Customer Interaction Solutions articles from May 2007

Customer Interaction Solutions archives from May 2007

The industry is alive and well: 42,000 new jobs created by contact/CRM centers in Q1 2007.(Publisher's Outlook)
May 1, 2007... As I stated in my January 2007 editorial of this publication, contact/CRM centers and customer interaction centers continue to grow at a very rapid pace in 2007. When you think about it, this type of growth for an industry which is officially...

Dynamic CRM from Microsoft.(High Priority)
May 1, 2007... In my quest to keep abreast of the latest developments in the CRM marketplace, I like to take the time to touch base with the most prominent and innovative CRM solutions providers several times each year to find out where they've been, where...

VPI, SER optimize call recording through speech.(Customer Inter@ction NEWS)(Voice Print International Inc. and SER Solutions Inc. partnership)(Brief article)
May 1, 2007... A strategic partnership has been forged between Voice Print International Inc., a provider of integrated interactions recording and proactive workforce optimization applications, and SER, a call management and speech analytics solutions...

Avaya launches Customer Interaction Express.(Customer Inter@ction NEWS)
May 1, 2007... Avaya Inc. recently announced the launch for its customers in the Middle East and North Africa region of Customer Interaction Express, a new, full-featured contact center software suite built expressly for midmarket enterprises. Avaya Customer...

Five9 intros on-demand call center packages for small businesses.(Customer Inter@ction NEWS)
May 1, 2007... On-demand call center solutions provider Five9 has introduced two call center packages designed for small businesses. The Five9 Call Center Suite Small Business Edition, which includes the Small Business Edition and Five9 Inbound Call Center,...

Intervoice launches next-generation voice portals.(Customer Inter@ction NEWS)
May 1, 2007... Intervoice recently unveiled its new next-generation voice portal products designed to enable complex, simultaneous voice and data interactions, enriching and refining a caller's experience regardless of the device they are using to access the...

NICE offers solution for IP video security.(Customer Inter@ction NEWS)
May 1, 2007... NICE Systems recently announced the release of NiceVision Net, a solution for IP video security. NICE also announced NiceVision ControlCenter, an enhancement to its video management applications suite, including new capabilities for advanced...

TeleDirect merges with Wygant.(Customer Inter@ction NEWS)(TeleDirect International Inc.)(Brief article)
May 1, 2007... TeleDirect International, a provider of customer interaction management solutions, recently announced its merger with Wygant, a provider of evaluation, training, recording and analytic tools designed to optimize call center performance. The...

Jacada hires VP of product management.(Customer Inter@ction NEWS)
May 1, 2007... Jacada Ltd., a provider of unified desktop and process optimization solutions for customer service operations, has announced the appointment of Steve Herlocher as vice president of product management. Herlocher brings to Jacada more than 16...

Spectrum releases real-time visual data management software.(Customer Inter@ction NEWS)
May 1, 2007... Spectrum Corporation, a provider of analytics and reporting solutions, recently announced the release of neXorce software, the company's newest real-time data collection and visual display solution that delivers the data needed to monitor...

Clarabridge CMP platform eases text mining in call centers.(Customer Inter@ction NEWS)
May 1, 2007... Clarabridge, a text-mining software company, has announced the availability of Release 2.2 of its Content Mining Platform (CMP). Built specifically to enable commercial text mining, the new version integrates entity extraction, fact extraction,...

AltiGen hires new president and COO.(Customer Inter@ction NEWS)
May 1, 2007... AltiGen Communications, Inc., a provider of voice over IP business phone systems and call center solutions, has announced that it has appointed Jeremiah Fleming as president and chief operating officer. Fleming's primary initiatives will be to...

Altitude offering new contact center solution.(Customer Inter@ction NEWS)
May 1, 2007... Altitude Software has unveiled the Altitude uCI 7.5 software suite that includes Altitude IP Contact Center functionality. A native IP solution, the Altitude IP Contact Center streamlines IT investments and optimizes human resources to provide...

CallCenterComics.com.(Cartoon)
May 1, 2007... www.CallCenterComics.com [ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED]

CRM SaaS: paying more for uptime.(CRM)
May 1, 2007... According to a recent customer survey conducted by managed Web hosting provider Rackspace Managed Hosting, nearly 36 percent of responding SaaS (software as a service) customers do not know the uptime guarantees provided in the SaaS vendor...

Customer Interaction Solutions' eighth annual CRM Excellence Awards, Part One.(customer relationship management )
May 1, 2007... For the eighth consecutive year, the editors of Customer Interaction 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...

Serving the U.S. Hispanic marketplace.(OUTSOURCING TELESERVICES)
May 1, 2007... As Hispanic-American consumers become more affluent, they represent a rapidly expanding sector of the business-to-consumer market. American businesses are starting to realize that if they want to reap sales from this increasingly valuable...

Calculating the return on investment of workforce management.(WORKFORCE OPTIMIZATION)
May 1, 2007... Vendors know how important proof of return on investment is to the success of a workforce management project--and, ultimately, to the success of the proposal they put on the table and the company's willingness to make a commitment. This is to...

Achieving differentiation through customer centricity.(WORKFORCE OPTIMIZATION)
May 1, 2007... Today's customer service network and value chain are widespread, not to mention often siloed and complex. While most customers still opt to do business by phone with a live agent, others prefer the flexibility of e-mail and the...

The top 10 advantages of software as a service for the call center.(CONTACT CENTER TECHNOLOGY)
May 1, 2007... Adoption of the software as a service (SaaS) model is rapidly increasing across the enterprise, but particularly in the call center as companies are discovering the advantages today's hosted solutions offer over premise-based systems....

Five things to know about IP call recording for the contact center.(IP CONTACT CENTER)(internet protocol)
May 1, 2007... While watching some escapist sci-fi television recently, I wandered onto a show with a plot that featured werewolves. The main characters knew the victims of a recent spate of killings were werewolves because the postmortems showed the...

Speech analytics: the fastest-growing application in contact center history.(SPEECH TECH)
May 1, 2007... Speech analytics have become an important tool in the contact center in a short amount of time. When properly implemented and monitored, such solutions can drive better customer satisfaction and productivity in the center, thus facilitating an...

Data and I.D. theft: killing e-commerce dead.(Last Call)
May 1, 2007... Eastern supermarket grocery chain Stop & Shop has been dealing with a big headache as of late--the theft of an undetermined amount of credit and debit card numbers. The "entrepreneurs" removed the legitimate point-of-sale keypads and installed...

Ask the expert.(A Special Editorial Series Sponsored By Interactive Intelligence)(contact centers management)(Column)
May 1, 2007... With Time Passios, Director of Product Management, Interactive Intelligence [ILLUSTRATION OMITTED] Q: Our contact center seems to operate well, yet we're still looking to make changes that will set us apart and provide a competitive...