Customer Interaction Solutions articles from July 2004

Customer Interaction Solutions archives from July 2004

In search of mediocrity: in CRM, marketing and advertising; An overview of the problems that lead to mediocrity in Corporate America.(Publisher's Outlook)(customer relationship management)
July 1, 2004... Unintentionally, many companies are making mistakes that inevitably lead to mediocrity in CRM, marketing and advertising. [ILLUSTRATION OMITTED] The purpose of this editorial is to single out some of these problems and offer...

Congratulations to the 2004 Rising Stars.(Publisher's Outlook)(Brief Article)
July 1, 2004... I'd like to extend a special congratulations to the companies recognized in this issue of Customer Inter@ction Solutions[R] 2004 Rising Stars Ranking. To provide you a gauge of teleservices companies' growth, and to provide these companies with...

Customer Inter@ction Solutions[R] celebrates its 23rd year!(Publisher's Outlook)(Brief Article)
July 1, 2004... We are proud to announce that with this July issue of Customer Inter@ction Solutions[R], we are celebrating our 23rd year of publication. It has been an incredible history of telecommunications/Internet and services evolution that have...

Leave the box behind and just think.(High Priority)
July 1, 2004... We are all in a rut. I've decided that it's that simple. (I haven't lost my mind, really... just bear with me for a moment.) We are in the contact center business, aren't we? "Well, not really, Rich," you may say. "I'm in...

Talisma introduces Quickstart.(New Products ...)(Brief Article)
July 1, 2004... Talisma, a provider of multichannel CRM solutions, has announced the availability of Talisma QuickStart, a packaged edition of the Talisma Customer Interaction Suite that includes the configuration, training and consulting required for complete...

EADS TELECOM combines all voice platforms under a single operating system.(New Products ...)(Brief Article)
July 1, 2004... EADS TELECOM North America, Inc., a subsidiary of EADS North America, has introduced Pointspan 3.2, an operating system that works across all EADS TELECOM voice platforms, powering new applications and delivering added network integration...

iVoice delivers IVR Application Generator 2.0 for Tapi Wav.(New Products ...)(Brief Article)
July 1, 2004... iVoice, Inc., a provider in speech recognition technology, has announced the release of its IVR Application Generator 2.0 for Tapi Wav, available for the Avaya IP Office, 3Com NBX and Shorelines IP Voice System. The iVoice IVR telephony...

Diligent Solutions announces Insight version 2.0 Extended Enterprise Management.(New Products ...)(Brief Article)
July 1, 2004... Diligent Solutions, a provider of extended enterprise management solutions, has announced the general availability of its Insight version 2.0 Extended Enterprise Management Platform, the purpose of which is to meet the strategic, operational...

Rockwell FirstPoint offers VoIP alternative.(New Products ...)(Voice-over Internet Protocol )(Brief Article)
July 1, 2004... Rockwell FirstPoint Contact Corp., a provider of complete call and contact center solutions, has announced the availability of its FirstPoint Enterprise product leveraging Cisco CallManager. This new product was created to offer...

Voiceglo introduces Linux-based telephone in a wireless Wi-Fi router.(New Products ...)(Brief Article)
July 1, 2004... Voiceglo, a Voice over Internet Protocol (VoIP) communications company, has announced the creation of the Voiceglo Internet PBX, a wireless communications system that will turn wireless routers into virtual PBXs (private branch exchanges). The...

Five9, Inc. introduces VoIP-based contact center system.(New Products ...)(Brief Article)
July 1, 2004... Five9, Inc., a provider of hosted VoIP contact center solutions for customer interaction management, has announced the release of its VoIP Virtual Contact Center for small and medium-sized call centers and companies that provide outsourced call...

Witness announces integration and pattern distinguishing.(New Products ...)(Brief Article)
July 1, 2004... Witness Systems, a provider of performance optimization software and services, has announced a new integration that will help contact center management search through customer interactions to spot trends, patterns and anomalies that will...

