1703 — Contact Centers Reluctant to Implement VoIP
Yankee Group has today announced that contact centers have been cautious in their adoption of VoIP technology. In cases where penetration has occurred, the switch has been driven solely by application needs and, in isolated cases, reduced infrastructure costs. These...
1702 — Bankinter Wins Gartner CRM Excellence Award 2005
Gartner has announced that Spanish bank, Bankinter, has won the 2005 Gartner Customer Relationship Management (CRM) Excellence Award in Europe, Middle East and Africa (EMEA). The award, which recognises the company that most clearly demonstrates excellence in its CRM...
1701 — ASC Offers Smart Recording with SCREENscan
ASC has announced its new software solution for 'smart' recording based on desktop events. On the release note, ASC points that SCREENscan initiates recording automatically when an agent presses any previously defined function, or when a particular error...
1700 — Ericsson to supply Maltacom with Telephony Softswitch solution for network upgrade to IP
Maltacom, the telecommunications operator in Malta, has contracted Ericsson for a total upgrade of their fixed network to the Ericsson Telephony Softswitch solution and for the supply of related implementation and support services. Under the agreement, Ericsson...
1699 — Genesys Installs Voice Platform Into twenty4help`s Expanding UK Contact
Genesys Telecommunications Laboratories has announced that twenty4help , an outsourced contact centre service provider, has completed the installation of the Genesys Voice Platform into its developing contact centre network in the UK. The voice self-service solution...
1698 — Japan Telecom Deploys Contact Center On-Demand Services
CosmoCom announced that Japan Telecom has deployed Contact Center On-Demand (CCOD) services based upon the CosmoCall Universe platform. Japan Telecom is joining a growing number of major telephone companies that are offering the hosted contact center as an...
1697 — AOL Europe Improves Customer Service Using Avaya Converged Technology
Avaya has announced that AOL Europe, the European business unit of America Online, has awarded Avaya a contract to provide three contact centers covering fourteen locations with IP telephony. These new IP contact centers will enable AOL to improve the...
1696 — Telecommunications industry launches eMobility Platform to boost Europe`s leadership.
In order to boost Europe's leadership in mobile and wireless communications and services, 15 telecommunications companies launched the eMobility Technology Platform for mobile and wireless communications. The Platform is designed to enhance cooperation amongst...
1695 — Gartner Report lists Genesys as Lead Distributor of Voice Portals
Genesys Telecommunications Laboratories, announced that market research firm Gartner named Genesys the 2003 worldwide leader for voice portal port shipments in its report entitled 'Market Share: Voice Response Systems, Worldwide, 2003.' According to the report,...
1694 —
San Francisco Museum Installs Converged Network and IP Telephony Solution from Avaya and Extreme Networks San Francisco Museum of Modern Art reduces costs and improves communications with a simple-to-manage network and easy-to-use applications for voice and data For...
1693 — Vonage activates over 500,000 lines
Vonage, the leading broadband telephony provider, announced it has exceeded 500,000 total lines in service on its network, doubling its growth rate, an industry first, with the addition of more than 15,000 lines per week up 50% from the 4th quarter. 'In a very...
1690 — call centre labour shortages drive location debate
Seventy five percent of UK call centres have no plans to relocate overseas despite severe staffing difficulties, according to a survey released by OMIS Research and sponsored by Adecco. Best Locations for Contact Centres 2005 questioned over 130 call centre managers...
1691 — call centre labour shortages drive location debate
Seventy five percent of UK call centres have no plans to relocate overseas despite severe staffing difficulties, according to a survey released by OMIS Research and sponsored by Adecco. Best Locations for Contact Centres 2005 questioned over 130 call centre managers...
1692 — call centre labour shortages drive location debate
Seventy five percent of UK call centres have no plans to relocate overseas despite severe staffing difficulties, according to a survey released by OMIS Research and sponsored by Adecco. Best Locations for Contact Centres 2005 questioned over 130 call centre managers...
1689 — call centre labour shortages drive location debate
Seventy five percent of UK call centres have no plans to relocate overseas despite severe staffing difficulties, according to a survey released by OMIS Research and sponsored by Adecco. Best Locations for Contact Centres 2005 questioned over 130 call centre managers...
1688 — Martin Dawes Systems Launches Analyser to Provide Corporates with Greater Insight into their Telecom Bills
Martin Dawes Systems, provider of CRM and billing solutions to telecom operators and service providers, has launched its new billing analysis tool, Analyser. The new software offers corporate clients an insight into their employees usage of the increasingly complex...
1687 — BH Telecom Chooses Telenity`s Canvas MMSC for Multimodal MMS Services in Bosnia Herzegovina
Telenity has announced that BH Telecom, the provider of both mobile and fixed network services in Bosnia Herzegovina, has chosen Telenity's Canvas MMSC, Multimedia Messaging Service Center, for its GSM network and VAS providers. This contract also marks a strong...
1686 — Witness Systems identifies top ten Contact Centre focuses for 2005
Witness Systems has identified ten key issues that it believes will help drive contact centre workforce optimisation in 2005.According to the company, 2005 will see contact centre operators focus increasingly on the quality of agent performance and service provision,...
1685 — Orange enhances Customer Service in 10 Contact Centers across France with ULTRA
Verint Systems has announced that Orange, a division of France Telecom Group has selected Verint's ULTRA solution to help enhance the quality of the service it provides to its customers in 10 contact centers across France. The Orange Group, based in Paris, is...
1684 — Edify voice banking first financial services application to receive Microsoft Salt Certification
Edify Corporation, has announced that the Edify Voice Banking Application, a comprehensive, packaged speech solution received formal SALT certification from Microsoft Corporation. A Microsoft Speech Partner for the past year, Edify is the first member to receive...
1665 — Gartner Customer Relationship Management Summit 2005, 3-4 March, Hilton Metropole, London
CRM business strategy and its enabling technologies are as important as ever. Learn about the impact of service oriented architectures and web services and the latest CRM business strategies in order to create or optimise customer centric strategies. Europe Contact...
1683 — TuVox and Genesys advance strategic relationship
TuVox, a pioneer in enterprise and service provider software for speech applications, and Genesys Telecommunications Laboratories, Inc announced that TuVox has elevated its participation in the Genesys InterActs Partner Programme to become a Strategic...
1682 — 2005 brings breakthroughs in Contact Center Quality Management and liability recording market
DMG Consulting LLC, a provider of customer-focused business strategy, operations, and technology services, has published the 2005 Quality Management/Liability Recording Product and Market Report. This industry publication provides a complete analysis of the QM and...
1681 — Aspect Uniphi Suite chalks up second product of the year award
Aspect Communications Corporation has announced that Customer Inter@ction Solutions magazine selected Aspect Uniphi Suite to be a recipient of its Product of the Year Award for 2004 for contact centre innovation. Chalking up its second such award from the industry,...
1680 — IVIGO Launches First Click-to-Use Video Call Centre Solution for PCs and 3G Mobile Users
The provider of interactive multimedia video solutions, IVIGO, has announced the launch of a complete click-to-use video call centre solution, enabling enterprises to provide interactive video sales and customer care to customers with either broadband-connected PCs or...