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Connections Magazine News
May 2005
CCNG
Announces Partnership with Customer Relationship Metrics
CCNG has established a
partnership with Customer Relationship Metrics to provide a real-time caller
survey as part of its expanded Corporate
Membership package. Readers of Connections Magazine
are
automatically qualified for a first-year CCNG Individual Membership,
with an opportunity
to upgrade to a Corporate Membership and take advantage of this program. This
exclusive program is a $4,500 value.
Through this new member
benefit program, Customer Relationship Metrics will provide CCNG Corporate
members a one-time use of their Completely
Automated Telephone surveys (CATs®) service. The
survey will enable CCNG Corporate Members to implement a real-time survey of 400
customers to understand and analyze "first call resolution."
With CATs®, the automation
allows users to
collect Voice of the Customer feedback real-time (immediately after an
interaction or via an invitation) that is statistically reliable and valid. This
will give you an opportunity to distill complex data to determine practical,
cost-effective solutions that increase your bottom line.
In most cases, CAT surveys can do everything a telephone interview does
while completing many more interviews at a lower cost!
To
take advantage of this program, contact CCNG at membership@ccng.com, or call 800-840-2264.
SNUG
to Highlight "Agent Training the Right WayTM" in St. Louis
An agent training video,
"Agent Training the Right Way," has been written for telemessaging agents by
those inside the telemessaging industry. SNUG
(Startel National Users Group ) will be demonstrating the "Agent Training The
Right Way" DVD along with its other non-platform specific products at the
upcoming ATSI conference June 22-25, 2005 at the St Louis Hyatt Union Station.
Utilizing ATSI Award of Excellence techniques, this four section video series will
relieve training headaches in dealing with the mundane, but extremely important
issues of the important role played my telemessaging companies and teleservice
agencies. Both good and bad calls are demonstrated then analyzed, with
praise or correction where necessary, to help agents both new and experienced,
understand that the "voice" they put forward represents both the client and
their employer.
TUNe
and STA to Coordinate Fall Conferences
The Telescan Users Network (TUNe)
and the Southern Telemessaging Association are joining together to host the back
to back Annual Fall Conferences for both groups at the Royal St. Charles hotel
in New Orleans, Louisiana September 28 to October 2, 2005.
STA President Angela Kinder
noted, "This is a wonderful opportunity for both groups to get to know one
another better as well as to mutually benefit from each others energy.''
In reference to the combined meeting, TUNe President, David Peck added,
"I believe that it will be a win/win situation for both STA and TUNe."
For
more information, contact Daniel L'Heureux at 800-475-0857.
ASTAA Convention Scheduled for October
The Atlantic States Telephone Answering
Association's (ASTAA) 2005 Convention will be held October 11-13, 2005 at the Ramada Inn BWI Key West Conference Center; it is approximately five miles from BWI
(outside Baltimore, MD). Donna
West, convention chair, has planned a program with emphasis on topics of
interest to managerial personnel (supervisors, managers, and owner-operators).
Vendors will be highlighted at a cocktail party in the exhibit room.
There will be time for an exchange of ideas and fun time.
Mark your calendar for October 11-13, 2005.
For
more information, call 800-718-1712 or email astaan@mindspring.com.
Professional Teledata Releases Account Setup Program
(5/05)
Professional Teledata announced a new program to
input and maintain telemessaging accounts on the PInnacle Telemessaging
System, Pinnacle Management Program Ver. 7.0. The new program is designed to
facilitate the inputting and setup of new and existing accounts to take
advantage of the advanced features the PInnacle offers. Improvements include
the ability to work on multiple accounts simultaneously, ease of navigation
within an account, and an improved and consistent user interface.