ScanSoft unveils OpenSpeech Recognizer 3.0.(New Products ...)(Brief Article)
July 1, 2004... ScanSoft, Inc., a provider of speech and imaging solutions, has introduced OpenSpeech Recognizer 3.0 for implementing global speech strategies at enterprise and telecommunications companies worldwide, marking ScanSoft's first major product...

VXI provides new compatible passport headset for call centers.(New Products ...)(Brief Article)
July 1, 2004... VXI Corporation, a contributor in design, development and marketing of high-performance voice interface hardware communications products for the business and contact center environment, has introduced its new Passport family of products, which...

Cymfony Dashboard 3.0 launched.(New Products ...)(Brief Article)
July 1, 2004... Cymfony, Inc. has announced the launch of version 3.0 of its Cymfony Dashboard, a strategic marketing and communications management application. It was designed to meet the needs of enterprise executives--public relations, corporate...

SPSS helps transform inbound call centers into profit centers.(New Products ...)(Brief Article)
July 1, 2004... SPSS Inc., a predictive analytics company, is launching PredictiveCallCenter, an application that integrates with call center CRM and call management systems to instantly determine which inbound callers are good candidates for upsell,...

Call Compliance adds call monitoring to its online Regulatory Guide.(New Products ...)(Brief Article)
July 1, 2004... Call Compliance, Inc., a developer of do-not-call compliance and related services, has announced the addition of a new section to its online compilation of state and federal telemarketing regulations, called the Regulatory Guide. This new...

Telrex's CallRex usable on Zultys and integrated with Artisoft.(New Products ...)(Brief Article)
July 1, 2004... Telrex, a developer of VoIP recording and monitoring software for small and medium-sized businesses, has announced it has successfully ported CallRex to work with the Zultys MX250 and MX1200 SIP-based IP telephony systems. Using CallRex, calls...

eIQnetworks announces centralized event correlation and management solution.(New Products ...)(eIQ SystemAnalyzer 3.0)(Brief Article)
July 1, 2004... eIQnetworks, Inc., a provider of security applications and systems analytics solutions, has announced eIQ SystemAnalyzer 3.0, a centralized event management solution that will improve internal systems' security and performance while also...

OmniTrust unveils Protected Browser to keep customer information private.(New Products ...)(Brief Article)
July 1, 2004... OmniTrust Security Systems, Inc. (formerly Probix, Inc.), a provider of content protection security services, has announced Protected Browser, a product that can help solve the perpetual challenge of protecting confidential customer information...

Accenture and AT & T team to provide managed messaging solutions.(Happenings ...)(Brief Article)
July 1, 2004... Accenture, a management consulting, technology services and outsourcing company, and AT & T, a provider of local and long-distance, Internet and transaction-based voice and data services, have formed an alliance to globally market and deliver...

SR. Teleperformance acquires 92.5 percent of MM Group.(Happenings ...)(Brief Article)
July 1, 2004... SR. Teleperformance, a provider of outsourced customer relationship management services, has announced the acquisition of a 92.5 percent interest in MM Group, the UK's fourth largest provider of outsourced contact center services. The founders...

NextPage partners with RightAnswers.(Happenings ...)(Brief Article)
July 1, 2004... NextPage recently announced its partnership with RightAnswers LLC in an attempt to offer RightAnswers' Knowledge-Paks with NextPage's knowledge management product, GetSmart Support KM. GetSmart provides knowledge management to allow IT help...

CosmoCom and Level 3 Communications partner.(Happenings ...)(Brief Article)
July 1, 2004... CosmoCom, a provider of all-IP universal access contact center platforms, has announced its teaming with Level 3 Communications to address the call center market. CosmoCom's VoIP contact center technology and Level 3's IP telephony services are...

Survey: convergence momentum continues increase for enterprises.(Happenings ...)(Brief Article)
July 1, 2004... Nortel Networks has announced survey results that show businesses that deploy or plan to deploy converged networks have reached a new high. The survey, conducted by Mindwave Research this spring, featured 430 members of the International Nortel...

Mercom partners with CallMiner to integrate speech analytics.(Happenings ...)(Brief Article)
July 1, 2004... Mercom Systems, Inc., a provider of multimedia recording and agent evaluation tools for contact centers, has announced its partnership with CallMiner, Inc., a provider of speech analytics tools designed for the contact center market, to...

