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Connections Magazine News
June 2005
The CAM
-X 41st Annual Convention to Explore New
Frontiers
The
Canadian Call Management Association (CAM-X) is hosting their 41st
Annual Convention in Kananaskis, Alberta from November 29th to December 2nd, 2005. Kananaskis
is situated in the foothills of the beautiful and pristine Canadian Rocky
Mountains, one hour from Calgary. The
area is known as
an incredible outdoor playground that offers skiing, snowboarding, hiking,
mountain biking, horseback riding, fly fishing, golf, rafting, and cave tours.
The
convention's theme is "Exploring New Frontiers" and the program lineup is
designed to assist delegates to do exactly that: explore, learn, and share new
ideas that will help attendees improve profitability as they drive their
businesses forward. The keynote presenter will be
Kit Grant.
Mr. Grant's "Expand Your Comfort Zone"
and "Taking Personal Responsibility" messages help build stronger
relationships that directly improve bottom-line results and increased
productivity. His dynamic style has influenced thousands of people to implement
strategies that impact both their personal and professional successes.
The
convention lineup is an exciting mix of industry hot topics.
Presentations include:
-
Corporate Branding – Casey and
Gail Smit
-
Profit Enhancement – Kristin
Crowe
-
Making Money with VoIP – Rene
Tuerlings
-
Welcome to the Evolution – Gary
Pudles
-
Disaster Preparedness – Paul
Lloyd
-
Errors and Omissions Insurance –
David Eastaugh
-
Is Your
Call
Center
Ergonomically Correct? – Barbara Bradbury
-
Avoiding Unionization – Merrill
Shulman
-
Relocating Your Call Centre –
Pat Vos, Sydney Ryan, John Ratliff, and Mike Leibowitz
-
Supercharged Networking – Patti
Tallman
CAM-X
is planning its ever-popular pre-event day.
This year's scheduled event includes a visit to beautiful Banff Springs
and will include a gondola ride with views to leave one breathless.
There will also be the always popular networking breakfasts, the Awards
of Excellence Luncheon, and the Gala Closing Banquet including the presentation
of the Tom Ryan Award and the Hall of Fame induction.
CAM-X
asks that you mark your calendar today for what's set to be yet another
information-filled, jam packed, fun-filled
Convention.
The 2005 Convention Committee looks forward to welcoming you to the Delta
Resort at Kananaskis.
For
any additional information, contact Linda Osip at the
CAM-X office at 800-896-1054
linda@camx.ca.
CCNG
Partners With The Call
Center
School;
Expands Member Benefits
CCNG has established a partnership with The Call
Center School to provide a broad range of educational and professional
development tools and events. Through
this new alliance, CCNG will work with The Call Center School to develop and
deliver CCNG-focused programs. Connections
Magazine subscribers are automatically qualified for a free first-year CCNG
Individual Membership if you register with CCNG by June 30, 2005. As a CCNG member,
Connections
subscribers can take advantage of a broad range of member-only benefits,
including new programs resulting from the partnership with The Call Center
School:
·
Members-only
Special Interest Online Forums. The
forums will be delivered quarterly and address critical call center management
topics including: workforce management, supervisory skills, coaching, quality
monitoring, and more.
·
Online
Assessment Tools for leadership
skills, front-line performance, operations management, quality assurance,
technical proficiency, supervisory skills, and workforce management
capabilities.
The
first Special Interest Forum addressing Workforce Management and Planning is
scheduled for June 3.
For full details on how to
register and participate, call
800-840-2264.
ASTAA
Convention Highlights Managers
The
2005 ASTAA Convention to be held at the Ramada Inn BWI Key West Conference Center on October 11-13, 2005 will feature a program for telemessaging call
center managers, supervisors, and owners. Program
Chair, Donna West, of Focus Telemessaging has planned sessions on Hiring and
Firing, Streamlining Internal Operations, Manager Mindset, Customer Service,
Coordinating Sales and Operations, and a Training Workshop.
Donna will give attendees a glimpse of the Agent Excellence Supervisors
1-4 being developed for SNUG. Motivation
speaker Jack Agati of the Get Ahead Pro Speakers Bureau will present an
interactive program addressing "Dealing With Beastly People ... Stop Their
Power Over You."
