Customer Interaction Solutions articles from November 2008

Customer Interaction Solutions archives from November 2008

Call centers are just what the doctor ordered for today's economy.(Publisher's Outlook)
November 1, 2008... In 1982, we launched this publication as Telemarketing[R] magazine as the first pioneering act to introduce, develop and promote what is now the multi-billion dollar contact center/CRM industry. Back then we called it "the magazine of...

Hosted solutions: "shrink-wrap" products vs. customized solutions.(Innovative SOLUTIONS)
November 1, 2008... Hosted Solutions for contact centers have been well established in the market--they are here to stay. The reasons for this are compelling: changing the cost structure from a capital expense to an operation expense; having the hosted provider...

Noble's Web-based agent tools.(High Priority)(Interview)
November 1, 2008... Noble Systems Corporation recently introduced the Noble Composer Web Agent, an agent workflow design and desktop unification tool for Web-based agent environments. The company believes the solution can help companies improve agent productivity,...

H.R. 1776 on location disclosure and contact center certification.(On The Line)
November 1, 2008... I was recently asked to testify in Washington D.C. to discuss House Resolution 1776. Because it is difficult to understand the nature of the legislative process unless you are in the heart of it, let me give a primer. A Representative or...

Who's in charge?(Headset)
November 1, 2008... It used to be that the people who bought technology and equipment for contact centers were professionals in the art of running those centers--they were people with some kind of direct telecom or operations experience. Those days are long gone....

Envision Telephony launches Centricity.(NEWS)(Brief article)
November 1, 2008... Envision Telephony has launched Centricity, its new contact management solution. Centricity, which is made up of Envisions Click2Coach meshed with analytics, performance management and workforce management tools, gathers and aggregates...

Conversive introduces automated chat solution.(NEWS)(Brief article)
November 1, 2008... Live chat, long one of the most expensive means of interacting with customers, is set to become faster, more accurate, less costly, and user-friendlier, and therefore more popular thanks to a new set of automated chat solutions from Conversive....

Myndnet introduces social networking lead exchange.(NEWS)(Brief article)
November 1, 2008... Myndnet has developed a new lead-generating social media platform to enable organizations to reach into existing communities and provide incentives for their members to participate in that site in exchange for valuable data to generate more...

Presence intros Version 7 of contact center performance product suite.(NEWS)
November 1, 2008... Presence Technology has announced version 7 of their product suite, which is designed to improve its scalability and integration capabilities. It includes new architecture developed on Presence Open-Gate 7, which is powered by Asterisk that...

Avature releases recruiting CRM.(NEWS)
November 1, 2008... Avature, a global recruiting services company providing research and sourcing services and human capital management software, has launched Recruiting CRM, a customer relationship management solution constructed specifically for recruiters. With...

Birst BI solution bursts on marketplace.(NEWS)(business intelligence)(Brief article)
November 1, 2008... Obtaining business intelligence (BI) is no longer for large enterprises, thanks to Birst, which is a new BI solution launched by Success Metrics, aimed at small/medium-sized businesses (SMBs) and individual professionals. Birst enables these...

Pegasystems announces cloud-enabled BPM Platforms as a Service (PaaS).(NEWS)
November 1, 2008... Pegasystems has launched a Business Process Management (BPM) Platform-as-a-Service (PaaS) offering that gives enterprises the benefits of Software-as-a-Service (SaaS) without the limitations, risk, or performance concerns of traditional PaaS...

Noble Systems intros hew workforce management solution.(NEWS)
November 1, 2008... Noble Systems Corporation has unveiled a new comprehensive workforce management system, Noble WFM. The new solution offers forecasting, scheduling and staffing management for centers of all sizes. Some of the key automating abilities of the...

Datatel launches IVR services in Canada.(NEWS)(interactive voice response)(Brief article)
November 1, 2008... DATATEL is launching a new portfolio of IVR hosted services for its customers in Canada. Datatel aims to provide services to its clients anywhere in Canada, and receive traffic from any Canadian carrier which can link to Canadian payment...

CRM11 Version unveiled by StayinFront.(NEWS)(Brief article)
November 1, 2008... StayinFront has announced the unveiling of the newest version of its flagship product, StayinFront CRM 11. The product builds on the capabilities of CRM 10, used by customers in the manufacturing, pharmaceutical, healthcare, consumer goods and...

Siemens Enhances OpenScape Contact Center portfolio.(NEWS)
November 1, 2008... Siemens Enterprise Communications has enhanced its OpenScape Contact Center portfolio. New functionality will provide customers with advanced interactive features and monitoring in a more cost-effective and easier to deploy hosted package....

Drishti launches DACK Ameyyo with IP-PBX, IVR for contact centers, enterprises.(NEWS)
November 1, 2008... Drishti-Soft Solutions, a communications solutions provider, has launched a comprehensive communications suite, DACX Ameyo, for emerging contact centers and enterprises. The service-oriented architecture and model-driven, architecture-based...

