Customer Interaction Solutions articles from September 2003

Customer Interaction Solutions archives from September 2003

Growth strategies and opportunity for profitable CRM, inbound & outbond: TSR aftermath ...(Publisher's Outlook)
September 1, 2003... Assuming the Telemarketing Sales Rule (TSR) survives several law-suits filed against it, one of which questions its constitutionality, one must consider compliance. I must admit that this unfortunate legislation has already created several...

Road-trip roundup.(High Priority!)
September 1, 2003... Like most people, I seldom look forward to embarking on a writing project, but having just returned from a whirlwind tour of the Northeast and California, I welcome a few minutes off my feet. I spent much of my time in Silicon Valley and have...

The CEO spotlight.
September 1, 2003... CIS: What is your company's specialty and mission statement? Meade: StarTek, Inc. is a global provider of business process outsourcing services which encompass the entire customer lifecycle. We work closely with our clients to...

Executive roundtable.
September 1, 2003... CIS: What are your thoughts on the trend of outsourcing offshore? There are a variety of mixed opinions being expressed. Do you think that many companies are bringing their teleservices back to the U.S., and if so, which services and why?...

So, what's it cost, anyway?(The Outsourcing Market)
September 1, 2003... How much does it cost to run a marketing campaign using a teleservices agency? The answer is usually very definitive: "It depends." As would be the case in an in-house call center scenario, cost depends on the market you're trying to reach,...

Envision extends product line with full-time recording capabilities.(New Products ...)
September 1, 2003... Envision Telephony, Inc., a developer of contact center software solutions, has announced that it has expanded its product suite to include full-time recording capabilities. The new product, Envision Logging, integrates with the company's...

Pipkins introduces intra-day optimization suite.(New Products ...)
September 1, 2003... Pipkins Inc. has announced the availability of its Real-Time Intra-Day Optimization Suite, a set of components designed to expedite and optimize current-day schedule adjustments in call centers. This enhancement to Pipkins' Vantage Point...

Cintech offers new CINPHONY Email.(New Products ...)
September 1, 2003... Cintech Solutions, developer of interaction management software solutions for small to mid-sized contact centers, has announced the general availability of its new CINPHONY Email application. CINPHONY Email applies the principles of ACD, or...

Linktivity announces WebDemo 3.0.(New Products ...)
September 1, 2003... Linktivity, a division of SpartaCom Technologies Inc., has announced the release of WebDemo 3.0, its latest version of its premise-based Web collaboration software. Available in three versions, WebDemo Express, WebDemo Professional and WebDemo...

Citel Technologies and 3Com introduce high-density Analog Internet Protocol Handset Gateway.(Strategic Alliances ...)
September 1, 2003... Citel Technologies and 3Com Corporation recently announced their intention to offer a new CITELlink Analog Internet Protocol (IP) Handset Gateway targeted for enterprises that rely on traditional analog telephones in their work environments....

Envox Worldwide and Phonetic Systems to partner.(Strategic Alliances ...)
September 1, 2003... Envox Worldwide, a provider of voice-enhanced communications solutions, and Phonetic Systems, a provider of real-time speech recognition solutions, have announced they are entering into a strategic alliance that will include technology...

The Primas Group introduces new product line.(New Products ...)
September 1, 2003... The Primas Group, a provider of call center integration and optimization products and services, has introduced its new CTI Primas-LinkScope product line: Primas-LinkScope CTI Analyzer, Primas-LinkScope CTI Monitor, Primas-LinkScope Monitor...

As readers of this magazine are undoubtedly aware, the FTC's amended Telemarketing Sales Rule goes into effect October 1st, 2003.
September 1, 2003... As readers of this magazine are undoubtedly aware, the FTC's amended Telemarketing Sales Rule goes into effect October 1st, 2003. Through our extensive coverage of this Rule and its implications, the editors of Customer Inter@ction Solutions[R]...

TeleBlock[R] = Do-Not-Call compliance.
September 1, 2003... Call Compliance's patented TeleBlock[R] technology has become the Do Not Call compliance system of choice for major telemarketing operations across the United States. The formula for success for TeleBlock[R] is a simple one--deliver the highest...

From the leaders in outbound calling complaince our soulution: outbound regulatory compliance * is mandatory.
September 1, 2003... Industry experts have identified that DSP-based dialers cannot comply with the new outbound calling regulations. For full compliance (and maximum productivity), turn to the power of the intelligent network. Turn to Castel. Castel delivers...