"Except for startup operations, any
purchaser of a new telemessaging system from a different vendor is faced with
the task of inputting their entire account base in to the new system,"
said Allen Kalik, President of Professional Teledata. "To date, because
PInnacle was originally conceived as an extension of the PI-2000 system,
navigating between and within accounts was neither always intuitive nor
painless. Therefore, we decided to start with a clean slate and re-wrote the
entire user interface from the ground up. We anticipate the new program will
yield a 25 to 35 percent reduction in the time required to setup and enter
data for a new account."
For more information, contact Karen Black at
800-344-9944 x112.
Amtelco
Celebrates 30 Year Anniversary
Amtelco is celebrating 30
years serving the telecommunications industry.
Bill Curtin founded Amtelco in 1975, who embodied the company's spirit
of innovation. He invented the
Telesignal, the first phone line concentrator/identifier, in 1951.
The Telesignal identified which customer's phone was ringing and
reduced the number of lines between the telephone company and the TAS, cutting
line costs by over 90 percent. Curtin
received a US patent in 1954 and a Canadian patent in 1956.
In 1991 Curtin was inducted into the ATSI National Hall of Fame.
Today, Amtelco equipment is
in operation in all 50 of the United States and in more than 20 other countries.
Millions of telephone calls a day are processed by Amtelco systems
throughout the world.
Amtelco has three divisions:
-
The Call Center Innovations
Division is a leading provider of telemessaging equipment and systems to the TAS
and call center industry.
-
The 1Call Division specializes in
offering communication solutions for healthcare and higher education facilities.
-
The Amtelco XDS Technologies
Division designs, manufactures, and markets several lines telecommunications
switching boards.
For
more information on Amtelco's 30 year history, contact Amtelco at 800-356-9148
or send an email
to info@amtelco.com.
Telescan
Appoints New Director of Business Relations
Nicholas J. Naimo has been
named Director of Business Relations and Operations at Telescan.
Naimo joined Telescan's development team in 2001.
He was instrumental in developing Telescan's Spectrum Messenger instant
messaging program.
In announcing the new
position, Roger Young, President of Telescan, said, "The addition of this new
position demonstrates Telescan's commitment towards excellent customer
satisfaction and continuous improvement in our business operations.
Nick has a broad range of experience in computer technology, programming,
and management skills and has an intuitive awareness of our customers' needs
make him a natural choice for this position."
Before joining Telescan,
Naimo served as Executive Vice President of Hyundai Electronics America, a California based computer and electronics company.
To
find out more about Telescan, call 800-770-7662.
Multisuns
Introduces 8
Port
Conference
Bridge
Multisuns,
a developer of recording and telephony products since 1985, has introduced a
full featured 8 port meet-me conference bridge. The model CL-800 is a
simple plug and play bridge. The bridge will connect analog lines to eight
people simultaneously. Participants enter a password to join the
conference. Participants can dial into the bridge or the chairperson can
dial out to reach participants automatically. The bridge has a recorder
output jack. While conducting a conference meeting, users can pair with MSN
Messenger to send data such as word files or Excel files to the participants.
This inexpensive bridge is now available from VLR Communications.
Professional Teledata Releases End-User Internet Access
for PInnacle
Professional Teledata released PInnacle Web
Interface (PWI) for the PInnacle Telemessaging System. PWI permits
telemessaging clients to access messages and on-call tables (schedules) using
a standard Web browser. The displayed page may be customized to include the
call center's logo and other marketing related information. Access and
security is strictly controlled by username and password requirements as well
as configurable timed logouts.
With PWI, clients can access their account
within the PInnacle System, view or print messages and message history, and
optionally change the message's status to "delivered." On-call
schedules (PInnacle permits multiple schedules per account) may be created,
accessed, viewed, or modified based upon the security level of the client.
In addition, clients can generate custom reports
with full access to their message database. Custom report development, using
standard reporting tools such as Crystal Reports, may be done by the client,
call center staff, or Professional Teledata. PInnacle Web is scheduled to be
delivered to all PInnacle installations as part of their standard monthly
maintenance program.