Conference
registration includes breakfasts, lunches, breaks, dinner, a cocktail party, and
all convention materials. Vendors
from the telemessaging industry will display their products and share their
expertise. Social time provides an
opportunity for sharing ideas with a friendly group of like individuals.
Also, there is free shuttle service from BWI Airport (five miles away).
Contact Nell Norris at 800-718-1712
or astaan@mindspring.com
for more information.
GLSTA
Fall Conference to be Held in Cleveland
The
Great Lakes Telemessaging Services Association (GLTSA) announced that their 2005
fall conference has been scheduled for September 20-22 in Cleveland, OH. It
will be at the beautiful Hilton Garden Inn Conference Center. Located in downtown Cleveland, this meeting will feature some of the top
presenters in the industry, along with a reception Wednesday evening, September
21, at the Rock and Roll Hall of Fame.
There
will also be vendors on hand in the exhibit area to show you their latest
technology offerings. This meeting is open to anyone in the teleservices
industry. Mark your calendars for
this opportunity learn and network with the others in the industry.
For more information, call 888-712-9396.
Oportunidad Perfecta for InfoCision and
Youngstown
InfoCision Management
Corporation called its newest call center an "oportunidad perfecta,"
or perfect opportunity, for the needs of the local Hispanic community and many
of the company's partner clients. Steve
Brubaker, InfoCision's Senior Vice President of Corporate Affairs, made the
comment during a Cinco de Mayo press conference called to discuss InfoCision's
new volunteer recruitment call center in downtown Youngstown, OH.
"This is an important area
of growth for our company," said Brubaker.
"InfoCision already provides the highest quality call center services
and now we can use our expertise to reach Spanish-speaking people across the
country."
InfoCision's Director of
Human Resources, Silvia Hauber, is also a native of Columbia. She
said the unique approach is especially important to her.
"As the population of bilingual Americans continues to rise, it is
important for businesses to incorporate that trend into their short and
long-range plans," said Hauber.
"This call center was
opened because the Hispanic population was underserved from both a consumer
standpoint nationwide and from an employment standpoint in this region," said
Brubaker.
InfoCision operates 23 call centers at 12
locations in Ohio, Pennsylvania and
West
Virginia.
AnswerNet
Network Now Powers Telemarketing.com
AnswerNet Network, a provider of inbound, outbound, ebound, and
automated contact center services, signaled that it is seeking more
telemarketing business by acquiring exclusive rights to market its telemarketing
services on telemarketing.com.
This is part of a transaction that makes Custom Telemarketing Services,
based in Columbia, MD, part of the AnswerNet Outbound
Group.
The telemarketing.com
site is a leading Web destination for companies looking to contract for
telemarketing services. With this new relationship, visitors to the site
will gain access to AnswerNet's broad array of telemarketing offerings.
AnswerNet, based in Princeton,
NJ, will continue to market its other
services on its primary Website at answernet.com.
"The addition of telemarketing.com to our marketing program will
help us increase the exposure of our fast growing telemarketing businesses,"
said Gary A. Pudles, President of the AnswerNet Network. "We are also
excited about our expanded customer bases in the areas of outbound service
surveys, lead generation, and appointment setting that comes from adding
the Custom Telemarketing Services business to our family."
For more information, call 800-800-2418.
LiveBridge Promotes Hasan to
Marketing Communications Specialist
LiveBridge,
Inc. a global contact center services company promoted Ryan Hasan to marketing
communications specialist. Hasan,
who started his career in Hollywood working for a major media corporation,
originally accepted an administrative position with LiveBridge in mid-2002, but
is now taking on a new role and new responsibilities.
As marketing communications specialist, Hasan will help develop new
client proposals, create marketing collateral, support trade show marketing
efforts, and act as a liaison with human resources for internal communications
issues.
"With
his communication background, writing skills, and broad understanding of the
company and call center industry as a whole, Ryan was a natural fit for this
position," said Chris DeLambo, Vice President of Marketing. "We're happy
to have him join the marketing team."
Hasan
earned a Bachelor of Arts in communications and culture from Indiana University with a minor in political science. He is
currently pursuing a graphic design degree at Portland Northwest College of Art.
