Conteúdos em Inglês

Nokia supported Optus' 3G services launch in Australia providing the behind-the-scenes network infrastructure and turnkey services as well as assisting Optus to develop 3G consumer applications.   In November 2004, Optus jointly announced an innovative...

Netcall launched a range of integrated customer call handling solutions at this year’s Call Centre Association Annual Convention in Scotland. The solutions, which include Netcall CallMeBack, InTouch and Identifier, are designed for organisations of any size and...

Verint Systems announced that Halifax General Insurance Services has selected Verint's ULTRA suite to ensure a high level of customer satisfaction across its five contact centers in the UK and Ireland. The Verint solution will be delivered in conjunction with partner...

France Telecom has been selected by Capgemini France SAS for a deal worth 200MEUR over nine and a half years. Capgemini who signed in November 2004 a 10 years Outsourcing contract with Schneider Electric Industries ('Schneider Electric') relies on its core...

Quality management (QM)/liability recording suites (also known as performance management suites) are expanding beyond their original mission of capturing customer calls/screens and providing software that allows contact centers to evaluate how well agents adhere to...

GMB Union called on the Automobile Association to clear up the confusion around the work standards expected of its call centre workers at Cardiff, Oldbury, Cheadle and Newcastle upon Tyne. Em Foco - Pessoa    

Alcatel announced the successful completion of a contract with VolgaTelecom, one of the leading Russian regional operators, for the further development of the operator's broadband access network in the Privolzhsky Federal Region. Alcatel will assist VolgaTelecom with...

BT named NICE Systems a key global partner for the supply of voice, VoIP and multimedia recording systems for quality management and regulatory compliance in contact centre, financial trading and public safety markets.   BT will recommend NICE’s range of...

Lucent Technologies and Juniper Networks, Inc. announced that Lucent has upgraded Mexican service provider MCM Telecom’s Multiprotocol Label Switching (MPLS) backbone network in Mexico City with Juniper Networks M-series Multiservice Edge routers, enhancing the...

Avaya announced a strategic alliance agreement with SAP America to market Intelligent Communications-enabled business applications that bring together people and business processes to achieve higher levels of customer service and business agility. Under the agreement,...

Danish operator TDC Mobil has extended the 3G network contract it originally signed with Ericsson in 2002. Ericsson continues to be TDC Mobil's primary supplier of WCDMA network solutions and related services.   Robert Puskaric, President of Ericsson Denmark...

CosmoCom, the Contact Centre On-Demand specialist, announced that

The worldwide market for handheld devices experienced its seventh consecutive quarter of year-over-year decline in the third quarter of 2005. According to IDC's Worldwide Handheld QView, device shipments decreased 16.9% year over year and fell 8.8% sequentially in...

Research by independent market analyst Datamonitor reveals the number of call center agents based in Central and Eastern Europe (CEE) servicing Western businesses' customers from the UK through to Scandinavia, Italy, Germany, Spain and others, will more than treble...

Alcatel announced that BT's recently launched EVLAN service is using an Alcatel solution. BT Ethernet VLAN uses the Alcatel Virtual Private LAN Service (VPLS) solution to deliver Ethernet connectivity smoothly and securely between multi-site organizations. The service...

France Telecom announced the signature of an agreement with Telekomunikacja Polska (TP), following the offer from TP to France Telecom to acquire its 34% stake in their joint subsidiary, Centertel. The total cash consideration for the 34% stake is PLN 4.88 billion....

Donna Fluss, Principal at DMG Consulting, and author of 'The Real-Time Contact Center' has issued a white paper on Hosted Contact Center Recording and Quality Management: Doing It Right! Read it here. Em Foco - Opinião    

Altitude Software, an independent contact centre solutions vendor, announced that Altitude uCI has been selected by SITEL, a leading global provider of outsourced customer support services, for its global customer interaction management (CIM) needs. The two...

Talisma, a global provider of Multi-channel Customer Interaction Management (CIM) solutions, has formed a strategic partnership with Hotcourses Ltd, the UK’s publisher of guides and websites aimed at helping universities and colleges to recruit students. Working...

Avaya announced its industry-leading IP-based mobility and contact center solutions have been honored with awards from Business Communications Review (BCR) magazine and Miercom, a leading network consultancy and product test center.   The awards were given in...

T - Mobile Slovakia and Siemens announced the launch of Europe’s first commercial mobile broadband service using Flarion Technologies’ FLASH-OFDM network technology. The service is available in selected areas of Bratislava, and in 19 other cities around Slovakia....

Chinese operators Guangdong Mobile and Guangxi Mobile have selected Ericsson to expand their respective GSM networks. The contracts are collectively valued at close to USD 290 million.   According to the contracts, Ericsson will supply core and radio access...

beCogent, one of the UK’s providers of outsourced contact centre services, has announced that it is implementing the Knowlagent e-learning system as part of continued investment in customer service. Knowlagent’s dynamic learning environment schedules, manages and...

On September 26 and 27 more than 500 people attended IDC's 15th European IT Forum in Paris. This year's theme was IT innovation and business transformation. In addition to an overview of the main trends characterizing the European ICT market, the audience heard about...

Polish operator Polska Telefonia Cyfrowa, PTC, has signed a frame agreement with Ericsson to supply its 3G radio network, confirming Ericsson's leadership in 3G. The rollout will begin in 2005.   According to the agreement, Ericsson will deliver 3G radio network...