Contact Karen Black 800-344-9944 x112 for more
information.
Telescan
Expands Website to Better Serve Customers
Telescan recently introduced
a new, updated Website to stay in step with a barrage of recent product updates
and new programs. The additions to the new site include Telescan's Customer
Support Program, Tech Updates, user manuals, the new Spectrum Data Saver
Program, and user testimonials.
"Telescan is committed to
making information on our systems as easy as possible to access," stated
Robert Riggs, Jr., Telescan's Director. "We
are constantly looking for better ways to offer this information and keep our
users updated on our constant stream of new product developments.
Making more information available through our Website helps us serve our
customers better and provide more information to the telemessaging market."
Call Telescan at 800-770-7662 for more information.
Amtelco
Introduces Online Client Management Intelligence
Amtelco announced the launch
of the Amtelco online Client Management Intelligence (CMI).
Call centers can use CMI to keep track of communication with clients or
prospects and establish a system of measuring, monitoring, and increasing client
satisfaction. Major advantages
include the collaborative elements, which allow for viewing and scheduling
client contact activities for call center staff and give access to phone calls
and email messages sent to clients.
CMI offers two software
products: CMI Call Center and CMI Infinity.
CMI Infinity allows call centers to provide marketing services to their
clients, such as phone or direct mail campaigns. CMI Call Center provides a tool for call centers to control
their own business development.
CMI Call Center and CMI Infinity both track contact activities
including: phone calls, quote activity, meetings, service calls, billing
inquiries, information requests, brochure mailings, emails sent, and training
sessions or calls. CMI contact
history can be searched by date, salesperson, sales territory, and company.
CMI is available as a purchased or hosted client management solution.
For
more information, contact Amtelco at 800-356-9148 or send an email
to info@amtelco.com.
AnswerNet
Network Featured in Marketing Playbook
The
AnswerNet Network has been featured as a key business find by marketing guru
John Fox, author of Marketing
Playbook: The Manual for Growing Organizations—102 of the Best Marketing Plays
to Get Your Sales Team Across the Goal Line.
Fox challenges executives to step into their customer's
shoes. He writes, "Call your
office seeking an answer to a typical question a customer might ask.
Then ask yourself if you would have been better served had a live
operator answered." Give your
customers what they deserve, a real person to speak with after office hours or
on overflow 24/7. Fox explains that
AnswerNet is able to share the load to give sales companies as much or as little
help as they need.
The
book is the first self-empowering marketing book published with realistic
tactics, candid coaching points, accurate budget information, and even visual
samples of marketing "plays" which allow readers to execute these tactics
themselves in the real business world. The book is available now and is $37.97.
Beryl
Acquires Call
Center
Service
Agreements From FCG
The Beryl Companies, a
national health care-exclusive customer interaction center, has purchased the
call center services agreements from Coactive Systems Corporation, a wholly
owned subsidiary of First Consulting Group (FCG).
The sale was completed February 2, 2004. Approximately
30 Coactive clients who contracted with the company for outsourced physician
referral, health information, class registration, outbound marketing, and
telephone nurse triage services will now be served by Beryl.
"We are excited to be able
to complete this transaction that will expand our client base and our geographic
reach across the country," said Paul Spiegelman, CEO of Beryl.
"This business acquisition is in line with our carefully planned future
growth strategy. We look forward to
bringing Beryl's recognized customer service standards to these health care
organizations and to the patients and the communities they serve."
Luther Nussbaum, Chairman
and CEO of FCG said, "We approached Beryl, who, in our opinion, was in the
best position to offer our call center service clients the highest level of
quality service available in the industry today.
We are pleased that we have been able to complete this transaction."
STI
Acquires India-based Symphony Data
STI Knowledge (STI) announced it has
acquired Symphony Data, an India-based business process outsourcing (BPO)
company with offices in
Hyderabad.
