Customer Interaction Solutions articles from November 2003

Customer Interaction Solutions archives from November 2003

Hiring and Keeping Winners so crucial, yet so challenging! on effective hiring, workforce management and optimization ...(Publisher's Outlook)
November 1, 2003... In this issue, where our editors focus extensively on workforce management and workforce optimization, it is particularly fitting to write about hiring "the right people." Without "the right people," workforce management or any management is...

Hosted versus licensed, or a little of both?(High Priority!)
November 1, 2003... Hosted CRM providers made a big splash during the dotcom era and started to spring up like weeds until the market downturn decimated the entire space. One player, salesforce.com, did better than most on the market's way up and the way back...

Hilary, you will be missed.(High Priority!)
November 1, 2003... If you knew Hilary Inman at all, you know that she was unique. She was cheerful, positive, intelligent, professional, dedicated, honest, ethical and a wonderful friend to the TMC team and those outside of TMC who worked with her. Hilary was the...

Saratoga Systems: worth a second look.(High Priority!)
November 1, 2003... With all the press that companies like Siebel and salesforce.com receive (like cover stories in magazines such as this one), you would think there aren't any other players in the CRM space. Nothing could be farther from the truth. There are...

November marks the third part of our special Compliance Technologies & Solutions[TM] advertorial section.
November 1, 2003... November marks the third part of our special Compliance Technologies & Solutions[TM] advertorial section. This month, the most influential players in compliance technologies demonstrate how they've helped their customers remain fully compliant...

Concerto Software[TM] helps companies comply with telemarketing regulations: how? We sat down with Jim Mitchell to ask the tough questions.
November 1, 2003... Q: In the big picture, how do Concerto Software solutions help customers deal with the new and emerging regulations? [ILLUSTRATION OMITTED] JM: We have many features within our solutions to help customers comply. Answer Machine...

Meet the FTC legislative challenge - without sacrificing productivity ...... combine performance & compliance with Noble Systems.
November 1, 2003... Noble systems doesn't just develop contact center technology - we are actively involved in teleservices every single day. As a call center owner and operator for over 20 years, we understand the issues of your daily operations. Today,...

FCC and FTC compliance with confidence.
November 1, 2003... COST EFFECTIVE COMPLIANCE Over the past 14 years, SER has demonstrated a track record of successfully delivering industry-leading call management solutions. SER's Call Processing System[TM] (CPS) is the most proven and cost-effective call...

TeleDirect allows you to leverage the Existing Business Relationship exemption of the telemarketing regulations to increase revenues, without consumer annoyance.
November 1, 2003... The FTC and FCC have done a great job of promoting the new National Do Not Call Registry--to the tune of 50 million consumers in 3 months. Unfortunately, they have not done a good job of explaining the Existing Business Relationship (EBR)...

Supply chains connected to demand chains? An obvious idea just became easier.
November 1, 2003... I'LL BUY A GENERIC CRM SOLUTION AS SOON AS I START WORKING FOR A GENERIC COMPANY. You have processes in place, an organization that knows everything inside out, and your own dialect of shoptalk. So what can a cookie-cutter CRM solution do...

The CEO Spotlight.
November 1, 2003... CIS: What is your company's specialty and mission statement? Cardella: Our company's specialty is really three-fold, since we are comprised of three unique yet complementary brands. Precision Response Corporation is focused on...

Finding a place to call home.(The Outsourcing Market)
November 1, 2003... Wooing a teleservices agency to establish a location in a community is almost always very good news for that community. Teleservices agencies offer great tax revenue for the community, provide scores of jobs for its residents, including many...

Edify rolls out version 8.5.(New Products ...)
November 1, 2003... Edify Corporation, an S1 company and a provider of voice and speech solutions, recently announced it has rolled out the voice- and speech-enhanced version of its multichannel platform, Edify 8.5. Developed to meet the evolving requirements of...

TantaComm introduces Compliance Engine.(New Products ...)
November 1, 2003... TantaComm recently announced a product designed to provide affected outbound contact centers with the ability to comply with government regulations anticipated to go into effect January 29, 2004. TantaComm's Compliance Engine, TCE, resolves...

Plantronics announces digital voice platform.(New Products ...)
November 1, 2003... Plantronics recently announced the launch of the DA60, its digital voice platform for voice over Internet Protocol (VoIP) softphones. The Plantronics DA60 combines a digital USB-to-headset adapter with the PerSono Pro 2.0 software application,...

Artisoft announces two new products.(New Products ...)
November 1, 2003... Artisoft, Inc., developer of software-based phone systems, has announced the availability of two new products that expand the capabilities of its Tele Vantage system. Tele Vantage Conference Manager allows businesses to set up conference calls...

eAssist Global Solutions launches NetAgent 6.1.(New Products ...)
November 1, 2003... eAssist Global Solutions, Inc. has announced the availability of eAssist NetAgent 6.1, a suite of integrated applications designed to help organizations reduce the cost of customer interactions while providing prompt, reliable service and...

