Customer Interaction Solutions articles from October 2003

Customer Interaction Solutions archives from October 2003

October 1st is "D" day 91 violations = $1 million fine in short, comply or vanish: going to CRM: not the complete solution.(Publisher's Outlook)
October 1, 2003... Over the last six months, we have been the only industry publication to continuously and exclusively cover the vital legislative issues confronting our industry, namely the FTC regulations pertaining to do-not-call lists, and the Telemarketing...

Job losses at critical stage! Both US government and the press are missing the point!!(Publisher's Outlook)
October 1, 2003... The loss of U.S. jobs has reached a critical stage. If you don't agree with me, consider the following facts: U.S. firms shed 93,000 jobs in August 2003 for the seventh month in a row. Since January 2003, the U.S. has lost 2.8 million...

ICCM's greatest hits.(High Priority!)
October 1, 2003... It's no secret that I like looking at new and exciting technologies. I'm normally like a kid in a candy store at trade shows. That said, I was a bit disappointed with the exhibits at the International Call Center Management (ICCM) show this...

FTC/FCC are no friends of inbound calling, either.
October 1, 2003... We have probably given too much press to the FTC/FCC Teleservices Sales Rule in recent issues. Many people who read this publication think these rules don't apply to them, since they don't make any outbound calls. What they don't realize is...

The CEO Spotlight.
October 1, 2003... This month, the CEO Spotlight focuses on two people: APAC Customer Services' chairman and CEO Ted Schwartz, and SER Solutions' CEO Carl Mergele. [ILLUSTRATION OMITTED] CIS: What is your company's specialty and mission statement?...

Who carries the news?(The Outsourcing Market)
October 1, 2003... In late June of 2003, the commercial media had a field day announcing the opportunity for consumers to register for the Federal Trade Commission's new national do-not-call list. Every newspaper and television station, cable or local, didn't...

etalk announces enhanced version of Qfiniti.(New Products ...)
October 1, 2003... etalk Corporation, a provider of Performance Impact solutions for contact centers, has announced its latest version of its quality management platform, etalk Qfiniti 1.5. Qfiniti's newest release was designed to empower contact center managers...

Verint Systems offers ULTRA Express.(New Products ...)
October 1, 2003... Verint Systems Inc., a provider of analytic software-based solutions for communications interception, digital video security and surveillance, and enterprise business intelligence, has announced the launch of ULTRA Express, a new software...

Aspect launches multiproduct solution.(New Products ...)
October 1, 2003... Aspect Communications Corporation, a provider of enterprise customer contact solutions, has announced Uniphi, the company's new contact center architecture that brings together workforce, information and communications into reliable,...

Envision Telephony integrates products into performance suite.(New Products ...)
October 1, 2003... Envision Telephony, Inc., a provider of contact center software solutions, has announced that it has introduced Envision Performance Suite, its new set of workforce optimization applications designed to optimize customer contacts, agent...

Exstream makes WebVerse available.(New Products ...)
October 1, 2003... Exstream Software recently announced the general availability of Dialogue WebVerse, the company's complete Web environment that was designed to allow business users to more rapidly develop and deploy personalized Web applications. WebVerse aims...

Blue Pumpkin introduces Advisor Express.(New Products ...)
October 1, 2003... Blue Pumpkin, a provider of enterprise workforce optimization solutions, recently introduced Blue Pumpkin Advisor Express, its quick-launch performance management solution for contact centers. The solution was designed as the next logical step...

Vocent launches Confirmed Caller 2.0.(New Products ...)
October 1, 2003... Vocent Solutions Inc., a provider of voiceprint-based secure automation solutions, recently announced the release of Vocent Confirmed Caller 2.0, the company's speech-driven packaged application designed to leverage voice biometrics to...

eOn launches Outbound solution.(New Products ...)
October 1, 2003... eOn Communications Corporation, a provider of unified voice, e-mail and Webbased communications systems and software, has announced eQueue Outbound, the latest addition to its eQueue Multi-Media Contact Center Solution. eQueue OutBound was...

Genesys announces Genesys Express 3.0.(New Products ...)
October 1, 2003... Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, recently announced the launch of Genesys Express 3.0, an enhanced version of its pre-packaged customer service software offering for mid-sized contact centers. Building on...

IEX announces TotalView SmartSync Suite.(New Products ...)
October 1, 2003... IEX, a Tekelec company and provider of contact center workforce management solutions, has announced its TotalView SmartSync Suite, an open solution for advanced contact center integrations. SmartSync puts TotalView Workforce Management in the...

Dictaphone launches Workforce Relationship Management product.(New Products ...)
October 1, 2003... Dictaphone Corporation's Communications Recording Systems (CRS) Group recently announced the introduction of its ContactPoint Workforce Relationship Management solution, which was designed to help contact centers optimize agent performance. The...

Active Voice introduces new Seven speech recognition system.(New Products ...)
October 1, 2003... Active Voice, LLC, a provider of unified messaging, computer-telephony and voice messaging solutions, has announced its new Seven speech enabled directory application. Seven will be offered as a stand-alone speech product in addition to the...

Symon updates Symon Community.(New Products ...)
October 1, 2003... Symon Communications, Inc., a provider of contact center and enterprise performance, productivity and management solutions, has announced the release of Symon Community 2.5. The newest version of the company's 100 percent browser-based...

Witness Systems enhances contact center performance optimization suite.(New Products ...)
October 1, 2003... Witness Systems, a provider of performance optimization software and services, has begun offering extended capabilities to its eQuality software suite that help foster a more dynamic performance optimization environment in which contact center...

Voice Print introduces interactions data management solution.(New Products ...)
October 1, 2003... Voice Print International, a developer of integrated communications solutions for digital voice, data and screen recording and quality management, recently launched its new Activ! Information Store, a solution for comprehensive interactions...

