Recently added articles from Customer Interaction Solutions:
Do you have a sales prevention department in your company? Part I.(Publisher's Outlook)
Oct 01, 2009; Tehrani, Nadji ... Back in the February 1994 issue of Telemarketing magazine (the parent publication of this magazine), I wrote an editorial with the above title. Since then, I have received several inquiries about this very important topic. In fact, as recently as last week, we had yet another request for a ...
Broadsoft: the 800-pound call center gorilla.(High Priority)
Oct 01, 2009; Tehrani, Rich ... In the year 2000 when society was in the midst of realizing how technology and the Internet in particular was going to change the world, I noticed there was a need by companies and carriers to better understand the hosted communications space. There were a number of companies with very ...
Marketing today.(Innovative SOLUTIONS)
Oct 01, 2009; Wagner, Chris ... In our unpredictable economy, a focused marketing plan is more important than ever. Usually, a small to mid-level business won't have its own marketing department, because it's just not the company's core business. When partnering with a direct marketer, your business gains marketing ...
One year after the meltdown: lessons learned for call centers.(Headset)
Oct 01, 2009; Dawson, Keith ... A year ago, prospects for a bright 2009 in contact centers were looking pretty bleak, let alone a happy 2010. In retrospect, there were a lot of good reasons to be fearful, but it does look like the customer service industry has dodged a bullet. There were not mass layoffs, centers closing ...
Planning for action.(CALL CENTER Technology)(Company overview)
Oct 01, 2009; Read, Brendan ... When many businesses are struggling to survive, there may be irony in investing in truly effective business continuity also known as disaster response planning, tools and testing. Yet without them if or more likely when a disaster strikes organizations risk being pushed further to the ...
Convergys.(CUSTOMER INTER@CTION NEWS)(Brief article)
Oct 01, 2009; ... Convergys (www.convergys.com) has launched two new inbound and outbound IVR solutions. The Intelligent Self-Service is unique in chat unlike other inbound products that use intelligence to simply route customers to the appropriate agents it follows them through their entire interaction ...
Interactive Intelligence.(CUSTOMER INTER@CTION NEWS)(Brief article)
Oct 01, 2009; ... Interactive Intelligence (www.inin.com) has made audio conferencing such as between contact centers and with key customers and suppliers much easier. It has added call scheduling, recording, and reporting to its Interaction Conference 3.0 solution. The tool eliminates per-minute charges, ...
InteQ.(CUSTOMER INTER@CTION NEWS)(Brief article)
Oct 01, 2009; ... InteQ (www.inteqnet.com) has upgraded its InfraDesk help/service desk solution. It has enhanced the product's service level management functionality to automatically recognize the severity of a ticket based on its content and follow the service level agreement in place. It has simplified ...
Noble Systems Corporation.(CUSTOMER INTER@CTION NEWS)(Brief article)
Oct 01, 2009; ... Noble Systems Corporation (www.noblesys.com)'s new Noble SIPhony, the firm's newest generation SIP platform enables TDM and hardware-based telephony platforms to smoothly migrate to a SIP environment altogether or in part. This server-based solution supports contact center environments ...
Nuance Communications.(CUSTOMER INTER@CTION NEWS)
Oct 01, 2009; ... Nuance Communications (www.nuance.com) has introduced Nuance Vocalizer 5, a next-generation text-to-speech engine. It delivers enhanced accuracy and reliability by blending TTS with pre-recorded audio for seamless conversations with callers. Nuance Vocalizer 5 also simplifies application ...
Smoothstone IP Communications.(CUSTOMER INTER@CTION NEWS)(Brief article)
Oct 01, 2009; ... Smoothstone IP Communications' (www.smoothstone.com) new Intelligent Call Center Hosted Contact Center Solution Version 3.2 is equipped with access to real-time queue/call statistics, taskbar alerts and the ...
Speech analytics, audio software vendors gaining traction.(CUSTOMER INTER@CTION NEWS)
Oct 01, 2009; Harrison, Erin E. ... Speech analytics and software vendors are seeing an uptick in adoption, which many industry leaders attribute to the economic fallout, calling for companies to become more cognizant of expense management and consequently search for the best ways to tune in to their customer base. ...
Zeacom's unified communications strategy.(Cover story)(Company overview)
Oct 01, 2009; Read, Brendan ... Ernie Wallerstein, Zeacom's president, Americas, has been taking into the corporate, analyst, and media streets a very simple message about unified communications: It is neither a technology nor a bundle of technologies, but rather a strategy. [ILLUSTRATION OMITTED] ...
Managing workforce needs.(WORKFORCE Optimization)
Oct 01, 2009; Read, Brendan ... If your contact center does not yet have a workforce optimization solution, whether a pre-packaged or integrated suite from a single or partner consortium of suppliers, hosted by suppliers or by third-party providers, or one integrated from best of breed products, do so. ...
Leveraging technology to expand your agent pool.(Ask the EXPERTS)
Oct 01, 2009; Passios, Tim ... In last month's Ask the Experts column, we discussed best practices for routing calls in order to maintain customer satisfaction. We talked a little about LIFO vs. FIFO and touched on the value of making customers happy so they'll continue to come back. This month, I'd like to focus a bit ...
Moving your contact center forward.(CRM, BPO & Teleservices)
Oct 01, 2009; Read, Brendan ... Customer care can be compared to a vehicle. If so then customer relationship management is analogous to the engine, routing to the transmission, differential, and axles, and customer interaction management to the wheels. If customer care is to run smoothly all of these components must be ...
How will the healthcare debate impact contact centers?(On The Line)
Oct 01, 2009; Searcy, Tim ... Between the approximately 86 percent of the contact center work that is done in-house and the rising tide within the outsourcer market, health benefits are being offered to the vast majority of contact center employees and at least in part, are paid for by employers. The debate continues ...
IT EXPO West: a retrospective.(SPECIAL FOCUS)
Oct 01, 2009; Linask, Erik ... Speakers, exhibitors, and attendees at ITEXPO West, held Sept. 1 to 3, 2009 in Los Angeles proved once again why this event, with ITEXPO East planned for Jan.20 to 22 in Miami, are the preeminent venues to learn about the latest in communications technology. [ILLUSTRATION ...
2009 TMC Labs Innovation Award winners, part II.(AWARDS & Recognition)
Oct 01, 2009; Keating, Tom ... Last month we listed the winners of the prestigious TMC Labs Innovation Awards. Here are the summaries on these unique and meritorious products and services. The complete article can be found at: http://tmcnet.com/17174.1. Angel.com Angel.com SupportbyFone with ...
Prescriptions, not rhetoric, to improve healthcare.(Logout)
Oct 01, 2009; Read, Brendan B. ... Bring money and mortality together and you have an unstable mix. The more important these values and issues are in a society the greater the likelihood the discussions and debates blow up in the smoke and fire of self-interest. [ILLUSTRATION OMITTED] That is the sad ...
