Customer Interaction Solutions articles from November 2005

Customer Interaction Solutions archives from November 2005

The 12 commandments of cutting-edge marketing 2005: for CRM, customer interaction and contact centers.(Publisher's Outlook)
November 1, 2005... Prerequisites [ILLUSTRATION OMITTED] In order to better appreciate this Publisher's Outlook, I strongly urge you to read the following three previous Publisher's Outlooks: 1. "Every company wants to be a peacock in the land of the...

The birth of CRM 2.0.(High Priority)
November 1, 2005... For many people, Siebel Systems is the first company that comes to mind when they think CRM. Siebel has been so active in promoting CRM for the past 10 years that it's hard to think of one without the other. How many customers have been better...

World's largest VoIP marketplace.
November 1, 2005... Why Choose INTERNET TELEPHONY? If You Are Serious About: ** Deploying VoIP ** Delivering VoIP Service ** Developing VoIP Applications ** Reselling VoIP ** Networking with Analysts & Wall Street Investors You'll...

Featured keynote presentations.(Tom Ridge of United States. Department of Homeland Security talks about the use of voice over internet protocol)(Brief Article)
November 1, 2005... Learn from an Unprecedented keynote Line-up Headed by the First Secretary of U.S. Homeland Security, Tom Ridge. Share Their Vision of Why All Businesses and Government Agencies, Large and Small, Will Soon Be Using VoIP. Mike Matthews ...

Agenda-at-a-glance.
November 1, 2005... Day 1 -- Tuesday, January 24, 2006 TMC UNIVERSITY IP PBX LARGE ENTERPRISE OPEN SOURCE CERTIFICATION VoIP WORKSHOP SUMMIT 11:00 am-5:00 pm Registration...

Conference session descriptions.
November 1, 2005... Large Enterprise VoIP Workshop Discovering the Value of IP Tuesday, January 24, 2006: 12:00-12:45 pm Advancements in IP technology have provided organizations with a multitude of communication options for sharing critical data and...

TMC University/IP PBX certification.(Brief Article)
November 1, 2005... IP PBX CERTIFICATION THE ONLY INDEPENDENT CERTIFICATION PROGRAM OF ITS KIND VALIDATING YOUR COMPETENCY IN IP PBX SELECTION, DEPLOYMENT, IMPLEMENTATION & MANAGEMENT. [ILLUSTRATION OMITTED] IP PBX First Degree Topics: Tuesday,...

Free showcase panel discussions.
November 1, 2005... FREE FOR ALL ATTENDEES THE FUTURE OF IP TELEPHONY Wednesday, January 25th * 3:45 pm Most Popular [ILLUSTRATION OMITTED] A panel of VoIP industry experts offers perspectives on where IP telephony is headed, and tries to...

Reseller & Service Provider Solutions Day.
November 1, 2005... Wednesday, January 25 "How to Make Money Selling VoIP" A Free Tutorial Seminar Teaching Resellers How To Effectively Sell VoIP Equipment & Services How To Make Money Selling VoIP TMC president Rich Tehrani, ABP president...

Exhibit Hall information.
November 1, 2005... COME SEE, TEST & COMPARE HUNDREDS OF CUTTING-EDGE IP TELEPHONY PRODUCTS & SERVICES * OVER 200 EXHIBITORS EXPECTED * Application Servers * Analog Telephony Adapters * Billing/OSS Solutions * Cable Telephony Solutions * DSP...

Travel information.(Fort Lauderdale-Broward County Convention Center )(Fort Lauderdale Marina Marriott)(Brief Article)
November 1, 2005... Ft. Lauderdale-Broward County Convention Center Conveniently Located Minutes from Miami or Ft. Lauderdale International Airports Fort Lauderdale-Broward County Convention Center 1950 Eisenhower Boulevard Fort Lauderdale,...

Important information.
November 1, 2005... On-Site Registration Hours Tuesday-January 24 11:00 am-5:00 pm Wednesday-January 25 7:00 am-7:00 pm Thursday-January 26 7:00 am-5:00 pm Friday-January 27 7:30 am-3:00 pm Exhibit Hall Hours Wednesday-January...

