Customer Interaction Solutions articles from June 2003

Customer Interaction Solutions archives from June 2003

Custom-built CRM applications: users prefer custom-built CRM applications, followed by Siebel, GoldMine and SalesLogix. (Publisher's Outlook).
June 1, 2003... According to the most comprehensive research ever conducted and produced by TMC research, users prefer using CRM software that is tailored to their specific needs. It stands to reason that the "one size fits all" philosophy simply does not work...

Readers react to TSR coverage. (High Priority!).
June 1, 2003... Since the publication of our various columns, articles and letters regarding our position on the Telemarkering Sales Rule (TSR), we have received a truly overwhelming amount of responses to our stance, and the responses have run the gamut from...

The CEO Spotlight.
June 1, 2003... In this month's CEO Spotlight, we feature an interview with Malcolm Collins, president of the Enterprise Networks Group of Nortel Networks (www.nortelnetworks.com). CIS: What is your company's specialty and mission statement? Collins:...

Executive Roundtable.
June 1, 2003... For this month's Executive Roundtable, we invited Jim Quiggins, Vice President of Global Sales and Marketing for IEX, Nathan Stearns, Director of Training and Consulting Services for IEX, and Charles Ansley, CEO and President of SYMON...

Enterprises content with outsourcers. (The Outsourcing Market).
June 1, 2003... Lately, any discussion of the teleservices industry has been awash with gloom, doom and uncertainty. Leading the list of troubles is the recent passage of the updated Telemarketing Sales Rule (TSR), which, among other things, incorporates a...

Phonologies releases VXML product. (New Products).
June 1, 2003... Phonologies (India) Private Limited, a company based out of Mumbai, India, recently announced the release of its InterpreXer SME Edition. Based on Phonologies' flagship product InterpreXer 2,0, InterpreXer SME Edition, as the name suggests, is...

Empirix introduces Hammer Dynamic Speech. (New Products).
June 1, 2003... Empirix Inc., a provider of integrated test and monitoring solutions for Web, voice and network applications, has announced the availability of its Hammer Dynamic Speech capability to help ensure the successful deployment and operation of...

Cell Center Scheduler releases Schedule Exception Tracking. (New Products).
June 1, 2003... Call Center Scheduler, a provider of workforce management software for small and medium-sized call centers, will release new software designed to enable managers to track and manage agent schedule compliance, Called Schedule Exception Tracking,...

CommSoft introduces CommSoft Interface Engine. (New Products).
June 1, 2003... CommSoft, a provider of billing software to midsize communications companies, has made available its new CommSoft Interface Engine (CIE). CIE was created to help reduce the need for paper orders and human intervention by automating many of the...

IEX releases French version of TotalView Workforce Management solution. (New Products).
June 1, 2003... IEX, a Tekelec company and a provider of contact center workforce management solutions, recently introduced the French version of the company's TotalView Workforce Management solution. Version 35, the first multilingual release of the IEX...

Verizon and Gryphon team for do-not-call regulations. (Strategic Alliances).
June 1, 2003... Verizon and Gryphon Networks have joined forces to offer Fortune 1000 corporations a streamlined method of ensuring that direct marketing and outbound calling activities are consumer- and brand-friendly and comply with federal and state...

Sprint allies with Gryphon Networks. (Strategic Alliances).
June 1, 2003... Sprint has also recently announced that it has signed a co-marketing agreement with Gryphon Networks to deliver nationwide donor-call (DNC) compliance solutions for outbound telemarketers. The solution, which uses Gryphon DNC compliance...

Getronics and Onyx Software announce strategic alliance. (Strategic Alliances).
June 1, 2003... Getronics, an information communication and technology services and solutions company, has announced a strategic alliance with Onyx Software to jointly market and deliver CRM to financial services firms in the U.S. Under the terms of the...

Socketware and SoundBite partner to provide e-mail and voice messaging. (Strategic Alliances).
June 1, 2003... Socketware, Inc., maker of Accucast e-mail communication products and services, and SoundBite Communications, a provider of interactive voice messaging technologies, have announced a sales and marketing partnership. Together they will provide...