On Tuesday, September 16, 2003, Nadji Tehrani was inducted into the American Teleservices Association's (ATA) Hall of Fame at the ATA's 20th Annual Convention at the JW Marriott Desert Ridge Resort & Spa in Phoenix, Arizona.
November 1, 2003... Caption: On Tuesday, September 16, 2003, Nadji Tehrani was inducted into the American Teleservices Association's (ATA) Hall of Fame at the ATA's 20th Annual Convention at the JW Marriott Desert Ridge Resort & Spa in Phoenix, Arizona. Last...

enGenic creates call monitoring and recording solution.(New Products ...)
November 1, 2003... enGenic Corporation has announced the release of its TeleFlow CallCapture application, which when combined with Ai-Logix Smart WORKS cards, creates a call monitoring and recording solution. TeleFlow CallCapture provides the means to record,...

Unicru announces Total Workforce Acquisition solution.(New Products ...)
November 1, 2003... Unicru Inc. recently announced its first workforce recruiting, selection and hiring solution to provide an ongoing link between staffing strategies, business objectives and financial goals. The company states that the product, the Unicru Total...

Data Collection Resources releases C.E.M.S. 4.0 quality monitoring suite.(New Products ...)
November 1, 2003... Data Collection Resources has announced the fourth major version of its quality monitoring and recording software with the release of C.E.M.S. 4.0., an enhanced application suite providing scheduled monitoring and recording, agent evaluation...

Echopass, Genesys and salesforce.com deliver integrated contact center solution.(New Products ...)
November 1, 2003... Echopass Corp., a provider of hosted contact interaction solutions; salesforce.com, which delivers software-as-service; and Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, have announced the availability of Echopass...

Whisper Wire offers Power Seller.(New Products ...)
November 1, 2003... Whisper Wire, a provider of industry-specific sales effectiveness software, recently announced the availability of PowerSeller version 5.0. Building on its successful pilot and enterprise deployments with communication companies, the latest...

Tell-Eureka offering LevelOne Virtual CSR Version 2.0.(New Products ...)
November 1, 2003... Tell-Eureka Corp. recently announced it has introduced LevelOne Virtual CSR Version 2.0 with enhancements to its voice self-service platform for automating first-level customer support. The latest version is now based on the XML Processing...

Intel announces new Xeon processor.(New Products ...)
November 1, 2003... Intel Corporation recently announced an enhanced Intel Xeon processor for dual processor (DP) servers and workstations, featuring the top performance and fastest clock speed in the Intel Xeon processor family DP line, as well as drop-in...

Nomino Technologies launches Version 3.0 of Nomino Search.(New Products ...)
November 1, 2003... Nomino Technologies, a Canadian provider of Web-based self-care customer service applications and a specialist in search engine development and integration, has launched Version 3.0 of its proprietary application, Nomino Search. The company is...

Talisma announces Version 5.1.(New Products ...)
November 1, 2003... Talisma recently announced the general availability of Talisma 5.1, which was designed to enable organizations to increase customer responsiveness through multichannel interaction management solutions, while reducing service, marketing and...

TuVox announces TuVox release 3.0 CVR.(New Products ...)
November 1, 2003... TuVox, a provider of Conversational Voice Response (CVR) applications for call centers, has announced a new product release: TuVox CVR 3.0. The company states that with release 3.0, it plans to continue to redefine how speech applications are...

Rock well FirstPoint Contact expands FirstPoint Business Edition.(New Products ...)
November 1, 2003... Rockwell FirstPoint Contact Corporation has announced its solution for the small and mid-sized call center now includes FirstPoint Business Edition Multi-Site Monitoring and Enterprise Enhancements. The Multi-Site Monitoring enhancement for the...

OneSource announces Catalyst product family.(New Products ...)
November 1, 2003... OneSource Information Services, Inc., a provider of business information solutions, has announced the OneSource Catalyst product family of business intelligence modules designed to maximize the productivity of customer-centric functions and...

CosmoCom certifies IP Integration with most PBXS.(Happenings ...)
November 1, 2003... CosmoCom, a provider of IP-based contact center solutions, has announced it has tested and certified its IP Integration (IPI) capability with several PBXs, including Avaya Definity, Nortel Meridian, Alcatel OmniPCX 4400, Cisco Call Manager and...

TeleSpectrum names new CEO.(Happenings ...)
November 1, 2003... TeleSpectrum, a provider of multichannel customer contact management solutions, has announced that Michael Shrader has joined the company as president and chief executive officer. In this capacity, Shrader assumes responsibility for...

Envox and Metaphor Solutions partner.(Happenings ...)
November 1, 2003... Envox Worldwide, a provider of voice-enhanced communications solutions, and Metaphor solutions, a player in the packaged speech IVR applications market, have announced a partnership designed to advance open, standards-based communications...

