Customer Interaction Solutions articles from June 2007

Customer Interaction Solutions archives from June 2007

The dawn of a new era in contact center media!!(Publisher's Outlook)
June 1, 2007... As the contact center industry's pioneering and preeminent magazine since 1982, Customer Interaction Solutions[R] magazine has always been dedicated to providing its valued readers the finest and most cutting-edge information. As we helped...

Spanlink is on a mission.(High Priority)(Interview)
June 1, 2007... As readers know, I'm fond of keeping up with the call center industry by speaking with its major players as often as possible so I'm never taken by surprise by cutting-edge announcements and upcoming events (and, let's face it, so I can be the...

Left Bank Solutions introduces multitenant workforce management.(Customer Inter@ction NEWS)
June 1, 2007... Workforce optimization solutions provider Left Bank Solutions, Inc. recently announced the release of Monet WFM Live, a multitenant, pure Web-based workforce management solution. Monet WFM Live was built largely on Left Bank Solutions' Monet...

Aspect makes eWFM 7.0.1--Perform available in new languages.(Aspect Software Engineering Inc. launched new human resource management software)(Aspect eWorkforce Management 7.0.1)(Brief article)
June 1, 2007... Aspect Software, Inc. recently announced that its Aspect eWorkforce Management 7.0.1--Perform module is now available in French, German, Spanish, Korean, Japanese, Traditional Chinese and Simplified Chinese. The latest version also provides...

Telrex announces support for Cisco Smart Business Communications System.(Customer Inter@ction NEWS)
June 1, 2007... Telrex, developer of CallRex IP call recording and monitoring software for businesses using IP-PBXs or hosted VoIP services, has announced support for the Cisco Smart Business Communications System. Telrex's CallRex software integrates with the...

Citrix Online enhances GoToAssist.(Customer Inter@ction NEWS)
June 1, 2007... Citrix Online has debuted a newly enhanced version of Citrix GoToAssist designed to allow frontline technicians and their colleagues to invisibly collaborate as a team to resolve customer issues. GoToAssist 8.0 allows the frontline support...

Five9 announces compatibility with Windows Vista.(Customer Inter@ction NEWS)
June 1, 2007... On-demand call center solutions provider Five9, Inc. has announced that its Five9 Virtual Call Center solutions are now fully compatible with Microsoft's Windows Vista operating system. The new Five9 capabilities were added to easily turn a...

Infusion Software upgrades its CRM.(Customer Inter@ction NEWS)
June 1, 2007... Infusion Software, a provider of on-demand "active CRM" and marketing automation software built for small businesses, has announced Version 5.0, the latest release of its flagship product, Infusion CRM. Version 5.0 includes benefits designed to...

Tigerpaw releases companion products for CRM+.(Customer Inter@ction NEWS)
June 1, 2007... CRM and professional service automation provider Tigerpaw Software, Inc. recently released five new companion products designed to quicken tasks associated with sales, service and inventory functions of Tigerpaw CRM+. TP utilities, developed...

Interactive Intelligence integrates IP-PBX with MS Exchange Server 2007 Unified Messaging.(Customer Inter@ction NEWS)
June 1, 2007... Interactive Intelligence recently completed integration of its IP-PBX platform with the recently released Microsoft Exchange Server 2007 Unified Messaging solution. The integration enables the Interactive Intelligence IP telephony platform,...

IEX debuts v3.12 of TotalView Workforce Management.(Customer Inter@ction NEWS)
June 1, 2007... IEX Corporation, a NICE Systems company, has released version 3.12 of the IEX TotalView Workforce Management system, which is part of the NICE SmartCenter family of solutions. NICE SmartCenter is a solution designed to enable organizations to...

Enkata partners with NTT America.(Customer Inter@ction NEWS)
June 1, 2007... Enkata, a provider of on-demand performance and talent management solutions, has announced a partnership with NTT America, a U.S. subsidiary of NTT Communications Corporation, to deliver IT infrastructure services for its best-of-breed...

Thomas L. Cardella & Associates launches in Iowa.(Customer Inter@ction NEWS)(Brief article)
June 1, 2007... Thomas L. Cardella & Associates (TLC & A) has announced that it will launch a new contact center company in Iowa, initially bringing over 250 jobs to the city of Cedar Rapids. Thomas L. Cardella serves as President and CEO of the initiative,...