The acquisition is integral to STI's strategy and enables the
Atlanta-based provider of BPO services to offer healthcare administration,
claims processing, customer interaction, technical help desk, and other vertical
industries' knowledge-based services through a blended-shore delivery model.
By combining forces with Symphony Data, STI can offer on-site, off-site
(on-shore) and now, off-shore BPO services, providing more delivery options to
accommodate all customer needs and budgets.
"This acquisition is a key strategic
initiative for STI
Knowledge," said Satish Sanan,
STI
executive chairman, president, and chief executive officer. "We are focused on
improving our customers' business performance and profitability.
Offering an off-shore option is a significant step in delivering on that
vision, and helps us proactively meet demand for quality
BPO
services
for the benefit of our growing client base in this increasingly important market
space."
Ram Davaloor, currently the chief
operating officer of Symphony, will join STI Knowledge as a member of their
executive management team. "We are
extremely pleased to be part of STI," he said.
Appletree Founder Ratliff
to Lead Seminar for WSTA in Vegas
Successful telemessaging
entrepreneur John Ratliff will be the featured guest at a Western States
Telemessaging Association (WSTA) seminar on sales and marketing on May 3, 2005. Named
one of the fastest-growing private businesses in America by Inc. magazine on its 23rd annual
Inc.
500 list, John will share his experience and business acumen with seminar
participants to help them learn how to manage a successful sales program for
Telephone Answering Service (TAS) and how to grow a TAS. He will also lead
attendees in a discussion about effective advertising, staffing and other
challenges for the industry.
"It's an honor to share
information," said Ratliff. "Working together is a great way for the
industry to enhance its professional image."
Appletree has grown rapidly
in recent years with the purchase of Florida-based Johnson Communications and
Answer Xact, based in Maine, as well as the acquisition of nearly 75 percent
of Delaware's Christiana Care Health System in-house
answering service.
What Shape Are Your IVR Prompts
In?
FutureCom Technologies wants
to help companies get their IVR systems in top shape – by listening to their
IVR prompts. Typically, companies invest thousands of dollars in IVR, but many
overlook the only part that is noticed by callers – the voice prompts.
"Companies may try to save money by recording their own prompts using a
staff person or by using older prompts that may not match with the current
application prompts, but both of these routes can result in prompts that are
below quality expectations," said Sedat Gokcen, COO of FutureCom Technologies.
That's why they've
developed a checklist and a promotion to help companies get high quality prompts
– ones that are specifically recorded for telephony systems.
Here is a checklist of things to consider when evaluating your IVR voice
prompts:
All are signs that your IVR
prompts need to be re-recorded.
For
more information about FutureCom's Voice Prompt Health Check promotion, email Jeanne
Gokcen
at jmg@futurecti.com.
ICMI
Reports on Call
Center
Staffing Issues
Most
call centers do not offer a formal skill path to develop agents and allow them
to earn more, according to a new survey report by Incoming Calls Management
Institute (ICMI) Inc. The report,
which surveyed 848 call center leaders across industries, found that only 38.3
percent of call centers have a formal skill path in place for agents and just
over half (51.2 percent) offer a formal career path.
More
than half (59.7 percent) of respondents reported a variety of organizational
obstacles that have hindered the development of these programs.
Lack of funds (48.5 percent) was the top obstacle, followed by 47.1
percent who cited having a flat organization with limited advancement
opportunities.
"In
too many call centers, the agent job is still viewed as a dead end job – and
in many centers, that viewpoint is a reflection of reality," said ICMI's
Rebecca Gibson. "If we are going
to address the challenges our call centers face, we need to create a challenging
work environment that includes real opportunities to grow and advance."
Additionally, the majority
(63 percent) of centers surveyed offer performance incentives and rewards to
agents, with the most common one being gifts/merchandise (71.2 percent); cash
incentives (69.2 percent); awards (67.4 percent); movie/gift certificates (67.4
percent); and public recognition (66.4 percent).
