Conteúdos em Inglês

UK businesses are not taking advantages of the opportunities presented by contact centres to support their brands and build customer loyalty. Rather, they are fire-fighting perennial and predictable problems such as large call volumes, fluctuations, peaks and a range...

If you took a representative sample of the population and asked them to recount stories of good and bad customer service, the chances are you wouldn't hear two stories alike. Some people will expect personalised customer service each time they contact a company,...

In a pilot scheme, the UK National Health Service call center, NHS Direct call centre now allows patients to report side effects from drugs. It has started in Beckenham, which covers south east London, and, subject to experience there, will be rolled out to all 22 NHS...

The Swedish communications technology provider, Ericsson today reported a negative net income of SEK 2.7 billion (€ 0.29 billion) for the Q2, a figure that kept unchanged from the same period a year ago. Despite the 7 per cent increase over Q1, the net sales swooped...

Performix Technologies, a provider of employee performance management solutions, and Envision Telephony, a developer of contact centre solutions announced a joint partnership that includes the integration of Performix’s Emvolve Performance Manager and Envision’s...

As the enterprise resource planning (ERP) market in Europe matures, it is relying on the midmarket to maintain positive growth rates, according to the latest IDC analysis. Growth is also driven by end-user demand for pre-integrated application suites and by the fact...

http://emea.idc.com/itforum03 Links    

KANA, a provider of enterprise customer support and communications applications, announced that Brian Kelly has re-joined the company as executive vice president of product strategy. In this role, Mr. Kelly will be responsible for KANA's product vision and strategy as...

Verint Systems announced that Stephen Weller has joined Verint as vice-president and general manager, contact center business intelligence solutions for the Americas. Stephen Weller joins Verint from tenures as executive vice president, North America sales and...

The UK direct marketing (DM) industry is worth 17,7 billion euros in the 2002-2003 period, a 6 per cent increase over last year’s figures, reveals the UK Direct Marketing Association (DMA). The DMA Census 2002-2003 shows a slowdown in the growth of telemarketing...

ScanSoft, a supplier of imaging, speech and language solutions, announced that its RealSpeak text-to-speech platform has been selected as the voice for the educational software developed for Microsoft's language initiative 'Schlaumaeuse,' a comprehensive educational...

IT industry lives in a kind of double bind these days. It’s still facing the aftermath of September 11, war in Iraq, pervasive accounting scandals, a plummeting stock market and political instability leading global CEO’s to harness investments. But on the other side,...

Ericsson’s microwave radio solution, MINI-LINK BAS, will now supports both Asynchronous Transfer Mode (ATM) and traditional Time-Division Multiplexed (TDM) transmission. By supporting both ATM and TDM configurations in the same equipment, the solution can handle...

SeaFrance Limited, a French ferry operator on the Dover to Calais route, is working with voice recording and event capture solution provider TISL, to improve the quality of service it delivers to its global customer base. The solution, valued at €60 thousand, is for...

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

Nokia chairman and CEO, Jorma Ollila, has been awarded honorary membership of the Institute of Electrical and Electronics Engineers (IEEE). Ollila's citation for the award is for contributions to launching mobile communications, “a major global industry that has...

I’m tired of hearing about CRM failures. Yes, CRM projects fail frequently and will continue to do so until enterprises invest as much time and energy into managing people and process as they do technology. How many times have we heard about a Sales Force Automation...

VoiceObjects, a German provider of Voice Application Management Systems (VAMS), today announced the availability of Version 2.0 of its VoiceObjects Factory software framework. The new release offers a variety of enhanced features for the design and creation of voice...

Ericsson has just released the new Dialog 4000 IP telephone series. The new line-up includes a range of digital and IP business telephones and accessories for use with the company's MD110, MD Evolution, and BusinessPhone communication systems. The new phone range...

Nokia and the Greek operator Telestet have demonstrated the first public WCDMA 3G call in Greece over a network ready for commercial use. The demonstration, which was conducted at the Info-Com Conference 2003 in Athens, also included a series of 3G services. The call...

DataDistilleries announced that Rabobank, the largest financial services provider in the Netherlands, has purchased DataDistilleries' analytical software to drive both sales and marketing campaigns. DataDistilleries' analytics will provide Rabobank's financial...

Garlands Call Centres has received a special commendation for the quality of its Human Resources (HR) at the HR Excellence Awards held at Claridges, London on Thursday 3rd July. Garlands was also a finalist in the Hewitt Bacon Woodrow Award for Best Contribution of HR...

The Italian speech technology company Loquendo presented Luca, its the new bubbly male voice for the Italian language. He joins Loquendo's Italian family of voices: Roberto and Marcello, the more 'mature' Italian voices, used in a wide range of information services;...

According to the latest mobile research from IDC, mobile portals will account for over 42 million users in Western Europe in 2007 and the value of the market will be more than $1 billion. Mobile operators such as Vodafone, Orange, T-Mobile, and O2 have launched...

Traditionally, speech technology has targeted large enterprises or large-volume products such as command-and-control-enabled cell phones. These systems required large user numbers to justify the investment, but speech technology is breaking free from this limitation,...