Conteúdos em Inglês

Genesys announced the availability its Voice Platform: Developer Edition ('Developer Edition'), a stand-alone, comprehensive development system for building VoiceXML 2.0-based applications. Genesys Voice Platform delivers enhanced self-service applications that...

FINEOS Corporation has announced that Northern Rock, a UK mortgage bank, is implementing its enterprise-wide imaging and business process automation product solution, FINEOS Banking Front Office. Building on a successful five-year relationship between the two...

The telecoms market in Europe has undergone a number of significant evolutionary phases during the last ten years. Such phases have included the introduction of 2G mobile services, the impact of the internet and the introduction of competition into the fixed line...

The Contact Centre Passport is a new web-based service that will enable all those working in a contact centre to assess, record and improve their competencies and skills. As part of a pilot project funded by the UK government and led by e-skills UK, the online...

Brooktrout Technology announced a strategic relationship with Intervoice that will provide future support of Brooktrout’s TR1000 voice and speech platform on the Intervoice Omvia Voice Framework. This alliance will further extend the flexibility of the Microsoft...

Alcatel announced the new 3.0 release of Alcatel OmniPCX Office in Europe. This new release integrates two new major applications: the Alcatel OmniTouch Call Centre Office, providing call centre functionality, and the Alcatel nomadic Web Communication Assistant,...

In part one of this series, we examined why it’s important to invest in, or upgrade, quality management (QM) and logging applications. Whether you are looking to improve contact center quality, build customer loyalty, improve agent satisfaction or protect your contact...

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John Emmerson, 39, has joined Garlands Call Centres as Director of Talent and as a member of the board. He will be responsible for human resources, including the enhancement of Garlands' people development programmes, at the company's Hartlepool Marina and...

The CERT Group is the UK's largest independent provider of logistics and distribution services, generating revenues in excess of €65 million, and with a leading position in the wines and spirits, and battery and portable lighting sectors. CERT aims to be the 'leader...

Yesterday at Nokia's Annual General Meeting (AGM), Nokia Chairman and CEO Jorma Ollila outlined how the transformation in the mobile communications industry, and Nokia's strategy and new organization position the company for the future. In his speech, Ollila also...

Alcatel and Intel today announced a strategic alliance for the definition, the standardization, the development, the integration and the marketing of WiMAX end to end solutions. This alliance will deliver solutions by second half 2005. WiMAX can be deployed in...

Coinciding with the rollout of Microsoft Speech Server 2004, Aculab announced that they will be providing a port, which will enable Aculab’s computer telephony hardware to operate with Speech Server. Aculab’s software will allow Microsoft Speech Server to operate with...

One of TeleTalk’s ”Best of CeBIT 2004 Awards” goes to VoiceObjects' and T-Com's joint offering ”Voice Web Portal”. The renowned German telecommunications trade magazine has awarded the prize in the category ”Voice Processing” to T-Com, the fixed-line subsidiary of...

Tecnomen announced that its MMSC product has achieved interoperability approval from Nortel Networks. Interoperability approval was achieved using GSM/GPRS infrastructure equipment located in Nortel Networks Wireless Interoperability Lab in Richardson, Texas....

According to IDC's European Vertical Market survey, a large number of banks are already using web services technology, while other financial services companies are working to implement the technology over the next two years. The insurance industry, however, is lagging...

Rhetorical has created new voices for the burgeoning German market capable of seamlessly switching between German and English. The voices, Rhetorical's first German male voice, professional and reassuring in character, and a young, informal female voice, are able to...

In our recently released Customer Experience Management Study we were surprised to find out that a majority of executives claimed that the role of the customer is not well defined in their organisations. 42.9 per cent of the US executives and only 17.2 per cent of the...

Rhetorical has announced a new product designed specifically for the call centre market. The Call Center Suite comprises several enhancements to Rhetorical's text-to-speech technology to ensure improved speech output for call centre applications. The Call Center Suite...

Dimension Data announced the appointment of Bruce MacLeod as chief executive of Merchants, the Dimension Data Group’s customer contact centre services business. Bruce will focus on leading the development and expansion of the company’s existing portfolio of contact...

Siemens has completed the purchase of Insight Consulting. The acquisition of the remaining 49 per cent stake in Insight Consulting sees Siemens take complete ownership of the Walton on Thames-based company. Siemens acquired 51 percent ownership of the company in 2001....

Quality management (QM) and logging used to be optional in contact centres, but no longer. Today, they are essential for both the success and protection of an enterprise. QM applications have grown during the past few years and now provide customer insights and...

The latest study commissioned by Aspect to Strateco to 480 managers of in-house and outsourced contact centres in Germany, Austria and Switzerland reveals the primary roles fulfilled by contact centres across the three countries are customer service/ support (over 50...

Blue-chip companies from the mobile industry have signed a memorandum of understanding to apply for a mobile Top Level Domain ('mobile TLD') from the Internet Corp. for Assigned Names and Numbers (ICANN) during the current application round, which closes March 15. If...

The market for standard managed IP VPN services is growing quickly but will flatten significantly by 2007, according to IDC's latest forecast of the Western European IP VPN market. In addition, managed services are growing faster than in-house DIY (do-it-yourself)...