For additional information, call 503-652-6000.
vCustomer Names O'Brien as President and Chief
Operating Officer
vCustomer
Corporation, a provider of Business Process Outsourcing (BPO) and Customer Relations Management (CRM), named Wesley T. O'Brien as
President and Chief Operating Officer. O'Brien brings to vCustomer
experience running corporate operations and building successful businesses in
the global services industry. He will oversee all of vCustomer's
operations worldwide and report directly to Sanjay Kumar, vCustomer's Founder
and Chief Executive Officer.
"Wesley
is a seasoned operating executive and he is a significant addition to our
leadership team," said Mr. Kumar. "We have accomplished a lot at
vCustomer since our founding in 1999. Our challenge now is to expand our
operational excellence across our U.S. , Indian, and Philippine resources to best
address customer needs. Wesley's operating expertise and talent will
enable us to do this and drive our business forward."
Professional Teledata Partners with CenturiSoft
Professional Teledata, the manufacturer of the
PInnacle TAS and call center system, will offer CenturiSoft's voicemail and
unified message system to their new and existing PInnacle users effective
immediately. The two systems will be fully integrated for live and
stand-alone voicemail messaging, announcement, and message relay functions.
Already installed in five centers, it is planned that the two products undergo
progressively tighter integrations including bi-directional text/voice message
tracking and notification. PInnacle is a telemessaging platform with a
reputation for flexibility and ease-of-use; CenturiSoft is a feature-rich
voicemail system.
According to Professional Teledata's president,
Allen Kalik, "Our customers have been asking for the CenturiSoft as the
number one voicemail solution in our industry. It has always been our
philosophy to integrate the best products available into our system whenever
possible and this was a logical move for us."
John Pope, President of CenturiSoft agrees,
"I have the highest regard for the PInnacle product and their technical
staff. I see a strong synergy between our companies and our
products."
For more information about
Professional Teledata, contact Karen Black at 800-344-9944 x112; call CenturiSoft,
at 800-866-1929 x1.
Telescan
Adds Zero Footprint Web Console
Telescan
has added the Zero Footprint Web Console to its product line.
The Zero Footprint Web Console is a system that incorporates all computer
functions including speakers and mouse into one simple keyboard.
This system is easier to learn, reducing an agent's learning curve.
It also reduces the space required for an agent's system and the number
of cables by condensing many functions into one keyboard.
Fewer pieces and fewer cables make the Zero Footprint Web Console a more
reliable system.
Telescan
will be demonstrating the Zero Footprint Web Console at their booth during the ATSI show in St. Louis, June 23 and 24.
Visitors will be able to try out this new technology during show hours.
To find out more about the Zero Footprint
Web Console, call Telescan at 800-770-7662.
New Version
of Amtelco's World of Innovation Demo CD to be Released
Amtelco
announced a new version of the World of
Innovation demo CD will be released for the ATSI conference on June 22-25, 2005. The
CD contains movies with audio showing the desktop actions of the operator and
supervisor. The movies allow the
viewer to listen in and look over the shoulder of an expert while they handle
calls, dispatch messages, and create advanced scripts using many of the Infinity
Intelligent Series features. A
virtual tour movie of Amtelco's facility is included on the CD, allowing
viewers to take a virtual walk through all the departments that collaborate to
deliver service to Amtelco's customers.
To
receive a free copy of the World of
Innovation demo CD, call Amtelco at 800-356-9148.
Mastar
Announces Entry-Level Telemessaging System for the Budget Conscious
Mastar
Telemessaging announced a simple, low-cost, and effective DID hardware/software
system option using the Nicollet Technologies, Inc. DigiTrap hardware, along
with an existing telemessaging Windows-based software application.
It is specifically designed for Mastar and addresses start-up paper to
paperless options with the rich features required for telemessaging call
centers.
Mastar
owner, Rod Minarik, attributes this first version to his long time friend Steve
Granger. Granger, who passed away 18
months ago, left a void in the market place for similar DID systems geared to
existing or start-up telemessaging services.
Mastar
has supported the DigiTrap product option for 18 years, offering a two to 26 DID
port system. Their latest offering expands that offering with an
impressive Windows-based software application.
