Customer Interaction Solutions articles from May 2006

Customer Interaction Solutions archives from May 2006

Countdown to the 25th anniversary (June 2006) issue: recognizing industry pioneers with Lifetime Achievement Awards.(Publisher's Outlook)(Telemarketing magazine)
May 1, 2006... When we launched Telemarketing[R] magazine in June of 1982, there was no such thing as telemarketing, contact centers or a CRM industry. In fact, after the second issue, there was nothing to write about. As I indicated in my April 2006...

Keeping up with the call center.(indian call centers services)
May 1, 2006... This past month, I have seen a plethora of call center articles in all different kinds of newspapers and magazines. Lately, I have noticed more and more call center coverage appearing in the general media. It is worth digesting some of this...

Nuance: using speech solutions to help our clients improve the quality of their customer experience.(The Boardroom Report)(Paul Ricci of Nuance Corporation)(Interview)
May 1, 2006... The Boardroom Report provides the CRM, customer interaction and call center industry's view from the top, featuring the sector's first in-depth, exclusive CEO-to-CEO interviews with leading executives regarding industry news, analysis, trends...

The TMC Seal of Approval.(2006 Recommended Vendor List)(Technology Marketing Corporation awards for software industry)(Brief article)
May 1, 2006... The following 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/Hardware Amae Software Aspect Software ...

Interactive Intelligence optimizes the contact center.(Customer Interaction Center)
May 1, 2006... "Real-time" is a word you hear a lot in the call center today. But unlike many terms used to describe enterprise software, this one has a sharp and to-the-point meaning. Historical data are nice to have, but they are just that: historical....

M1Global delivers on-demand Business Convergence Platform.(Customer Inter@ction NEWS)
May 1, 2006... M1 Global Solutions recently announced version 2.0 of its Business Convergence Platform, which harnesses the power of IP convergence and service-oriented architecture (SOA) in a single, hosted technology platform to deliver...

Aspect Software acquires quality management provider SophistiCom Technologies.(Customer Inter@ction NEWS)(Brief article)
May 1, 2006... Aspect Software, Inc. recently announced it has acquired substantially all of the assets of SophistiCom Technologies Inc., a privately-held provider of quality management software based in Schaumburg, IL. Financial terms of the transaction were...

NuContact Center solution: breakthrough solutions often require a whole new company.(customer service software)
May 1, 2006... The Nuasis NuContact Center[R] is a new approach to routing and responding to customer inquiries. It combines the best capabilities of self-service applications with live agent assistance to provide companies with the greatest flexibility when...

Aladdin finds his VoiceGenie.(Genesys Telecommunications Laboratories Inc.)(VoiceGenie Technologies Inc. will be acquired by Compagnie Financiere Alcatel)(Editorial)
May 1, 2006... In planning its latest acquisition internally, Genesys Telecommunications Laboratories' President and CEO Wes Hayden amusingly code-named the project "Aladdin." And with the recent announcement that the Alcatel company will acquire VoiceGenie,...

UCN inContact provides on-demand contact handling.(Customer Inter@ction NEWS)(Brief article)
May 1, 2006... UCN, Inc., a provider of on-demand contact handling software and business telecommunication services delivered over the UCN national VoIP network, has announced the addition of several new features to its inContact contact management suite. The...

LivePerson launches click-to-talk solution for the SMB market.(introduced LiveCall)(small and mid-sized business)(Brief article)
May 1, 2006... LivePerson, Inc., a provider of online conversion solutions, has announced the availability of LiveCall, a click-to-talk application designed to bridge the gap between the online and phone channels for the small and mid-sized business (SMB)...

Servigistics announces Workforce Management solution.(Servigistics Workforce Management)(Brief article)
May 1, 2006... Servigistics, a service parts management and pricing solution provider, has announced the availability of the Servigistics Workforce Management solution. Developed to forecast, plan and monitor field service technicians, the solution works in...

Jacada releases unified desktop solution.(Customer Inter@ction NEWS)
May 1, 2006... Jacada Ltd., a provider of contact center productivity solutions, recently announced the availability of version 3.0 of its unified desktop solution, Jacada WorkSpace, and outlined the company's vision and strategy to meet the demands of the...

Kintera launches social CRM system.(Kintera Sphere 8.0, a customer relationship management software)
May 1, 2006... Kintera Inc. recently announced the launch of Kintera Sphere v8.0, its new social CRM system. The system enables organizations to drive all interactions based on comprehensive knowledge of constituents and provides a single, interactive system...

Unica Corporation announces Affinium Detect and Affinium Leads.(Customer Inter@ction NEWS)
May 1, 2006... Unica Corporation, a provider of enterprise marketing management (EMM) solutions, has announced the availability of Affinium Detect for event-based marketing, and enhancements to its Affinium Leads product, including Affinium Leads Referral and...

etalk debuts Qfiniti Enterprise in Spanish and Portuguese.(Customer Inter@ction NEWS)
May 1, 2006... Answering the needs of contact center growth in Latin America, quality management and speech analytics provider etalk has introduced its Qfiniti Enterprise suite of call center applications in Portuguese and Spanish. By offering its marquee...

IEX renews contract with TecnoSis to distribute TotalView in Mexico.(Customer Inter@ction NEWS)(Brief article)
May 1, 2006... IEX Corporation has announced the renewal of its distribution agreement with Mexico reseller TecnoSis, and the availability of the Spanish language version of the IEX TotalView Workforce Management system. Now contact centers can purchase a...

