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Audentify, a Autonomy’s spin-off, is launching software which it claims will revolutionise the contact centre by introducing real-time voice recognition to computer telephony integration equipment. Analysts have hailed the application of Autonomy's technology in this...

Nokia announced Mobile Internet Toolkit 4.0 providing new features that enhance the environment for mobile application and content developers. Among these is the incorporation of the content publishing feature of Digital Rights Management version 1.0 from the Open...

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FINEOS Corporation, an Irish manufacturer of banking and insurance software announced the appointment of Isabel Hudson to its board as a non-executive director. Isabel Hudson currently holds the position of corporate development director with Prudential in the UK,...

According to IDC, IT spending on solutions that enable banks' capital adequacy - driven by new Basel 2 regulations - is expected to absorb about 9 per cent of Western Europe's total banking IT spending in 2006. This will significantly contribute to the overall growth...

According to the Datamonitor’s report, 'Call Center Outsourcing in EMEA,' of the nearly 1.2 million agent positions in the region, 150,000 (12 percent) are currently outsourced to a third party within EMEA. Datamonitor predicts this number will have almost doubled to...

SRC, a UK contact centre technology provider, has launched a marketing consultancy service to address the mass-marketing needs of companies using the telephone as the primary point of contact to gain new customers. The division will be headed up by SRC business...

Rhetorical, a UK developer of text to speech technology has created a new voice capable of seamlessly switching between Spanish and US English. Rhetorical's Americas Spanish rVoice recognises when to use Spanish pronunciation and when to use English pronunciation from...

The CAGR for speech recognition solutions from 2000 till 2004 will have been of 21 per cent, while services, applications, enabling software and platforms will represent near €1300 million of revenues by the end of next year. These are some of the conclusions...

Changing the traditional approach of CRM into Citizen Relationship Management, of e-Government into “GoVoicement”, while integrating data, information, knowledge, media, and services for the citizen. Conceived as a paradigm of communication with the citizen, the main...

Talisma announced today the fifth generation of its customer service management (CSM) suite based on an integrated platform for managing cross-channel customer interactions including real-time chat, collaboration and instant messaging. WebCenter enables multi-contact...

Ericsson and mmO2 have signed a pan-European frame agreement for the supply of the microwave solution MINI-LINK. The agreement covers all subsidiaries within the mmO2 group.This deal is a pan-European pricing framework and is the common base for all subsidiaries...

MAAF Vie, a division of MAAF Assurances, a French insurance group, is betting on a solution combining the Idylic VoiceXML platform and Elan Sayso text to speech to optimise the processing of customer calls and provide them with 24/7 access to their life insurance...

VimpelCom, a Russian mobile operator offering services under the Bee Line trade mark and Alcatel are demonstrating new 3G/UMTS mobile applications and services live at the Svyaz-Expocomm trade fair. For the very first time in Russia, the visitors can watch live...

Although wireless hotspots have received considerable media attention, there were just over 1,000 hotspots throughout Western Europe at the end of 2002. However, according to a new report from IDC, this situation is about to change. IDC expects the number of Western...

Aspect Communications, a provider of enterprise customer contact solutions, and Performix Technologies, a performance management solutions company, announced the integration of Performix Technologies' Emvolve Performance Manager and the Aspect Customer DataMart. The...

According to a survey carried by Nokia and The HPI Research Group, the vast majority of UK respondents - three-quarters - regard MMS as exciting. The positive expectations of users in the UK and other surveyed countries mirror actual mobile multimedia usage trends in...

The recording and QA markets are evolving and acquisitions have resulted in major challenges and opportunities for customers and vendors. If either NICE or Witness fail to execute, customers are not going to give them a second chance, with those who view logging and...

Local language information technology application market is likely to touch a revenue of €60 million by 2005 from the current €10.2 million, according to a study by Frost & Sullivan. The local language applications market, currently estimated at about €10.2million...

Quality Plus Callscan, a UK supplier of performance, workforce, e-Learning and skills management for contact centres, has been placed in the top 100 of the Real Business Hot 100 companies for the second consecutive year. Rob Farnham, managing director of Quality Plus...

VoiceGenie Technologies, an IVR and VoiceXML Gateway provider, announced the availability of GenieBuilder, an open-standards voice application software package for use on VoiceGenie's IVR platform. GenieBuilder includes a library of reusable and configurable dialog...

The number of large-scale call centres in Scotland is set to fall by 22 per cent in 2003 according to Mitial Research. The closure of 52 large-scale call centres which provide telephone-based customer service for utilities, financial organisations and hotel, travel...

DataDistilleries, a Dutch provider of predictive real-time analytics, announced the availability of its new software for improved credit risk detection. Offering advanced analytical software that automatically analyses all customer and loan information throughout the...