Customer Interaction Solutions articles from July 2007

Customer Interaction Solutions archives from July 2007

Our 26th anniversary: a time for reflection & learning from mistakes of the past.(Publisher's Outlook)
July 1, 2007... Twenty-six years ago, this publication starred as Telemarketing[R] magazine, a bi-monthly publication introduced in June/July of 1982. As you may know, the industry was practically non-existent at that time and we literally had to dig for...

Talkument: an Oaisys in the desert.(High Priority)(Product/service evaluation)
July 1, 2007... In my travels around the world to find the next big communications breakthrough, I recently traveled to Arizona, where, instead of hot, dry air, I was unlucky enough to get a dose of scorching desert heat and humidity. But scorching...

www.tmcnet.com/843.1: Contactual debuts Desktop Sharing.(Customer Inter@ction NEWS)
July 1, 2007... Contactual, provider of on-demand contact center solutions, recently announced its newest product: Contactual Desktop Sharing, which was designed to allow contact center agents to provide remote support to clients, helping improve the level of...

www.tmcnet.com/844.1: Aspect announces availability of Aspect Unified IP 6.5.(Customer Inter@ction NEWS)
July 1, 2007... Aspect Software, Inc. has announced the general availability of Aspect Unified IP 6.5, a session initiation protocol (SIP)-based voice over Internet protocol (VoIP) unified contact center solution that provides automatic call distribution...

www.tmcnet.com/845.1: Sage releases ACT! For Financial Professionals 9.0.(Customer Inter@ction NEWS)
July 1, 2007... Sage Software has announced ACT! by Sage for Financial Professionals 9.0, a contact and customer management solution that provides data management, activity tracking, reporting and sales productivity tools for financial advisors, brokerage...

www.tmcnet.com/846.1: launches enhanced predictive analytics platform.(Customer Inter@ction NEWS)
July 1, 2007... SPSS Inc. has unveiled new versions of its data mining, text mining, survey research and Predictive Enterprise Services products. The platform provides predictive analytics with improved integration, automation and data management, enabling...

www.tmcnet.com/847.1: ClickSoftware delivers business analysis tool.(Customer Inter@ction NEWS)
July 1, 2007... ClickSoftware Technologies, Inc. recently introduced a new version of its ClickAnalyze business analysis software. ClickAnalyze, part of the ClickSoftware ServiceOptimization Suite, now provides operational reports and a drill-down dashboard of...

www.tmcnet.com/848.1: BandTel and Paraxip partner.(Customer Inter@ction NEWS)
July 1, 2007... BandTel, a provider of SIP trunking services, and Paraxip Technologies have announced that BandTel's SIP trunking solution is fully interoperable with Paraxip's Open Media Gateway Software. Paraxip offers transparent and customizable...

www.tmcnet.com/849.1: Telerx appoints new president.(Customer Inter@ction NEWS)
July 1, 2007... Telerx, a contact center outsourcer that specializes in customer care for the consumer packaged goods and healthcare industries, has announced the appointment of Linda Schellenger to president, effective immediately. Schellenger will oversee...

www.tmcnet.com/850.1: SAP to acquire Wicom.(Customer Inter@ction NEWS)
July 1, 2007... SAP AG recently announced the acquisition of Wicom Communications, a privately held provider of all-IP contact center and enterprise communications software based in Espoo, Finland. The acquisition is expected to be able to enable SAP to offer...

www.tmcnet.com/851.1: Skype available for salesforce.com's AppExchange.(Customer Inter@ction NEWS)
July 1, 2007... Skype and salesforce.com recently announced the availability of a new version of Skype for Salesforce via salesforce.com's AppExchange. Skype for Salesforce was created to provide seamless Skype integration into Salesforce on-demand CRM...

www.tmcnet.com/852.1: Acxiom to be acquired by private firms.(Customer Inter@ction NEWS)
July 1, 2007... Acxiom Corporation has announced that it has entered into a definitive agreement to be acquired by Silver Lake, an investment firm focused on large-scale investments in technology-driven growth industries, and ValueAct Capital, a large...

www.tmcnet.com/853.1: Amcat and IEX sign agreement.(Customer Inter@ction NEWS)
July 1, 2007... Amcat, a provider of customer interaction solutions, recently announced it has signed an agreement with IEX Corporation, a NICE Systems Ltd. Company, to join the company's Global Alliance Program. The partnership agreement means Amcat is...

www.tmcnet.com/854.1: Toshiba inks licensing deal with OAISYS for ACD solutions.(Customer Inter@ction NEWS)
July 1, 2007... Toshiba America Information Systems Inc., Telecommunication Systems Division, and OAISYS have announced they have signed a licensing agreement giving Toshiba exclusive global rights to the intellectual property and source codes of the OAISYS...