Registration form.
November 1, 2005... GO TO WWW.ITEXPO.COM FOR FAST, EASY REGISTRATION [GRAPHIC OMITTED]

On cost reduction in call centers and the enterprise: "we're in the simplicity business" to drastically lower operations costs in contact centers and the enterprise.(Interview)
November 1, 2005... 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...

A new look at disaster recovery for the call center VoIP delivers a better solution.(FREE Webinar)
November 1, 2005... November 17, 2005 | 11:00 am PST Your call center is mission-critical to your company. If a disaster strikes, you have to be able to get your call center up and running again right away. Any extended outage will have a direct and measurable...

Interactive Intelligence hones CIC even sharper.(Customer Interaction Center 2.4)
November 1, 2005... Customer Interaction Center (CIC) is Indianapolis-based Interactive Intelligence's bundled communications application software suite. CIC was specifically created to accommodate the performance requirements of contact centers and other...

NetSuite announces new CRM+ functionality.(CRM)
November 1, 2005... NetSuite, Inc., a player in the sharply competitive on-demand CRM market, today unveiled a set of new features for its CRM+ product. New functionalities allow for the tracking of multiple quotas and forecasts, as well as the associated...

Oracle introduces Oracle Telecommunications Billing Integrator.(CRM)
November 1, 2005... Oracle recently announced the availability of Oracle Telecommunications Billing Integrator, a new applications product offering that allows communications service providers to integrate Oracle CRM applications with third-party billing systems,...

Siebel releases CRM Professional Edition 7.8.(CRM)
November 1, 2005... Siebel Systems, Inc. has announced the availability of Siebel CRM Professional Edition 7.8. The newest release of the company's on-premise offering provides CRM capabilities for small and medium-sized businesses and was designed to help improve...

AppExchange availability announced.(Salesforce.com Inc., InStranet Inc., partnership)(InStranet for AppExchange)(Brief Article)
November 1, 2005... InStranet, Inc., a provider of multichannel knowledge applications, and salesforce.com, which offers on-demand CRM, have announced the availability of InStranet for AppExchange. InStranet for AppExchange integrates with Salesforce.com to...

Before The Call and salesforce.com announce Before the Call for AppExchange.(CRM)(Brief Article)
November 1, 2005... Before The Call and salesforce.com announced the availability of Before the Call for AppExchange. Built on salesforce.com's Appforce on-demand platform, BTC for Appforce is currently available, and will be generally available for AppExchange at...

Jacada offering new contact center Agent Portal.(Contact Center Solutions)(Jacada Fusion Agent Portal)(Brief Article)
November 1, 2005... Contact center software provider Jacada Inc. announced the general availability of Jacada Fusion Agent Portal, a desktop solution designed to optimize workflow processes across business systems within a contact center. [ILLUSTRATION...

Telephony@Work releases CallCenterAnywhere Outsourcer Edition Version 8.0.(Contact Center Solutions)
November 1, 2005... Multichannel IP contact center technology provider Telephony@Work recently announced the launch of CallCenterAnywhere Outsourcer Edition Version 8.0. The solution was custom-designed for providers of outsourced contact center services. ...

KANA provides new e-mail response management application.(Kana Software Inc., KANA Response)(Brief Article)
November 1, 2005... KANA Software, Inc., which provides service resolution management solutions, has enhanced its e-mail response management application, KANA Response, which allows companies to manage and respond to all e-mail inquiries. [ILLUSTRATION...

Allstream announces IP-based enterprise contact center solution.(Contact Center Solutions)(Brief Article)
November 1, 2005... Allstream, a communication solutions provider, recently announced the deployment of its IP-based enterprise contact center solution, which was designed to enable enterprise customers to implement a full suite of multimedia contact center...

Syntellect to acquire Apropos.(Contact Center Solutions)(Brief Article)
November 1, 2005... Syntellect Inc., has signed a definitive merger agreement to acquire Apropos for about $50 million. Syntellect, a wholly-owned subsidiary of Enghouse Systems Limited, provides speech-enabled customer, employee and supply-chain self-service...