Oracle releases new version of Oracle's Siebel CRM on Demand.(Customer Inter@ction NEWS)
June 1, 2007... Oracle recently announced the latest version of Oracle's Siebel CRM On Demand, which combines comprehensive CRM functionality with next-generation usability, advanced customization and comprehensive integration to increase end user productivity...

CallCenterComics.com.(Cartoon)
June 1, 2007... THIS IS MARY, YOUR NEW SUPERVISOR. SHE WILL BE WRITING YOU ANNUAL REVIEW LATER TODAY. [ILLUSTRATION OMITTED] HOW CAN SHE WRITE MY REVIEW? SHE DOESN'T KNOW ANYTHING ABOUT ME. THIS IS STUPID!!! [ILLUSTRATION OMITTED] BY...

Building the perfect customer experience.(Innovative Solutions From The Customer Care Experts: A Special Editorial Series Sponsored By InfoCision Management Corp.)
June 1, 2007... The idea of incremental improvement, or Kaizen, was all the rage in manufacturing a few years ago. It was the perfect environment for making small, incremental changes to a repetitive process, monitoring the impact and institutionalizing...

How much is superior customer care worth?(Innovative Solutions From The Customer Care Experts: A Special Editorial Series Sponsored By InfoCision Management Corp.)
June 1, 2007... Research consultancy Bain & Company recently conducted a survey of several hundred customer-facing companies. The companies were asked if they provided a superior customer service experience to their customers. Eighty percent of the companies...

I was an outbound call center agent.(In The Queue)
June 1, 2007... There. I've said it. And let's face it... in the 1980s, the job of outbound call center agent ranked right up there with cleaner of public restrooms on the job appeal scale. But there is a bright side: little did I know then that it would end...

Customer Interaction Solutions' eighth annual CRM Excellence Awards, Part Two.
June 1, 2007... For the eighth 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 list--the companies that...

Business case for Bangalore: pros and cons of relocating a contact center to India.(OUTSOURCING TELESERVICES)
June 1, 2007... Just as computers and the Internet revolutionized the business world in the 1990s, globalization will have an even greater impact on businesses in the first 10 years of this decade. In 2000 and beyond, globalization in politics, business and...

Call centers are the communication nucleus of any business: create a nimble, reactive call center to gain an advantage.(Innovative Solutions From The Call Center Experts: A Special Editorial Series Sponsored By Strategic Communication Systems)
June 1, 2007... What do they have in common? Both Fred and Ann are trying to find a way to retain qualified staff while cost-effectively meeting internal and/or external customer demands. Ensuring high-quality performance while minimizing risks and balancing...

For today's call center, flexibility is not just "nice to have".(Innovative Solutions From The Call Center Experts: A Special Editorial Series Sponsored By Strategic Communication Systems)
June 1, 2007... Let's face it. The call centers of 20 or even 10 years ago operated in one way only. Agents were hired and trained in the same way, the parameters for call recording had been set in stone years before, IVR menu trees were set up once and the...

Ten solutions to common problems with workforce management implementations.
June 1, 2007... Over the years, you've probably read a lot of articles about the most important things to consider when buying workforce management. You probably know them by heart: get executive buy-in, form a task force to determine needs, be sure...

Five steps to securing data in the contact center.(IP CONTACT CENTER)
June 1, 2007... Recent high-profile security breaches have underlined the importance of safeguarding sensitive customer information from the contact center to the enterprise. Failure to protect customer data has resulted in damaged reputations, costly...

An update from the VoiceXML Forum.(SPEECH TECH)(Interview)
June 1, 2007... If your goal is to find out what's on the horizon for the speech technology industry, a good place to start is finding out what's current and upcoming with the VXML Forum, considered to be the most prominent proponents and educators of speech...

What every call center needs to know about speech analytics.(SPEECH TECH)
June 1, 2007... Speech analytics is one of the fastest growing market segments in the call center industry. Thanks to major advancements in the algorithms used to interpret speech, these automated systems now enable organizations to "mine" their recorded calls...

Fun things to do with your IVR.(Interactive Voice Response Systems)(Column)
June 1, 2007... Today, many people are in the enviable position of having to figure out what to do with their legacy IVRs. Some suggestions include door stops, booster chairs for small children and boat anchors. Increasingly, IVRs are more of a service...

Ask the expert.(A Special Editorial Series Sponsored By Interactive Intelligence)
June 1, 2007... With Time Passios, Director of Product Management, Interactive Intelligence [ILLUSTRATION OMITTED] Q: We're hearing more about software as a service (SaaS) lately, and see it as a good option for our company. But we're curious: What's...