For more information, call 877-880-2529.
Telescan
Expands Spectrum Data Saver
Due
to high demand, Telescan is making their new data storage program, Spectrum Data
Saver, available to telemessaging businesses not currently using Telescan's
system. Spectrum Data Saver, which
was introduced in February of this year, provides offsite, secure storage for a
company's data.
Spectrum
Data Saver subscribers can access the storage program through Telescan's
Website. All data from their
telemessaging business will be stored in two secure remote locations,
retrievable whenever necessary. This
program provides telemessaging businesses a safeguard against losing data during
a disaster. While even the best
prepared business could lose everything in a heartbeat, this program will insure
that users will not lose the core of their business, their data.
The
cost of the new Spectrum Data Saver Program for telemessaging companies not
currently using Telescan's system is a small set up fee, plus a monthly charge
based on the amount of data to be stored. Non-Telescan
users will need to purchase a PC.
To find out more about Spectrum Data
Saver or the Spectrum System, call Telescan at 800-770-7662.
Amtelco's
Infinity Intelligent Series Installations Exceed 30
Amtelco
announced the 34th installation of the Infinity Intelligent Series.
Call centers using the Infinity Intelligent Series report being amazed at
how quick and easy agent training has become.
Training time can be reduced by 50 percent or more because of the
built-in guidance that guides each agent through the complex call processes.
Also,
there is no need to use expensive IT staff to do advanced message scripting.
It can be done by call center supervisors and managers.
Agent
errors are significantly reduced with the use of the Infinity Intelligent
Series. This is accomplished by
automatically validating all of the information entered by agents and guiding
them through the entire messaging and dispatching process.
All of the information and tools agents need to complete each call is
available to them, including Websites, database information, photos,
directories, and on-call schedules.
For
more information, contact Amtelco at
800-356-9148.
Telescan
Introduces Enhanced Customer Support
Telescan
introduced a new toll-free number, 800-791-3521, for customer support.
This new toll-free service not only makes it easier for Telescan users to
contact customer support, but it also improves the efficiency of problem
resolution.
"This
new customer support system will allow us to keep a database of service calls
that we can share with our network of users through our Website," said
Nicholas Naimo, Telescan's Director of Business Relations/Operations.
"The service is a part of a developing program to share more user
information through the Internet," Naimo added.
"We hope to make continuous additions to the new system throughout the
year."
To find out more about Telescan, call 800-770-7662.
BenchmarkPortal
Receives Patent for Online Benchmarking
The U.S. Patent and Trademark Office
officially issued Patent #6,877,034 to BenchmarkPortal, Inc. for Performance
Evaluation through Benchmarking, Using an On-line Questionnaire Based System and
Method. The issuance of this
patent puts BenchmarkPortal in a unique position in terms of online performance
benchmarking.
BenchmarkPortal, working closely with its
academic partner, the Center for Customer-Driven Quality at Purdue University, has been building a performance metrics
database on customer service contact centers since 1995.
This propriety database includes best practice statistics on thousands of
contact centers in 43 different industries and in 28 different countries
world-wide. The International
Benchmarking Community managed by BenchmarkPortal has over 25,000 current
members.
BenchmarkPortal's patented performance
benchmarking system, officially called RealityCheck™, is a Web-based quality
tool that allows contact center managers to assess the effectiveness and
efficiency of their Center's performance as compared to those in the same
industry and/or a more selected peer group of similar centers.
"Our database is widely recognized as the largest and most useful in
the area of contact center performance," noted Dr. Jon Anton, Director of
Research at both BenchmarkPortal and the Purdue's Center for Customer-Driven
Quality.
Call
Compliance, TPG to Provide Compliance Audit Service
Call
Compliance, Inc. and TPG TeleManagement, Inc. have created a new audit service
to help teleservices companies with calling compliance.
Call Compliance is the patent holder of TeleBlock® and provider of Do
Not Call (DNC) compliance services. TPG
TeleManagment provides quality and performance management services and software
for the teleservices industry.
