Customer Interaction Solutions articles from September 2006

Customer Interaction Solutions archives from September 2006

Call Center 2.0: www.callcenter20.com.(Publisher's Outlook)
September 1, 2006... Finally A WORLD-CLASS EVENT Featuring WORLD-CLASS SPEAKERS And GLOBAL ATTENDEES Sponsored By CUSTOMER INTER@CTION SOLUTIONS[R] The magazine that pioneered, educated, developed and marketed the contact center industry since 1982....

Salesforce.com: leading the way to CRM 2.0.(High Priority)
September 1, 2006... Over the years, I have had many terrific opportunities to interview Marc Benioff of Salesforce.com, and write about both him and the company he leads. So it's funny (though not unusual in these days of 24-7 digital media) that I had never met...

The TMC Seal of Approval.(2006 Recommended Vendor)
September 1, 2006... The following Recommended Verdors have distinguished themselves by winning one or more of TMC's coveted awards, earning them the TMC Seal of Approval. CRM/Contact Center Software/Hardware Aspect Software Co-Nexus, Inc. etalk...

Spectrum releases new features to UltraLink.(Customer Inter@ction NEWS)(Spectrum Corporation)(Brief article)
September 1, 2006... Spectrum Corporation, a company that specializes in real-time analytic and reporting solutions, has announced the availability of new features for Ultra-Link software. Ultra-Link now includes an XML interface and increased security. Ultra-Link...

Genesys sees "the tipping point" for IVR technology.(Customer Inter@ction NEWS)(Genesys Telecommunications Laboratories, Inc.)(Brief article)
September 1, 2006... The long awaited transition from older IVR technology to open software-based platforms is gaining strength this year, and Genesys Telecommunications Laboratories, Inc., an Alcatel company, has said that it now expects new voice portals to...

Amcat ships new soft IP-PBX functionality.(Customer Inter@ction NEWS)(Brief article)
September 1, 2006... Amcat, a provider of customer care and interaction solutions, has announced that is has begun shipping a soft IP-PBX solution that operates with and broadens the capabilities of the company's Contact Center Suite product. The solution was...

IBM and dtms Solutions forge marketing agreement.(Customer Inter@ction NEWS)(Brief article)
September 1, 2006... dtms Solutions and IBM have announced that dtms will market IBM WebSphere Voice Server speech recognition solutions to enterprises, tying their customers' transactions to related systems through a service-oriented architecture (SOA). IBM...

Sento introduces its Customer eXperience Platform.(Customer Inter@ction NEWS)(Brief article)
September 1, 2006... Sento Corporation recently announced that its patent-pending software-as-a-service SaaS solution, Customer Experience Platform (CXP), has proved successful in pilot programs. CXP is a rules-engine that aims to optimize Web sites providing rich...

Telrex introduces CallRex Agent Evaluation.(Customer Inter@ction NEWS)(Brief article)
September 1, 2006... Telrex, a developer of VoIP call recording and monitoring software for small and medium-sized businesses using IP-PBXs or hosted PBX services, has announced the release of CallRex Agent Evaluation, a solution designed to provide small and...

TransUnion to acquire Qsent.(Customer Inter@ction NEWS)(Brief article)
September 1, 2006... TransUnion has announced that it has signed a deal to acquire Beaverton, Oregon-based Qsent, a provider of contact and identity management services that support customer acquisition and retention, collections and recovery and identity...

AcxiomTeams with SAP.(Customer Inter@ction NEWS)
September 1, 2006... Acxiom Corporation has announced that company leader Charles D. Morgan, together with Bill McDermott, President and CEO of SAP Americas, has unveiled how the two companies intend to jointly market Acxiom's ability to deliver a single, accurate,...

Eloqua releases Summer 2006 Conversion Suite.(Customer Inter@ction NEWS)
September 1, 2006... Eloqua Corporation, a supplier of automated demand generation software and services for b-to-b marketers, has announced the Summer 2006 release of Eloqua Conversion Suite. The Summer 2006 product release of Eloqua Conversion Suite was designed...

Aspect enhances eWorkforce Management.(Customer Inter@ction NEWS)(Aspect eWorkforce Management)(Brief article)
September 1, 2006... Aspect Software, Inc. has announced that Aspect eWorkforce Management has a redesigned user interface for easier navigation; offers enhanced support for outbound and blended contact center environments in addition to its existing inbound...

Report hails Dubai as a finance and accounting outsourcing hotspot.(Customer Inter@ction NEWS)
September 1, 2006... A new report by FAO Research, Inc., which covers the finance and accounting outsourcing (FAO) market, predicts that Dubai will soon emerge as a major services geography to supply the talent, economic enhancements and quality-of-life...

