Customer Interaction Solutions articles from March 2003

Customer Interaction Solutions archives from March 2003

An open letter to the Chairman of the FTC. (Publisher's Outlook).(Editorial)
March 1, 2003... AN OPEN LETTER TO THE CHAIRMAN OF THE FTC, TIMOTHY J. MURIS FTC RULING IS A MATTER OF LIFE OR DEATH! WE NEED TO INFORM THE FTC DO THEY KNOW THAT THEY ARE CUTTING OFF THEIR NOSE TO SPITE THEIR FACE? Dear Mr. Muris: TMC...

The public reaction to the new FTC regulations. (High Priority!).(Letter to the Editor)
March 1, 2003... My last two High Priority! columns have generated many comments from our readers -- thanks to all that responded. Following are some examples of the letters I have received. The High Priority! column for February, "The FTC Is About To Eliminate...

The CEO spotlight.(William R. Hennessy, president and CEO of Stratsoft, Inc.)(Interview)
March 1, 2003... In the new CEO Spotlight section in Customer Inter@ction Solutions[R], we foster recognition of the outstanding work performed by exemplary companies. Every month, we will bring you the opinions of the heads of companies that lead the contact...

Executive roundtable.(Higinio Sanchez of Telvista Co. and C.J. Johnson of CCC Interactive Corp.)
March 1, 2003... In this months Executive Roundtable, we invited Higinio Sanchez, CEO of The Telvista Company (www.telvista.com) and C.J. Johnson, senior vice president at CCC Interactive Corporation (www.cccinteractive.com) to provide their insight into the...

CRM 2.0 from J. D. Edwards. (Technology Highlights).
March 1, 2003... J.D. Edwards & Company has released CRM 2.0, the latest version of its customer relationship management offering. Karl Johnson, vice president of CRM Product Management at J.D. Edwards, said the focus of CRM 2.0 from a functional perspective is...

AltiGen debuts AltiContact Manager. (Technology Highlights).
March 1, 2003... Tailoring its latest release to the small to mid-sized business market, AltiGen Communications, Inc. has released the AltiContact Manager, a turnkey IP hardware/software system for inbound, outbound or blended contact centers. According to...

Real-time view from SYMON's VISTA. (Technology Highlights).
March 1, 2003... Charles Ansley, the president and CEO of SYMON Communications, Inc., said, "You can't drive a car without a dashboard and in business you can't drive without a dashboard either." The analogy to the automobile dashboard is for SYMON's new VISTA...

VoiceLogger introduces digivoiceXE. (New Products).(Brief Article)
March 1, 2003... VoiceLogger, Inc., a company that designs and manufactures digital recording and monitoring systems that provide security and business intelligence to call and contact centers, has released a new voice recording and monitoring system designed...

Microsoft CRM is released. (New Products).
March 1, 2003... Microsoft Business Solutions (Microsoft) recently announced the North American availability of Microsoft Business Solutions Customer Relationship Management (Microsoft CRM). The new product was designed to support and automate the CRM...

SIVOX addresses interactive e-learning. (New Products).
March 1, 2003... SIVOX Technologies has recently introduced SIVOX RealCall, which was designed to be a learning environment that immerses users in an interactive simulation that allows them to hear and speak with "virtual customers" and interact with a replica...

Noble Systems assists with DNC compliance. (New Products).(Brief Article)
March 1, 2003... Noble Systems Corporation, a provider of contact automation technology has introduced a new ally for call centers faced with do-not-call list challenges. The ATOMS DNC Manager system was designed to help call centers stay in compliance with...

Date-Tel Info Solutions offers California Compliance. (New Products).(xSELLerator 6.0 )(Brief Article)
March 1, 2003... Data-Tel Info Solutions, a provider of contact center software and technology, recently announced the addition of a California Compliance/Overflow Agent module to its inbound, outbound and Web-bound contact center management software, known as...

SAP offers NetWeaver. (New Products).
March 1, 2003... SAP AG has announced the launch of the next step of its integration and application platform designed to provide extensibility across heterogeneous IT landscapes. SAP NetWeaver helps enable organizations to integrate people, information and...