SMSI, emailtopia partner for e-mail management.(System Management Software Inc.)(Brief Article)
November 1, 2005... System Management Software, Inc., which offers consolidated contact center management solutions, has announced the formation of a partnership with emailtopia, a software provider of e-mail response management systems, as part of an effort to...

SER unveils latest version of CPS Enterprise Edition.(SER Solutions Inc.)(Brief Article)
November 1, 2005... Contact center software solutions provider SER Solutions, Inc. has released CPS Enterprise Edition 2.0 (CPS [E.sup.2]), the latest version of its next-generation out-bound call management solution. [ILLUSTRATION OMITTED] CPS [E.sup.2]...

Verint announces new Opus Performance Analytics solution.(Verint Systems Inc.)(Brief Article)
November 1, 2005... Verint Systems Inc., a provider of analytics software-based solutions for communications interception, networked video security and business intelligence, announced the latest Opus Performance Analytics solution. The Opus Suite includes...

AIM Technology adds to performance management.(Performance Management Suite 6.0)(Brief Article)
November 1, 2005... AIM Technology, a provider of operational performance management software, has announced version 6.0 of its performance management suite. By adding a new set of real-time call center management capabilities, "out of the box" functionality for...

IEX introduces workforce management for outbound contact centers; TotalView Outsource Manager.(Workforce Optimization)
November 1, 2005... IEX Corporation has introduced the TotalView Workforce Management System for the outbound environment. The TotalView Outbound Solution applies inbound workforce management techniques such as forecasting, scheduling, adherence and change...

KnoahSoft announces performance management software suite.(KnoahsARK)(Brief Article)
November 1, 2005... KnoahSoft, a division of Knoah Solutions, a provider of multichannel and BPO offshore outsourcing services, announced the release of its Cisco-certified KnoahsARK agent performance management software suite. [ILLUSTRATION OMITTED] ...

Influent purchases Illinois call center.(Outsourced Teleservices)(Brief Article)
November 1, 2005... Influent, a provider of outsourced customer sales and service solutions with offices in the U.S., Panama and the Philippines, recently announced that it has acquired a 144-seat call center in Quincy, Illinois from APAC Customer Services. ...

IBM wins bid for GM call center.(Outsourced Teleservices)
November 1, 2005... IBM Corp. recently announced that it has won a contract to manage a 500-seat call center in Tampa, Florida that handles customer service calls and e-mail inquiries for General Motors Corp. The facility, located at 5701 E. Hillsborough Avenue,...

Alpine Access appoints new CEO.(Outsourced Teleservices)
November 1, 2005... Alpine Access, Inc., which provides outsourced customer care using home-based agents, today announced the appointment of Garth Howard as the company's chief executive officer. Howard brings nearly 25 years of management experience to Alpine...

AnswerNet Network offers Chinese languages services.(Outsourced Teleservices)(Brief Article)
November 1, 2005... The AnswerNet Network made an announcement recently that enterprises, governments and non-profits can now effectively serve their Mandarin--and Cantonese-speaking customers, clients and donors by outsourcing their contact handling to AnswerNet...

Greene & Associates Inc. under new ownership.(Outsourced Teleservices)
November 1, 2005... Greene & Associates, Inc., which performs business-to-business and qualified business-to-consumer teleservices, announced that it has come under new corporate ownership. Formerly a fully owned subsidiary of Dolan Media Company, Greene will now...

Moving to the future with VoIP.(FREE Webinar)
November 1, 2005... November 15, 2005-1:00 p.m. EST Lucent Technologies and IDC are pleased to present a Webinar on Tuesday, November 15, 2005 entitled "Moving to the Future with VoIP." Chris Miller, Distinguished Member of Consulting Staff, VoIP Services at...

IP contact center technology: eliminating the risks (Part X).(INNOVATIVE IDEAS FROM THE NEXT-GEN CONTACT CENTER EXPERTS)
November 1, 2005... Companies Require Absolute Network Security Over the last year we've looked at a diversity of pitfalls that companies need to address in order to effectively share IP contact center technology resources across locations; particularly when...

