Customer Interaction Solutions articles from March 2004

Customer Interaction Solutions archives from March 2004

Lead generation .... The forgotten link in savvy marketing.(Publisher's Outlook)
March 1, 2004... Why Lead Generation? If you follow the anatomy of a healthy organization, you will find that without exception, no company can exist without new business and simply stated, no company can remain in business without sales. It follows,...

Congratulations to the 2004 Top 50 Outbound companies.(Brief Article)
March 1, 2004... I'd like to take this opportunity to extend heartfelt congratulations to all the honorees of the 2004 Top 50 Outbound Teleservices Agencies Rankings. I know how difficult it is to win this coveted award, while complying with the recent FCC...

Join us at GCCOS and learn the true state of the industry and learn how to grow your business.(Global Call Center Outsourcing Summit)
March 1, 2004... On May 3-5, 2004, TMC will sponsor the Global Call Center Outsourcing Summit (GCCOS) at the Westin Hotel in St. Louis, Missouri. Top executives of teleservices companies, which are, by far, the most knowledgeable people in the CRM, call...

The 23 rules to becoming an excellent public speaker.(High Priority!)(instructions )
March 1, 2004... Our company has been running trade shows for almost twenty years. There are too many shows to count, but the number stands well over 50. Most of these events have been in communications, and I think it's time to share what I have learned over...

The CEO Spotlight: this month, CEO Spotlight speaks with Jim Foy, president and CEO of concerto software.(Cover Story)
March 1, 2004... CIS: What is your company's specialty and mission statement? [ILLUSTRATION OMITTED] JF: Concerto Software's business is the contact center. We have been 100 percent focused on that market for more than two decades, and the...

2004 teleservices outsourcing Recommended Vendor list: the TMC Seal of Approval.(Brief Article)
March 1, 2004... The following Recommended Vendors have distinguished themselves by winning one or more of TMC's coveted awards, earning them the TMC Seal of Approval. APAC Customer Services, Inc. CCC Interactive Center Partners InfoCision...

2004 CRM/Contact Center Software/Hardware Recommended Vendor list: the TMC Seal of Approval.(Brief Article)
March 1, 2004... The following CRM/Contact Center Software/Hardware 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 Aspect...

Case study: Reality Based Scheduling; Improving customer satisfaction and agent job satisfaction.(Advertisement)
March 1, 2004... SITUATION: Employee absenteeism negatively impacted service levels Meeting service level agreements (answering calls within a specified amount of time) has always been paramount for Center Partners and their clients. Because unscheduled...

Blue Pumpkin launches German version of workforce optimization solution.(New Products ...)(Brief Article)
March 1, 2004... Blue Pumpkin, a provider of enterprise workforce optimization solutions, recently introduced a new version of Blue Pumpkin Director-Enterprise localized for the German market. With the new localized version of Blue Pumpkin's workforce...

OnDemand Software introduces WinINSTALL 8.(New Products ...)(Brief Article)
March 1, 2004... OnDemand Software, Inc., has announced the availability of WinINSTALL 8, offering new features, including advanced hardware and software inventory, a new single-task-based console, unified database, advanced MSI packaging features, multicast...

LiveTime Software announces Web Services for Live Time Support 3.0.(New Products ...)(Brief Article)
March 1, 2004... LiveTime Software announced the inclusion of Web Services for the Live Time Support release scheduled for the second quarter of 2004. Live Time designed the Web Services Gateway to enable organizations to integrate Live Time Support 3.0 with...

Voice Print offers new recording solution for compliance.(New Products ...)
March 1, 2004... Voice Print International, a player in the development of integrated communications solutions for digital voice, data and screen recording and quality management, has announced its latest solution for recording and storing mission-critical...

NetSuite adds advanced business intelligence and analytics to real-time dashboards.(Netsuite Development Corp.)(Brief Article)
March 1, 2004... NetSuite, Inc. has unveiled the next generation of its real-time business intelligence and analytics dashboards. This release adds new features, including more than 20 pre-configured key performance indicators and best practices metrics that...

Norlight announces new Guardian Meeting service Center.(Norlight Telecommunications Inc.)(Brief Article)
March 1, 2004... Norlight Telecommunications, a provider of integrated data solutions for businesses, has announced its new Guardian Meeting Center service. The new service was designed to allow customers to meet with others over the Internet for training,...

ADP and Acxiom introduce new database management service.(Automatic Data Processing Inc.)(Brief Article)
March 1, 2004... A new database management service designed to help automobile dealers maintain more accurate customer contact information and assist in compliance with "do-not-call" lists and other privacy laws is now available from the Dealer Services Group...

AIMCall 5.0 unveiled.(New Products ...)(Brief Article)
March 1, 2004... AIM Technology has announced the general availability of AIMCall 5.0, a contact center performance management application designed to close the gap between the contact center and the enterprise. The company said AIMCall empowers individuals...