TechExcel debuts FrontOffice 4.0. (New Products).(Brief Article)
March 1, 2003... TechExcel, Inc. has officially released its TechExcel FrontOffice 4.0 after two years of research and development. The product is a CRM solution designed to provide enterprise-level power and functionality while remaining easy to configure and...

Alding AB releases version 1.4 Of its e-commerce shopping cart. (New Products).(Brief Article)
March 1, 2003... Alding AB, a Swedish provider of e-commerce shopping cart software, released version 1.4 of Alding Webshop Maker, the company's e-commerce shopping cart application with the payment system PayPal integrated by default. Alding Webshop Maker...

SandCherry releases SoftServer 24. (New Products).(Brief Article)
March 1, 2003... SandCherry, Inc. recently announced SoftServer Version 2.4 which adds Java and Web Services APIs to help increase the accessibility of speech for Web applications and offer more robust multimodal application support. SandCherry's SoftServer...

Amae Software integrates customer perspectives. (New Products).(Brief Article)
March 1, 2003... Amae Software recently announced the launch of its Customer Integration (CI) Suite, which integrates customer perspectives into contact center transactions. The CI Suite was designed to decrease agent monitoring and management costs and build...

OPC's SpitFire takes off. (New Products).(SpitFire Predictive Dialer)(Brief Article)
March 1, 2003... OPC Marketing has announced the launch of its SpitFire Predictive Dialer, an affordably priced predictive dialer designed for small to medium-sized call centers and telemarketing firms. Priced at less than half the cost of traditional...

GWI releases two new versions of c.Support. (New Products).(Brief Article)
March 1, 2003... GWI Software has announced the release of two new versions of its c.Support help desk application. New versions for both the Lotus Domino and the Microsoft Windows Server platforms each incorporate a set of functions designed to streamline help...

FaceTime expands instant messaging. (New Products).(IM Auditor Enterprise)(Brief Article)
March 1, 2003... FaceTime Communications has announced the immediate availability of its IM Auditor Enterprise, designed to provide businesses with the ability to centrally manage and control instant messaging communications between employees, partners and...

Pipkins adds features to Vantage Point. (New Products).(Vantage Point 8.0)(Brief Article)
March 1, 2003... Pipkins Inc. has announced the addition of a new intra-day schedule "reoptimization" feature to Vantage Point 8.0, the latest version of its workforce management software for call centers. The new feature adjusts the day's staffing schedule to...

Call Center Scheduler releases updates. (New Products).(Call Center Scheduler 4.1.1)(Brief Article)
March 1, 2003... Call Center Scheduler, a provider of workforce management software for small and medium-sized call centers, has announced that its latest software release, Call Center Scheduler 4.1.1, automatically imports ACD data without requiring...

AltiGen releases IP-PBX phone systems. (New Products).(AltiGen Communications AltiServ1 IP and AltiServ2 IP,)(Brief Article)
March 1, 2003... AltiGen Communications, Inc., a manufacturer of IP-PBX phone systems, has announced the availability of AltiServ1 IP and AltiServ2 IP, two all-IP PBX phone systems targeted at small to medium-sized businesses with 8 to 600 users. The two new...

Active Voice launches new Kinesis unified communications solution. (New Products).(Brief Article)
March 1, 2003... Active Voice, LLC, a provider of unified messaging, computer-telephony and voice messaging solutions, has announced the release of its new unified communications solution for large enterprises based on Microsoft Exchange. Active Voice's Kinesis...

etalk allies with Ineto. (Strategic Alliances).(Brief Article)
March 1, 2003... etalk Corporation recently announced an alliance with Ineto Services, a customer communications service provider. Ineto will now extend its offering by integrating etalk's quality monitoring solution through their integrated hosted service....

Wildfire and Phonetic Systems partner. (Strategic Alliances).(Brief Article)
March 1, 2003... Wildfire Communications, Inc. a provider of voice-activated virtual assistant technology, announced a joint marketing relationship with Phonetic Systems, a provider of speech recognition solutions. The partnership was forged to help enable both...

Centile brings new distributors on board. (Strategic Alliances).(Brief Article)
March 1, 2003... Centile, Inc., a subsidiary of 8x8, Inc., has announced that Ascom Fintel Oy, based in Helsinki, Finland; Arthus Technologies, based in Geneva, Switzerland and Dev Net Solution (DNS), based in Paris, France, have agreed to license and resell...