Toshiba launches IP solution. (New Products).
June 1, 2003... Toshiba America Information Systems, Inc., Telecommunication Systems Division (Toshiba TSD) has announced the launch of a new Internet Protocol (IP) telephony solution for its Toshiba Strata CTX family of business communication systems. Adding...

TeleDirect adds new features to Liberation 6000. (New Products).
June 1, 2003... TeleDirect International, a provider of customer campaign management (CCM) and predictive dialing software, has announced the newest version of its flagship system, Liberation 6000. New features include Report Wizard and Voice Agent. Liberation...

ScanSoft and SpeechWorks to merge. (Happenings).
June 1, 2003... ScanSoft, Inc. and Speech Works International, Inc. have announced a definitive agreement for ScanSoft to purchase all of the outstanding common stock of Speech Works. The combination of ScanSoft and SpeechWorks is expected to result in a...

ITC is recognized by the ATA. (Happenings).
June 1, 2003... Interactive Teleservices Corporation (ITC), a provider of outsourced customer contact solutions, has been recognized by the Board Chairman of the American Teleservices Association (ATA) for its leadership in responding to the proposed...

Apropos launches new version. (New Products).
June 1, 2003... Apropos Technology, a provider of realtime business communications platforms, has launched version 6.0 of the Apropos Multi-Channel Interaction Management Suite. Version 6.0 was configured to deliver new features and improved functionality to...

Lightbridge introduces CreditChek. (New Products).
June 1, 2003... Lightbridge, Inc., an enabler of mobile business solutions for communications providers and online businesses, has announced the introduction of Lightbridge CreditChek, an outsourced credit risk assessment solution for online commerce....

ServiceWare offers .NET edition. (New Products).
June 1, 2003... ServiceWare Technologies, Inc., which offers Web-based knowledge management solutions for customer service and support, has made available ServiceWare Knowledge Portal .NET edition, ServiceWare Knowledge Portal was created to provide a flexible...

NEC announces Aspire Key Telephone System. (New Products).
June 1, 2003... NEC America, Inc. (NEC) has announced its Aspire Key Telephone System (KTS), which was created to satisfy customer needs for better voice quality and higher functionality at a lower cost. The Aspire complies with NEC's philosophy of supporting...

Mindfabric updates flagship product. (New Products).
June 1, 2003... Mindfabric, a supplier of next-generation customer interaction solutions, recently announced the availability of Mindfabric Enterprise 4,0, a major upgrade to the company's flagship product. A multichannel interaction system for customer...

TechExcel supports MySQL. (Happenings).
June 1, 2003... TechExcel, Inc., a provider of configurable and integrated CRM, help desk and defect-tracking solutions, announced that all its products now support MySQL, the popular open source database, TechExcel considers its support for MySQL a...

Convergys opens second center in Bangalore. (Happenings).
June 1, 2003... Convergys Corporation recently announced it will open its second integrated contact center in India in Bangalore. When the facility reaches its production capacity of approximately 1,500 seats, Convergys will have two of the largest,...

Concerto Software signs agreement with New World Xianglong Communication Ltd. (Happenings).
June 1, 2003... Concerto Software, Inc., a provider of customer interaction management (CIM) solutions, recently announced it has signed a joint venture agreement with New World Xianglong Communication Limited (NWXL). NWXL is a wholly owned subsidiary of New...

Delphi Solutions expands services portfolio. (Happenings).
June 1, 2003... Delphi Solutions Corp., a provider of customized and managed telecommunications, has launched its new enhanced portfolio of network services. Delphi Solutions' network service products include local and long-distance calling, toll-free, calling...

NICE Systems launches NICE Feedback. (New Products).
June 1, 2003... NICE Systems recently announced the release of NICE Feedback, the company's new business performance application for gathering customer feedback and improving customer satisfaction. The IVR-based survey system, designed to be an efficient way...

