Customer Interaction Solutions articles from September 2007

Customer Interaction Solutions archives from September 2007

Contact centers, CRM and VoIP dominate relevant search results on Google.(Publisher's Outlook)
September 1, 2007... 2,210,000,000 Relevant Search Results For Contact Center Services Further Evidence That The Industry IS Alive And Well Why Are Web sites Vitally Important? Because if you are not on the first page of the leading search engines, you...

Who's packing your parachute?(Letter to the editor)
September 1, 2007... Dear Nadji, Every now and then I hear a story that is so great I just have to pass it on to the people I care about. Here it is: Who's Packing Your Parachute? Charles Plumb was a U.S. Navy jet pilot in Vietnam. After 75 combat...

NextNine: improving the customer experience through remote monitoring and support automation.(High Priority)(Interview)
September 1, 2007... The Executive Suite is a monthly feature in which leading executives in the VoIP and IP Communications industry discuss their company's latest developments with TMC President Rich Tehrani, as well as providing analysis on industry news and...

www.tmcnet.com/1040.1: Left Bank releases three new editions of Monet WFM.(Customer Inter@ction NEWS)
September 1, 2007... Left Bank Solutions has released three new versions of its workforce management solution, Monet WFM, each tailored for a specific market segment. Monet WFM Express is designed for contact centers with 15 to 50 agents, Monet WFM Professional is...

www.tmcnet.com/1041.1: Aspect challenging contact center industry to adopt SIP 2.0.(Customer Inter@ction NEWS)
September 1, 2007... Aspect Software recently announced its "SIP Power Through Choice" program, the goal of which is to get the contact center industry to widely adopt SIP 2.0 as the de facto standard for contact center communications. Companies which adopt...

www.tmcnet.com/1042.1: eGain receives EMC docmentum accreditation.(Customer Inter@ction NEWS)
September 1, 2007... CRM solutions provider eGain Communications has received the "Designed for EMC Documentum" logo designation for its eGain Service, a hosted contact center solution which is fully interoperable with the EMC Documentum platform. In order to...

www.tmcnet.com/1043.1: NetSuite turns your iPhone into a 'SuitePhone'.(Customer Inter@ction NEWS)
September 1, 2007... Business execs who are planning to replace their BlackBerry with Apple's new iPhone can rejoice in the fact that the iPhone now supports NetSuite's Enterprise Resource Planning and Customer Relationship Management software. NetSuite's new...

www.tmcnet.com/1044.1: Egypt attempts to become a player in the call center industry.(Customer Inter@ction NEWS)
September 1, 2007... Egypt is looking to make a dent in the international call center market, touting the advantages it holds over call center giant India. There has also been an attempt to convince India to outsource some of its already-outsourced labor to Egypt...

www.tmcnet.com/1045.1; Headsets: eliminating noise in the call center.(Customer Inter@ction NEWS)
September 1, 2007... In the call center, the need to communicate with customers in a clear, consistent and effective manner is a top priority. Along with the need to provide a good customer experience comes the need to reduce noise in the call center. As a solution...

www.tmcnet.com/1046.1: TouchStar gives back to community.(Customer Inter@ction NEWS)
September 1, 2007... Call center solutions provider TouchStar is not just looking to improve customer service in the contact center, it is now focused on improving their community through a new volunteer program for their global employees. While the company's...

www.tmcnet.com/1047.1: CosmoCom fuels VisitBritain's global virtual call center.(Customer Inter@ction NEWS)
September 1, 2007... Recently CosmoCom announced that VisitBritain, Britain's leading tourism agency has successfully built its global virtual contact center using its CosmoCall Universe offering. VisitBritain's global system has thirteen points of presence and...

www.tmcnet.com/1048.1: verint systems' call center solutions portfolios receive multiple awards.(Customer Inter@ction NEWS)
September 1, 2007... Verint recently received multiple contact center industry awards for its Witness Actionable Solutions portfolio of contact center solutions. The company views these recognitions as proof of the tangible value customers continue to receive from...

www.tmcnet.com/1049.1: Thomas L. Cardella & Associates to open new Iowa contact center.(Customer Inter@ction NEWS)
September 1, 2007... The City of Coralville, Iowa, is about to see an economic expansion as Thomas L. Cardella & Associates has announced that it will launch a new contact center there. This new center will bring over 244 jobs and $6.1 million of annualized...

www.tmcnet.com/1050.1: promero releases Smart8 v2.1 to drive intelligent call routing.(Customer Inter@ction NEWS)
September 1, 2007... Promero, an application service provider of Internet call center, CRM and lead management software, has released the latest version of its proprietary software, Smart8 v2.1. This latest release provides intelligent call routing and...

www.tmcnet.com/1051.1: Eagle Conferencing debuts services in India.(Customer Inter@ction NEWS)
September 1, 2007... On the heels of the countries 60th anniversary of Independence, Eagle Conferencing, a provider of conference call / audio web services, has announced they will now offer services in India. These services will include, phone conferencing, IVR...

www.tmcnet.com/1052.1: VPI launches Activ! Performance Suite 4.0.(Customer Inter@ction NEWS)
September 1, 2007... VPI, a provider of integrated interactions recording and proactive workforce optimization (MFO) applications, has announced availability of Activ! Performance Suite 4.0. Comprised of tightly integrated, modular solutions for call recording,...

www.tmcnet.com/1053.1: Loquendo announces company expansion.(Customer Inter@ction NEWS)
September 1, 2007... In a bid to further accelerate its growth and increase profitability, speech technology provider Loquendo has announced new company structure plans that will focus specifically on sales and marketing. Their plan calls for a more focused and...

