Customer Interaction Solutions articles from March 2002

Customer Interaction Solutions archives from March 2002

Enterprise Teleservices Outsourcing strong and well: Part 1 - Outbound. (Publisher's Outlook).
March 1, 2002... Nadji Tehrani Over the last 20 years (since 1982), we have been the champion among industry publications in covering the progress and the status of teleservices outsourcing companies. To create greater visibility and awareness of...

Rockwell FirstPoint Enterprise 2002. (Technology Highlights).(Product Announcement)
March 1, 2002... Rockwell is a name that has been associated with call centers going back to 1973, when it developed the first ACD, and it has been working on innovations ever since, such as the first implementation of CTI in 1983, the first direct digital...

DTLink introduces e-mail application. (New Products).(Answer Tool 2.0)(Brief Article)(Product Announcement)
March 1, 2002... DTLink Software recently announced the availability of Answer Tool 2,0, its Windows 95/98/ME/NT/2000/XP application designed to help answer e-mail inquiries in minutes instead of hours, AnswerTool saves answers and allows agents access to them...

Oracle HRMS extends global reach. (New Products).
March 1, 2002... Oracle Corporation has announced global enhancements to the Oracle Human Resources Management System (HRMS) modules of the Oracle E-Business Suite. New enhancements, including additional country local extensions and further globalization of...

Quest delivers Oracle database management solution. (New Products).(Quest Central for Oracle)(Brief Article)(Product Announcement)
March 1, 2002... Quest Software, Inc., a provider of application management solutions, has announced the release of Quest Central for Oracle. Quest Central combines database management tools into one product, helping deliver an integrated solution that includes...

Witness Systems announces eQuality Mid-Market Solution. (New Products).(Brief Article)(Product Announcement)
March 1, 2002... Witness Systems, a provider of customer interaction recording, performance analysis and e-learning software, has announced the availability of its new eQuality Mid-Market Solution. The mid-market offering was designed to provide a targeted,...

e-talk releases new Recorder product for quality monitoring. (New Products).(Recorder 3.5)(Product Announcement)
March 1, 2002... e-talk Corporation has announced the release of its upgraded Recorder product. e-talk Recorder 3.5. e-talk has added a customized recording feature to enable contact center managers improved flexibility surrounding quality monitoring. Call...

Tacit Knowledge Systems releases Expertise Services Platform. (New Products).(Brief Article)(Product Announcement)
March 1, 2002... Tacit Knowledge Systems, Inc., a provider of expertise automation for the enterprise, has announced the release of its new product, the Tacit Expertise Services Platform (ESP). Tacit ESP was designed to provide a complete foundation for...

Genesys releases CallPath 6.4. (New Products).(Brief Article)(Product Announcement)
March 1, 2002... Genesys Telecommunications Laboratories, Inc., an independent, wholly owned subsidiary of Alcatel, has announced general availability of version 6.4 of its CallPath product. CallPath 6.4 was designed to help customers maintain their previous...

FrontPhase Technologies launches web-based CRM solution. (New Products).(Brief Article)(Product Announcement)
March 1, 2002... FrontPhase Technologies has released its new CRM solution, targeted for small and medium-sized enterprises (SMEs). The FrontPhase flagship product was designed to offer customers a more affordable and easy-to-use solution for all their customer...

Inova launches Direct-connect wallboards. (New Products).(Inova LightLink Direct LED)(Brief Article)(Product Announcement)
March 1, 2002... Inova Corporation, a developer of realtime message and alert systems, has announced the launch of LightLink Direct LED wailboards. The new displays receive information directly from a customer's data source, helping provide the efficiency gains...

Eyretel releases Performance Manager. (New Products).(Brief Article)(Product Announcement)
March 1, 2002... Eyretel, a provider of voice and data recording, quality monitoring and analysis systems, has announced the availability of Eyretel Performance Manager, which was designed to help companies understand and manage the reality of what is happening...

PointServe releases serviceLogic 5.2. (New Products).(Brief Article)(Product Announcement)
March 1, 2002... PointServe has announced the general availability and first deployment of ServiceLogic release 5.2. ServiceLogic, an application for mobile workforce management and customer care, has been enhanced to ease integration with back- office systems,...

mrc introduces mrc-Recovery. (New Products).(Michaels, Ross and Cole Ltd.'s disaster recovery service)(Brief Article)
March 1, 2002... E-business software and services provider mrc (michaels, ross & cole, ltd.) has introduced a new add-on service for its client base. In the event of a server shutdown, mrc customers are now offered a 24/7 disaster recovery service called...

