SAP Launches
Industry-Specific CRM Solution
SAP AG recently announced the latest release of mySAP Customer
Relationship Management (mySAP CRM). SAP claims that with a set of
industry-specific and core CRM functionality to support end-to-end
customer-centric processes, the solution addresses the unique needs of
manufacturing and services companies in 23 industries. The new release of
mySAP CRM offers an upgrade path for existing customers and provides a
modular approach for incremental implementation to help companies leverage
their infrastructure and achieve faster return on investment. mySAP CRM
leverages the SAP NetWeaver technology platform to enable multichannel
interaction processes through a collaborative services architecture for
enhanced analytics, marketing, sales and service functionality. The
announcement was made at SAPPHIRE '03, SAP's international customer
conference, held in Orlando, Florida in June. mySAP CRM incorporates
additions to existing industry capabilities, helping enable more than 280
end-to-end industry-specific processes tailored to directly impact
business objectives. Global customers such as Adobe, AstraZeneca, Cadbury
Schweppes, Colgate-Palmolive, the Florida Department of Revenue, Hydro-Qu'bec,
Interbrew Group, International Paper, Merckle ratiopharm, Nestl',
Siemens, Southwestern/Great American, Tetra Pak, Volkswagen Financial
Services AG and others, representing a range of industries, are planning
to implement the newest version of mySAP CRM, according to the company.
Recognizing that companies in different industries have distinct business
challenges and unique customer processes, products and services, SAP has
leveraged its industry experience to build its comprehensive CRM solution.
Each industry is marked by critical processes that, when executed
effectively, can have the greatest impact on business success. To meet
these customer priorities, SAP offers end-to-end processes beyond
traditional CRM processes that adapt to each industry's environment to
deliver bottom-line results faster and leverage existing technology for
lower total cost of ownership. mySAP CRM provides solutions for industries
including: automotive; chemicals and pharmaceuticals; engineering,
construction and operations; consumer goods; high tech; industrial
machinery and components; leasing; media and entertainment; oil and gas;
professional services; public sector; retail; telecommunications and
utilities.
www.sap.com
American Power Conversion Introduces Next Generation Of Its
Smart-UPS Line
American Power Conversion (APC) recently announced the next generation of
its Smart-UPS line of uninterruptible power supplies (UPS) with the new
2200VA and 3000VA rack-mount models. The new design occupies only 2U of
valuable rack space, while providing up to 2700 watts of power, making
them a good solution for rack optimized servers, server blades and storage
devices. The new models incorporate an advanced feature set designed to
provide enhanced power conditioning and management capabilities for the
protection of critical business applications, data and equipment from
utility power disturbances. As new additions to APC's integrated rack,
power and cooling architecture, InfraStruXure, these models offer an open
and adaptable solution for network-critical physical infrastructure in
server rooms, wiring closets and other small to medium-sized computing
environments. Highlighted features of the next generation of Smart-UPS
units include: higher power output for the increasing power requirements
of today's IT racks; extended range AVR, which maintains high-quality,
computer-grade power even if the utility voltage drops by 30 percent
without using critical battery power; improved battery management in a
temperature-compensated battery charging system with redundant overcharge
protection offers longer life in adverse conditions; self-contained,
hot-swappable battery modules; full PowerChute Business Edition
functionality with serial or USB; and a new sleek design with improved
ventilation. All units are black in color and feature an advanced
16-segment bar graph display and provide front-to-back airflow for optimum
cooling in enclosed racks. In addition to these features, the new
Smart-UPS rack-mount units offer improved manageability with proactive
alarms, a built-in emergency power off (EPO) circuit, newly enhanced
VA/Watt load meter and a comprehensive array of power management
accessories supported through the unit's SmartSlot. Additional accessories
include APC's Network Management Card products, which provide
standards-based monitoring, configuration, control and event handling for
APC UPSs, and PowerChute remote shutdown for systems over a 10/100BaseT
network. The new modules are integrated onto a single UPS SmartSlot card
and have features like a built-in modem for dial in, out of band
management and environmental management capabilities for infrastructure
management.
www.apcc.com
Castel Unveils Latest Version Of DirectQuest
Castel Inc. has announced its new approach to outbound calling with its
DirectQuest call management solution. Castel believes that DirectQuest is
a fundamentally different outbound calling solution that allows businesses
to make and take more customer calls without the hindrance of dead air,
abandoned calls or "unknown" caller IDs. The company believes
that what distinguishes DirectQuest from today's predictive dialing
systems is its patent-pending technology which communicates directly with
the public switched telephone network at the command and control layer.