Most (77.4 percent) of responding call centers reported
average hourly wages (for all agents) of at least $11; 26.9 percent paid hourly
wages of $11.01-$13; 26.2 percent paid $13.01-$15; and 24.3 percent paid their
agents more than $15.
The Agent Staffing and Retention Study II: Final Report may be purchased from ICMI at $109.65 for members and $129 for
non-members. For more information, call 800-672-6177.
D'Ausilio
Wants to "Wake Up Your Call
Center"
As
callers face longer waits, bad attitudes, and technology problems, company
customer retention rates are negatively affected, leading to disaster in today's
global economy. "We have lots of
talk covering technical information and training, software, hardware, new
systems – a whole new language, in fact. But
what about the people? They are too
often dropped out of the picture as people, and I want to call this to your
attention because we, the people, make the difference!" said Rosanne D'Ausilio,
president of Human Technologies in Carmel, New York and the author of Wake
Up Your Call Center: Humanize Your Interaction Hub, now in its fourth
edition.
In
Wake Up Your Call Center, (ISBN: 1-55753-387-3) D'Ausilio outlines a program for change
to verify "the human" as the key to all caller interactions by defining the
training imperative as the focus to improving customer relationships and
long-term corporate growth and success. D'Ausilio
is an industrial psychologist and consultant, holding a doctorate from California Coast University.
Over the last twenty years, she has provided needs analyses and
customer-designed training to create profitable services.
BenchmarkPortal
Investigates Headset Management
Effective
headset management at call centers is an often overlooked endeavor that will not
only result in improved agent job satisfaction and increased customer
satisfaction, but in cost savings worth pursuing.
This is according to "Best Practices in Headset Management in Call
Centers," recently released research from BenchmarkPortal. Conducted in
February 2005, this research was sponsored by Plantronics, a headset
manufacturer.
BenchmarkPortal's
research was based on two separate, but related, surveys that used consistent
criteria to collect headset management practices information.
The first survey focused on gathering data on the call center itself; the
second survey focused specifically on headset selection criteria and headset
budget matters.
The
report finds that although many call center agents are satisfied with their
current headset technology, only slightly more than one-third of the centers are
using current technologies like USB and Bluetooth while less than one half of
centers that use wireless headsets. BenchmarkPortal
also found there is a lack of training in proper use and storage of headsets.
Don't
ignore the importance of headsets and effective headset management systems.
Consider the reading of this Best Practice Report.
Smart
Telecom and Conveyant Enter OEM Agreement
Smart
Telecom, a developer of automation tools for small contact centers and help
desks, announced an OEM agreement with Conveyant Systems for the worldwide
distribution and sale of its flagship product QSD-2005 2.1, an automatic call
distributor (ACD) performance reporting solution built specifically for smaller
contact centers with five to 100 agents. QSD-2005
2.1 allows small centers to access real-time and historical performance
management data.
The
software-only installation results in no down time for the contact center and
eliminates expensive hardware installations. QSD-2005 2.1 is currently enabled
for Nortel Centrex DMS 100 and Nortel Meridian 1, with versions for Nortel
Business Communication Manager (BCM) and Nortel Symposium currently in trials
with customers.
"QSD-2005
2.1 complements our product portfolio very well," said Tim Kenyon, President
of Conveyant Systems. "We are very
excited about this opportunity to reach new markets with our product," added
Robert Koblovsky, CEO, Smart Telecom.
Gryphon
Introduces Integrated Compliance/Contact Management Platform
Gryphon Networks announced
an integrated management platform called the Integrated Compliance and Contact Management Platform (ICCMP),
designed to help call centers achieve regulatory compliance.
Gryphon Networks' platform solution eliminates compliance risk and
enables companies to replenish lost qualified prospects with patented, automatic
preference management technology. This
technology is wrapped into Gryphon Networks' Integrated Compliance and Contact
Management Platform, integrating all customer contact methods (i.e. direct mail,
inbound call center, outbound call center, fax, telephone, email, and the Web)
into a modular, centrally managed, and platform.