ACCPAC releases ACCPAC Messenger 1.1. (New Products).
June 1, 2003... ACCPAC International, Inc., a subsidiary of Computer Associates International, Inc., recently announced the release of ACCPAC Messenger 1.1, the latest version of its integrated, network-based unified messaging system. ACCPAC Messenger was...

Mobius announces ViewDirect TCM. (New Products).
June 1, 2003... Mobius Management Systems, Inc., a provider of software for total content management (TCM), has announced the availability of ViewDirect TCM for EMC Centera content addressed storage (CAS). EMC Centera is a software-driven architecture designed...

Inmagic brings to market Inmagic Content Server. (New Products).
June 1, 2003... Inmagic, Inc., a provider of content and information management software and services, has announced the release of Inmagic Content Server, which was designed to combine the advantages of a robust and flexible database management environment...

BeVocal introduces "Hosting Lite". (New Products).
June 1, 2003... BeVocal, a provider of managed voiceXML call automation solutions to enterprises and service providers, has announced the availability of a streamlined "Hosting Lire" service for companies interested in small-scale deployments of voice-enabled...

Liebert announces SiteScan monitoring and alarm system. (New Products).
June 1, 2003... Liebert Corporation has announced the availability of SiteScan Web, the company's new open standards Web-based global monitoring and alarm management system for computer support systems in business-critical facilities. Computing and...

Rockwell FirstPoint updates FirstPoint Business Edition. (New Products).
June 1, 2003... Rockwell FirstPoint Contact Corporation, a provider of call center and contact center solutions, has announced it has introduced the latest version of its FirstPoint Business Edition solution, The new IP-enabled solution for the small- to...

Angel.com offers CRM by Voice. (New Products).
June 1, 2003... Angel.com, a provider of Web-based speech-enabled telephony applications for businesses, has announced the launch of CRM (customer relationship management) by Voice, which was designed to allow companies to deploy voice-enabled, interactive...

APAC Customer Services, Inc. celebrating 30 years of innovations. (New Products).
June 1, 2003... APAC Cutomer Services, Inc. is celebrating its 30th anniversary with a year-long, event-packed tribute to its employees, to whom APAC attributes it longevity and success. Led by founder Ted Schwartz, APAC has positioned itself as a true pioneer...

Customer Inter@ction Solutions magazine's fourth-annual CRM Excellence Awards Part I. (A-W).
June 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 are the winners...the companies that offer the best...

Global outsourcing of CRM: techniques and trends. (Outsourcing).
June 1, 2003... Globalization is fundamentally shifting the status quo of contact center outsourcing many firms are now considering oursourcing for the first time as not only an operational efficiency driver, but also a key globalization enabler, This trend is...

Voice, E-mail and the Web: The three-lane highway to the latest in routing technologies. (e-CRM).
June 1, 2003... After more than 15 years, the principal goal of contact centers remains the same--route the right contact to the right agent at the right time. Recent trends have made that challenge much more difficult as more and more organizations find...

Understanding the headset: key terminology. (Call Center/CRM Management Scope).
June 1, 2003... A headset is more than meets the eye. It is actually a very sophisticated piece of technology designed to allow the user to communicate clearly, comfortably and safely. There are dramatic differences in quality and performance, depending on the...

Headset Roundup 2003. (A-V).
June 1, 2003... Ahern Communications (reseller) www.callcenterheadsets.com 800-451-5067 Bogen Communications, Inc. www.bogenheadsets.com 888-744-0044 CommuniTech (Reseller) www.communitech.com 888-795-7222 Danacom USA...

TMC lab reviews. (TMC Labs).
June 1, 2003... matchit v4.1 helpIT systems ltd. 1670 S. Amphlett Blvd., Ste. 214 San Mateo, CA 99402-2511 Ph: 866-matchIT (866-628-2448) Web: www.helpit.com Price: $1,495 for matchIT Lite, $2,995 for matchIT Plus, $4,995 for...

The Kansas City area: A really smart place for call centers. (RE: Locations).
June 1, 2003... The Kansas City Area Development Council, which is the economic development entity serving this 17 county, 50 community, bi-stare area of Missouri and Kansas with a population of over two million people, proudly boasts in their information that...