This approach to dialing can guarantee answer detection that is 100
percent accurate, 100 percent of the time. When a signal pattern meets the
criteria set by the manufacturer for an answered call, such as the
presence of noise energy followed by two seconds of silence, the call
attempt is considered a connect and is routed to an agent. Castel has
engineered a different approach for answer detection and call management
by designing DirectQuest to receive and send telephone network messages.
When a telephone is answered, an off-hook message is sent back to the
originating Central Office Switch. This message, the same message
telephone companies use to initiate billing, is also received by
DirectQuest, which responds by routing the connected call and its
appropriate data screen to an available agent. The amount of time it takes
to receive this connect message and route the call to an agent is in the
tenths of a second range. By the time the called party says
"Hello," an agent is already there to return the greeting. Other
features include: dynamic caller ID on a campaign-by-campaign basis,
outbound/inbound call blending, seamless integration with existing
customer contact applications, an array of calling activity monitors and
reports, centralized call center management and distributed dialing, and
reduced total cost of ownership. The DirectQuest solution is a modular
software application that works in conjunction with Castel's CTI interface
and a digital softswitch, the Castel Enterprise Softswitch Platforms
(ESP). The server-based DirectQuest application is capable of centrally
managing the calling operations of a network of distributed ESP softswitch
dialers.
www.castel.com
Bustronic Offering New 6U 3-Slot cPCI Backplane
Bustronic Corporation, a designer and manufacturer of high-performance
backplanes, has developed a new backplane for low-profile horizontal
CompactPCI (cPCI) chassis. CompactPCI backplanes are most common in 4,
6 and 8-slot sizes. That company states that its new 6U 3-slot cPCI
backplane is a rare configuration with interesting features. Compliant
with the latest PICMG specifications, the 3-slot cPCI backplane features
an ATX power connector to allow easy plug-in from the backplane to the
chassis during assembly. The ATX power connector can eliminate the need to
build a wire harness by using the standard PC power supply cable. The
backplane also features power studs for optimal performance in systems
with higher power requirements. Bustronic's CompactPCI backplanes are
designed to offer faster chassis assembly during system production and
provide a cost-effective solution for system designers.
www.bustronic.com
ISS Annouces Web+Center
Internet Software Sciences (ISS), a provider of Web-based help desk and
CRM applications, has announced the release of a its new 4.0 version. The
new release includes added features such as integrated customer surveys.
The Web+Center is a suite of three integrated, Web-based applications
designed to provide help desk functionality, customer self-help and
business CRM applications. The Web+Center's suite of products can be used
for either external customer support and internal IT support operations.
The product's generic and configurable options were designed to allow the
product to be used in a variety of IT support operations in government,
military, healthcare, education, corporate and hospitality markets. The
new 4.0 version now includes case auto-escalation, internationalization
language options, file download options, customer surveys, calendar
features, customer note searches and new reporting capabilities for
complete case time account and billing. Previous versions include
preventative maintenance/case scheduler, e-mail and cell phone e-mail
notification options, knowledge base, asset management and customer and
support case exporting to PDAs. The Web+Center offers unlimited
customization options by providing over 99 percent of the source code in
an open-source code ASP (active server pages) development environment.
www.inet-sciences.com
RightNow Launches RightNow Hosting 2.0
RightNow Technologies, a provider of multitenancy hosted customer service
and support solutions, has announced its new, accelerated application
hosting platform, RightNow Hosting 2.0, which harnesses added features and
capabilities such as a new hosting management system for customers,
fixed-scope integrations and a business intelligence monitoring system.
