Customer Interaction Solutions articles from May 2003

Customer Interaction Solutions archives from May 2003

FTC says: what's next? (Publisher's Outlook).
May 1, 2003... Is This What They Want? I am sure if the bureaucrats of the FTC had any idea that the implementation of the revised Telemarketing Sales Rule (TSR) regulation would lead to the above graphically illustrated TOTAL ECONOMIC DISASTER, they...

Letters to the editor.(Letter to the Editor)
May 1, 2003... Dear Nadji: Recently, I read with great concern the letter you wrote to Mr. Muris ["An Open Letter To The Chairman Of The FTC, Timothy J. Muris," Publisher's Outlook, March 2003]. Surely, since I am preparing to enter the contact center...

What more could "the industry" have done? (High Priority!).
May 1, 2003... We have been deluged with responses regarding our position on the Federal Trade Commissions changes to the Teleservices Sales Rule, specifically the creation of a Federal donor-call list, Responses have been all over the board, and...

The CEO Spotlight.
May 1, 2003... In this month's CEO Spotlight we provide the industry insight of Dominic Dato, CEO of Teleperformance USA (www.teleperformanceusa.com), which in just 10 years has grown to be one of the largest contact center outsourcing providers in the United...

Executive Roundtable.
May 1, 2003... In this month's Executive Roundtable, Bill Meade, president and CEO, StarTek, Inc., and Renee Kuwahara, Senior Vice President, Operations, Customer Management Group at Convergys Corporation, address challenges facing providers of inbound...

Technology highlights.
May 1, 2003... Following is an interview between Rich Tehrani, President and Group Editor-in-Chief of TMC, and Eli Borodow, CEO of Telephony@Work (www.relephonyatwork.com). Telephony@Work is a platinum sponsor of TMC's upcoming Global Call Center Oursourcing...

Nuance releases Call Steering 1.0. (New Products).
May 1, 2003... Nuance recently announced Nuance Call Steering 1.0, a packaged speech application designed to address a multimillion dollar problem that all enterprises and telecommunications carriers face -- accurately and cost-effectively routing customer...

XyEnterprise Releases XML publishing software. (New Products).(Brief Article)
May 1, 2003... XyEnrerprise, developer of XML content management and enterprise publishing software, has announced the release of XML Professional Publisher Version 7.2. The latest release of XyEnterprise's publishing software contains new features designed...

Salesnet launches Salesnet Offline. (New Products).(Brief Article)
May 1, 2003... Salesnet, a provider of Web-based sales force automation (SFA), recently announced the release of Salesnet Offline. The new offering is a customizable offline solution that leverages the Microsoft .NET Framework and a scalable, secure...

SkillCheck offers Call Center Scenarios tests. (New Products).
May 1, 2003... SkillCheck, Inc., provider of Internet and computer-based testing for call center, Subscribe FREE online at www.cismag.com office, industrial and professional skills, has announced the release of its new performance-based Call Center...

MarketSoft adds French language to Cross Sell Hub. (New Products).(Brief Article)
May 1, 2003... MarkerSoft has announced it has shipped its Cross Sell Hub in both standard French and Canadian French in response to customer demand for its end-to-end cross-selling solution for linking people and marketing processes across the extended...

Marimba to offer change management for mobile devices. (New Products).
May 1, 2003... Marimba, Inc., a software change-management company, recently announced its next-generation device management offerings, which were introduced to provide enhanced software change management capabilities for mobile and handheld devices, By...

Convergys announces Atlys Release 10. (New Products).
May 1, 2003... Convergys Corporation, a provider of integrated billing, employee care and customer care services, has announced Release 10 of its Atlys billing and customer care product. Atlys Release 10 was designed to enable complex enterprise market...

Avaya rolls out new services and solutions. (New Products).(Brief Article)
May 1, 2003... Avaya Inc. recently announced its new Avaya Enterprise Connect Solutions, a set of solutions and services designed to allow businesses to extend headquarters-type communications features and functionality to the growing base of workers in...