Technical Selling Enterprises introduces SEbase. (New Products).(Brief Article)(Product Announcement)
March 1, 2002... Technical Selling Enterprises (Tech$ellEnts), a provider of training services, productivity tools and consulting services designed for technical sales engineers (SE), has released SEbase, its Intranet-based technical sales engineering knowledge...

NativeMinds releases newest software. (New Products).(NeuroServer 3.5)(Brief Article)(Product Announcement)
March 1, 2002... NativeMinds has announced NeuroServer 3.5, the company's new version of its flagship product for creating virtual customer service reps. The enhanced software enables virtual representatives to more easily plug into companies' existing...

RightAnswers introduces knowledgebase suite for XP and Office XP. (New Products).
March 1, 2002... RightAnswers LLC, a provider of custom and packaged knowledge-based technology support content, has announced that a suite of Microsoft Windows XP and Office XP customer support knowledge has gone live on the RightAnswers Online Knowledge...

Vircom expands intelligent secure messaging. (New Products).(VOP modusMail Lot enterprises and VOP modusMail SP)(Product Announcement)
March 1, 2002... Vircom Inc., a developer of Internet infrastructure server solutions, has introduced its line of VOP modusMail secure messaging solutions dedicated to small-and medium-sized businesses and service providers who require round-the-clock virus and...

Stream International launches the Stream Support Center. (New Products).(Brief Article)
March 1, 2002... Stream International, a provider of CRM outsourced support services for technology companies and e-businesses, has announced that it has launched its Stream Support Center, an integrated technical support portal. With the Support Center,...

Self-service: The secret to champagne customer service on a beer budget. (Customer Relationship Management).
March 1, 2002... "By 2005, more than 70 percent of customer service interaction for information and remote transactions will be automated." GartnerGroup, Gartner Symposium/ITxpo 2001, Oct. 8, 2001, In a world where products are ubiquitous, excellent...

Ergonomics for call centers. (Call Center/CRM Management Scope).
March 1, 2002... One year ago, ergonomics was everywhere. CNN articles featured endless analyses of OSHA's proposed workplace regulations, which would have required extensive ergonomic standards and practices in most U.S. workplaces. Labor groups supported it...

Seventeenth-annual Top 50 outbound Teleservices Agencies Ranking. (Outsourcing).(list)
March 1, 2002... This is the seventeenth year Customer Inter@ction Solutions[TM] magazine brings you its "Top 50" Teleservices Agency Ranking. In this issue, we're presenting the "Top 50" outbound portion of the ranking. (The inbound portion of the ranking will...

One size does not fit all: Targeting your contact center services for better ROI. (E-Sales - E-Service).
March 1, 2002... To begin, let me congratulate today's call center professionals and information technology executives. Over the past decade, they have created solid and stable customer service systems using rudimentary tools. But as we move into the next...

The Purdue Page.
March 1, 2002... Ask Dr. John The Purdue benchmark research has been conducted since 1995. Purdue currently holds data for more than 5,400 call centers. To learn about how to participate in some of Purdue University's new benchmark research, please visit...

Commetrex announces T.38 interoperability lab. (Breaking News).(Brief Article)
March 1, 2002... Commetrex Corporation, a developer and licensor of fax-related technologies, has announced the opening of a Commetrex-sponsored ITU T.38-fax relay interoperability testing lab. The company is offering testing to all equipment developers...

Vodavi introduces Express VoIP. (Breaking News).(voice-over-IP gateway)(Product Announcement)(Brief Article)
March 1, 2002... Vodavi Technology, Inc., a provider of traditional and next-generation business telecommunications solutions, has announced the availability of Express VoIP, a non-proprietary analog gateway. When connected to an available CO port, the Express...

T&S Software launches network infrastructure systems. (Breaking News).(Atlas, Eos)(Product Announcement)(Brief Article)
March 1, 2002... T&S Software, a provider of telecommunication equipment, announced its new line of network infrastructure systems. T&S has released enhanced services product lines for both the traditional circuit switched networks (Atlas) and the emerging...

NetTest delivers SIGTRAN testing solutions. (Breaking News).(Signaling Transport Protocol Conformance Test Suites)(Product Announcement)
March 1, 2002... NetTest, a provider of testing, monitoring, management and optical component solutions for advanced and converged networks, has announced the addition of its SIGTRAN (Signaling Transport Protocol) Conformance Test Suites to its line of...

iPass and TechTeam collaborate. (Breaking News).(Brief Article)
March 1, 2002... iPass Inc., a provider of secure connectivity services, and National TechTeam, Inc., a provider of information technology support services, have announced an agreement to offer iPass corporate customers a tailored help desk resource known as...