RightNow Hosting 2.0's multichannel customer service solution builds on
RightNow's more than 800 hosting deployments and was designed to help
customers overcome common enterprise software barriers. New features
include integration, which enables integration with Web services and XML
into both front- and back-office applications; customization, which allows
for customization of the display field and creates unique interfaces based
on needs; faster and easier deployment, usually in about 30 days,
including integration and customization; and decreased investment.
RightNow Hosting 2.0 will expand into three more areas: business
intelligence, which will offer the ability to uncover and exploit critical
information to maximize customers' service and support operations; hosting
management, which gives customers visibility and control over hosted
applications, including control over timing of upgrades; and fixed-scope
integration solutions, which add multichannel service capabilities to
customers' current enterprise CRM systems at a fixed cost.
www.rightnow.com
Symon Communications Releases NetLite II Wireless LED Displays
Symon Communications, Inc., a provider of contact center and enterprise
performance and productivity tools, has announced the release of its
next-generation LED display, NetLite II, an advanced wireless LED panel.
Symon created NetLite II wireless real-time display technology to solve
the persistent need for increased productivity and improved team awareness
of critical business metrics regardless of time and location. With NetLite
II's wireless capability, enterprises are not constrained by physical
CAT-5 cabling limitations. Companies can deploy NetLite II displays
anywhere there is a need to convey mission-critical information. Symon's
patented NetLite II intelligent real-time displays are available in a
variety of full matrix-sizes. Users can display information the way they
want to see it, with multiple lines or by splitting the panel into
user-defined sections. The new displays also include expanded data storage
and memory enabling enhanced graphics for demanding custom uses. Symon
states that NetLite II offers low-cost installation and superior ease of
maintenance, resulting in a low cost of ownership, and that the slim
panels are the thinnest available on the market today (1.64" deep)
and include an internal power supply. Their thinness, according to the
company, allows them to be installed almost anywhere and in unusual
configurations such as back-to-back. The power cable further minimizes
installation costs by reducing cabling costs and eliminating conduit
enclosures. Symon's server technology drives the NetLite II for instant
alerting, messaging and real-time information display of enterprise data.
This helps enable managers to make available performance, operational and
business statistics to employees enterprisewide.
www.symon.com
Salesforce.com Launches sforce, New Alliances
Salesforce.com, which specializes in delivering software-as-service, has
announced the launch of sforce, the salesforce.com client/service
application development utility; announced strategic alliances with BEA
Systems, Microsoft and Sun; and plans to work with Borland to enable
enterprises to more rapidly build and deliver business applications using
the software-as-service model. Sforce was designed to allow business
application developers to use the tools they love, combined with the Web
services provided by sforce, to more rapidly develop and deploy business
applications at a lower cost than has previously been available. Using the
same utility computing model as salesforce.com, sforce was designed to
provide the services that developers need to build business applications
directly over the Internet. Sforce helps enable enterprises to drive
business processes as a Web-based service for a monthly per-user fee.
Developers can build applications on the sforce architecture using the
tools they already know, leveraging the power of Web services standards.
Strategic alliances and relationships with tool vendors allow developers
to use products such as Sun's Sun ONE Studio tools, Microsoft's Visual
Studio .NET, Borland JBuilder and BEA WebLogic Workshop to build
enterprise solutions, with sforce providing core application services such
as authentication, data management, document management and text search.
The sforce online application development utility allows companies to
deploy Web services using the write-once, run-anywhere capabilities of the
Java platform. Using industry-standard Web service protocols like XML,
WSDL and SOAP, sforce developers can build applications for PCs, PDAs,
smart phones and other Internet-aware devices without buying additional
software or servers. Sforce developers can also extend salesforce.com's
functionality and integrate salesforce.com with other applications.