Salesforce.com customers to use BoldChat module.(NEWS)
November 1, 2008... Bravestorm, the developers of BoldChat, a solution for live chat, e-mail management and click-to-call functionality, announced the availability of its BoldChat module for Salesforce CRM. Bravestorm ensures that Salesforce customers can improve...

I'm sorry that I was so rude Joe.(Cartoon)
November 1, 2008... I'M SORRY THAT I WAS SO RUDE JOE; I THOUGHT YOU WERE A CUSTOMER. [ILLUSTRATION OMITTED] [c]2004 By CallCenterComics.com

New research: contact centers evolve with new customer demands and solutions.(Technology)
November 1, 2008... Miercom, a testing lab partner with TMC, has performed an extensive analysis of solutions aimed at meeting the demands of customers for improved inbound and outbound live and automated service through traditional channels: voice and e-mail and...

Contact center update.(from the TMC net [TM] BLOGS)
November 1, 2008... In his communications and Technology Blog, Rich Tehrani writes: There are some very positive contact events worth sharing. The first bit of news has to do with how Voxify helped callers prepare for hurricanes Gustac and Ike. Voxify used its...

Fonality targets call centers with advanced call center features.(from the TMCnet [TM] BLOGS)
November 1, 2008... In his VoIP & Gadgets Blog, TMC CTO Tom Keating writes I met with Fonality CEO Chris Lyman at ITEXPO and he gave me a demo of HUD 3,0 which includes Some very advanced call center features. HUD 3.0 now not only displays the queues, but it...

CRM Dogma explained: "executive buy-in".(CRM, BPO & Teleservices)
November 1, 2008... You've no doubt heard that if you don't get executive buy-in for CRM it's going to fail. But is executive buy-in really all that important? Let's play fill in the blank. Read the following four paragraphs and see if you can complete the fast...

Real-time data, real time results.(CRM. BPO & Teleservices.)(Company overview)
November 1, 2008... The ability to effectively serve customers, individuals and organizations alike requires that contact centers have information that is or as close to real-time as possible i.e. real-time data. The more accurate and complete that information is...

ITEXPO West 2008 review.(CALL CENTER Technology)
November 1, 2008... ITEXPO West 2008 has proven be one of the most exciting, worthwhile, and informative conferences and events for contact centers. Feedback received from attendees, speakers, and exhibitors alike cited the overviews, analysis, inspiration, and...

News analysis: contact centers unprepared for disasters, disruptions.(SPECIAL FOCUS)
November 1, 2008... A new and. disturbing study by DMG Consulting "Business as Usual? A Benchmarking Study of Disaster Recovery and Business Continuity for Contact Centers "sponsored by Empirix, reveals that contact centers are ill-prepared for disasters and for...

Enabling excellence with IP recording.(WORKFORCE)
November 1, 2008... IP recording is coming into its own as a QA tool, with what users report are high quality and functionality. [ILLUSTRATION OMITTED] As September's contact center recording article pointed out, IP applications have lower costs and can...

Stopping ID theft by raising "red flags".(Compliance Desk)
November 1, 2008... Beginning this month contact centers including teleservices firms that handle consumer financial information are required by Federal law have formal written plans to identify, detect, and respond to patterns, practices, or specific activities...

Real-time data for the long term why real-time data helps call centers plan ahead rather than.(Listen and Learn)
November 1, 2008... Until the middle of this decade, the most visible displays of real-time data in call centers were from reader-boards and wallboards that contain light-emitting diodes (LEDs). The types of electronic displays you now find in call centers are far...

Study shows U.K. call centers performing to expectations.(From The Analysts' Desks)(Report)
November 1, 2008... Customer satisfaction with their interaction with the call center is essential to overall success of the call center. The main purpose of the center is to provide customer support and if they cannot do that is a way that is satisfying to the...

Contact centers realize benefits in solutions when needs are understood.(From The Analysts' Desks)
November 1, 2008... Contact center managers rely greatly on the performance of their agents to drive the overall performance of the contact center. While disparate solutions have traditionally been in place to drive performance, it wasn't until contact center...

Hearing the customers.(CALL CENTER)
November 1, 2008... The images and reality of customers using corded or bulky cordless phones and contact center staff responding on heavy wired headsets, tethered to cubicles are changing. [ILLUSTRATION OMITTED] Today's customers are on the move. Callers...

To get through crisis serve, not burn customers.(Logout)
November 1, 2008... One of the most telling conversations I had while I was at ITEXPO West was with a senior business executive who told me that enterprises should focus on retaining customers and growing their bottom lines based on satisfaction and reputation...

Migrating to an all-in-one solution ... How do we get there?(Ask the EXPERTS)
November 1, 2008... Q The all-in-one contact center solution is definitely the way to go for the future of my contact center. But I've got a problem that's stopping me in my tracks. How do we move from a traditional multi-point communications ' system to an...