Customer Interaction Solutions articles from June 2006

Customer Interaction Solutions archives from June 2006

25 years of moving CRM and contact centers forward: in just 25 years, we went from non-existence to a proud industry that laid the foundation for every corporation in America and around the globe.(Customer relationship management)(Editorial)(Company overview)
June 1, 2006... Technology Marketing Corporation (TMC) was founded in May of 1972. At that time, we published advanced chemical technology publications such as Radiation Curing, Powder Coatings, High Solids Coatings and UV Curing Science and Technology...

Call centers are changing lives.(High Priority)
June 1, 2006... I grew up in the call center business, and couldn't be more proud of that fact. Over the years, call centers have been used for admirable activities such as coordinating life-saving organ transplants, blood drives and fundraising for virtually...

The TMC Seal of Approval.(2006 Recommended Vendor List)(Awards list)(Brief article)
June 1, 2006... The following Recommended Vendors have distinguished themselves by winning one or more of TMC's coveted awards, earning them the TMC Seal of Approval. CRM/Contact Center Software/Hardware Amae Software Aspect Software ...

NICE acquires IEX and Performix.(Customer Inter@ction NEWS)(NICE Systems Inc.)(Brief article)
June 1, 2006... NICE Systems recently announced that it has signed a definitive agreement to acquire IEX, a provider of contact center workforce management solutions. The company also signed a second definitive agreement to acquire Performix Technologies,...

etalk unveils customer survey solution.(Customer Inter@ction NEWS)
June 1, 2006... etalk, a provider of contact center software and services, has announced that Qfiniti Survey, an automated customer survey application, is now fully integrated onto etalk's single platform of call center solutions, Qfiniti Enterprise. In...

Siemens Communications Inc. announces HiPath ProCenter Enterprise Version 7.0.(Customer Inter@ction NEWS)(Brief article)
June 1, 2006... Siemens Communications Inc. recently announced the launch of HiPath ProCenter Enterprise Version 7.0, the company's new IP-ready contact center solution designed to help enterprises improve first-contact resolution, drive up productivity and...

Aspect Software offers open source IP-PBX.(Customer Inter@ction NEWS)(Brief article)
June 1, 2006... Aspect Software, Inc. recently announced it will provide and support the Digium open-source Internet protocol (IP) PBX, the Asterisk Business Edition--a professional-grade version of the industry's first open source IP-PBX--for customers of its...

Interactive Intelligence launches channel-ready program for unified communications system.(Customer Inter@ction NEWS)(Brief article)
June 1, 2006... Interactive Intelligence Inc. has announced the launch of a channel-ready program designed to simplify installation of the company's unified communications system, Communite. The Interactive Intelligence channel-ready program offers resellers...

Genesys releases contact center suite version 7.2.(Customer Inter@ction NEWS)(Brief article)
June 1, 2006... Genesys Telecommunications Laboratories, Inc., an Alcatel company, has released Genesys 7.2, a new version of the company's contact center software suite with advances in the scalability, reliability and security needed for IP contact centers....

Salesforce.com Purchases Sendia.(Customer Inter@ction NEWS)(Sendia Corporation )(Brief article)
June 1, 2006... On-demand CRM provider Salesforce.com, inc. has announced the next generation of mobile applications with AppExchange Mobile through its acquisition of Sendia Corporation for $15 million in cash. The combination of the AppExchange on-demand...

New version of KANA IQ available.(KANA Software Inc., KANA IQ 9.1, Call center software)(Brief article)
June 1, 2006... KANA Software, Inc., a provider of multichannel customer service, has announced enhancements to KANA IQ, the company's solution for enterprise knowledge management and customer service optimization. KANA IQ 9.1 features new workflow...

NuContact Center solution: breakthrough solutions often require a whole new company.(Company overview)
June 1, 2006... The Nuasis NuContact Center[R] is a new approach to routing and responding to customer inquiries. It combines the best capabilities of self-service applications with live agent assistance to provide companies with the greatest flexibility when...

Lifetime Achievement Awards for the call center industry.(Customer Interaction Solutions celebrating our 25th Anniversary)
June 1, 2006... Customer Inter@ction Solutions magazine, in the spirit of celebrating our 25th Anniversary, has been proud to designate a special group of individuals and companies as recipients of our "Lifetime Achievement Award." Most of these individuals...

The call center and teleservices event of the year celebrates the last quarter century.
June 1, 2006... Most industries have their big event nights... their "Academy Awards" for industry luminaries. On May 4th, TMC and Customer Inter@ction Solutions magazine had the pleasure of hosting a black-tie, red-carpet awards event that paid tribute to a...

Highlights of the Customer Inter@ction Solutions' 25th anniversary event.
June 1, 2006... During the special night of May 4, 2006, at Customer Inter@ction Solutions' 25th anniversary celebration, the honorees of the Lifetime Achievement Awards offered many wonderful comments about their experiences in the industry. Here, we've...

Customer Inter@ction Solutions' seventh annual CRM Excellence Awards, Part II.(CUSTOMER RELATIONSHIP MANAGEMENT)
June 1, 2006... For the seventh consecutive year, the editors of Customer Inter@ction 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 list--the companies that...

One step at a time: how world class contact centers are achieving their workforce optimization goals.(Major Trends Facing The Contact Center From The Workforce Optimization Experts: A Special Editorial Series Sponsored by Voice Print, Pipkins and Syntora)
June 1, 2006... Most contact centers today are researching--or have already implemented--a workforce optimization (WFO) solution. Satisfied with their call delivery infrastructures (PBXs, ACDs, etc.), contact centers of all shapes and sizes are now...

Overcoming the old headache of integration.(Major Trends Facing The Contact Center From The Workforce Optimization Experts: A Special Editorial Series Sponsored by Voice Print, Pipkins and Syntora)
June 1, 2006... The call center industry has historically put forward some very impressive technologies over the years. It's a marketplace full of practical innovation developed to serve the needs of the contact center. Why practical innovation? Because in...

Twenty-five years of call center innovations: a retrospective.(CONTACT CENTER TECHNOLOGY)
June 1, 2006... When we began discussing this special 25th anniversary issue of Customer Inter@ction Solutions magazine, I knew we needed a retrospective: a sort of historical technological overview of this great industry, written by those individuals most...

Using e-learning in the call center.(WORKFORCE OPTIMIZATION)
June 1, 2006... Once a communications provider--wireline or wireless--wins a consumer, it must continuously deliver rich service experiences as a means to keeping that customer. The single most common point of contact is the call center. Ninety-two percent of...

Things to consider when buying a workforce management solution.(WORKFORCE OPTIMIZATION)
June 1, 2006... As the role of the contact center within the enterprise continues to expand, workforce management (WFM) has emerged as one cornerstone in an overall optimization strategy. As a result, WFM solutions and other contact center software...

Looking toward the future.(Customer Interaction Solutions 25th Anniversary and awarding the Top 50 Teleservices)(Editorial)
June 1, 2006... During the recent gala event celebrating Customer Interaction Solutions' 25th Anniversary and awarding the Top 50 Teleservices, MVP Quality and Lifetime Achievement Award winners, one recipient commented, after hearing about the accomplishments...