www.salesforce.com
Genesys Enhances IP Contact Center Portfolio
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel,
has announced that Genesys is extending its Internet Protocol (IP) family
with the introduction of Enterprise IP Contact Center (IPCC) and Network
IP Contact Center, and added support for multiple IP-PBXs. The Genesys IP
Contact Center portfolio was created to deliver functionality formerly
available only in traditional telephony environments, enabling a seamless
migration path for companies transitioning from circuit-switched
communications either to a pure IP or hybrid environment. Genesys' suite
of contact center applications for IP networks is comprised of components
with each addressing a specific market segment, including Network IPCC,
which was designed for telecommunications companies and service providers
relying on carrier-grade IP softswitches; Enterprise IPCC, which serves
large contact centers with more than 150 agents; and Express IPCC, which
offers the same benefits of Enterprise IPCC in a solution specifically
suited for mid-sized contact centers with less than 150 agents. Genesys
also announced that it has added support for Cisco CallManager (IP PBX).
Genesys T-Server 6.5 has been tested in accordance with interoperability
criteria set by Cisco Systems, Inc. for compatibility with the Cisco
CallManager, version 3.1.
www.genesyslab.com
VoiceLog Announces "Pay As You Go" Call Logging
VoiceLog LLC, a provider of third-party verification and call recording
services, has announced its new VirtualLogger call recording service. Like
traditional call loggers that record all or part of a call, the
VirtualLogger can be used for quality control and legal compliance
purposes for any call center. VirtualLogger was designed to offer benefits
including no capital expense, pay only for what you use, the ability to
access recordings from anywhere using the phone or the Web, no staff
requirements for maintenance or tech support; availability in as little as
24 hours, no obsolescence issues and optional recording review and quality
control monitoring. VirtualLogger also offers tested storage and retrieval
technology. Using fully redundant network storage, combined with a
fault-tolerant Oracle database configuration, VoiceLog can store
VirtualLogger calls for up to seven years. Recordings can also be
instantly retrieved from anywhere, using either any telephone or a
computer with access to the Internet
www.voicelog.com
Centergistic Announces AgentView Web Version 3.0
Centergistic Solutions has announced the latest release of AgentView Web,
version 3.0, which comes complete with three predefined page views of
contact center performance information. Included is a message/information
page that can be modified/changed by managers and supervisors. At the
bottom of each page, the viewer can see breaking performance information
in the form of a "suspended" virtual wallboard display. Above
this are pages containing other pertinent company or general Web-based
information, depending on what is of interest to the user. Because it is
browser-based, it can be accessed globally at any time. Additional options
include the ability to import and customize content from other sources
which may include training courses, weather or news feeds or other
information pertaining to the center.
www.centergistic.com
Expertcity Introduces DesktopStreaming 4.0
Expertcity, Inc. recently announced the launch of DesktopStreaming 4.0, a
new version of its remote-assistance service designed to enable help desk
organizations to provide improved service and more cost-effective support
for the real time enterprise. DesktopStreaming 4.0 includes feature
enhancements designed to accommodate remote problem solving,
administration, support, training and issue resolution. With
DesktopStreaming, help desk agents can collaborate in real time with
employees. It enables agents, using the phone or the Web, to share an
employee's PC desktop, mouse and keyboard, helping enable first-contact
resolution (FCR) with improved accuracy. New features include Restart and
Session Reconnect. For issues requiring the computer to be shut down, this
feature allows an agent to initiate the action to restart and reconnect to
the employee's PC, all within one session. Second, version 4.0 offers
Support Session Transfer, which enables an agent to stay connected to the
employee when the issue requires escalation. The "warm transfer"
helps assist in driving employee satisfaction and reducing training time
for agents. A third new feature is Multiple-Customer Support, which allows
agents to engage in up to eight simultaneous support sessions by
communicating via chat tools as well as sharing control of multiple remote
PCs, helping reduce average answer speeds. A final new feature is Global
Management Console, which provides reporting, performance measurement and
customer-satisfaction feedback tools to allow managers to monitor sessions
and manage agents from a single console.