CobbleSoft adds Web-services capable integration to help desk solution.(CobbleSoft International Ltd.,)(Brief Article)
March 1, 2004... CobbleSoft International Ltd., developers of Web-based help desk, service and process management software solutions, has announced the release of COIGN Enterprise 2.2. The new release includes customization, integration capabilities and the...

Sonexis launches ConferenceManager 4.0.(New Products ...)(Brief Article)
March 1, 2004... Sonexis, Inc, has announced the general availability of Sonexis ConferenceManager 4.0, the company's integrated audio and Web conferencing system. The company stated the new version expands the ability of companies and government agencies to...

Call List Scrubber gets an upgrade.(New Products ...)(Tarver Program Consultants, Inc.)(Brief Article)
March 1, 2004... Tarver Program Consultants, Inc. has released the latest version of its "do-not-call" compliance software, Call List Scrubber. The company said it is a PC-based software utility that was designed to provide telemarketers with a faster and...

WebEx Communications launches WebEx SMARTtech service.(New Products ...)(Brief Article)
March 1, 2004... WebEx Communications, Inc. has launched WebEx SMARTtech, a new communications service that uses the capabilities of the WebEx MediaTone network to enable support and help desk professionals to securely service unattended systems through the...

RightNow establishes deliverability management team, develops anti-spam policy.(RightNow Technologies Inc.)(Brief Article)
March 1, 2004... RightNow Technologies has created a deliverability management team (DMT), a multidisciplinary group dedicated to ensuring e-mail deliverability on behalf of its customers. The DMT is comprised of experts from RightNow's legal, marketing,...

UpSource and Unveil Technologies team.(New Products ...)(Brief Article)
March 1, 2004... UpSource, Inc., a provider of outsourced contact center services, has announced plans to offer a hosted speech service to the contact center market. UpSource said the service, which is initially being implemented for a client in the telecom...

Aspect names Gary Barnett president and CEO.(Aspect Communications Corp)(Brief Article)
March 1, 2004... Aspect Communications Corp. has named Gary Barnett president and CEO. Barnett has been serving as CEO in an interim capacity since August 2003. Prior to serving in the interim CEO role, Barnett was Aspect's CTO and executive vice president of...

Concerto Software and Melita International complete merger.(Happenings ...)(Brief Article)
March 1, 2004... Concerto Software, Inc., a provider of customer interaction management (CIM) solutions, has announced completion of the merger with Melita International Ltd. The merger was approved by the stockholders of Concerto Software on February 6, 2004,...

Texas Digital Systems and Pipkins partner.(Happenings ...)(Brief Article)
March 1, 2004... Texas Digital Systems, Inc. (TDS), a provider of real-time visual alert communication solutions, recently announced a partnership agreement with Pipkins, Inc., a provider of workforce management (WFM) solutions. TDS will market and support...

Rockwell FirstPoint Contact introduces partner program.(Happenings ...)( FirstPoint Advantage Partner Program )(Brief Article)
March 1, 2004... Rockwell FirstPoint Contact Corp., a provider of call and contact center solutions, has introduced its new FirstPoint Advantage Partner Program for value-added resellers and distributors, consulting and systems integrators and managed services...

Spanlink Communications partners with ScanSoft.(Happenings .. .)(Brief Article)
March 1, 2004... IP contact center solution provider Spanlink Communications has announced a partnership with ScanSoft, Inc., a supplier of imaging, speech and language solutions. Spanlink will offer ScanSoft's standards-based speech products, including...

Former Intel and Dialogic executive takes helm at NetByTel.(John Amein)(Brief Article)
March 1, 2004... Voice self-service company NetByTel has announced that John Amein, a former Intel and Dialogic executive, has joined the company as its new president and CEO. Amein is a veteran of the speech recognition and telecommunications industries,...

Expertcity makes deal with Mobile Automation.(Happenings ...)(Brief Article)
March 1, 2004... Expertcity, Inc, has entered into an OEM and distribution partnership with Mobile Automation, Inc., a provider of mobile-systems management software and services. With Expertcity's GoToAssist, Mobile Automation will offer an enhanced support...

Sykes opens call center in El Salvador.(Sykes Enterprises Inc.)(Brief Article)
March 1, 2004... John Sykes, chairman and CEO of Sykes Enterprises, Inc., and Carlos Quintanilla Schmidt, president of PROESA, recently announced the establishment of the first American call center that will operate in EI Salvador, providing employment to...

TASKE Technology Inc. and Stevens Communications announce partnership.(Happenings ...)(Brief Article)
March 1, 2004... TASKE Technology Inc. and Stevens Communications have announced a partnership to bring advanced workforce management and call management solutions to the contact center. TASKE said its call management solutions provide contact center managers...

MOAA selects eGain's e-mail solution.(Happenings ...)(Military Officers Association of America)(Brief Article)
March 1, 2004... The Military Officers Association of America (MOAA), an independent, nonprofit organization operating exclusively to benefit members of the uniformed services activeduty, former and retired National Guard and Reserve and their families and...