www.tmcnet.com/1054.1: Aspect Software partners with OpenSpan.(Customer Inter@ction NEWS)
September 1, 2007... A partnership has been announced between Aspect Software Inc. and OpenSpan, the enabler of the new enterprise desktop. This partnership is expected to allow Aspect to use and sell the OpenSpan Platform as part of its Aspect Quality Management...

www.tmcnet.com/1055.1: stream acquires Zomax's Dublin contact center.(Customer Inter@ction NEWS)
September 1, 2007... Stream, a global outsourcing company, has acquired the Dublin-based contact centre operation of Zomax, a media and supply chain solutions company. Located in Santry, the site will become Stream's third site in Dublin. The facility will provide...

www.tmcnet.com/1056.1: CRMXchange launches new Web site.(Customer Inter@ction NEWS)(Website overview)
September 1, 2007... MyCRMexchange.com, the latest innovation from CRMXchange, enables contact center professionals to share proven operational strategies and innovative management approaches with peers throughout the world. The members-only Web site allows...

www.tmcnet.com/1057.1: Vaultus improves HEAT Mobile Help Desk product.(Customer Inter@ction NEWS)
September 1, 2007... Boston-based Vaultus Mobile Technologies, an enterprise mobile software vendor, has announced an improved version of Mobile Help Desk product for HEAT. Based on the Vaultus Mobile Application Platform, Vaultus' new Mobile Help Desk product for...

www.tmcnet.com/1058.1: worldwide SaaS to hit $5.1 billion in 2007, Gartner says.(Customer Inter@ction NEWS)
September 1, 2007... Worldwide total software revenue for software as a service within the enterprise software markets is projected to surpass $5.1 billion in 2007, a 21 percent increase from 2006 revenue, according to a recent study from Gartner. The market is...

www.tmcnet.com/1059.1: Gannett picks Relationals CRM.(Customer Inter@ction NEWS)
September 1, 2007... Relationals, a vendor of customer relationship management (CRM) and sales force automation (SFA) for the publishing and media industry, has announced that Gannett Co. has deployed Relationals CRM to streamline sales operations, increase...

www.tmcnet.com/1060.1: Aspect, OpenSpan announce CRM-related partnership.(Customer Inter@ction NEWS)
September 1, 2007... Aspect Software, a vendor of contact center products, has announced a partnership with OpenSpan to allow Aspect to use and sell the OpenSpan Platform as part of its Aspect Quality Management recording and quality management product. The...

CallCenterComics.com.(Cartoon)
September 1, 2007... [ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED] [c] 2006 By CallCenterComics.com

A systematic approach for improving schedule adherence.(Practical Pointers for Call Center Management)
September 1, 2007... In most call centers, enormous effort goes into forecasting workload, calculating staff requirements, and creating staff schedules. But all that hard work goes down the drain when the frontline staff don't stick to the schedule plan. This lack...

Don't intervene on me.(In the Queue)
September 1, 2007... I see real value in real time analytics for the contact center, particularly in terms of its ability to gather valuable customer information which can be used across the enterprise. But as a former outbound agent from the 1980s, I'm distressed...

eGain: delivering innovative customer interaction hub solutions.(The Boardroom Report)(Interview)(Company overview)
September 1, 2007... 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...

Bartender, creative and original CRM please ... and hold the original.(CRM)
September 1, 2007... What's the one thing all editors want? Besides pictures of Paris Hilton? Easy--something creative and original. To an editor that's one thing: "Dave, do something creativeandoriginal on how to be creativeandoriginal with CRM. 1,000 words....

Five strategies to a great customer experience.(CRM)
September 1, 2007... Everyone is talking about great customer experience. It's practically ubiquitous in most magazine and TV ads. It's the topic of countless articles and books. If only you could order it from a menu and serve it up at the next staff meeting. ...

American companies dialing Bogota for business.(OUTSOURCING TELESERVICES)
September 1, 2007... The number of North American outsourcers setting up call centers in Bogota to offer near-shore services is steadily on the rise, as a number of economic and social factors are continuing to facilitate the unprecedented growth in the Colombian...

Top 5 advantages of performance management in the contact center.(WORKFORCE OPTIMIZATION)
September 1, 2007... Performance management is a powerful element in today's contact center, where an ultra-competitive market has organizations looking for ways to align their goals and achieve excellence. Performance management provides information, using...

March of the SMB solutions.(CONTACT CENTER TECHNOLOGY)(Company overview)
September 1, 2007... The small to medium sized business (SMB) market holds huge growth potential for IP contact center software vendors. The vast majority of businesses fit into this category, and in recent years the SMB market has seen faster and stronger...

The IP contact center roundup.(IP CONTACT CENTER)
September 1, 2007... Remember the call centers of the early 1980s? They were nothing more than rows of cubes, each with a standard phone connected to a PBX and not much else. No computers. No headsets. You just picked up the handset and dialed. Today, thanks...

The 2007 Customer Interaction Solutions TMC Labs Innovation Awards.(SPEECH TECH)
September 1, 2007... Considering call centers have existed for more than 30 years you'd think innovation within the call center industry would slow to a trickle. However, call centers are always looking to squeeze just a little more efficiency and productivity out...

Supervisory/quality monitoring for the contact center.(Ask The Expert: A Special Editorial Series Sponsored By Interactive Intelligence)
September 1, 2007... Q: I've been researching some of the new quality monitoring solutions now on the market, and they're each impressive in their own way (including a couple from vendors our contact center currently works with). But I'd like your opinion. What...