Customer Interaction Solutions articles from July 2005

Customer Interaction Solutions archives from July 2005

24 years and still growing!!(Customer Inter@ction Solutions[R] magazine)
July 1, 2005... This 24th year anniversary issue gives me a great opportunity to briefly look at the past, present and, more important, take an extensive look at the future of our great industry. Since 1982, when Telemarketing[R] magazine, which has now...

Letters.(Letter to the editor)
July 1, 2005... Ms. Schelmetic, I wanted to drop a note thanking you for the plug in your "Last Call" ["Clean Up In The Self-Service Aisle," May 2005] editorial for the need for more and better testing of self-service systems. Testing for ease of use...

War of the (CRM) worlds.(Siebel CRM OnDemand Release 8.0)(customer relationship management software)(Column)
July 1, 2005... On June 21, 2005, I posted the following e-mail I received from Bruce Cleveland, SVP and GM of Siebel, to my blog at Tehrani.com. Dear Friends and Colleagues, As many of you know, last week we announced the next version of our hosted...

More hosting options.(Concurrent Technologies Corp.'s e-business solutions)
July 1, 2005... I recently had a chance to tour the facilities of a hosting company named Concurrent Technologies (www.concurrenttechnologies.com), which specializes in what they call "e-business solutions." The company has an impressive data center with...

Bill Whearty.(of Sennheiser Communications A/S)(Interview)
July 1, 2005... The Executive Spotlight this month is on Bill Whearty, Vice President of Telecommunications and Vice President Sales, Consumer Electronics Group, with Sennheiser Communications. Bill Whearty Vice President Sennheiser...

The TMC Seal of Approval.(2005 Recommended Vendor List)(Technology Marketing Corporation )(Brief article)
July 1, 2005... The following Recommended Vendors have distinguished themselves by winning one or more of TMCs coveted awards, carning them the TMC Seal of Approval. CRM/Contact Center Software/Hardware Amae Software Aspect Communications Corp....

Automated Agents: not people, not normal speech apps.(from Voxify)
July 1, 2005... Voxify is so confident in its Automated Agents--essentially speech applications--that in all of the company's marketing materials and case studies, the Automated Agents are referred to as "who," a pronoun used to stand in for people and animals...

Talisma launches Velocity Marketing v6.0.(CRM)
July 1, 2005... Talisma, a provider of multichannel CRM solutions, has announced the availability of Talisma Velocity Marketing v6.0, a multichannel campaign creation, management and tracking application that allows marketing professionals to automate,...

eAgency expands Nice Office's SFA.(sales force automation software)(Brief article)
July 1, 2005... eAgency Systems, a provider of on-demand CRM solutions for the small to medium-sized office/home market, has announced the sales force automation (SFA) expansion of Nice Office Universal Edition. This newest version of eAgency's CRM solution is...

Left Bank's Monet AnyWhere now in more than 100 languages.(Workforce Optimization)(Brief article)
July 1, 2005... Left Bank Solutions, a provider of workforce optimization software, has announced that Monet AnyWhere is being offered in more than 100 languages. Monet AnyWhere is a Web-based workforce management agent and supervisor interface that, according...

SeatLink files PBR application patent.(Preference-Based Routing )(Brief article)
July 1, 2005... SeatLink, Inc., a newly formed venture and analytics platform developer for enterprise contact centers, recently filed a patent application for Preference-Based Routing (PBR). The purpose of PBR is to systematically and dynamically incorporate...

Sage Software offers ACT! Premium for Web.(Workforce Optimization)
July 1, 2005... Sage Software (formerly Best Software), a provider of contact and customer management products, has introduced ACT! Premium for Web 2005. The solution is designed to provide real-time online access to centralized customer data for remote,...

Amdocs, Microsoft sign letter of intent to develop/deliver IP-based converged services.(IP Contact Center)(Brief article)
July 1, 2005... Amdocs, a provider of software and services for enabling integrated customer management and the intentional customer experience, and Microsoft Corp. have announced that they have signed a letter of intent aimed at enabling service providers to...

Avaya announces new contact center applications.(IP Contact Center)
July 1, 2005... Avaya Inc. has announced new contact center applications to help organizations enhance customer service in a 24/7 world. The next-generation IP-based applications can seamlessly link a company's entire workforce to serve customers quicker, more...

Genesys, Verizon to offer hosted IP service; Genesys announces SIP contact center solution.(Verizon Enterprise Solutions Group partnered with Genesys Telecommunications Laboratories Inc.)
July 1, 2005... Genesys Telecommunications Laboratories, Inc., an Alcatel company, and Verizon Enterprise Solutions Group have announced a partnership to deliver a hosted, voice-ready services call center solution. The planned offering will enable businesses...

