Customer Interaction Solutions articles from October 2008

Customer Interaction Solutions archives from October 2008

32 principles of modern marketing part 4.(Publisher's Outlook)
October 1, 2008... We continue with our series of the Top 32 New Principles of Modern Marketing. In our last installment we left off with number 16, so this month we present numbers 17-22. [ILLUSTRATION OMITTED] Rule 17--Be A Peacock in the Land of...

Around the industry, innovation abounds: there are so many new trends taking place in the call center and CRM markets--and so many of them are worth sharing.(High Priority)
October 1, 2008... Mobility Perhaps the one with the most human interest is Salesgenie-I am sure you have seen the company's ads on TV where they offer you leads to help you sell more effectively. Now the company has a mobile site, which lets you access your...

We sure get a lot of questions here!(On The Line)(Interview)
October 1, 2008... One of the truly enjoyable things about working at the American Teleservices Association is the opportunity to answer our members' questions. We field about 700 or more questions per month on a wide array of topics. As you can imagine, members...

Europe & America: two contact center managerial cultures: decentralization and innovation versus cost-control and efficiency. But can't you have both?(Headset)
October 1, 2008... In researching the markets for agent-facing applications in the U.S. and Europe, I found that there is an interesting, quirky difference in the way contact centers are organized in those two regions. In general, centers in Europe tend to be...

Interactive Intelligence launches Interaction SIP Proxy 4.0.(NEWS)
October 1, 2008... www.tmcnet.com/2456.1 SIP can make communications environments in contacts centers more reliable, secure and easy to manage, areas that are being addressed with Interactive Intelligence's new Interaction SIP Proxy 4.0. The SIP proxy...

Eone intros Contivio virtual contact center Solution.(NEWS)
October 1, 2008... www.tmcnet.com/2452.1 Stretch Technologies' flagship product, Contivio, created by eOne Solutions Group, will now be available in the U.S. Using this solution, customers can set up fully-integrated virtual contact centers using only a...

New incentives make Puerto Rico more desirable location.(NEWS)
October 1, 2008... www.tmcnet.com/2453.1 Puerto Rico means 'rich port' in Spanish. A new package of investment incentives that came into effect in July has enriched the value proposition of locating contact centers and IT firms there. They include a four...

ETP'S Xeligence CRM Analytics Platform to debut.(NEWS)
October 1, 2008... www.tmcnet.com/2454.1 eighty twenty plus (ETP) will showcase its Xeligence Analytical Platform for business performance and efficiency to enterprises and organizations at the 2008 Financial Services Technology Forum Oct.28-29 at the Design...

Genesys debuts Genesys Voice Platform 8 for IVR.(NEWS)
October 1, 2008... www.tmcnet.com/2462.1 Genesys has debuted the Genesys Voice Platform (GVP) 8 for IVR. The new solution significantly improves the customer experience through the alignment of self-and assisted-service and integrating voice across all...

Syntellect launches Survey Manager.(NEWS)(Brief article)
October 1, 2008... www.tmcnet.com/2455.1 Syntellect has launched Survey Manager, a new integrated survey module for the Syntellect Customer Interaction Management (CIM). Survey Manager gives customers the ability to provide valuable feedback about their...

Astute Solutions introduces ePowerCenter7.0.(NEWS)(Brief article)
October 1, 2008... www.tmcnet.com/2457.1 Astute Solutions has introduced ePowerCenter 7.0, the latest version of its customer service application. It has more than 400 updates that address traditional business challenges and those of the extended contact...

OAISYS Launches version 5 of Tracer call center software.(NEWS)
October 1, 2008... www.tmcnet.com/2458.1 OAISYS has launched the latest version of Tracer, its professional interaction management software. It comes with several significant enhancements to the features and functionality. Tracer version 5 features a newly...

CallCopy intros VoIP call recording solution.(NEWS)
October 1, 2008... www.tmcnet.com/2466.1 CallCopy has introduced CallCopy Essential, the company's new VoIP call recording solution. CallCopy Essential helps small businesses quickly and easily capture and archive inbound and outbound calls. It was developed...

