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Customer Inter@ction Solutions
April 2007 - Volume 25 / Number 11
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Outbound Technologies Roundup

By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
 




Call centers are ever on the alert for new ways to increase efficiency, keep costs down and at the same time improve the customer experience. Outbound technologies, once thought of as merely random dialers programmed to interrupt family dinners, have evolved in recent years to encompass time-saving and targeted technologies that will actually improve the customer relationship, in some cases by offering customers what they need before they even know they need it. Automated outbound technologies can remind customers of appointments or payments in a friendly and non-threatening way, make highly selective upsell offers, collect information and even allow customers to share information via the outbound contact that will feed back into a company's knowledgebase (proving a point made regularly by this magazine that outbound and inbound are inherently tied up with one another, can complement and enhance one another and, in most cases, should not be considered separate entities).
It's also important to note that multimedia channels of communication notwithstanding, the telephone retains a prominent place in today's customer interaction and relationship management toolkit. As evidenced by the selection of products and services in our roundup, the latest technologies offer greater efficiencies, a variety of useful features and reduced costs of ownership/usage, and have resulted in wider acceptance by and penetration of the small to mid-sized business segments.

We encourage you to visit these companies' Web sites should a quest for outbound technologies be in your company's future.

Key:

A: Auto Dialers
B: Predictive Dialers
C: Preview Dialers
D: Virtual/Hosted/VoIP Dialers
E: Outbound e-mail products
F: Outbound Voice/Broadcast Recording Products

Agile Communications
www.agile.com.au
Product category: A

Aheeva (News - Alert) Technology Inc.
www.aheeva.com
Product category: B, C, F

Amcat (News - Alert)
www.amcat.com
Product category: B, D

Aspect Software (News - Alert)
www.aspect.com
Product category: A, B, C, D, E, F

Austin Logistics
www.austinlogistics.com
Product category: A, B

BCE (News - Alert) Elix
www.bceelix.com
Product category: B

Call Center Consulting Inc.
www.multimessenger.com
Product category: A, B

Calltrol Corporation
www.calltrol.com
Product category: A, B, D, F

Castel, Inc.
www.castel.com
Product category: A, B, C

Centric
www.centriccc.co.uk
Product category: D

ChaseData Corp.
www.chasedatacorp.com
Product category: B, D

Cincom
www.cincom.com
Product category: A, B, C

Clarity AG
www.clarity-ag.net
Product category: B

Collaboration Technologies
www.collaborationtechnologies.co.uk
Product category: B

CosmoCom
www.cosmocom.com
Product category: A, B, C, D

Database Systems Corp.
www.databasesystemscorp.com
Product category: A, B, F

Data-Tel Info Solutions (News - Alert), Inc.
www.datatel-info.com
Product category: A, B, D

Deltathree, Inc.
www.deltathree.com
Product category: D

DialResults
www.dialresults.com
Product category: B, D

Digisoft Computers Inc. (a TouchStar Software company)
www.digisoft.com
Product category: B, C, F

eGain Communications (News - Alert)
www.egain.com
Product category: E

Electronic Technical Services (ETS)
www.ets-pds.com
Product category: A, B, C

Envox Worldwide (News - Alert)
www.envox.com
Product category: A, B, F

Five9
www.five9.com
Product category: D

Genesys (News - Alert) Telecommunications Laboratories, Inc.
www.genesyslab.com
Product category: B, F

Genesys Telecommunications Laboratories, Inc.
www.genesyslab.com
Product category: B, F

Global Connect Strategic Voice Broadcasting
www.gc1.com
Product category: A, F

Information Access Technology
www.iat-cti.com
Product category: B, C

Interactive Intelligence (News - Alert)
www.inin.com
Product category: A, B, C, D, E, F

Jade Technologies Inc.
www.jadesp.com
Product category: D

KANA
www.kana.com
Product category: E

Katalina Technologies
www.voiceguide.com
Product category: A, F

Kolker Systems, Inc.
www.kolkersystems.com
Product category: A, B, C, F

Line4
www.line-4.com
Product category: A, B

LiveVox (News - Alert), Inc.
www.livevox.com
Product category: D

MarkeTel Systems Ltd.
www.predictivedialers.com
Product category: B

NetHertz.com, Inc.
www.nethertz.com
Product category: B

Next Century Systems, Inc.
www.nextcenturytalk.com
Product category: A, B

Noble Systems
www.noblesys.com
Product category: B

NovaCTI
www.novaccp.com
Product category: D

Nuance (News - Alert)
www.nuance.com
Product category: D

Ontario Systems, LLC
www.ontariosystems.com
Product category: B

OPC Marketing
www.opc-marketing.com
Product category: A, B

Oracle (News - Alert)
www.oracle.com
Product category: B, C

Parwan Electronics Corporation
www.voicesaver.com
Product categories: A, B

PDS Inc.
www.ets-pds.com
Product category: A, B, C

Phonologies (India) Private Limited
www.phonologies.com/blaster.html
Product category: F

Premiere Global Services
www.premiereglobal.com
Product categories: F

Protus IP Solutions
www.protus.com
Product category: F

Pulse Voice Inc.
www.pulsevoice.com
Product category: A, B

SER Solutions, Inc.
www.ser.com
Product category: B, D, F

Sigmaworx
www.sigmaworx.com
Product categories: A, B

Solus One
www.solusone.com
Product category: A, F

SoundBite
www.soundbite.com
Product category: F

Stratasoft, Inc.
www.stratasoft.com
Product category: A, B, C, D

Strategic Communication Systems
www.strategicinc.com
Product category: B

SunDial Technologies
www.sundialer.com
Product category: B

Syntellect (News - Alert)
www.syntellect.com
Product category: B, C

Sytel Ltd.
www.sytelco.com
Product category: B, D

Talking Technology International Inc.
www.tti.net
Product category: A, B

TelAthena Systems, LLC
www.telathena.com
Product category: B

TeleDirect International, Inc.
www.tdirect.com
Product category: B

Touchstar Software
www.touchstarsoftware.com
Product category: A, B, C, D

The U.S. Autodialer Company
www.usautodialer.com
Product category: A, B, D

U.S. InfoTel
www.usinfotel.com
Product category: A, B, C

The VICIDIAL Project
www.astguiclient.sf.net/vicidial.html
Product category: D

Voice Message Broadcasting Corp.
www.vmbc.com
Product category: F

VoiceBlitz.com
www.voiceblitz.com
Product category: A, F

Voicent Communications
www.voicent.com
Product category: A, F

VoiceSage
www.voicesage.com
Product category: D, F

VoiceStar
www.voicestar.com
Product category: D

VoiceShot, LLC
www.voiceshot.com
Product category: A, F

Voxco
www.voxco.com
Product category: B, D

Viking Electronics, Inc.
www.vikingelectronics.com
Product category: A

Xtreme Networks
www.xtremenetworks.biz
Product category: D
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