Nortel release brings new collaboration into single environment.(IP Contact Center)
July 1, 2005... Nortel has announced the new Nortel Applications Center for bringing together contact center, advanced speech, unified messaging and multimedia collaboration into a cohesive application environment. It is designed, according to the company's...

Nuasis, Siebel CRM integrate.(IP Contact Center)(Nuasis NuContact Center)(customer relationship management software)(Brief article)
July 1, 2005... Nuasis Corporation, an IP contact center company, has announced the successful integration of its software-only, IP-based contact center system with both Siebel CRM and Vantive CRM. [ILLUSTRATION OMITTED] The Nuasis NuContact Center...

KANA updates e-mail response management.(Web-Based Customer Service)
July 1, 2005... KANA, a provider of service resolution management (SRM) solutions, has announced an updated version of KANA Response, the company's e-mail response management solution. The enhancements include multilingual capabilities, outbound rules and...

Macromedia ships Breeze 5, on-premise deployment.(Web-Based Customer Service)
July 1, 2005... Macromedia, Inc., a Web communications provider, has announced the immediate availability of a new, licensed version of Macromedia Breeze 5, the company's online conferencing and collaborative Web communications solution that everyone can...

Brainshark adds presence, IM support within on-demand presentations.(On-Demand Solutions)(instant messaging)(Brief article)
July 1, 2005... Brainshark, a provider of on-demand rich-media communications solutions, has announced support for presence and instant messaging applications to provide viewers of on-demand presentations with the ability to detect whether the presenting...

Siebel announces CRM OnDemand 8 launch.(Siebel CRM OnDemand 8.0)(customer relationship management software)(Brief article)
July 1, 2005... Siebel Systems, Inc., a provider of customer-facing solutions, has announced the launch of Siebel CRM OnDemand release 8. This release of the company's hosted CRM offering introduces new features that streamline team collaboration and enable...

Aculab launches next-gen media-processing resources platform.(Telephone Systems & Software)
July 1, 2005... Aculab, a provider of computer-telephony hardware and software for integration into high-performance communications solutions, has announced the launch of its next-generation media-processing resources platform, Prosody X. Prosody X is a...

NEC introduces complete managed services communications suite.(Telephone Systems & Software)
July 1, 2005... NEC Unified Solutions, Inc., a provider of converged voice and data communications solutions, has announced NEC Secure, a managed services suite for enterprises and small to medium-sized businesses (SMBs). The NEC Secure family of services...

Toshiba migrates Toshiba digital telephony systems to pure IP.(Telephone Systems & Software)
July 1, 2005... Toshiba America Information Systems Inc., Digital Solutions Division (TAIS DSD), has announced the availability of Release 3.1 software, which migrates an existing Toshiba Strata CTX digital business communications system to a Strata CTX pure...

Whitefeld announces XTAPI software v5.0 for contact centers.(Telephone Systems & Software)
July 1, 2005... Whitefeld, LLC., a provider of CTI products and services, has announced version 5.0 of its flagship XTAPI Server software. This latest XTAPI Server features enhancements that include an integrated, thin-client management tool, improvements in...

ASC enhances VoIP recording solution for Cisco.(Customer Experience Management)
July 1, 2005... ASC, a provider of performance improvement solutions for contact centers, financial institutions and public safety and government organizations, has announced an enhanced VoIP recording solution for its Cisco product, EVOip+ for Cisco. ASC...

InStranet launches Telco-Media Edition of Contact Centers In-Line application.(Customer Experience Management)
July 1, 2005... InStranet, Inc., a provider of multichannel knowledge applications, has announced the launch of its packaged Telco-Media Edition of its Contact Centers In-Line (CCIL) application. InStranet has packaged industry-specific knowledge processes in...

NextNine Service Automation v3.5 available immediately.(Customer Experience Management)
July 1, 2005... NextNine, a provider of automated, remote service and support solutions for business-critical systems, has announced the immediate availability of NextNine Service Automation (NSA) version 3.5. This software is designed to offer significant...

NICE completes Dictaphone CRS acquisition.(Communications Recording Systems)(Brief article)
July 1, 2005... NICE Systems, a provider of integrated multimedia recording systems for business analysis and insight, has announced the completion of its acquisition of Dictaphone's Communications Recording Systems (CRS) business, a provider of liability and...

Convergys to acquire Deloitte Consulting Outsourcing F & A outsourcing business.(Services)(finance and accounting)(Brief article)
July 1, 2005... Convergys Corporation, a provider of customer care, human resources and billing services, and Deloitte Consulting Outsourcing LLC have announced a definitive agreement under which Convergys will acquire the Finance and Accounting (F & A)...