A
new company, Compliance Testing & Solutions, LLC (CTS), was formed with the special concerns of the teleservices professional
in mind. CTS , which has already been engaged by its first client, has developed a
compliance audit program covering all essential elements of today's complex
calling operations, including DNC, predictive dialer usage, billing
requirements, and internal compliance procedures.
The CTS program encompasses on-site audits, detailed questionnaires, procedure
and script analysis, as well as a review and analysis of calling data.
"The
CTS service will deploy detailed audit plans and
data analysis to review our clients' inbound and outbound calling activity,
technologies, and procedures," said Joseph Sanscrainte, General Counsel for CTS . "The key for compliance
is third-party verification, and that's exactly what CTS provides."
For more information about
Call Compliance, call 888-674-6774; TPG TeleManagement's number is 215-369-0500.
Dictaphone to
Sell CRS Business to Nice; Will Focus on Healthcare
Dictaphone
Corporation signed a definitive agreement with Nice Systems under which Nice
will acquire the assets of Dictaphone's Communication Recording Systems (CRS) business for $38.5 million. The
CRS
unit provides recording systems for 9-1-1
centers and other mission-critical operations in the public safety, financial,
and call center markets. The boards of both companies have unanimously
approved the transaction, which is expected to close by the end of the second
quarter of 2005, subject to certain closing conditions.
Dictaphone's
sale of the CRS
unit is part of its strategy to create a company focused principally on the
healthcare information technology market. Dictaphone's Healthcare
Solutions Group deploys dictation, transcription, and speech recognition
software systems.
"We
have experienced strong growth and developed an industry leading product
portfolio based on speech recognition and natural language processing
technologies in our healthcare business,"
said Rob Schwager, Chairman and CEO of Dictaphone Corporation. "Seeing the
tremendous opportunity in the healthcare IT market, we determined that this was
an appropriate time to focus mainly on our healthcare business."
Dictaphone will retain its Integrated Voice Systems and other business
units.
The Anton Press
Publishes its Book about Speech Recognition
 Dr.
Jon Anton and G. P. Paul Kowal have co-authored the timely new book entitled,
"Enabling IVR Self-Service with Speech Recognition."
It seems that everyone is talking about speech recognition and its many
applications. However, most contact
centers are still on the sidelines. This
book reports on actual case studies where speech recognitions has been
successful applied to enable self-service through the IVR and covers:
This
book is the 20th title for the Anton Press, which publishes books about the
thriving customer service call center and e-business center industry.
The Anton Press is a division of BenchmarkPortal, Inc.
Dr.
Jon Anton is a world renowned expert in call center performance and best
practices. He has authored 24 books
and is the director of benchmark research at Purdue University's Center for Customer-Driven Quality.
Paul Kowal is founder and President of Kowal & Associates, Inc., a
customer service consulting firm.
Order your copy at 805-614-0123
x21.
Ten
for One Desktop Solution Cuts Computing Costs in Call Centers
Userful, a desktop Linux
company, introduced Desktop Multiplier, a software product that turns one
computer into ten. Using extra video
cards in an ordinary computer box this software makes deploying or expanding
call centers as simple as plugging in ten ordinary monitors and keyboards into
the single central computer box, giving call centers a ten-to-one advantage on
their desktop computers using familiar and flexible PC hardware.
"Many call centers are
investigating blade PCs or thin-clients as a means of reducing TCO ," stated Tim Griffin, President of Userful.
"Userful offers better performance at a fraction of the complexity and
cost. It's built on an open
platform using affordable and familiar standard PC hardware and the powerful
Linux Desktop."
By consolidating hardware,
software, and maintenance costs by as much as ten to one, Userful's Desktop
Multiplier creates dramatic total cost of ownership (TCO) savings. Other
benefits include the flexibility to quickly grow, scale existing networks, the
dependability of a virus-immune Linux platform, and reducing an organization's
power, air conditioning, and computer disposal costs.
For
more information about Userful and Desktop Multiplier, call 866-873-7385.
Improve
Call
Center
Design, Customer
Satisfaction with New Handbook
A
good call center is vital in a world where consumers have choices and customer
loyalty can be won or lost with one phone call.
In the updated and expanded second edition of Designing the Best Call
Center for Your Business, author Brendan Read shows how to create a call
center that satisfies customer needs and corporate goals.
