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Already firmly established as a major business, technology, and customer imperative, contact centre outsourcing will see continued growth over the next decade, according to a new report by Aberdeen Group. The largest increase in the use of outsourced contact centre...

PeopleSoft announced that Inmarsat, a satellite communications network provider, has selected PeopleSoft CRM 8.8 as its enterprise wide customer relationship management (CRM) solution for its new Broadband Global Area Network (BGAN). The PeopleSoft solution will...

Alcatel announced that The Tolly Group, a consulting and independent testing organisation, certified Alcatel’s OmniSwitch family “delivers carrier-class reliability, achieves wire speed performance in demanding network conditions, and offers easy and effective Quality...

Rhetorical, a Scottish developer of text to speech technology is to host the world's first Text-to-Speech Conference, TTS World, in Edinburgh from September 3-5. The event brings together designers, programmers and users from some of the world's major companies under...

Babel Technologies announced the availability of BrightSpeech Studio, Babel’s first prompt generation tool. The TTS solution is currently Windows-based and offers facilities for software development companies wishing to create audio prompts with synthetic speech for...

GlobalWare AG, a language technology provider, has taken over the control of GEDYS-DISKUS and Gedys Internet Products NV located in Den Haag. The companies involved agreed to maintain silence regarding purchase prices. GEDYS-DISKUS was a wholly owned subsidiary of...

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The mobile phone segment of Siemens mobile is getting a new head. Rudi Lamprecht, chairman of Siemens mobile and member of the managing board of Siemens passed on global responsibility for the mobile phone business to Ian Moyes who starts chairing the...

Certainly in the UK, some of the issues facing today’s public sector contact centres were highlighted in a recent National Audit Office (NAO) report. As anticipated, the Report was pretty scathing, citing lack of service quality and high costs as major issues. And...

ScanSoft announced that its VoCon SF embedded speech recognition engine had been selected by PEIKER as the foundation of its Bluetooth voice-activated system for Chrysler Group's UConnect telematics module. The in-car, hands-free system does not require the driver to...

After weeks of debate and deliberation, the judges have announced the finalists of the 8th annual European Call Centre of the Year Awards, organised by CCF magazine. The European Call Centre of the Year Awards will take place at a Gala Awards Dinner on 16th September...

Jorge Duarte acaba de ser nomeado Business Unit Manager da Mainroad, assumindo responsabilidades directas pela unidade de negócios Solutions, na qual são abordadas áreas de especialidade técnica como enterprise management, segurança, performance aplicacional,...

Kirusa, a provider of multimodal platforms enabling wireless applications delivery, and Elan Speech, a supplier of text to speech software, announced a partnership that will bring to market Kirusa’s multimodal solutions with Elan Sayso’s golden tones in UK English,...

Genesys Telecommunications, a subsidiary of Alcatel announced today the launch of Genesys Express 3.0, an enhanced version of its pre-packaged customer service software offering for mid-sized contact centers. Building on its core functionality, Genesys Express 3.0 is...

Touring Club Switzerland has recently launched a service for motorists travelling on Switzerland's national and regional roads: by dialling the number 163, they now have access to the latest traffic information in German, French and Italian, Switzerland's three...

Verint Systems, a provider of analytic software-based solutions and enterprise business intelligence, launched today ULTRA Express, a new software solution specifically designed to meet the intelligent recording needs of small to mid-size contact centres. Based on...

CTI applications provider Amcat will be launching its new multi-media, CTI-based, inbound/outbound and blended contact centre management product - Contact Centre Suite, shortlisted in the European Call Centre Awards - ‘Best Product of Call Centre Expo 2003’ category....

Some 80 workers will be offered a proposal to leave Tecnomen, the Finnish unified messaging solutions manufacturer, according to a statement issued by Ilpo Uotila, Tecnomen’s President and CEO. “Over the past two years Tecnomen has streamlined its operations in...

According to a new report issued by Mercer Human Resource Consulting, the minimum legal amount of severance payment shows a five-fold variation amongst some EU countries. France, Netherlands and the UK have the lowest figures, while workers in countries like...

A recent survey by ContactBabel, the call centre industry analysts, finds that the North of England and Scotland would be hit hardest by call centre job exports to India. The report, 'UK Contact Centres in 2003' finds that the UK call centre industry as a whole...

Cable & Wireless launched a new managed service that combines two of its industry IP-convergence solutions, IP Virtual Private Network with Quality of Service (IP-VPN QoS) for the WAN and IP Local Area Network (IP-LAN), to provide a service covered by a single...

Fluency Voice Technology, a provider of speech recognition applications for use in contact centres, announced that it is to acquire Vocalis, thereby creating the dominant player in UK speech recognition solutions. The combined group will have a prevalent position in...

Croft, a Newcastle-based ICT company, has installed an IT infrastructure at Garlands Call Centres' new Middlesbrough site. The infrastructure, which includes new computing servers, switches, routers and PCs, currently serves 600 Garlands employees and is forecast to...

Software AG has appointed a new CEO, Karl-Heinz Streibich, replacing Karl Heinz Achinger, acting CEO since 1 December 2002. Previously a member of the board of management of T-Systems International, Streibich, 50, has more than two decades' experience in the...

LumenVox announced their release of the Speech Recognition Engine (SRE) v3.5 Beta for Linux, continuing their multi-platform support of advanced speech recognition technology. The latest Linux version continues to place the power of speech recognition squarely into...