Bay Bridge Decision and WFMG forge partnership. (Strategy Alliances).(Brief Article)
March 1, 2003... Bay Bridge Decision Technologies and the Workforce Management Group, Inc. have announced the formation of a partnership to help customer contact centers improve their strategic planning and analysis capabilities. Under this partnership, the...

MarketSoft and Quadstone integrate solutions. (Strategic Alliances).(Brief Article)
March 1, 2003... MarkerSoft Corp. and Quadstone have announced they have joined forces to create a cross-selling solution for the Financial services industry. By combining their technologies, Quadstone and MarketSoft have created what they believe is an...

YellowBrick and Strategic One strategize. (Strategic Alliances).(Brief Article)
March 1, 2003... YellowBrick Solutions, Inc. and StrategicOne, LC. recently announced a partnership to deliver end-to-end services and software solutions, The two companies will work together to strive to improve customers' return on marketing investment...

Cardella appointed CEO of PRC. (Happenings).(Precision Response Corporation )(Brief Article)
March 1, 2003... USA Interactive has announced that Thomas L. Cardella has been appointed chairman and chief executive officer of Precision Response Corporation (PRC). Based in Ft. Lauderdale, Florida, PRC is a player in the development and delivery of...

TeleMessaging Industry Association adds nine new members. (Happenings).
March 1, 2003... The TeleMessaging Industry Association (TMIA) has announced the addition of nine new member companies. The TMIA now includes 35 member organizations, covering communications service providers, equipment vendors, application service providers...

Liebert opens heat scenario test lab. (Happenings).(Brief Article)
March 1, 2003... Liebert Corporation recently announced the creation of its new state-of-the-art Liebert XD Test Lab. The new lab was designed to replicate current and potential extreme density heat scenarios to help enable faster and more accurate evaluation...

Aliant joins avaya partner program. (Happenings).(Brief Article)
March 1, 2003... Avaya Inc. recently reported that Aliant Telecom has joined Avaya's BusinessPartner program at the Gold certification level. As an Avaya BusinessPartner, Aliant Telecom is working with Bell Canada's sales representatives to deliver Avaya...

Comergent Technologies acquires Enduse, Inc. (Happenings).(Brief Article)
March 1, 2003... Comergent Technologies, Inc., a provider of demand chain management software solutions, has announced its acquisition of variable pricing software vendor Enduse, Inc. Under the terms of the agreement, Comergent Technologies now owns all Enduse...

LSSi begins service via new gateway. (Happenings).(Brief Article)
March 1, 2003... LSSi Corp., a developer and operator of directory databases of telephone listings, has announced that its new Redditch gateway in Birmingham, England, has begun service. The gateway provides redundant access to LSSi's telephone listing data,...

CRM across the enterprise: integrating the channels. (Customer Relationship Management).
March 1, 2003... Today, companies face tremendous business challenges which are underscored by the rapidly changing pace of technology and the growing need to react and adapt to them quickly. The Internet, whose scope continues to evolve, is one such challenge....

Speech recognition: making training match reality through simulations. (Outsourcing).
March 1, 2003... Every day, each of us is inundated with sales calls, brochures, e-mail blasts and articles that all promise to cure the ills of agent training with dramatic results. After sifting through the piles, you're probably left with the same questions...

Beyond salt versus VoiceXML: coping with the wealth of standards in speech and multimodal self-service applications. (Call Center/CRM Management Scope).
March 1, 2003... K. W. (Bill) Scholz Standards serve as the foundation for growth within an industry. As a new technology is spawned and begins to pique the interest of developers and consumers, its initial growth is typically haphazard and devoid of...

Oklahoma City, Oklahoma. (RE: Locations).
March 1, 2003... Have you ever called America Online, Hertz, Southwest Airlines, Sprint PCS or The Hartford Insurance Company? Well, I have and I wanted to find out where I was calling. Guess what? It is a better-than-average chance that I was calling these...

Ask Dr. Jon. (The Purdue Page).
March 1, 2003... Q: Is there an industry standard for the average number of seconds an agent places a customer on hold? - Jason Graves The Purdue University Benchmarking Survey does not capture data on placing customers on hold after an agent...