Witness Systems and BenchmarkPortal make strategic alliance.(Happenings ...)(Brief Article)
March 1, 2004... Witness Systems and BenchmarkPortal, Inc. have announced an exclusive strategic alliance. Both organizations have stated the agreement was forged to offer companies a comprehensive view of customer interactions, from captured examples and...

Convergys selected by IBM as partner for Sprint contract.(Happenings ...)(Brief Article)
March 1, 2004... Convergys Corp. has signed a five-year agreement with IBM to provide a range of customer care services to IBM as part of its recently announced agreement with Sprint. As part of this agreement, Convergys will assume responsibility for about...

Accenture licenses its Claim Components software to the Hartford.(Happenings ...)(Brief Article)
March 1, 2004... Accenture has been selected to implement its Claim Components software application at The Hartford Financial Services Group, Inc. Accenture will license the full suite of the .NET version of Claim Components Release 5.2.1 to The Hartford and to...

Dendrite partners with Synectics Group Inc.(Dendrite International Inc.)(Brief Article)
March 1, 2004... Dendrite International, Inc., has entered into a strategic agreement with Synectics Group, Inc., a provider of trade promotions management (TPM) solutions and services. The two companies have integrated Dendrite's WebForceCG sales force...

Maximizer Software adds Vineyardsoft's workflow automation tools.(Happenings ...)(Brief Article)
March 1, 2004... Maximizer Software Inc. has partnered with Vineyardsoft Corp. to provide workflow automation tools in upcoming versions of its CRM and contact management software. With the addition of Vineyardsoft's software application, KnowledgeSync,...

Gryphon Networks teams with Unisys and Microsoft.(Happenings ...)(Brief Article)
March 1, 2004... Customer acquisition resource management solutions provider Gryphon Networks said it has teamed with Unisys Corp. and Microsoft to support its datacenter operations for "do-not-call" compliance solutions. Gryphon has said it demanded a...

West Corp. deploys RADCOM's voice quality management system.(Happenings ...)(Brief Article)
March 1, 2004... RADCOM Ltd. has announced that West Corp. selected Omni-Q as its voice over IP (VoIP) network quality assurance solution. Using remote probes that support both circuit and packet interfaces, Omni-Q makes calls and performs measurements on the...

Data quality: CRM's weak link.(Customer Relationship Management)
March 1, 2004... CRM projects don't always turn out the way they're supposed to, despite the best intentions of every department and individual involved. These implementations fail for many reasons: outdated business processes and models, faulty project...

Customer Inter@ction Solutions[R] magazine's: nineteenth-annual Top 50 outbound Teleservices Agencies Ranking.(Outsourcing)
March 1, 2004... This is the nineteenth year Customer Inter@ction Solutions[R] 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...

Legislation doesn't always mean loss of productivity.(Call Center/CRM Management Scope)
March 1, 2004... In the past few months, there has been a lot of emphasis on the downside of the national do-not-call registry (NDNCR) and related telemarketing regulations. Contact centers have wrung their hands over loss of productivity. Associations within...

3 percent, 2 seconds and 1 chance to do it right: using the predictive dialer in an age of government regulation.(Call Center/CRM Management Scope)
March 1, 2004... You might not know it from the national news headlines, but there's more to the federal government's most recent telemarketing regulations than a "do-not-call" registry. As the dust settles from consumers' rush to sign up for the list, it has...

Turning browsers into customers.(Cutting-Edge Technologies for the Contact Center)(Business performance management, methods)
March 1, 2004... Imagine the following scenario: a customer walks through a department store and begins shopping, adding a couple of items that catch her eye to her shopping cart. Right before she checks out, however, she adds up the cost of the goods in her...

In the face of do-not-call, creating Profit in the call center.(Compliance Technologies & Solutions)(customer relationship management)
March 1, 2004... When the do-not-call list was conceived, many thought it sounded a death knell for telemarketing organizations. For the smart ones, however, it's a chance to ratchet up response rates. For while the long list of names used to be the marketer's...

TMC[TM] Labs review.(TMC[TM] Labs)
March 1, 2004... Over the past several years we've all heard about the benefits of PC-based PBXs (PC-PBXs) also sometimes called "communications servers." But what about PC-based predictive dialers, one of the core components of any outbound call center? Until...

Understanding agent occupancy.(Managing by the Numbers)
March 1, 2004... When it comes to call center efficiency, bigger is better. A larger call center or work team will be more efficient than a smaller one. This doesn't mean that the people are any smarter, or that they have better work practices or better...

Puerto Rico: the benefits of offshore in the United States.(Re: Locations)
March 1, 2004... A call center need not move out of the country if it wants the same cost-saving benefits of going offshore. Sound impossible? The Commonwealth of Puerto Rico, which offers a host of financial benefits and very low labor costs in the U.S., can...