'CRM free' offer from concursive.(NEWS)
October 1, 2008... www.tmcnet.com/2463.1 Concursive is offering to provide its on-demand ConcourseSuite 5.0 CRM software free of charge for up to 100 users for a period of one year. This offer arms businesses with a full-featured front office product...

CRM-integrated Tele-Support Help Desk version 4.0 released.(NEWS)
October 1, 2008... www.tmcnet.com/2464.1 Resource Dynamics has released version 4.0 of its Tele-Support Help Desk solution, featuring integration to most CRM systems. The Tele-Support Help Desk has an updated video demo which shows a 'day in the life' of the...

Xactly launches CRM-based non-cash rewards application.(NEWS)
October 1, 2008... www.tmcnet.com/2459.1 Xactly Corporation has launched what may be the first ever CRM-based automated employee performance application centered on non-cash incentives that can also be applied in contact centers. The solution, Xactly...

UCN releases InContact Outbound Dialer v2.0.(NEWS)(Brief article)
October 1, 2008... www.tmcnet.com/2460.1 UCN has released inContact Outbound Dialer v2.0, which features a robust presentation and management structure for users. It offers improved customization tools for outbound projects, more detailed disposition...

Akotel releases IVAN.(NEWS)(AKoTel Telekommunikations)(interactive voice application network)(Brief article)
October 1, 2008... www.tmcnet.com/2461.1 AKoTel Telekommunikations has released IVAN (Interactive Voice Application Network), an enterprise carrier grade call center management product that combines the call distribution capabilities of an ACD with the data...

Compiere expands, enhances open source ERP/CRM solution.(NEWS)
October 1, 2008... www.tmcnet.com/2465.1 Compiere has started shipping Compiere 3.1, an update of its ERP and CRM product line. Compiere 3.1 includes 400 new business analyses, functional and technical enhancements. It provides global partners and customers...

Now hiring!(Cartoon)
October 1, 2008... SINCE YOU HAVE A PHD, YOU WILL PROBABLY LEAVE AS SOON AS THE ECONOMY IMPROVES, BUT SINCE WE DON'T OFFER ANY JOB SECURITY I GUESS WE ARE EVEN. [ILLUSTRATION OMITTED] [C]2004 By CallCenterComics.com

Election technology news.(BLOGS)
October 1, 2008... In his Communications and Technology Blog, Rich Tehrani writes: One of the most fascinating advances in political systems worldwide is the advent of technology like blogs and other web 2.0 initiatives such as social networking and video....

Labor Day message: treat your workers well and be rewarded.(BLOGS)
October 1, 2008... In his Readerboard blog, Customer Interaction Solutions' Brendan B. Read writes: When heading off for the Labor Day weekend, think of the people who make it possible: those who work for you like your contact center agents and supervisors...

How safe is the cloud?(BLOGS)(Network World Inc.)(Brief article)
October 1, 2008... In his "On Rad's Radar?" blog, Peter Radizeski of RAD-INFO, Inc. writes: Network World has a story about how an online storage site, Linkup, formerly known as MediaMax, shut down this week after 45 percent of the data was lost. Who's fault...

Outrageous interactions contest.(BLOGS)
October 1, 2008... In his VoIP Authority blog Internet Telephony's Greg Galitzine writes: Saw this item about Interactive Intelligence's "Outrageous Interactions" contest It's very entertaining concept that offers a fun look inside contact centers by...

CRM study names ciboodle.(BLOGS)(Sword ciboodle)(Brief article)
October 1, 2008... In his "First Coffee" blog TMCnet's David Sims writes: The news as of the second cup of coffee this morning and the music is X's More Fun In The New World You kind of knew it was the end for this band when the most fun performances on this...