www.expertcity.com
Pipkins Releases Agent Notification System
Pipkins Inc. recently announced its Agent Notification System for its
Vantage Point workforce management software that expedites intra-day
schedule adjustments by enabling call center supervisors to send pop-up
messages to agents' computer screens. Messages can alert agents to
schedule changes and incorporate each agent's new schedule within the
pop-up window; or send overtime requests and allow agents to respond with
a click. The optional module was designed to ensure that intra-day
adjustments can be finalized and communicated quickly without any
interruption to call handling. It can also help eliminate the need for
supervisors to print and distribute new intra-day schedules, and/or talk
to agents individually by phone or in person to solicit overtime hours to
compensate for absences or other last-minute staffing problems. The new
Agent Notification System complements Pipkins' other intra-day adjustment
capabilities, including intra-day forecasting and intra-day schedule
reoptimization. It can also be used to send general business messages,
configured to issue audible prompts notifying agents to check their
computers for screen pops, and used to send information in ticker mode
across the top of agents' screens. Pipkins' Vantage Point workforce
management software forecasts workload and schedules staff in single or
multi-site call centers using a proprietary optimization algorithm,
advanced skill-based modeling, and exclusive historical trend analysis
that fine-tunes call volume forecasts for special events such as mail
drops.
www.pipkins.com
Stratasoft Unveils StrataVoice SV4
Stratasoft, Inc., a wholly owned subsidiary of I-Sector Corporation and a
provider of contact center solutions, has released the latest version of
StrataVoice SV4, its interactive voice response system with outbound
notification capabilities. The latest version - version 4 - was engineered
to deliver world-class text-to-speech (TTS) capabilities to the IVR and
notification system. Highlighted by a new design which is more
user-friendly than its predecessor, StrataVoice is also coupled with a
more dependable call processing algorithm. It is built on Intel Dialogic
technology, which the company claims boosts its robustness and
scalability. A single chassis can house up to 336 ports for IVR in any
telephony protocol: T-1, ISDN, E-1 or analog. StrataVoice delivers several
new features, such as multicampaign inbound, over an unlimited number of
DNIS, while capturing ANI. Customers can design a series of inbound IVR
campaigns versus the one campaign inflexibility of some other systems. The
added TTS capabilities are compliant with the Microsoft Speech API (SAPI),
which is supported by a dozen third-party TTS providers, such as ScanSoft
and SpeechWorks. Customers can design IVR scripts that can perform
external lookups into any ODBC-compatible data source to retrieve and
playback caller-specific information. New application hooks have been
added to post-call processing activities, which allow the customer to
print orders, update external databases and send data to external
applications, such as a shipping terminal for label printing, all based on
a caller response code or action.
www.stratasoft.com
Teltone Releases Notify
Teltone Corporation, a provider of telephony solutions, has announced the
release of Notify for OfficeLink. Notify enables proactive announcements
to inform key personnel quickly in crisis and non-emergency situations.
Notify is a value-added software module for OfficeLink ReVo remote voice
solutions. Notify for OfficeLink automates the notification process,
helping provide more consistent, clear and timely announcements. Notify
can be used for employee announcements, organizing emergency response
teams, activating on-call staff, school announcements, service outage
notifications, military status alerts and public disaster warnings. Notify
integrates with OfficeLink ReVo to provide remote access to the corporate
phone system. For notification scenarios that require call center, help
desk or emergency response teams, Notify for OfficeLink can automatically
log in remote workers to receive calls just like they would normally on
their office extension.
www.teltone.com
Selligent Creates Web Content Management Tool
Selligent, a vendor of CRM solutions, has announced the availability of
Selligent Web Content, a Web content management tool designed to offer
companies an easier means of delivering relevant information to their
extended relationship network (customers, partners, employees and
suppliers). Selligent Web Content can help companies create and
consistently manage and share information across multiple platforms, such
as the Internet, Extranet or Intranet sites. It thereby helps increase the
value of the information contained in a company's business system, speed
up business processes and maximize the productivity of employees.
Selligent Web Content helps control the dissemination of information by
providing customizable workflows that can make it easier to implement a
company's cooperation and approval procedures. A well-defined workflow
makes sure that the right people are part of the publishing process, and
that content is published on the right platforms at the right time. People
with different roles, based on their profile in the Selligent CRM
Solution, may be included in a workflow: readers, approvers, publishers,
etc. These profiles are at the same time the basis of the security
mechanisms of Selligent Web Content. End users can benefit from Selligent
Web Content in two ways: they can subscribe to topics they are interested
in, and be alerted when new information on these topics becomes available.