Using customer analytics to improve cross-selling and upselling.(CUSTOMER RELATIONSHIP MANAGEMENT)
November 1, 2005... Organizations have realized that growing a business and winning sales in a fiercely competitive environment requires proactive programs to drive revenue. With the contact center serving as a strategic focal point and hub for thousands of...

How can CRM tools manage the customer experience?(CUSTOMER RELATIONSHIP MANAGEMENT)
November 1, 2005... "If you can't measure it, you can't manage it." This truism of traditional business logic starts to fray around the edges when it comes to managing customer relationships. The challenges of integrating multi-channel support and corresponding...

It's top 50 teleservices & MVP: award time!
November 1, 2005... It's Time To Submit Your Top 50 and MVP Applications! "75% of my sales leads come from Customer Inter@ction Solutions' Top 50 Rankings." --USA 800 "No other industry publication even comes close to Customer Inter@ction Solutions...

The missing link in people strategies.(business process outsourcing management)
November 1, 2005... One of the greatest impacts from the technological advances of the last 15 years is the leveling of the playing field among competitors and new entrants in virtually every industry. Marker barriers that are based on an ability to access...

Customer satisfaction measurement: a how-to guide to contact center excellence.(MANAGEMENT SCOPE)(Company Profile)
November 1, 2005... The role of today's contact center is rapidly shifting. Expected to both support a company's global business strategy and play an integral part in the overall customer experience, the contact center is becoming a true extension of a company's...

Siebel and Telephony@Work partner to deliver Contact OnDemand.(IP CONTACT CENTERS)(views of Mike Betzer from Siebel Systems Inc. and Eli Borodow from Telephony@Work)(Interview)
November 1, 2005... In June of this year, Siebel Systems announced that it had licensed and incorporated Telephony@Work's CallCenterAnywhere multichannel contact center technology into Siebel CRM OnDemand service, the hosted sales, service and marketing solution...

Speech technology: what's the word of tomorrow?(SPEECH-WORLD[TM])
November 1, 2005... Speech Technology--Evolution Or Revolution? IBM is no stranger to revolutions--we invented the PC. The PC caused a revolution in the business world. It dramatically changed the processes that businesses used to create value in the...

Microsoft acquires assets from Unveil.(Unveil Technologies Inc.)(Brief Article)
November 1, 2005... Microsoft Corp. has announced it has acquired certain intellectual property assets from Unveil Technologies Inc., a developer of enterprise call center technology and the Unveil Conversation Suite. With the acquisition, Microsoft intends to...

Ralph Waldo Emerson.(SPEECH-WORLD[TM])
November 1, 2005... "Speech is power: speech is to persuade, to convert, to compel. It is to bring another out of his bad sense into your good sense." --Ralph Waldo Emerson (1803-1882), American essayist, poet, philosopher. From "Social Aims," Letters and...

Definition du jour.(Cascading Style Sheets)(Brief Article)
November 1, 2005... CSS CSS (Cascading Style Sheets) is a language for the speech rendering of documents (commonly used by vision impaired persons or those with limited reading abilities). CSS defines "aural properties" by helping the system to "speak" text...

Genesys and IBM partner for speech.(Genesys Telecommunications Laboratories Inc.)(Brief Article)
November 1, 2005... Genesys Telecommunications Laboratories, Inc., an Alcatel company, and IBM recently announced a new technology and reseller agreement in which the Genesys Voice Platform (GVP) technology offering has expanded to include the addition of IBM...

TMC Labs Innovation Awards 2005: Part II.(TMC[TM] LABS)
November 1, 2005... The purpose of the TMC Labs Innovation Awards is not simply to recognize good products, but rather to distinguish certain products that have helped to carve out a new market niche or start a trend. This award is also about products that are a...

CRM falls prey to Sea Monkey Syndrome.(Last Call)
November 1, 2005... The call center industry now seems to be in the midst of a grand "forgiveness" toward CRM. Though many still think that the implementations-that-shall-not-be-named back in the late 1990s were entirely the fault of the CRM products, they're...