Vocent and TARGUSinfo to partner.(Happenings ...)
November 1, 2003... Vocent Solutions, Inc., a provider of caller authentication solutions, and TARGUSinfo, which offers real-time intelligence, have announced a strategic initiative to leverage TARGUSinfo's Real Time Intelligence within Vocent's Confirmed Caller...

NetLedger changes name to NetSulte, Inc.(Happenings ...)
November 1, 2003... The company formerly known as NetLedger, Inc. has announced it will change its corporate name to NetSuite, Inc. The new name is derived from the company's NetSuite integrated ERP/CRM/e-commerce business application for mid-sized companies....

Michelle Deblinger to lead Audiocom.(Happenings ...)
November 1, 2003... Michelle S. Portell Deblinger has been elected president and chief executive officer of Audiocom, Inc., a message on hold company with headquarters in Miami Lakes. Audiocom's message on hold service, called "Promotions on Hold," is a turnkey...

AuriQ introduces RTmetrics.(New Products ...)
November 1, 2003... AuriQ Systems, Inc., a provider of real-time e-business analytics, has introduced its new approach to optimizing online campaigns with its RTmetrics product. RTmetrics is a solution for measuring Web activities in real-time using a rules-based...

Willow announces QuickResponse.(New Products ...)
November 1, 2003... Willow CSN has announced its QuickResponse program to provide just-in-time virtual service and sales support for companies needing immediate assistance during a natural disaster or other unanticipated crisis. Willow developed QuickResponse to...

Witness Systems offers eQuality Producer.(New Products ...)
November 1, 2003... Witness Systems, a provider of performance optimization software and services, recently announced the availability of eQuality Producer, its customized contact center e-learning solution designed to leverage real-life scenarios agents encounter...

EasyAsk introduces Commerce Advisor.(New Products ...)
November 1, 2003... EasyAsk, a provider of information access software, recently announced EasyAsk Commerce Advisor, a component of its new EasyAsk Enterprise 9 platform designed specifically for the needs of business-to-business and business-to-consumer commerce...

Positive Software Systems launches ContactQ.(New Products ...)
November 1, 2003... Positive Software Systems, Inc., a Dallas-based provider of software solutions that optimize sales and collection activities for telemarketing companies, service agencies and enterprise contact centers, has announced the commercial availability...

Deerfield.com releases VisNetic MailFlow Version 2.0.(New Products ...)
November 1, 2003... Deerfield.com, a provider of Internet software and services for growing businesses, has announced the debut of VisNetic MailFlow Version 2.0, featuring a range of improvements designed to help small to medium-sized enterprises better manage...

Telrex releases Accelerator advanced ACD.(New Products ...)
November 1, 2003... Telrex, a developer of workplace recording and monitoring software, has announced the release of Accelerator, an advanced call center and automatic call distributor software product for small and mid-sized businesses using IP-based telephone...

Salesnet releases Express edition.(New Products ...)
November 1, 2003... Salesnet, a provider of online CRM software specializing in sales process solutions, has announced the release of its Salesnet Express edition, its new solution designed to deliver sales-focused CRM functionality to small businesses. By...

The Worldwide Teleservices Outsourcing Market: Analysis & Forecast, 2003-2004.
November 1, 2003... Complete Table of Contents About TMC Research Report Methodology Acknowledgments Introduction To The Industry History and Evolution of the Industry Telemarketing Sales Rule Compliance Guidelines Contact...

CRM for the mobile workforce--the past, the present, the future.(Customer Relationship Management)
November 1, 2003... Customer relationship management (CRM) and its use by mobile workers is far from a new endeavor, but it is one that has undergone many changes in recent years as advancements in technology continue to create a truly mobile environment. Remote...

Taking advantage of Web self-care to meet client needs.(Outsourcing)
November 1, 2003... Companies today are facing three challenges that seemingly are at odds. Almost universally, companies need to cut costs. At the same time, however, they need to provide better service to their customers and improve their marketing capabilities....

Proving Web site value: it's more than a pretty (user) face.(e-CRM)
November 1, 2003... Gone are the days when Web sites were considered an additional business expense that could be paid for with excess money left over in the marketing budget. Today, Web sites are oftentimes the single most cost-effective business initiative as...

The missing pieces of workforce management.(Call Center/CRM Management Scope)
November 1, 2003... "Managing the workforce" is an easy phrase to say, but it's an ambitious proposition that presumably shapes people into high-performing assets to drive customer satisfaction and revenue. For as many years as it has been around, though, why...

Workforce optimization: killing two birds with one stone.(Call Center/CRM Management Scope)
November 1, 2003... With turnover rates as high as 30 to 50 percent in many contact centers across North America, companies are struggling to hire the right agent, design the appropriate mix of training and implement the most cutting-edge and effective technology...

Burlington, Iowa: a place to grow!(Re: Locations)
November 1, 2003... There are several smaller communities in the U.S. that should receive serious consideration as sites in which to locate and grow your call center. I have repeatedly gone on record as stating unequivocally that communities under 50,000 in...