technology. Zollo has been serving as president of the...

Asante offers Bluetooth USB adapter. (New Products).
July 1, 2003... Asante Technologies, Inc. has announced shipment of the Friendly NET FBT100 Bluetooth wireless USB adapter. The product was designed to enable users to connect between other Bluetooth-enabled devices, such as computers, cellular phones, PDAs,...

Unica broadens services portfolio. (New Products).
July 1, 2003... Unica Corporation, a provider of enterprise marketing management (EMM) solutions, has announced the addition of two new consulting services, Affinium Operational Services (AOS) and Affinium Innovation Services (AIS), to its Unica Consulting...

Fourth-annual CRM excellence awards Part II. (Customer Relationship Management).
July 1, 2003... For the fourth consecutive year, the editors of Customer Inter@ction Solutions[R] dared readers to prove that their companies have what it takes to win the coveted CRM Excellence Award. Below ate the winners...the companies that offer the best...

Foreshore: a vision of CRM outsourcing. (Outsourcing).
July 1, 2003... Richard M. Earley Over the past decade, and especially in the last five years, many U.S. and European companies have turned to global outsourcers for technical services. Some of these companies have achieved tremendous success, while the...

Offshore call center outsourcing: international site selection stratgies. (Outsourcing).
July 1, 2003... In today's troubled economy, companies are searching for new and innovative ways to help them weather the storm. Outsourcing has traditionally been one of the options used by companies looking to trim costs and reconfigure business models....

Tanking your sales channels to the web: a seven-step guide. (E-CRM).
July 1, 2003... To thrive in the Internet economy, companies must be proactive in adopting e-business strategies. In business-to-business (B2B) commerce, more than 70 percent of products and services are sold through indirect sales channels including...

IP breathes new life into the virtual contact center. (Call Center/CRM Management Scope).
July 1, 2003... The word "virtual" got a lot of attention in the 1990s. There was talk about virtual reality, virtual storefronts, virtual workgroups, virtual classrooms and even virtual corporations. Vendors of business communications systems put a lot of...

The benefits of IP-Enabling a contact center. (Call Center/CRM Management Scope).
July 1, 2003... Voice over IP (VoIP) has come a long way since the first rudimentary applications which provided erratic, yet free, phone calls over the unmanaged, open Web. Today, the maturity of VoIP standards and quality of service (QoS) on IP networks...

Special global call center outsourcing summit highlights.
July 1, 2003... RT: Why are so many companies and agencies reluctant to begin using home-based or virtual agents. It seems like such an ideal situation and a cost-cutting idea, in addition; but TMC research tells us that few teleservices providers are making...

Reno, Nevada: a lucky spot for contact centers. (RE: Locations).
July 1, 2003... Be honest...when you think of Reno, Nevada, what immediately comes to mind? Casinos, gambling, slot machines, keno, 21, roulette and other games of chance? You're only part correct. This city of almost 187,000 people in Washoe County, Nevada...

Ask Dr. Jon.
July 1, 2003... Q: Where in an organization should customer service report? By this, I mean should a customer service organization report directly into the CEO, or the GM (general manager)? Or should they be a function of marketing or operations? Is it...