"The ability to maintain
compliance and at the same time fully leverage marketing and sales investments
to most productively implement direct sales campaigns has proven to be an
enormous challenge for most companies in an increasingly restrictive and complex
regulatory environment," said Keith Fotta, CEO and President of Gryphon
Networks.
For
more information, contact Gryphon Networks at 866-366-6822.
Envision Launches
Business Consulting Group
Envision Telephony, Inc.
announced its new business consulting service, designed to help companies
achieve a maximum return on their technology investment by providing
interactive, results-oriented sessions for tackling real-life contact center
challenges. Heading up the group is
Connie Smith. Smith brings more than
20 years of contact center and consulting experience to the group.
"Envision has been doing
this for years with its customers," said Smith.
"We want to formalize the program so that other companies can improve
their quality programs and customer relationships through contact center and
enterprise best practices." Envision
will also offer on-site programs to evaluate, improve, or redesign quality
programs and benchmark coaching efforts.
For
information about Envision's Business Consulting, contact them at 206-225-0800
x257 or businessconsulting@envisioninc.com.
Mercom's
Audiolog Now Supports SIP Call Recording
Mercom Systems, Inc.
announced that its Audiolog call recording server now supports call recording
for Session Initiation Protocol (SIP) environments.
SIP is the signaling method for VoIP that is becoming the world standard.
Mercom's SIP-interface VoIP recorder provides cost-effective
software-only and turnkey recording solutions for SIP-enabled IP telephony
contact centers. SIP enables contact
centers to operate as a network-based service, feed calls to remote agents
located anywhere, unify communication channels, and achieve substantial cost
savings.
"Mercom is moving quickly
to meet the recording and quality monitoring needs of a changing IP telephony
and contact center market," said Bob Jagendorf, Director of Marketing and
Sales at Mercom. Mercom offers a
comprehensive recording, evaluation, and analysis suite for all IP telephony
environments, including SIP-enabled contact centers.
Symon
Issues Community Release 2.8
Symon Communications, Inc.,
released Symon Community 2.8. This newest version of the company's
browser-based workforce management tool delivers an affordable and easy-to-use
workforce management solution for contact centers.
"We listen to and learn from our customers, and many of their specific
requests for product enhancements are realized in Community 2.8," said Charles
Ansley, Symon Communications President and CEO.
Features in Community
Release 2.8 include composite scheduling that allows users to group multiple
schedule types together for assignments to agents or groups as steps in a
rotation. This allows a single schedule assignment to represent multiple
schedule templates, addressing variable business operations and work patterns
for different days of the week. Also
Community users, particularly those with hyper-threaded servers, will see an
overall performance increase with enhanced High Performance Forecasting (HPF).
Community Release 2.8 also
includes new reports that expand on the existing integrated adherence, schedule
analysis and intraday performance reports, providing the contact center an even
broader view of its management and operational performance.
For more information, call 800-724-4044.
Dictaphone
Launches Contactpoint Software Release
Dictaphone Corporation's Communications
Recording Systems (CRS) group announced feature enhancements to its ContactPoint
Workforce Relationship Management solution for contact centers.
It focuses on recruiting, training, and assessments and is comprised of
three modules: Recruiter, Trainer, and Assessor, linked together through a
common competency model detailing the skills, knowledge, and abilities agents
need to be successful. Once
identified and captured in ContactPoint, this competency model can be applied to
the contact center's hiring, training, and assessment programs to increase
agent effectiveness and improve customer service.
Included among the new
ContactPoint features are an assessment
workflow tracking engine, a report scheduler for flexible, automated
reporting, and a ContactPoint trainer enhancements.
"Since its launch in August
2003, ContactPoint has been installed in contact centers employing more than
18,000 agent positions," added John Kaiser, Vice
President of Global Marketing for Dictaphone CRS.