Ergonomics seminars target improving productivity, reducing injuries.(Services)
July 1, 2005... Humantech, Inc., a workplace ergonomics consulting firm, has announced the fall schedule for its series of ergonomics seminars. Health and safety staff, engineers, facilities managers and ergonomics committees can learn to maximize the benefits...

Telstra appoints new CEO.(Solomon Trujillo joined Telstra Corporation Ltd.)(Brief article)
July 1, 2005... Chairman Donald McGauchie AO of Telstra Corporation, a telecommunications and information services company, has announced the board's appointment of Solomon (Sol) Trujillo as Chief Executive Officer and as an executive director of the company....

Premiere Global Services launches two new speech apps.(Premiere Global's Automated Payment solution)(Brief article)
July 1, 2005... Premiere Global Services Inc., a global provider of communication technologies, has announced the launch of two new speech-enabled solutions added to its services suite: an Automated Payment feature for its outbound calling applications,...

Nexidia releases Enterprise Speech Intelligence 5.0.(Brief article)
July 1, 2005... Nexidia, an audio search and speech analytics products vendor, has announced the general availability of its flagship product, Nexidia Enterprise Speech Intelligence 5.0. Nexidia ESI 5.0 was engineered to help generate and analyze intelligence...

Symon announces enterprise digital video network Appliance.(Symon Communications Inc. introduced SDA-500)(Brief article)
July 1, 2005... Symon Communications, Inc., a provider of broadcast and digital signage solutions, has announced the launch of the Symon Digital Appliance (SDA-500), a series of advanced network-manageable products that combines Symon's experience in data...

Customer Inter@ction Solutions' sixth annual CRM Excellence Awards, Part II.(CUSTOMER RELATIONSHIP MANAGEMENT)
July 1, 2005... For the sixth consecutive year, the editors of Customer Interaction Solutions dared readers to prove that their companies have what it takes to win the coveted CRM Excellence Award. Below is Part Two of the winners--the companies that offer the...

Calling all cultures: multicultural marketing and the contact center.(outsourcing)
July 1, 2005... What is the key to operating a state-of-the-art, fully equipped contact center? Is it employing the best and most educated agents? Finding the most appropriate sites for your operations? What about using the latest and greatest technology? ...

Managing the customer experience with logging & monitoring solutions.(CONTACT CENTER TECHNOLOGY)
July 1, 2005... "The Quick And The Dead" During the mid-to-late 1990s, one technology executive used a title from an old Western movie to describe two types of technology companies. Challenged with rapid scientific advances, and pressured with aggressive...

IP contact center technology: eliminating the risks (Part VI).(INNOVATIVE IDEAS FROM THE NEXT-GEN CONTACT CENTER EXPERTS: A Special Editorial Series Sponsored by Telephony@Work)
July 1, 2005... Today there are multiple ways of carrying voice over data networks. It can be challenging for business people to understand how those differences matter from a business perspective. This month, we'll focus on what you need to know from a voice...

The birth of the workforce optimization market.(MANAGEMENT SCOPE)
July 1, 2005... A new market segment has emerged: workforce optimization (WFO). It is reinventing how traditional technologies should be paired and is redefining the alignment of strategy, people, processes and technology together--all driving toward one...

Microsoft launches Microsoft Speech Server 2004 R2, expands language support.(SPEECH-WORLD[TM])
July 1, 2005... Microsoft Corp. has announced the release of Microsoft Speech Server (MSS) 2004 R2. The new version of Microsoft Speech Server, according to the company, helps lower costs, deliver improved flexibility and provide enhanced performance and...

"SALT" or "VXML.".(Definition Du Jour)
July 1, 2005... Unless you've been living in a box recently, it's likely you've been hearing speech companies discussing and contrasting "SALT" or "VXML" You may have even told yourself you'd eventually go and find out what exactly those terms mean. We'd like...

William Shakespeare.(SPEECH-WORLD[TM])
July 1, 2005... "I would be loath to cast away my speech, for besides that it is excellently well penned, I have taken great pains to con it." --William Shakespeare

Intervoice fighting identity theft.(introduced Omvia Authenticator)
July 1, 2005... To fight against fraud and identity theft, some call centers are moving beyond simple security questions when verifying callers' identities. Intervoice recently announced that its Omvia Authenticator now provides customers with leading-edge...

SIVOX RealCall.(contact center software)(Product/service evaluation)
July 1, 2005... SIVOX RealCall SIVOX 36 South Broad Street Trenton, NJ 08608 Ph: 866-263-6319 Web site: www.sivox.com Price: Standard pricing for SIVOX Recall is $25 per user per month as a hosted ASP Internet solution or $300 per...

How to speak with customers from different states and other foreigners.
July 1, 2005... There's been a lot of talk lately about outsourcing offshore, with emphasis placed on the lack of cultural similarities between American consumers and call center agents of Southeast Asia, and the difficulties regarding accents and the...