Connected Systems signs agreement with SAIC. (Breaking News).(Science Applications International Corporation)(Brief Article)
March 1, 2002... Connected Systems, a manufacturer of specialized voice processing and messaging products for converged networking applications, has announced the signing of a strategic alliance agreement with systems developer and integrator Science...

Toshiba launches Strategy IVP8. (Breaking News).(Product Announcement)(Brief Article)
March 1, 2002... Toshiba America Information Systems, Inc., Telecommunication Systems Division (Toshiba TSD), has announced the release of its Stratagy IVP8 voice processing system, which was designed to deliver a more cost-effective, robust solution for...

Garuda releases "triple-play" broadband for the enterprise. (Breaking News).(Garuda Networks Proteus)(Product Announcement)
March 1, 2002... Garuda Networks has announced the availability of Proteus, a device that supplies voice, video and data applications over broadband lines. By combining the softswirch, voice gateway, media server, video server and broadband line concentrator...

Empirix publishes new Voice Performance Index. (Breaking News).(Product Announcement)(Brief Article)
March 1, 2002... Empirix Inc., a provider of integrated test and monitoring solutions for Web, voice and network applications, has released the Empirix Voice Performance Index. The new index is a benchmark that ranks the performance of common IVR transactions...

Harmony, or discord? (Breaking News).(Davox acquires CeIIIT, creates Concerto Software)
March 1, 2002... Davox Purchases CeIIIT; Forms Concerto Software Davox. The opening motif. Drifting through the hall, resounding from an assorted collection of instruments: Unison, Ensemble, LYRICall. They've played this piece before, such as when Davox...

VoIp in the call center: A guide to call quality and SLA metrics. (Communications Solutions[TM] Feature).
March 1, 2002... Use of Voice over IP (VoIP) is spreading. Not only are more people turning to VoIP in general, but also it's moving into specific areas of the enterprise. Call centers represent one such area. We at Telchemy believe that applications in call...

Knowledge management and database technologies roundup. (Product and Services Selection Guide).(Buyers Guide)
March 1, 2002... For CRM and, by extension, every company, information is job one. As the old saw goes, information is power. Yet the power often remains unchanneled due to the proliferation of media channels though which customers can contact a company, often...

Connected TLM v. 6.1. (TMC[TM] Labs Review).
March 1, 2002... Connected Corporation Framingham, MA, 01701 Ph: 508-808-7300; Fx: 508-879-5794 Web: www.connected.com Price: The TLM Service ranges from $160 to $225 per seat, per year, based upon functionality. The TLM Product ranges from...

Head-to-head headsets. (TMC[TM] Labs Review).(Buyers Guide)
March 1, 2002... GN Netcom, Inc. Nashua, NH 03062 Ph: 800-826-4656; Fx: 603-598-0488 Web: www.gnnetcom.com Plantronics Santa Cruz, CA 95060 Ph: 800-544-4660; Fx: 831-426-6098 Web: www.plantronics.com Prices: ...

Cell center site selection. (RE: Location).
March 1, 2002... Selecting a new site for your contact center can potentially be one of the most expensive, gruesome, agonizing, painstaking processes you will ever pursue. This article will outline how to make the process one that is cost conscious, pain free,...

Siebel 7 Call Center. (Technology Highlights).
March 1, 2002... As Siebel has been building CRM software for nearly a decade, one would expect they have observed trends in CRM over that time. According to Matt Malden, senior director of product marketing for Siebel's Call Center Web Services products, they...

Siemens HiPath. (Technology Highlights).
March 1, 2002... Another company with a long history in telecommunications that is expanding the boundaries of IP communications and the contact center environment is Siemens, which, through its enterprise network division, has released more than a dozen new...

Enhancements to Oracle's E-business suite. (Technlogy Highlights).(Oracle Customers Online and Oracle Partners Online)
March 1, 2002... E-commerce has certainly been a boon to the way business is conducted, but it has also led to a vast proliferation of customer data collected from around an enterprise, but which has been essentially locked up to all but a few. Oracle's...

DD Series version 3.0 from DataDistilleries. (Technlogy Highlights).(Product Announcement)
March 1, 2002... With multichannel integration of contact center systems, enormous quantities of data are flowing into enterprise databases at amazing speed, yet the problem remains that it often rakes someone with a PhD. in statistical mathematics to turn that...