"While
the fundamental decisions and issues of setting-up and running call centers have
not changed, the world – and the industry – has," says Read.
"The dot com bust and economic downturn lead to more companies
implementing cost-cutting measures like offshoring.
Soon, many of these companies faced serious customer dissatisfaction from
poor service, rooted in the poor design of these call centers."
Read
gives managers tools to make educated decisions about call center creation and
optimization. The book covers
opening and expanding a live agent call center including facilities and
workstation design, site selection, communications, business continuity, and
finding the right property as well as staff recruiting, training, retention, and
management.
Brendan B. Read is a business
editor, writer, and consultant who writes about site selection, real estate,
facilities, staffing, training, outsourcing, and home working.
Cisco,
IBM
to
Deliver Speech-Enabled Self-Service to Contact Centers
IBM and Cisco jointly plan to deliver to contact
centers speech-enabled self-service solutions that combine IBM's WebSphere Voice Server product and Cisco's Customer Voice Portal,
allowing contact centers to use open standards, including Voice XML and J2EE.
This enables contact centers to provide efficient and low-cost
speech-enabled self-service transactions to callers – functions that
frequently required a live agent in a contact center.
Combining Cisco's Customer Voice Portal with IBM's WebSphere® infrastructure software would
also enable enterprises to incorporate speech into a range of functions,
including customer service, sales and marketing, human resources, and inventory
management.
IBM's Business Consulting Services has found that
labor – payroll, turnover, training, and retention – is often 75 percent of
contact center costs. Self-service
speech solutions can address this by automating many customer interactions that
drive labor costs, providing significant improvements in the cost per
transaction. The IBM/Cisco offerings will extend speech self-service to remote locations
across both IP and non-IP networks. "By
using speech within the contact center, companies are improving the customer
experience while driving down costs," concluded Bruce Morse, IBM Vice President, Contact Center Solutions.
LumenVox's
Speech Tuner Supports Nuance 8.5
LumenVox,
a provider of speech recognition technology, announced the availability of
Nuance 8.5 support with their speech tuner.
The tuner allows companies working with Nuance-based speech applications
to perform various tuning and testing in-house.
LumenVox's
speech tuner is a complete maintenance tool that allows end-users and platform
providers to perform tuning, transcription, as well as parameter, grammar, and
version upgrade testing of any speech-driven application created on Nuance 8.5
and LumenVox platforms. The tuner allows call centers to tune and test
each interaction on-the-fly. Using
their own call logs, call centers can get a detailed view of how the ASR (Automatic Speech Recognition) is responding to callers.
They can make changes to grammar and engine parameters, immediately
retesting against historical data to determine if any change would help, hurt,
or make no difference to the application's performance.
With this
GUI-based tool, call centers developing speech applications on various ASR platforms can bring speech application tuning in-house. It
can also help avoid costly professional service fees.
LumenVox can be reached at
877-977-0707.
Zyxel
Bridges VoIP and Wireless Communications with VoIP Wi-Fi Phone
Zyxel
Communications Inc. introduced the Prestige 2000W Voice over IP (VoIP) Wi-Fi
phone. One of the first VoIP phones
compatible with IEEE 802.11b wireless standard, Zyxel's VoIP Wi-Fi phone
allows users to make or receive calls as long as they are in the coverage of
IEEE 802.11b or 11g wireless access points.
"Combining
VoIP and wireless technology, the phone is an ideal solution for users who
demand mobility and ease-of-use," said Munira Brooks, Zyxel Senior Vice
President of Sales, Marketing and Business Development.
The
Prestige 2000W supports open standard SIP (Session Initiation Protocol) of major
SIP-based call servers, IP-PBXs, and various VoIP client devices.
The call control protocol of the Prestige 2000W is based on SIP v2
(Session Initiation Protocol version 2, RFC 3261) open standard, which is
interoperable with major SIP-based call servers, IP-PBXs, and other standard
SIP-based client devices. It can be
a wireless handset deployed in a corporate IP-PBX centric VoIP environment.
The phone also functions as a cordless handset for business users in an
office environment and allows users to place VoIP phone calls in public
802.11-based hot spots.
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, call 866-887-3479.
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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