Conteúdos em Inglês

CBB Call Center, located in Cracow, Poland, is owned by BPH PHK S.A., one of the largest Polish banks part of the HVB Group. The call center has 120 fully equipped agent desks and handles over 500,000 calls a month. CBB employs about 250 bilingual agents, operating 24...

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Customer Relationship Management is all the rage. If we accept its precept, as most of the financial services industry seems to do, that it is desirable to personalise customer communications at each point of customer contact, then there is an obvious need to...

FINEOS, an Irish provider of banking and insurance software announced the appointment of William Burgess as chairman of its board of directors. Burgess assumes the chairmanship from Tom Mulcahy, who steps down from the board having held the position since August 2001....

Almost six in ten businesses in France, Germany, Italy and the United Kingdom had cut costs in the last year, of which a third highlighted telephony costs as the number one cost saving imperative according to research conducted by Benchmark Research. In terms of...

The major investments that organisations have made in web and email customer services in the last five years have so far failed to improve customer satisfaction, largely because they are not tailoring their customer service strategies closely enough to consumer needs....

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After recording one of the worst ever declines in 2002, followed by a slight recovery in 2003, IT spending in Western Europe is expected to pick up in 2004 in most verticals, according to the latest forecasts published by IDC's European vertical market expertise...

According to IDC's latest forecasts, the Western European market for packaged software is set to grow in 2003 to almost €46,700 million in license, maintenance, and service fee revenue, excluding non-commercial software. Overall, the market will increase to more than...

WHERE ARE MY LITTLE PICTURES? Caller: I can't find my little pictures (icons). Tech Support: What pictures? Caller: One is "my computer," another is like "network neighbour." Tech Support: Do you have any windows open? Caller: Yes. Tech Support: Ok, we need to close...

The Business Process & Strategy sessions at the Call Centre Expo 2003 Conference will provide delegates with business solutions regarding call & contact centre best practice. Leading industry experts will present tried, tested and effective solutions through a...

Babel Technologies has announced that PocketBabil, its Text-to-Speech (TTS) solution for embedded environments, has now been ported to the Symbian environment. Specifically designed for the mobile devices market, the Symbian operating system offers am wide range of...

BT and Nortel Networks are rolling out an integrated voice and data communications system for Manchester City FC’s new ground, the City of Manchester Stadium – home of the 2002 Commonwealth Games. The solution, planned and being delivered by BT Convergent Solutions,...

Alcatel announced today the immediate availability of its Assessment for VoIP Solution (AVISO) tool, a comprehensive software solution for assessing the VoIP readiness of enterprise networks. With the adoption of VoIP on the rise, Alcatel developed this tool to...

Cable and Wireless plc announces today that George Robertson, Secretary General of NATO, has been appointed as Deputy Chairman of Cable and Wireless with effect from 1 February 2004. This role will be part-time executive and he will play a leading part in the...

The IP contact centre market in UK will grow from around 8,000 agent positions in 2003 to over 200,000 agent positions by 2007. The majority of this growth will come after 2005, when the mass market will be influenced by the large number of blue-chip reference sites...

The IP contact centre market in UK will grow from around 8,000 agent positions in 2003 to over 200,000 agent positions by 2007. The majority of this growth will come after 2005, when the mass market will be influenced by the large number of blue-chip reference sites...

Some 41 percent of U.S. consumers reported using a speech system such as a voice-enabled bill pay or flight information line within the past three months. Among this group, 66 percent said they encounter speech systems on a regular basis. Additionally, 61 percent...

The VoiceXML Forum announced today it has engaged Prometric, a part of The Thomson Corporation, to develop and deliver the Forum's VoiceXML Developer Certification Programme. VoiceXML Forum members will oversee the programme and the Forum plans to launch the test...

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The SALT Forum, a debate forum for multimodal and telephony systems protocols, announced that it has published a profile for the World Wide Web Consortium's (W3C) Scalable Vector Graphics (SVG) markup language. SVG is an XML-based language for describing advanced...

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Hans Vestberg was today appointed vice president, general manager and head of Business Unit Global Services of Ericsson. He will be a member of the Ericsson Corporate Management Team. Hans Vestberg has over the past 12 years served in a number of different capacities...