Nuance and ClickFox partner.(Customer Inter@ction NEWS)(Brief article)
September 1, 2006... Nuance Communications, Inc., a provider of speech and imaging solutions, has introduced a Nuance consumer insight solution powered by software from ClickFox, which specializes in customer behavior intelligence. In addition to a reseller...

Envox teams with Volt Delta Resources.(Customer Inter@ction NEWS)(Envox Worldwide)(Brief article)
September 1, 2006... Envox Worldwide, a vendor of voice products, has teamed with Volt Delta Resources, LLC, a standards-based voice application hosting services and a wholly owned subsidiary of Volt Information Sciences, Inc. to introduce the Envox OnDemand hosted...

CallMiner launches Speech Tools.(Customer Inter@ction NEWS)(Brief article)
September 1, 2006... Speech analytics software provider CallMiner has announced the launch of "SpeechTools," an application designed to make it easier to customize the CallMiner Analytics Suite by tuning to any language, terminology or acoustic environment....

NICE unveils new capabilities for compliance, analytics and VoIP.(Customer Inter@ction NEWS)
September 1, 2006... NICE Systems recently announced new capabilities, including state-of-the-art speech analytics, new VoIP technologies and a regulatory compliance and risk management suite. The new capabilities are part of NICE Perform. [ILLUSTRATION...

Onyx acquired by M2M Holdings Inc.(Customer Inter@ction NEWS)(Brief article)
September 1, 2006... A proposed merger announced between M2M Holdings Inc. and Onyx Software Corporation has been finalized. M2M is a holding company jointly owned by Battery Ventures VI and Thoma Cressey Equity Partners; its primary asset is Made2Manage Systems,...

West Interactive launches natural language speech solutions.(Customer Inter@ction NEWS)(Brief article)
September 1, 2006... West Interactive, a division of West Corporation, has announced the national rollout of its natural language speech solutions as part of its suite of services. West Interactive has already launched several customized large-scale client...

Porticus announces triple-factor voice authentication.(Customer Inter@ction NEWS)(Porticus Technology Inc.)(Brief article)
September 1, 2006... Porticus Technology Inc., a provider of voice biometric solutions, has announced the launch of Versona, a family of voice authentication solutions for use in IVR and embedded systems that offers triple-factor authentication for maximum...

Interactive Intelligence offers Interaction Dialer 2.4.(Customer Inter@ction NEWS)
September 1, 2006... Interactive Intelligence recently announced that it has launched Interaction Dialer, the company's standards-based outbound dialing system that offers power, preview and predictive dialing, outbound campaign management and inbound/outbound call...

CallCenterComics.com.(Cartoon)
September 1, 2006... [ILLUSTRATION OMITTED] www.CallCenterComics.com [c] 2006 By Ozzie Fonseca

Effective customer service requires not just knowledge, but insight.(Innovative Ideas From The Customer Contact Experts: A Special Editorial Series Sponsored By West Corporation)
September 1, 2006... Striving For Excellence Achieving the highest quality customer service is an exercise in vigilance. Having the best people, cutting-edge technology and time-tested protocols is certainly helpful. True excellence, however, is not simply a...

Want to deliver converged, bundled, integrated services? Pay attention to CRM.(CUSTOMER RELATIONSHIP MANAGEMENT)
September 1, 2006... Communications service providers: Want to get consumers to go for your bundled offerings of fixed and wireless phone, DSL broadband and video services? Better pay attention to your CRM databases, among other things. [ILLUSTRATION OMITTED]...

Workforce management: the contact center's easy button?(WORKFORCE OPTIMIZATION)
September 1, 2006... Workforce management technology has a profound impact on the day-to-day lives of the people working in the contact center. It defines agents' working hours, when they take breaks, lunches, attend training or go on vacation. The ripple of change...

Instantly improve contact center performance.(WORKFORCE OPTIMIZATION)
September 1, 2006... Managing customers is a hugely complex task for large corporations. In fact, the larger the organization is, the more removed decision makers become from customers. There is a complex maze of service and product offerings that customers wish to...

Case study: an Rx for healthcare communication; Outsourcing and offshoring Medicall call centers for competitive advantage.(MANAGEMENT SCOPE)
September 1, 2006... There is a chronic condition plaguing the U.S. healthcare industry, with no cure in sight: a shortage of qualified nurses. For the first time ever, the U.S. Department of Labor, in its February 2004 Monthly Labor Review, cited registered nurses...

TMC Labs Innovation Awards 2006: Part I.
September 1, 2006... The TMC Labs Innovation Awards are now in their seventh year, and still TMC Labs is amazed at the continual innovation being brought to market in the contact center space to improve training, increase morale, reduce turnover, increase...

Introducing Call Center 2.0.(Last Call)
September 1, 2006... The goal of the call center in its earliest days (besides keeping the HR department in a constant frenzy due to the more than 100 percent annual turnover in early call centers) was automation. Early solutions allowed call center managers and...