They can also use the search capability built into Selligent Web Content.
In either case, they can get at relevant information faster and help save
themselves the time and trouble of sorting through a mass of irrelevant
content.
www.selligent.com
Fused Solutions Enters Workforce Management Market With Second
Revision
Fused Solutions, a supplier of contact center solutions, has announced the
general availability of the 2.0 version of EmPlex. Part of a broader
solution suite of technology, services and expertise, EmPlex was designed
to combine the features of multiple workforce management systems in one
easy-to-use, Web-based application, including: skills-based scheduling;
employee-profile management; staff training and development; time keeping
and labor reporting; internal company communications; human resource
management tools; and performance measurement and reporting. The
combination of features helps provide a more central location for
employee-centric data and a comprehensive reporting solution for each of
the included areas. While developed with the specific needs of contact
centers in mind, EmPlex is customizable for use in any organization where
employee management is important. With the ability to manage each of the
included features in one application, each EmPlex implementation is a
custom-built solution.
www.fusedsolutions.com
KANA Announces Availability Of KANA Service 8
KANA, a provider of enterprise customer support and communications
applications, recently announced the availability of KANA Service 8
software, its application for multichannel contact center management. To
help ensure more rapid delivery of KANA Service 8, KANA outsourced
development of the product to Accenture. With the combination of KANA's
domain knowledge and Accenture's knowledge of business applications, the
companies feel the application was quickly and more cost-effectively
developed to provide support for improved customer service throughout the
contact center. KANA Service 8 was designed to help contact centers
deliver personalized, consistent service across all channels. In addition,
the application provides a link between internal systems and customer
interactions, helping empower every customer service agent to respond
quickly and consistently through a universal view of all relevant
information. Available on both J2EE and .Net platforms, KANA Service 8 can
be configured to meet specific customer service information, process,
application and scalability requirements. The Web-architected, modular
application integrates with the other applications in the KANA iCARE suite
as well as other solutions in the enterprise. New functionality in KANA
Service 8 includes: multichannel interaction management and secure
messaging, support for global access to information with capabilities for
localized user interfaces, role-based access to functionality and support
for memberships and permissions to empower IT administrators within the
enterprise with improved ability to distribute access among business
users, enhanced capabilities to execute and view reports for customer
service and knowledge management analysis, the ability for managers to
create and schedule new reports, and the ability for all reports to be
executed across various parameter-based options.
www.kana.com
DPS Announces Version 7 Of Results
DPS Consulting, LLC has announced version 7.0 of its Results software with
new features, designed to provide users with one-click access to
information. Created to address the needs of consultants, small business
owners, associations and other professionals, Results integrates contact
and business processes to control the critical customer management details
from initial contact to final payment within one software product. The
company states that Results' detail-centric approach helps organizations
coordinate essential business processes including contact management,
scheduling, time-billing, invoicing and reporting, from one integrated
application. To further enhance user productivity, all of the information
is presented on the main contact screen, allowing the user to have a
360-degree picture of a customer's status. Data can be merged into
reports, letters, invoices and other documents; Results is compatible with
applications including Word, Outlook, Outlook Express and Excel. New
features in Results 7.0 include a new e-mail tab that integrates with
Outlook or Outlook Express, automatically showing messages for contacts
and their associates, helping eliminate the need to switch to an e-mail
program; the ability to automatically create a permanent activity record
from an individual e-mail, so that a user's entire customer activity
history will be tracked; new activities and e-mail tabs in the associates
module to provide one-click access for the current contact associate
record; direct availability to the mail-merge module from the payments
module, allowing notification and acknowledgments to be created
referencing specific payments, and dynamically changing password for the
main data file so that sensitive data stays confidential, even on shared
computers; and current USPS ZIP codes built-in for more accurate mailing,
reverse lookup.
www.results-software.com
Happenings
Salesforce.com And Genesys Partner
Salesforce.com and Genesys Telecommunications Laboratories, Inc., a
subsidiary of Alcatel, have announced a strategic alliance to support
integration between salesforce.com S3 and Genesys contact center software.