SoundBite's sensible 'coupons on demand'.(BLOGS)(Sound Bite Communications)(Brief article)
October 1, 2008... In The Green Blog TMC's Green Team writes: Sound Bite Communications has a 'greensmart' solution that saves trees which convert CO2 to oxygen among other life-providing benefits whichis reminding consumers or businesses of coupons or other...

A CRM insider's views on social media, Facebook and Web 2.0.(CRM, BPO & Teleservices)(Interview)
October 1, 2008... David van Toor, senior vice president and general manager, Sage CRM Solutions North America, recently sat down to share some advice for creating online communities. [ILLUSTRATION OMITTED] DS: You've been in your role as Sage CRM...

Mobile CRM: are we there yet?(CRM, BPO & Teleservices)
October 1, 2008... Getting the mobile channel to where enabling CRM through accessing applications or web sites a.k.a. mobile CRM is as seamless from desktops is akin to taking young children on a long ride who then inevitably ask: "are we there yet?" The...

Seven questions to ask before you choose a contact center.(Innovative SOLUTIONS)(Interview)
October 1, 2008... No matter what your product or service, your company's image and brand is shaped by what your customers hear on the other end of the line. The impression they take away from that interaction will have an impact on your brand--either good or...

Workforce optimization: refining products, revolutionizing delivery?(WORKFORCE Optimization)(Company overview)
October 1, 2008... The suppliers of workforce optimization (WFO) also known as workforce management (WFM) solutions, defined as software that enables staffing forecasting and scheduling, are like those fine retailers who have been adding to their lines but who...

Boardroom report.(Interview)(Company overview)
October 1, 2008... 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...

Do not call, five years later.(Compliance Desk)
October 1, 2008... October 2008 marks the fifth anniversary of the often controversial US federal Do Not Call (DNC) registry, though individual state had started DNC lists several years before and many continue to have them. DNC compliance is enforced by the...

Customer Interaction Solutions TMC Labs Innovation Awards 2008.(AWARDS & Recognition)
October 1, 2008... This is our ninth installment of the TMC Labs Innovation Awards recognizing the truly unique and innovative products and services within the contact center industry. TMC Labs proudly bestows a TMC Labs Innovation Award on 20 deserving winners....

Beyond the numbers game: what companies can learn from call centers about workforce optimization.(Listen and Learn)
October 1, 2008... When you encounter a phrase like "workforce optimization," it's understandable if your first impulse is to dismiss the term. The idea of optimizing something as abstract as a workforce seems to come from a mindset that perceives call center...

Speech analytics market experiencing strong growth.(From The Analysts' Desks)
October 1, 2008... DMG Consulting LLC, a provider of contact center and real-time analytics research, market analysis, business strategy, operations and technology consulting services, has published the 2008 Speech Analytics Market Report. A comprehensive and...

Study shows contact centers not properly aligned with web sites.(From The Analysts' Desks)
October 1, 2008... With the proliferation of the Internet, consumers have discovered the ease and fun of shopping online. No longer is it necessary to burn gas and precious time to find the latest fashions, food or device. Consumers only need a way to connect to...

Hosted solutions: "Shrink-wrap" products vs. customized solutions.(Innovative SOLUTIONS)
October 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...

Top ten ways to reduce contact center costs while improving service.(CALL CENTER Technology)(Company overview)
October 1, 2008... Contact centers are almost always under cost scrutiny, especially during slow economic periods, as the responsibilities they are charged with are still seen by many organizations as peripheral to their core functions. [ILLUSTRATION...

My Top Ten.(Logout)
October 1, 2008... The fall is when one harvests what has been sown and grown. It is appropriate, therefore that we reap the insight and knowledge gained from managing customer interactions via contact centers with the "Top Ten Ways to Reduce Call [Contact]...

Investing in your business without spending a fortune.(Ask the EXPERTS)(Viewpoint essay)
October 1, 2008... With so much talk about recession and cutting costs, it's no wonder there are so many fears surrounding capital spending. Despite economic uncertainty, companies still have plans to replace or upgrade legacy systems. In fact, this may be a...