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IIRMT 2004 is an international event specifically designed to meet the technology needs of all organisations that are measured on their ability to respond to incidents, both routine and emergency. It will be hosted in Brussels, in a time when comes to everyone minds...

Ericsson and Cisco Systems have signed an agreement to offer joint solutions for the wireline communications market. This nonexclusive collaboration seeks to provide carrier class IP-based solutions, including professional services, for operators and help speed the...

The oblivion of yesterday…the obsession of today. Irony, or may be not, the post-bubble era is bringing customers and citizens into the limelight for the first time in countless centuries of market history. Often perceived as the inescapable evil, the call centre of...

In parts one and two of this series, we examined why it’s important to invest in, or upgrade, QM and logging applications in your contact center and we examined one leading vendor, NICE Systems. In part three of this series, we focus on another leading QM and logging...

Allied Irish Banks, is one of Ireland's leading banking and financial services organisations. It operates principally in Ireland, Britain, Poland and the USA, employing almost 25,000 people worldwide in more than 800 offices. AIB Group (UK) is the UK division of the...

Aspect Communications Corporation, a provider of enterprise customer contact solutions, has upgraded its customer self-service (CSS) solution. An extension of Aspect's Uniphi architecture, Aspect CSS 7.0 is based on interactive voice response technology and enables...

Taking its lead from Business Link North Manchester, the Manchester Enterprises Group (ME) has chosen Captavia as its replacement CRM system to meet the future business support challenges that lie ahead when Chamber Business Enterprises and Business Link North...

Avaya has appointed Francis M. Scricco, group vice president, Avaya Global Services. Scricco will lead an organisation that consists of more than 7,000 professionals who deliver end-to-end lifecycle services for voice and data networks, including business...

CCA, the UK body for the customer contact profession, launched the CCA Excellence Awards 2004, which will focus on celebrating the success achieved by call and contact centres in delivering excellence in customer service over the last 10 years. Members and non-members...

The Capita Group has signed a contract to provide extensive customer contact centre services to Dixons Group from the company’s existing call centre facility in Sheffield. The five-year contract will see Capita handle the full range of routine customer contact...

Edinburgh Taxi firm City Cabs (Edinburgh) has found a high-tech way to ensure that customers can book taxis quickly however busy the phone lines. City Cabs managers had noticed that it was next to impossible to predict when the phone lines were going to be at their...

Fexco (franchisee of Western Union in Ireland, UK and Spain, an Irish provider of global payment services has chosen Teleopti and their partner Damovo to supply a workforce management solution to 200 agents in Killorglin and Cahirciveen. Teleopti Contact Center Coach...

Alcatel today announced the availability of a new software connector that fully integrates Alcatel Contact Center Solutions with the Pivotal CRM Software suite. The connector was developed by Alcatel in collaboration with Pivotal, a provider of Customer Relationship...

Leading platform and solutions providers are invited to join ScanSoft for its 2004 EMEA Partner Forum. This free, educational forum is the place for European-based partners to network, gain insight into new ScanSoft product offerings and innovations, and share best...

Two European technology venture capital firms, Favonius Ventures and Kennet Venture Partners have joined forces to invest €9m in Fluency Voice Technology, a UK-based provider of speech recognition applications. Kennet will invest a total of €5.3m whilst Favonius...

META Group announced the availability of its newest METAspectrumSM In Depth report, covering the business performance management (BPM) market. This market offers an integrated solution approach consisting of web-based analytical applications providing key performance...

Verint entered into an agreement with Call Centre Technology (CCT), a UK business communications specialist. Under the terms of the agreement, CCT will re-sell Verint's ULTRA Express recording software for small to mid-size (SME) contact centres, and co-sell Verint's...

Following the recent economic downturn in the IT industry, software buyers now seek greater value for money in every IT investment. This change is pushing the balance of power towards customers and giving them the opportunity to obtain the flexibility and choice that...

The UK Learning and Skills Council (Tyne and Wear) are currently sponsoring e-skills UK to develop a pre employment training course for contact centres sector which will subsequently be rolled out in partnership with Job Centre Plus. The rationale behind developing an...

Noetica announced the installation of Noetica Synthesys at data-driven business communication company, the K2 Group. It will be used in their contact centre for outsourced customer service and telemarketing as a part of Link2 - the One-to-One Communication Company...

Iberdrola, a Spanish electric utility, has selected the Alcatel IP service router to migrate its telecom network to an Internet Protocol (IP) based backbone. By harmonising new IP and Ethernet-based technology and existing services over a unified IP/Multi-Protocol...

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Siemens Business Services reinforces its activities in the Business Process Outsourcing (BPO) and HR Services market. In order to gain access to experts in HR services as well as business and process change management, Siemens Business Services will be working in...

Hardware costs will fall sharply within a decade to the point where widespread computing with speech and handwriting won't be limited by expensive technology, says Microsoft Chairman Bill Gates. 'Ten years out, in terms of actual hardware costs you can almost think of...