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Telecom operators are likely to realise massive slumps on revenues when Voice over IP (VoIP) becomes massified, while wireless communications will continue to thrive in a Wi-Fi / UMTS based environment. These are the predictions of João Schwarz da Silva who, in an...

A survey undertaken by Transversal, a provider of web self-service and knowledge management solutions, has revealed that consumer opinions of particular brands have decreased after contacting a call centre. Over half of the respondents (53 per cent) said their opinion...

Aspect announced that it has expanded its global strategic alliance with Microsoft to include a new relationship with Microsoft's speech technology division. As part of the agreement, Aspect has joined Microsoft's Speech Partner Program, designed to proliferate the...

FEDMA has launched the fourth application procedure for its project on industry-based certification of courses in direct marketing, interactive marketing, database marketing, CRM and e-business. The deadline for applications is 1 March 2004. The main objective of the...

Wicom Communications, a Finnish provider of IP contact center and enterprise communications software, announced the deployment of Wicom Contact Center solution at the Trade Union of Education in Finland (OAJ). Representing teachers at various school levels, OAJ...

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Every year for two days in November the CRM-expo gathers the top-vendors of the CRM-sector and the decision makers of the enterprises. Exhibitors present their products, news and services here. Applications can be experienced, trends discussed and solutions...

According to Yves Dubuisson, Principal, Strategic & Business Consulting with CGEY, the Wi-Fi key success factors reside on the high rate radio access, the “low costs” for the operator and the end user, the pervasive access provision and the fact that it is a non...

C3, a provider of voice processing platforms, announced the availability of a new call recording solution for enterprises, public sector companies and service providers. The solution can be used to record individual extensions on an ad hoc basis, specific DDI numbers,...

According to the latest mobile research from IDC, push-to-talk (PTT) services will not be deployed in Western Europe until the second half of 2004 at the earliest, and not by all mobile operators. "There are no key target markets, although IDC believes that only...

A fast-paced industry requires high-caliber journalists able to extract knowledge out of the hash. Reckoning the pivotal importance media professionals play in shaping-up the contact center and CRM industries, Europe Contact Center will organise the first...

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Fears of a new financial scandal rose on Monday after Adecco, an international temporary employment agency based in Switzerland, reported accounting problems that slumped its share price by more than 40 per cent. Adecco delayed the publication of its 2003 full year...

Audentify, a provider of contact center technology and a division of Autonomy Corporation has formed a strategic partnership with Stevens Communications, a business solutions integrator for contact centers. This complimentary partnership will allow Audentify to...

BT is testing a service that will allow mobile phone users to send text messages to fixed-line phones using automatic text-to-speech conversion technology. The service, which the telco aims to wholesale to service providers, will also allow users of SMS-enabled phones...

A new approach of “community sharing” in the call centre industry could improve their occupational health record and benefit UK industry overall, says the Health and Safety Executive (HSE). The report, “Psychosocial Risk Factors in Call Centres: An Evaluation of Work...

Every once in a while a new idea or concept comes along that has the potential to change the way we conduct business. Business performance management was conceived to align corporate objectives with the tactical and strategic goals of all operating areas including...

ScanSoft announced that it has signed a site license agreement with the University of Cambridge. The agreement will enable university-wide access to ScanSoft's Dragon NaturallySpeaking dictation solution as a productivity tool, and as a preventative tool to help avoid...

Sendo and Voice Signal Technologies announced today the first phone in Europe to include Voice Signal's advanced speech recognition application. The Series 60 based Sendo X is the first mobile phone developed under a partnership agreement between the two companies....

At a time when customer switching is at a peak in the utilities industry it is no longer enough to provide cost-effective and efficient billing systems. More important today is the need to be customer-centric and to invest in the relationship with your customer....

Eero Mertano has been appointed director of global sales and marketing of Tecnomen Corporation as from 19 January 2004. Mr Mertano will report to the president and CEO Mr Jarmo Niemi, and will be a member of the company's management board. Before joining Tecnomen, Mr...