Siemens announces OpenScape. (Product News).(Brief Article)
May 1, 2003... The Enterprise Networks division of Siemens Information and Communication Networks Inc., a subsidiary of Siemens AG, has announced its OpenScape software suite version 1.0 for real-time communications and collaboration. The OpenScape solution...

Artisoft and AudioCodes integrate solutions. (Strategic Alliances).(Brief Article)
May 1, 2003... Artisoft, Inc., developer of software-based phone systems, and AudioCodes Ltd., a provider of voice over packet (VoP) technologies and systems, have announced a joint voice-over-IP (VoIP) solution designed to provide an economical way to manage...

GWI integrates with Microsoft CRM. (Strategic Alliance).(Brief Article)
May 1, 2003... GWI Software, a provider of help desk solutions, recently announced the immediate availability of the integration between c.Support for Microsoft Windows Server and Microsoft Business Solutions CRM, a customer relationship management solution...

Soffront releases version 8. (New Products).
May 1, 2003... Soffront Software, Inc. recently announced the release of version 8.0 of its Soffront CRM solution. Soffront CRM version 8.0 was configured to help reduce total cost of ownership (TCO) and help maximize revenue generation through enhanced...

Indigo Software and Aquanta Networks announce partnership. (Strategic Alliance).(Brief Article)
May 1, 2003... Indigo Software, which offers SIP (Session Initiation Protocol) -based instant communication solutions, and Aquanta Networks, a provider of dataflow management for communication services, have announced their mutual commitment to a new...

HandySoft integrates with Corticon. (Strategic Alliance).(Brief Article)
May 1, 2003... HandySoft Corporation has announced an alliance with Corticon Technologies, a provider of business rules software. The alliance joins business process management (BPM) and decision management solutions to help create a single enterprise...

EnvoyWorldWide launches EnvoyXpress 9.0. (New Products).(Brief Article)
May 1, 2003... Envoy World Wide, Inc., provider of real-time interaction management services, has announced the availability of EnvoyXpress 9.0, an interactive platform for delivering two-way transactions to a variety of wired and wireless devices....

Quantum Performance Solutions becomes PeriscopeIQ. (New Products).(Brief Article)
May 1, 2003... Quantum Performance Solutions (QPS), a provider of online survey and performance management solutions (PMS), announced that it is renaming the company PeriscopeIQ to reflect its mission to provide clients with a periscopic view of customer...

iVoice enhances Speech-Enabled Auto-Attendant. (New Products).(Brief Article)
May 1, 2003... iVoice, Inc., a provider of speech recognition technology, has announced a new hands-free feature to its Speech Enabled Auto-Attendant that allows an outbound caller to speak the number he or she wishes to dial, Once logged into The Speech...

Phonetic Systems diversifies with new language offerings. (New Products).(Brief Article)
May 1, 2003... Phonetic Systems, a provider of large and dynamic speech recognition solutions, has announced the availability of Dutch, UK English, Finnish, French, German, Hebrew and Spanish (European) languages for its version 5,0 Voice Search Engine. The...

Mitel announces release 4.0. (New Products).(Brief Article)
May 1, 2003... Mitel Networks has announced the further enhancement of its Mitel Networks 6110 Contact Center Management (CCM) Solution with the general availability of release 4.0, The 6110 CCM was designed to enhance contact center managers abilities to...

Selligent concludes partnership with WM-data in scandinavia. (Strategic Alliances).(Brief Article)
May 1, 2003... Selligent, a provider of CRM solutions, has announced the conclusion of a partnership with WM-data, a Scandinavian IT services company with offices in all Scandinavian countries. WM-data creates a range of value-added CRM business and...