Concerto software helps customers comply with FTC ... as easy as 1, 2, 3.(Do not fret: educate, operate, demonstrate)
September 1, 2003... WHO CAN YOU CALL? WHEN CAN YOU CALL? SO MANY RULES, SO MANY DETAILS AND SUCH BIG PENALTIES. YOUR BUSINESS JUST GOT A LOT MORE COMPLEX. WE KNOW. WE FEEL YOUR PAIN AND WE HAVE A SOLUTION. SIMPLIFY THE CONFUSING MAZE OF FTC REGULATIONS WITH THE...

Noble Systems offers high-performance contact center solutions for FTC compliance.
September 1, 2003... Noble Systems, a leader in contact center technology solutions since 1985, recognizes the importance of the new FTC regulations for DNC lists, abandonment rate caps, ANI broadcasting, call recording, and calling hour restrictions. These...

Maximize call center performance while complying with the new FTC/FCC telemarketing regulations.
September 1, 2003... Organizations that rely upon telemarketing to solicit new business are discovering that significant technological and operational changes are required in order to comply with the recent changes to the telemarketing rules and regulations....

Ask the CEO: SER's Carl E. Mergele discusses FCC/FTC compliance.
September 1, 2003... What is your company's position on the TSR regulations? SER Solutions, Inc. firmly believes that despite recent concerns regarding the FCC/FTC regulations, our industry will continue to thrive. Clearly, since these regulatory challenges...

ARGI acquires YellowBrick Solutions.(Strategic Alliances ...)
September 1, 2003... Automated Resources Group Inc. an application service provider of subscription and product fulfillment and customer relationship management (CRM) solutions, announced the recent acquisition of YellowBrick Solutions Inc., a marketing automation...

EIG joins Microsoft Speech Partner Program.(Strategic Alliances ...)
September 1, 2003... Enterprise Integration Group, Inc. (EIG) has announced its entry into the Microsoft Speech Partner Program. EIG is an independent consulting firm specializing in improvement of speech and interactive voice response (IVR) self-service solutions....

Elix and Nu Echo to partner.(Strategic Alliances ...)
September 1, 2003... Elix, a specialist in interactive business solutions for contact centers, has announced a new partnership agreement with Nil Echo, which specializes in speech applications development. With this partnership, Elix is expected to be able to...

Chordiant Enterprise Contact Center becomes available.(New Products ...)
September 1, 2003... Chordiant Software, Inc. has announced the immediate availability of Chordiant Enterprise Contact Center. The solution was created to reduce operational costs and increase employee productivity by orchestrating key business processes and...

Vodavi introduces VoIP Networking.(New Products ...)
September 1, 2003... Vodavi Technology, Inc., a provider of traditional and next-generation business telecommunications solutions, has announced the availability of Voice over IP (VoIP) Networking, a service created to unify telecommunications for multiple office...

Debbie may assumes IEX president position. (Happenings ...
September 1, 2003... IEX, a Tekelec company and a provider of contact center workforce management solutions, has announced that Debbie May, IEX general manager, has assumed the additional title of president, IEX Corporation. In addition, May has become a member of...

Peter Caswell joins Enkata Technologies as president and CEO.(Happenings ...)
September 1, 2003... Enkata Technologies, a provider of software solutions to discover improvement opportunities in core business processes, recently announced the appointment of Peter Caswell as president and CEO. Caswell succeeds co-founder Michael Chen, who will...

TargetVision introduces enterprise.(New Products ...)
September 1, 2003... TargetVision, a provider of visual communication systems and services, has announced the latest version of its flagship messaging communication product, Enterprise by TargetVision. Enterprise by TargetVision 3.0 features a state-of-the art...

LocusDialog releases OpenDialog.(New Products ...)
September 1, 2003... LocusDialog recently announced the release of OpenDialog, the open-standard-based version of its auto-attendant and call routing application. Initially released on voice XML, OpenDialog can operate on the LocusDialog Speech Application Server...

etalk opens Sydney office.(Happenings ...)
September 1, 2003... etalk Corporation, a provider of performance management solutions for contact centers, has announced the opening of its new office in Sydney; Australia where Tom O'Sullivan, director of Asia Pacific channel sales, will reside. IDC predicts the...

Northern Ireland's gem wins best Call Center award.(Happenings ...)
September 1, 2003... Northern Ireland contact center gem has been named' best call center at the 2003 Call Center Expo in Orlando, Florida, In choosing gem for the global accolade, judges said that the company had been particularly successful in improving the...