For
more information, call 800-886-4908.
Concerto
Announces Two Releases
Concerto
Software® announced that FirstPoint Enterprise 10.0 and
Conversations 6.0, two key components of the Concerto Enterprise Suite, are now
available. The Concerto Enterprise Suite offers a "take from the box"
approach that allows organizations to select the components that best fit their
strategic customer contact requirements.
"Releasing FirstPoint
Enterprise 10.0 and Conversations 6.0 demonstrates our continued success
integrating our people, processes, and technology," said Ralph Breslauer,
Concerto Software Executive Vice President of Sales and Marketing.
FirstPoint Enterprise 10.0 incorporates 1,200 new discrete features.
It provides customers with capabilities for improving customer service by
tracking an individual's complete contact history. Conversations
6.0, an outbound campaign and agent management tool, incorporates numerous
customer-requested features
For more information, call 800-480-2299.
Nuvio
Announces Special Hosted IP-PBX Offering For Level 3 Partners
Nuvio
Corporation, a provider of Voice over Internet Protocol (VoIP), announced an
offering specifically for Level 3 partners that were selling the company's
(3)Tone Business product, which will be phased out in June. Nuvio is
providing a package that allows Level 3's partners to switch to its
NuvioCentrex service, the company's hosted IP-PBX solution. Recently,
Level 3 announced it is eliminating its (3)Tone Business product.
Nuvio can convert the
partner companies of Level 3 to its VoIP network overnight, with no down time or
capital investment requirement. Nuvio will waive all activation fees and
offer discounted plan prices for customers bringing their own equipment.
"Through our nationwide network and
resources, we are in an ideal position to support the VoIP needs of Level 3's
partners and to make their transition effortless," concluded Jason Talley,
President and CEO of Nuvio Corporation.
For
additional information, visit www.nuvio.com.
InStranet
Releases CCIL 5.0
InStranet, Inc. announced
the release of Contact Centers In-Line (CCIL) 5.0, which proactively delivers
and provides access to a single consistent repository of company product,
service, and procedural information that can be customized, filtered, and
searched on in real-time. The new
release automates the delivery of profile-based sustainable content and
knowledge to every customer touchpoint.
"Ensuring every customer
touchpoint – whether it be a call center agent, a retail outlet, or Web self
help – have real-time access to consistent up-to-date knowledge about a
company's products, services, and procedures, has a vital impact on customer
satisfaction, retention, and costs," said Alex Dayon, InStranet, Inc. CEO.
Visit
www.instranet.com
for more information.
Avaya
Wins "Best in Test" Award
Avaya Inc. announced that
its Internet protocol (IP) telephony solutions have topped the industry's IP
PBX competition for the second time in a row.
Avaya earned one of the highest scores ever achieved in a comparative IP
PBX testing by Miercom, a network consultancy and product test center.
Miercom recognized Avaya for its IP telephony architecture, endpoints,
and features, when compared to competitors.
The tests
were conducted on an Avaya S8700 Media Server and G650 Media Gateway running
Avaya Communication Manager.
TeleTech,
Avaya Deliver Hosted Services
TeleTech Holdings and
Avaya Inc announced an agreement to jointly market hosted contact center
infrastructure, applications, and professional services. The offering –
Intelligent Systems on Demand™ – is a suite of contact center
solutions and services for businesses that contract out their customer service
operations. The solution provides
companies with the flexibility to purchase the specific elements – technology
and services – in an on-demand model that allows them to scale up or down
based on seasonality, growth, or other specific needs.
The services
will be imbedded into the portfolio of TeleTech® On Demand™ services.
At the heart of Intelligent Systems on Demand –
which centrally routes and controls all of a company's customer interactions
from front to back office – are Avaya's
contact management solutions. They
enable businesses to deliver enhanced levels of customer satisfaction through
personalized customer service.
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