SafeHarbor Technology and Aegis Communications partner.(Happenings ...)(Brief Article)
July 1, 2004... SafeHarbor Technology Corporation, a provider of customer support transformation services, and Aegis Communications Group, Inc., a marketing services company that enables clients to make customer contact efforts more profitable, have born a...

Alpine Access calls on ePath learning to train virtual call center staff.(Happenings ...)(Brief Article)
July 1, 2004... As Alpine Access, Inc., a provider of outsourced call center solutions using home-based agents, continues its pursuit in trying to establish the "Virtual Call Center" as the primary contact center model, it relies on ePath Learning's online...

Virtual-Agent Services announces ninth contact center location.(Happenings ...)(Brief Article)
July 1, 2004... Virtual-Agent Services (VAS), an inbound voice solutions provider, has established its ninth Canada-based contact center, in Chipman, New Brunswick. The Chipman center plans to bring as many as 60 jobs to the area. VAS operates its centers...

New CHeibel Consulting LLC moves team to Minnesota.(Happenings ...)(Brief Article)
July 1, 2004... CHeibel Consulting LLC (CH Consulting), a new Minnesota-based sales and marketing consulting business that provides strategies, implementation and support to clients, will soon be moving its current consulting team to International Falls as...

Linux, layering and listening: what to look for in a call-recording system.(Customer Relationship Management)
July 1, 2004... The most revolutionary enhancements to the call-recording/quality-monitoring market since the first digital recorder in the early '90s are the moves to a Linux operating system and new software architecture. By using Linux, logging...

The Fastest-Growing Teleservices Companies--The Annual Survey and Ranking of Rising Stars.(Outsourcing)
July 1, 2004... To provide you a gauge of teleservices companies' growth, and to provide them with the recognition they deserve for their accomplishments, Customer Inter@ction Solutions[R] magazine developed "The Fastest-Growing Teleservices Companies--The...

Evaluating and selecting a workforce management solution.(Call Center/CRM Management Scope)
July 1, 2004... You've sold senior management on the value of a workforce management solution but how do you go about selecting and implementing the best solution for your contact center? Whether you are buying a new workforce management solution or replacing...

Scheduling on a budget: web-based services for smaller call centers.(Call Center/CRM Management Scope)
July 1, 2004... It's a fact of life: smaller call centers have smaller budgets that cannot support traditional in-house implementation of workforce management software. But today the benefits of automated agent scheduling are available to operations of any...

Enhancing service and reducing costs with the IP-based virtual call center.(IP Contact Centers)
July 1, 2004... As businesses worldwide struggle with a lackluster economy, intensified competition and the tentative buying habits of customers, a new mantra is sounding: "It's all about the customer." Companies have experienced first-hand that excellent...

Performance management drives the call center.(Cutting-Edge Technologies for the Contact Center)
July 1, 2004... Improving customer service starts with your staff. That sounds cliche, yes, but managing employee performance in the contact center is, without doubt, the most overlooked part of successful customer service--and offers the richest financial...

Compliance technologies and services roundup.(Compliance Technologies & Solutions)
July 1, 2004... As the contact center industry resigns itself to settling into compliance with the multitude of state and federal regulations passed last year, a new category of products and services has come into increased prominence. Contact centers today,...

TMC[TM] Labs review.
July 1, 2004... When we think of a comprehensive CRM software solution, we think of thousands of dollars to purchase, plus thousands of dollars of professional support and installation costs. We certainly don't think of a CRM software solution that we can...

A view of Northern Ireland.(RE: Locations)
July 1, 2004... Nowadays, when the term "offshore" is mentioned, many people automatically think of India or perhaps the Philippines. In the U.S., we now use the term "nearshore," which makes us think of Canada, Mexico or the Caribbean. What we in the call...

Schedule adherence monitoring: Big Brother or better bottom-line?(Managing by the Numbers)
July 1, 2004... Getting the "just right" number of staff in place to respond to incoming calls requires a four-step process of analyzing call history, forecasting future workload, calculating staff requirements and creating work schedules that match the...