CallCenterComics.com.(Cartoon)
July 1, 2007... YOUR STAFFING MODEL CALLED FOR HIRING MORE PEOPLE, BUT I FOUND A BETTER WAY TO FIX OUR STAFFING ISSUES. HOW? [ILLUSTRATION OMITTED] I REMOVED ALL UNPRODUCTIVE TIME LIKE LUNCHES AND BREAKS.... NO NEED TO APOLOGIZE FOR YOUR LACK OF...

Our video-enabled future.(In the Queue)
July 1, 2007... In the short time I've been covering the call center industry I've heard a lot about the "fast approaching day" when agents will be able to interact with customers via two-way video. As a former outbound call center agent, I think this is a...

Building and managing call center teams.(Practical Pointers for Call Center Management)
July 1, 2007... Most call center organizations are built around a team concept. Some call centers have teams that are nothing more than a group of individuals that happens to report to the same person, or perhaps does the same kind of work, but there is no...

NICE Systems: generating insight from interactions.(The Boardroom Report)(Interview)
July 1, 2007... The Boardroom Report provides the CRM, customer interaction and call center industry's view from the top, featuring the sector's first in-depth, exclusive CEO-to-CEO interviews with leading executives regarding industry news, analysis, trends...

NetOp On Demand facilitates fast and accurate tech support.(A Special Editorial Series Sponsored By NetOp)(Product/service evaluation)
July 1, 2007... Providing timely, efficient and cost-effective technical support for all users is one of the challenges many organizations face today. Remote control tools, which allow remote access to or control over another computer, are a natural choice for...

The IP Contact Center Technology Pioneer Awards.
July 1, 2007... Customer Interaction Solutions realizes that technology is the key to the success of any call center, as we have been editorially covering call center technology for 25 years. We also realize that with new products and new categories of...

Executive roundtable: where is CRM headed?(CRM)
July 1, 2007... Where is the CRM software market headed? Will hosted solutions one day surpass on-premise solutions in terms of market share? Will we see even more small and medium sized businesses making use of CRM solutions? Will there be further...

Call center e-mail response on the decline.(CRM)
July 1, 2007... Traditional call centers have long been a staple of the point of contact for the customer. Historically, these centers were viewed as cost centers for the company as their only purpose was to keep the customer happy and that was not directly...

IP, virtual and consolidated: the new standard for contact center technology.(CONTACT CENTER TECHNOLOGY)
July 1, 2007... With customer service excellence emerging as a core strategy for businesses worldwide, contact center decision makers are now under pressure to increase customer satisfaction and reduce costs at the same time, all while managing complex...

Transforming the IVR with speech technology.(SPEECH TECH)(interactive voice response)
July 1, 2007... As we all know from personal experience, in the early days, there was touch-tone IVR. And let's face it--it wasn't very good. Oh, it served a purpose. As a front-end to incoming calls, at its most basic function, it could separate types of...

Fun things to do with your IVR.(Last Call)(interactive voice response)
July 1, 2007... Playing Customer Service Password This is my favorite customer service scenario (I speak with sarcasm) as of late. It goes like this: Agent: Thank you for calling IndifferentCast, the cable company that doesn't much care. How can I...

Ask the expert.(A Special Editorial Series Sponsored By Interactive Intelligence)
July 1, 2007... With Tim Passios, Director of Product Managemet, Interactive Intelligence [ILLUSTRATION OMITTED] Q: With the push from "cost centers" to "profit centers," there's a heightened emphasis on Key Performance Indicators (KPIs) to gauge a...