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In certain process-centric industries, a practice called Six Sigma has evolved. Since its inception in business in Japan some years ago, it has already been adopted by the highly process driven, manufacturing industry in the US and other countries where it has...

France Télécom's research unit (FT) has begun marketing a new speech synthesis technology that converts any text or message to natural-sounding speech. This full-fledged commercial solution is primarily aimed at providers of interactive voice platforms and telecom...

Eyretel, a provider of voice and data recording, quality monitoring and analysis systems for the optimisation of contact centres, has announced that it had begun worldwide customer shipments of its web-based replay application Contact Viewer Release 7.0. With Contact...

Eyretel, a provider of voice and data recording, quality monitoring and analysis systems for the optimisation of contact centres, has announced that it had begun worldwide customer shipments of its web-based replay application Contact Viewer Release 7.0. With Contact...

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...

Steve Morrell decided to embrace ContactBabel project in January 2000, when the hyped-up technological frenzy was about to plummet. Nevertheless the project was settled in a burgeoning and maturing milieu: the call and contact centre industry in UK. As the Biblical...

The World Wide Web Consortium (W3C) has just issued VoiceXML 2.0, a protocol for voice applications on the World Wide Web. VoiceXML 2.0 allows developers to create audio dialogs that feature synthesised speech, digitised audio, recognition of spoken and DTMF...

Volantis Systems, a UK supplier of presentation management software solutions for the multi-channel internet, has announced the successful deployment of its Mariner application at Telecom Italia Mobile (TIM). Volantis Mariner is used as the delivery platform for TIM's...

Garlands Call Centres, recently acknowledged at the 2002 National Customer Service Awards as the UK's Best Large Contact Centre, has opened a third customer premises in Middlesborough and is already recruiting an additional 200 staff to handle new outsourced services....

In a tough year for telecom vendors and carriers with capital expenditures being slashed and network builds scaled back, a new report from IDC sees though a breakthrough at the overall market for IP telephony and positive signs both on the enterprise and service...

Mobile devices will soon be able to read text messages aloud following an agreement between the Belgian business Babel Technologies and Texas Instruments (TI). Babel developed PocketBabil - its text to speech technology (TTS) - commercially available for Texas...

German phone maker, Siemens Mobile, has just launched Xelibri, the spin-off that will create a new range of mobile phones branding as fashion accessories. Like in fashion, the new devices will be unique. As every fashionable artefact, they will vary according to...

DataDistilleries, a Dutch provider of predictive real-time analytical solutions, announced that Corona Direct, Belgium's second largest direct insurer, has reported a reduction of 25 per cent in the cost of acquiring customers through marketing campaigns using its...

Siebel Systems, a CRM software provider, announced that Vodafone Sweden is using Siebel Communications 7 platform to reduce customer churn and manage service orders and its retail partners. Vodafone Sweden is moving from a customer-acquisition to a customer-retention...

Royal Mail UK has announced new bodies for its marketing and sales departments as part of a wider restructuring to “simplify processes, reduce costs and bring together a new strong single commercial team”. This rearrangement will imply a reduction of around 100 jobs...

Loquendo announced that it has reached the Asian continent. Linlin is Loquendo TTS' new female persona for the Mandarin Chinese language. With this addition to the family of Loquendo TTS (text-to-speech), the Italian business consolidates its aim of providing...

Aculab, the Milton Keynes (UK) based provider of computer telephony (CT) products, has announced that it is to be a premier sponsor of the annual Interactive Intelligence EMEA partner conference, to be held on 29 Jan. in Brussels and 31 Jan. in London. At the...

Aculab, the Milton Keynes (UK) based provider of computer telephony (CT) products, has announced that it is to be a premier sponsor of the annual Interactive Intelligence EMEA partner conference, to be held on 29 Jan. in Brussels and 31 Jan. in London. At the...

Hitachi will be showcasing its awarded Radio Frequency Identification microchip (Mu-chip) at CeBIT’ 2003, to be hosted in Hannover, Germany, from 12-19 Mar. The Mu-chip meets a variety of end-user business requirements, including tracking the movement of products...

On average terms, UK call and contact centre activity ratio is 70 per cent inbound and 30 per cent outbound. UK contact centres receive a bulk of around 43 billion inbound minutes per year, with the majority being dealt with by 250-agents-and-over contact centres....