Pegasystems and Kanbay deliver business process management solution for financial services.(partnership)(Brief article)
May 1, 2006... Pegasystems Inc., a provider of unified process and rules technology, and Kanbay Incorporated, a subsidiary of Kanbay International, Inc., a global IT services firm, have announced an alliance to develop and deliver business process management...

VoiceLog launches VirtualLogger division.(Customer Inter@ction NEWS)(Brief article)
May 1, 2006... VoiceLog LLC, a provider of third-party verification, has announced the formal launch of its VirtualLogger division. VirtualLogger is a call recording and quality monitoring solutions provider that employs the hosted/application services...

InfoTronics, Inc. introduces Web-hosted Attendance on Demand.(Customer Inter@ction NEWS)(Brief article)
May 1, 2006... InfoTronics, Inc., a developer of Web-enabled time and attendance software systems, has introduced Attendance on Demand, an on-demand, Web-hosted time and attendance service for secure, cost-effective labor management. Attendance on Demand is a...

Nortel provides choice for end-to-end convergence solutions for the enterprise market.(Customer Inter@ction NEWS)
May 1, 2006... Nortel has strengthened its end-to-end converged networks portfolio with the general availability of the Nortel Secure Router portfolio, extending the power of convergence from main office locations to branch offices. The new products were...

Amae Software announces the CEM Analytics Module.(Customer Inter@ction NEWS)(Customer Experience Management)(Amae CI Suite)(Brief article)
May 1, 2006... Amae Software recently announced a new module within the Amae CI Suite, the company's flagship post-call IVR, Web and e-mail survey system. The Customer Experience Management (CEM) Analytics Module was created to deliver actionable,...

Oracle releases Siebel-based CRM On Demand.(Customer Inter@ction NEWS)
May 1, 2006... Oracle has announced the latest release (version 10) of its Oracle CRM On Demand, which is based on Siebel's hosted CRM application. It was designed, according to the company, to deliver a comprehensive CRM solution that is rapidly deployable...

Premiere Global solutions upgrades Collections Accelerator.(Customer Inter@ction NEWS)
May 1, 2006... Premiere Global Services, Inc., a global outsource provider of business process solutions, recently announced an upgrade to its Collections Accelerator solution that provides a convenient, automated method of payment capture for Automated...

Humantech announces lean ergonomics seminars.(Customer Inter@ction NEWS)
May 1, 2006... Humantech, Inc. has announced the addition of a two-day seminar to its current seminar schedule, Applied Lean Ergonomics. Lean champions, lean team members, manufacturing engineers and managers, and subject matter experts for ergonomics and...

Lifetime Achievement Awards: for the call center industry.(by Customer Inter@ction Solutions magazine)
May 1, 2006... Customer Inter@ction Solutions magazine, in the spirit of celebrating our 25th Anniversary, has been proud to designate a special group of individuals and companies as recipients of our "Lifetime Achievement Award." Most of these individuals...

Customer Inter@ction Solutions' seventh annual CRM Excellence Awards, Part I.(customer relationship management software)
May 1, 2006... For the seventh consecutive year, the editors of Customer Inter@ction Solutions dared readers to prove that their companies have what it takes to win the coveted CRM Excellence Award. Below is Part One of the winners list--the companies that...

Searching for the V in CRM? Consider VCM.(value chain management)(customer relationship management)
May 1, 2006... Customer relationship management (CRM) is grabbing the attention of business leaders who wish to instill customer-centric business models. Their concern, however, is how to determine what the value of CRM is both for their organizational...

Overcoming the hurdles of VoIP call recording.(IP CONTACT CENTERS)
May 1, 2006... Across the globe, voice over IP (VoIP) is now recognized as the next generation of telephony technology. Recent surveys have asserted that organizations of every size and nature are either investigating or implementing VoIP technology. The...

Quality monitoring and today's technology.(in the call centers)
May 1, 2006... Quality monitoring has come a long way in the last few years. When it first came to the forefront, effectively recording calls and basic scoring of agents was proclaimed a godsend. Today, contact centers are achieving much more. Contact...

Taking steps to ensure CRM data security.(customer relationship management)
May 1, 2006... The data contained within a CRM application is often a company's most critical asset, yet because of the pivotal role this information plays in day-to-day business activities, it is also often the most vulnerable to security breaches and...

Nuance introduces Nuance Mobile.(SPEECH-WORLD[TM])
May 1, 2006... Nuance Corp. recently announced a new solution in its Nuance Mobile, an approach to mobile communications designed to unlock the power of the phone to fundamentally change the way consumers operate in the mobile environment. Nuance Mobile was...

Ralph Waldo Emerson.(SPEECH-WORLD[TM])
May 1, 2006... "I like to be beholden to the great metropolitan English speech, the sea which receives tributaries from every region under heaven." --Ralph Waldo Emerson (1803-1882), American essayist, poet, philosopher

Microsoft debuts first set of features from Microsoft Speech Server 2007.(SPEECH-WORLD[TM])
May 1, 2006... Microsoft Corp. has disclosed the road map and first set of features of its upcoming release of Microsoft Speech Server 2007. Beginning in May, beta testers will have the opportunity to preview and provide feedback on Speech Server 2007, which...

Coarticulation.(Definition Du Jour)
May 1, 2006... Coarticulation is the assimilation of the place of articulation of one speech sound to that of an adjacent speech sound. Certain phonemes (spoken sounds) are pronounced differently depending on the adjoining letters/sounds in words.

Requesting asylum from bad telecom customer service.(AT&T Corp.)(Editorial)
May 1, 2006... I'm a Vonage customer, starting today. That's not shocking, you might think. But it's the long, strange trip to Vonage that contains the story. Let's call this "A Lesson About Bad Customer Service," and it starts with SBC. I moved into a...