Firstwave launches version 10.(New Products ...)
September 1, 2003... Firstwave Technologies, Inc. has announced the newest version of its Web-based CRM suite, Firstwave Version 10, which is built on .NET architecture. Firstwave version 10 features an integrated development environment (IDE), which was designed...

Succeed Corporation launches iBuilder.(New Products ...)
September 1, 2003... Succeed Corporation, a provider of Web-based tools designed to help small businesses succeed in the Internet age, has introduced iBuilder, a suite of products designed to provide growing businesses the tools they need to create and manage an...

TuVox hires new president and CEO.(Happenings ...)
September 1, 2003... TuVox, a provider of a technology it refers to as Conversational Voice Response (CVR) applications for call centers, recently announced the appointment of Larry Miller as the company's new president and CEO. Miller brings over 25 years of call...

Correction.(Happenings ...)
September 1, 2003... In the Rising Stars Rankings, which appeared in the August issue of Customer Inter@ction Solutions[R], the Web address of Rising Stars winner Synergy Solutions was misstated. The correct address is www.synergysolutionsinc.com. We regret the...

TeleSage updates SmartQuest.(New Products ...)
September 1, 2003... TeleSage, Inc. has announced the release of the newest version of its SmartQuest software, Version 4.5. SmartQuest 4.5 was designed to combine a robust and reliable platform. for interactive voice response (IVR) surveys with new innovations in...

Kanisa announces availability of Kanisa5.(New Products ...)
September 1, 2003... Kanisa Inc., a provider of knowledge-empowered customer service applications, has announced the general availability of Kanisa5, the newest version of the company's application suite designed to increase agent productivity, reduce incident...

iPhrase releases One Step 4.5.(New Products ...)
September 1, 2003... iPhrase Technologies, Inc., a provider of self-service search and navigation software, has announced the release of One Step 4.5, an integrated self-service search and navigation platform designed to deliver answers, not results, by focusing on...

NEC offers BlueFire IX2200 router.(New Products ...)
September 1, 2003... NEC America, Inc. (NEC), a provider of customer premise communications systems, announced the genera] availability of the BlueFire IX2200 router. The new router can help enterprises deliver secure converged voice and data networking from its...

Zultys offers voice, data, fax and video to SMBs.(New Products ...)
September 1, 2003... Zultys Technologies recently announced the immediate availability of its MX250 enterprise media exchange, The MX250 is a single box designed to make it easier for small to medium-sized businesses (SMBs) and branch offices to provide voice,...

BeVocal introduces VoCare.(New Products ...)
September 1, 2003... BeVocal, a provider of managed call automation solutions to enterprises and service providers, recently introduced VoCare, a set of voice-enabled application solutions targeted toward automating customer lifecyle interactions. BeVocal's VoCare...

Inter-Tel introduces Unified Communicator version 2.0.(New Products ...)
September 1, 2003... Inter-Tel Incorporated, a provider of voice and converged communications solutions for small to mid-sized enterprises, has announced the release of its Unified Communicator version 2.0 software, a presence-management and call-handling...

Take the interactive co-sourcing challenge.(Outsourcing)
September 1, 2003... Under pressure to strengthen customer relationships and cut costs, most teleservices managers carefully monitor their contact center services. Looking for greater efficiency, they implement new programs and measure the results. Especially...

Do not call: the gathering storm?(Outsourcing)
September 1, 2003... On July 29th, 2003, the Federal Trade Commission (FTC) released its final rules regarding the fees to be imposed on entities accessing its Do Not Call (DNC) registry. This is the last piece of a complex puzzle that first began being assembled...

Lessons in achieving ROI from your e-service solution.(e-CRM)
September 1, 2003... To read the business press these days, one might think that the road to good customer service is lined with the bodies of failed project managers. Despite a growing amount of evidence that many projects are successful, (1) the popular...

TMC Labs Innovation Awards Part 1.(Call Center/CRM Management Scope)
September 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 nave become more popular--this year we received more than 200 applications! This...

Pittsburgh's call centers: Mister Rogers' new Neighborhood.(RE: locations)
September 1, 2003... What do you think of when Pittsburgh is mentioned? Perhaps smokestacks, foundries and steel mills come to mind. Years ago, that would have been true. Now as they say, "Pittsburgh Is On It." Today, it's more accurate to think of CRM, high-tech,...

The Purdue page: research highlights from Purdue University.(Ask Dr. Jon)
September 1, 2003... Q: Can you tell me exactly, what the 1999 Purdue Survey wanted when asking about percentage attendance in the call center performance metrics section? Does this mean how much time an agent is present at work, excluding sick or other...