CITEL and BroadSoft partner. (Strategic Alliances).
May 1, 2003... CITEL Technologies, a provider of IP telephony and communications solutions, has announced it has partnered with BroadSoft to deliver a better migration choice for Nortel PBX customers who require the advanced capabilities of a next-generation...

TeleDirect pledges Liberation revenue to assist ATA. (Happenings).(Brief Article)
May 1, 2003... TeleDirect International, a provider of customer campaign management (CCM) and predictive dialing software, has announced its support of the American Teleservices Association's (ATA) efforts to challenge recent FTC rulings by pledging five...

SER Solutions acquires VorTecs Incorporated. (Happenings).(Brief Article)
May 1, 2003... SER Solutions, Inc. (formerly EIS International, Inc.), a provider of contact center solutions, announced an agreement to acquire VorTecs Incorporated, a provider of computer-telephony integration (CTI) and automated call validation and...

CallCenterJobs.com featured in WEDDLE's Guides. (Happenings).(Brief Article)
May 1, 2003... CallCenterJobs.com recently announced that is has been selected to be featured in WEDDLE's 2003 Recruiter's Guide to Employment Web Sites and 2003 Job Seeker's Guide to Employment Web Sites. Earlier this year, CallCenterJobs.com was awarded a...

Wicom joins Siebel Alliance. (Happenings).
May 1, 2003... Wicom Communications, a European provider of IP contact center and enterprise communications software solutions, has announced it has joined the Siebel Systems Alliance Program as a Base Software Partner and has successfully validated its...

Customer Inter@ction Solutions[TM] magazine's: eighteenth-annual Top 50 inbound teleservices agencies ranking. (Outsourcing).
May 1, 2003... This is the eighteenth year Customer Inter@ction Solutions[R] magazine brings you its Top 50" Teleservices Agency Ranking. In this issue, were presenting the "Top 50" inbound portion of the ranking. (The outbound portion of the ranking was...

Translate Dot Net. (TMC Labs).
May 1, 2003... LogoMedia Corporation 385 Concord Avenue Belmont, MA 02478 Phone: 617-489-4000; Fax: 617-489-3850 Web site: www.logomedia.net Price: between $5 and $20 per month, depending on language subscriptions. Whether it's...

CRM for the small to medium enterprise--king-sized CRM on a Bite-Sized budget. (Customer Relationship Management).
May 1, 2003... All enterprises are not created equal. The wild habitat that is today's business matket-place includes enterprise animals of all dimensions -- from the 800-pound gorilla to the agile yet moderate jaguar to the diminutive yet highly adaptable...

Leveling the playing field: advanced customer service solutions for small and medium businesses. (Customer Relationship Management).
May 1, 2003... Personal and attentive customer service has long been a proven way for small and medium-sized businesses (SMBs) to differentiate themselves from their larger competitors. The reward for knowing a customer's name, as well as his or her buying...

Using skills-based routing to enhance contact center revenue and performance. (Call Center/CRM Management Scope).
May 1, 2003... In a contact center, skills-based routing (SBR) can be defined as the ability to route a call to the agent most able to respond to it. SBR takes into account customer requirements that can range from language preferences to product-specific...

Turning your call center into a contact center: the latest Web-enabling techniques. (E-CRM).
May 1, 2003... While the Internet "bubble" has long since burst, Web-enabled applications are still very much alive and kicking among contact centers whose livelihood depends on giving customers flexible and convenient contact options. Technologies such as...

Buffalo, New York call centers. (RE: Locations).
May 1, 2003... Not only is Buffalo, New York noted as the birthplace of one of the major food groups, the Buffalo Wing, it also has distinguished itself as a premier location for call centers and customer support office operations. I had the distinct pleasure...

The Purdue page.
May 1, 2003... Research Highlights from Purdue University. Dr. Jon Dr. Jon Anton (also known as "Dr. Jon") is the Director of Benchmark Research at Purdue University Center for Customer-Driven Quality. Have a Question? E-mail him at...