Versay announces Versay Survey 1.0.(New Products ...)
October 1, 2003... Versay Solutions, a provider of speech solutions and services, has announced the product release and deployment of Versay Survey 1.0. Versay Survey 1.0 leverages speech recognition technology powered by Nuance Communications to provide an...

Inova announces LightLink--Enterprise Edition.(New Products ...)
October 1, 2003... Inova Corporation, a provider of business intelligence solutions for contact center productivity, has announced the availability of Inova LightLink--Enterprise Edition, a distributed, real-time information platform providing performance...

Elma introduces new shelf management module.(New Products ...)
October 1, 2003... Elma Electronic Inc., a global manufacturer of electronic packaging products, has announced a new shelf management module called the IPM Sentry. The Intelligent Platform Management (IPM) Sentry was designed to take shelf management to a new...

Symon announces acquisition of TargetVision.(Happenings ...)
October 1, 2003... Symon Communications, Inc., a provider of contact center and enterprise performance and productivity tools, has announced that it has acquired TargetVision, Inc., a benchmark provider of visual communication systems and services headquartered...

Workscape acquires CallConnect.(Happenings ...)
October 1, 2003... Workscape, Inc., a provider of benefits and workforce management solutions, has announced it has acquired the operating assets of CallConnect, Inc. CallConnect, with offices in Broomfield, Colorado and Boise, Idaho, operates an HR Service...

Mpower Communications forms alliance with SpeechPhone.(Happenings ...)
October 1, 2003... Mpower Communications Corp., a provider of broadband Internet access and local and long-distance voice services, has announced a strategic alliance with (SpeechPhone to provide unified communication services that will complement Mpower's...

Phonetic Systems and Rhetorical Systems partner.(Happenings ...)
October 1, 2003... Phonetic Systems, a provider of real-time speech recognition solutions, and Rhetorical Systems, a developer of text-to-speech solutions, have announced a partnership that will integrate the rVoice Text-to-Speech (TTS) Engine into Phonetic...

ITXC using Cisco Multiservice IP-to-IP Gateway.(Happenings ...)
October 1, 2003... ITXC Corp., an international voice carrier, has announced that the company's global voice over IP (VoIP) network, ITXC.net, is now using the new Cisco Multiservice IP-to-IP Gateway to deliver a secure, reliable, scalable and unambiguous...

Concerto partners with Positive Software Systems.(Happenings ...)
October 1, 2003... Concerto Software, Inc., a provider of customer interaction management (CIM) solutions, has announced that it has partnered with Positive Software Systems, Inc. to market and sell Enterprise Campaign Manager (ECM), a customer interaction data...

Last month, when we included this special Compliance Technologies & Solutions[TM] advertorial, the debates were still academic and theoretical ... our discussions were in the future tense.
October 1, 2003... Last month, when we included this special Compliance Technologies & Solutions[TM] advertorial, the debates were still academic and theoretical... our discussions were in the future tense. This is no longer the case. As noted by Concerto...

Knowledge-enabled support delivery across channels and languages.(Customer Relationship Management)
October 1, 2003... Most customer support organizations invest heavily in training and skills development to increase the effectiveness of the agents and technicians who provide after-sale customer support. Despite all good intentions, the payoff from these "soft"...

Knowledgebases for improved customer interaction: how to help customers help themselves.(Customer Relationship Management)
October 1, 2003... With operating budgets getting squeezed as companies look for ways to increase profit margins, most business--including those with full coffers--have been looking for new ways to reduce customer support costs while increasing customer...

Teleservices Agencies Who's Who.(Outsourcing)
October 1, 2003... Once again, the editors of Customer Inter@ction Solutions[R] have compiled what is one of our top five most popular and requested resources: the annual Teleservices Agencies Who's Who listing. To make this a highly valuable tool, we've kept it...

Sound strategy? Outsourcing in today's economy.(Outsourcing)
October 1, 2003... Economic Realities Of The New Millennium In today's tough economy, a number of key operational metrics have combined to create one of the more challenging business environments in recent memory. As a result, many firms find themselves...

TMC Labs Innovation Awards: Part II.(Call Center/CRM Management Scope)
October 1, 2003... Each year, TMC Labs handpicks the leading innovative products and services within the call center industry for its TMC Labs Innovation Awards, and each year they have become more popular--this year we received more than 200 applications! This...

Improve operational efficiency of call centers while meeting business strategies.(Call Center/CRM Management Scope)
October 1, 2003... When call centers first came onto the business scene more than 20 years ago, their purpose in the enterprise was simply to process customer calls as fast as possible and as economically as possible. Their only strategic value for the enterprise...

Training your agents for the Web-enabled world with e-learning.(Call Center / CRM Management Scope)
October 1, 2003... Finding and taking the time for education is one of the main challenges that companies face today. Tight budgets are forcing organizations to be creative when looking at techniques to keep one of their most valuable resources--call center...

Improving your performance by creating a dynamic learning environment.(Call Center / CRM Management Scope)
October 1, 2003... As the pace of today's contact centers continues to accelerate, the need for immediate knowledge and skill transfer becomes increasingly important. As customer service representatives are challenged with more complexity, supervisors and call...

Yakima, Washington: a diamond by any name.(Re: Locations)
October 1, 2003... Let's say I need a place to locate a 500-person customer service center. Where should I look? Offshore, where labor costs are lower than the U.S.? Maybe I should look at the larger MSAs with a population of at least 500,000 to 1 million....

Research highlights from Purdue University: ask Dr. Jon.(The Purdue Page)
October 1, 2003... Q. Since I am a financial center, what hours do others offer as an opt-out option from the VRU, and are these calls actually handled in the "servicing center" or elsewhere in the company? A. Financial centers are usually handling at least...