Conteúdos em Inglês

Offshore outsourcing, not least in Eastern Europe, is a hot issue in contact centre managers’ agenda. But according to Marian Kostecki, an independent contact center consultant and trainer at Masterplan (Poland), there’s a lot of misinformation. Mr. Kostecki...

index.php?headline=87&visual=24 Banco de Imagens - Daily Picture Banco de Imagens-Quem é Quem Banco de Imagens - Centros de Contacto    

Garlands has further strengthened its management team by appointing a new technical solutions director, Mike Kelly. Mike joins Garlands from Vanguard, a major communications solution provider, where he was the technical solutions director responsible for service...

Brasil Telecom has awarded Tecnomen a value-added service contract to deliver and install a complete messaging solution and prepaid system. Tecnomen will provide Brasil Telecom with prepaid and voice mail systems for its current fixed-line operations, and voice mail...

Vodafone Spain, a subsidiary of Vodafone will soon automate its call centre inquiries and provide customer access to support services 24 hours a day, 365 days a year to its 9.5 million users. The new speech recognition-based customer care solution is being delivered...

Wicom Communications, a Finnish  provider of IP contact center and enterprise communications software, announced the completion of Wicom contact center deployment at FSC (Folkrörelsernas Service Center), an administrative service center for trade unions, owned by...

Audentify and Stevens Communications have joined forces to improve contact center performance for We Energies. We Energies, a principal utility subsidiary of Wisconsin Energy will use Audentify to find calls for agent skill assessment and fraud investigation. Using...

Finnet has chosen Tecnomen to supply its voice mail system. The system will replace Finnet's current platform with a more modern one that offers new, more sophisticated value-added features like Intelligent Callback. The built-in hosting capability of Tecnomen's voice...

e-Business España is an event specifically designed for top-level executives involved in e-business issues in Spain's leading organisations. The summit will identify the hottest e-business issues affecting the operations of the major companies in Spain and provide the...

While considered by many organizations to be a viable alternative to popular WAN applications, current IP telephony products and implementations demonstrate an alarming lack of protective security measures, leaving the enterprise open to privacy violation, fraud, and...

Fact - Quality excellence is a recognised must for any organisation. Fact – For your customers, you are only as good as the last interaction that you had with them. Fact – Customer loyalty is the key to profitability. I guess we all agree on that. But how many...

T-Com (the fixed-line subsidiary of Germany's Deutsche Telekom AG) and VoiceObjects AG have teamed up to provide ready-to-use voice applications as a managed service for customers throughout Germany. Using T-Com's new Voice Web Portal, business customers can now offer...

An improving business situation, combined with greater management acceptance of the value of IT, has resulted in increased confidence among European datacenter managers and CIOs, according to IDC's 2004 Systems Survey. The survey interviewed 1,000 IT professionals...

Remedy, a BMC Software company, announced the release of Action Request System (AR System) 6.0. The new version of Remedy’s application management and development platform includes new management and analysis tools aimed at enabling customers to improve the...

Rhetorical and Claritus announced the completion of a joint technology project for British Airways. The partnership has created a new customer service platform which uses a mix of text-to-speech, provided by Rhetorical's rVoice text-to-speech engine, and voice...

Sakrament company, a Belarus software developer in the sphere of speech recognition and text-to-speech (TTS) technologies for the Russian language, launched Sakrament Personal Voice Master 1.0, a software that is designed for automatic creation of a users personal...

KANA announced Response Live, an assisted-service module for web collaboration, online chat and co-browsing that enables companies to provide real-time interaction over the internet. Web collaboration enables customer service agents to 'chat' customers through issues,...

KANA announced Response Live, an assisted-service module for web collaboration, online chat and co-browsing that enables companies to provide real-time interaction over the internet. Web collaboration enables customer service agents to "chat" customers through issues,...

KANA announced Response Live, an assisted-service module for web collaboration, online chat and co-browsing that enables companies to provide real-time interaction over the internet. Web collaboration enables customer service agents to "chat" customers through issues,...

Witness Systems announced a new strategic initiative that extends its eQuality contact centre application suite to back office environments. The company’s new eQuality Office offering helps organisations audit critical business functions to better understand the...

Relationship and experience: are they same phenomena or are they different? When consulting a dictionary they show similarity in meaning: Relationship is defined as quality of association between people, whereas experience is skill or knowledge acquired from an...

BT today announced the launch of BT QueueBuster, a new queue management system for contact centre environments. The tool, designed for call centres of 100 agents or more, gives customers the option to receive a return call, rather than waiting on the line. The system...

Quality Plus Callscan (QPC), a workforce solutions provider, announced a new partnership with Knowlagent. In collaboration with QPC, British Sky Broadcasting (BSkyB), chose Knowlagent as a key component of its corporate CRM initiative. BSkyB will be rolling out...

Verint announced that it has partnered with Customer Relationship Metrics to integrate their award-winning CATs (Completely Automated Telephone surveys) solution into Verint’s ULTRA Intelligent Recording. Customer Relationship Metrics, based in Sterling, Virginia is a...

Alcatel and Universal Mobile, the mobile entertainment services subsidiary of Universal Music International announced a partnership to jointly develop, promote and market new mobile multimedia services, with compelling music and entertainment content aiming at...