The combined salesforce.com and Genesys solution is expected to enable
joint customers to leverage pre-integrated customer relationship
management (CRM) and contact center software for telesales and
telemarketing activities, delivering the benefits of more productive agent
resources and improved customer satisfaction. The new offering was
designed to deliver to companies a certified, pre-packaged solution that
helps reduce the time and costs associated with traditional CRM and
contact center implementations, and provides advanced communications via
phone, e-mail or Web for both inbound and outbound interactions.
www.salesforce.com/www.genesyslab.com
Altitude Joins Forces With Verint
Altitude Software, Inc. recently announced the integration of Altitude uCI
with the Verint ULTRA Intelligent Recording platform. The Altitude and
Verint joint offering was forged to provide increased workforce
performance, improved customer acquisition and retention and increased
revenues and profits. ULTRA Intelligent Recording was designed to drive
enterprise quality by enabling organizations of all sizes to more
cost-effectively capture every customer interaction and extract actionable
intelligence from telephone, voice over IP, e-mail, chat or agent-assisted
co-browsing contacts. The integration to Altitude uCI is expected to
empower contact centers to control recording and then attach the recorded
interactions to contacts. The integration can allow users to view a full
contact history through Altitude uSupervisor, and play back calls from
directly within the application. The Altitude uCI product suite allows
companies to interact with their customers in a personalized way by
keeping the history of previous interactions and maintaining the context
of these interactions across multiple communication channels. Altitude's
intelligent and skills-based routing capabilities empower users to improve
service quality while increasing upselling and cross-selling opportunities
through retrieval, routing and display of full customer information.
Altitude's predictive dialing option for outbound calls also offers
increased agent productivity and reduced costs. Altitude uCI enables more
efficient and accurate customer service, sales and marketing activities.
www.altitude.com/www.verintsystems.com
Clear Joins HP OpenView Solution Alliance Program
Clear, a supplier of optical, broadband and digital performance management
software, has announced it has joined the Hewlett-Packard OpenView
Solution Alliance Program as a Solution Level partner. The company plans
to deliver a solution, integrated with HP OpenView management software, to
monitor the transport layer (layer one) of the network. The solution will
be designed to enable real-time performance-based service assurance and
end-to-end service management for both service providers and the
enterprise market. With 60 percent of service-affecting problems occurring
at the transport layer of the network, which impacts all protocols (layers
one through seven), Clear helps provide HP OpenView software with the
functionality to monitor mission-critical transport technologies including
SONET/SDH, DWDM and T/E-carrier. Additionally, as part of Clear's
real-time performance-based service assurance offerings, service providers
and enterprises receive customer-centric circuit status, historical
performance reporting, trends, SLA compliance reporting and threshold
violation alerts. Clear's software module is easily integrated into HP's
clients' existing OSS frameworks (inventory, provisioning, fault, customer
care, etc.) and key HP OpenView modules including: Service Information
Portal, TeMIP, Service Quality Manager, Performance Insight, Operations
and Network Node Manager.
www.clear.com/www.openview.hp.com
Indigo Software And i3 Micro Partner
Indigo Software, a developer of SIP (Session Initiation Protocol)-based
communication solutions for IP networks, and i3 Micro Technology, provider
of residential gateway products, have announced that they have entered
into a partnership agreement to provide Internet Telephony Service
Providers (ITSP) with an end-to-end solution for residential IP telephony
services, combining Indigo Software's SIP routing and service
infrastructure and i3 Micro's VOOD line of residential gateways. Broadband
access is fast becoming ubiquitous in the workplace and broadband
connections at home are growing exponentially. According to IDC, in the
coming years, broadband Internet will keep on growing at an impressive
CAGR of 31 percent. Taking advantage of the rising popularity of broadband
Internet, service providers are now capable of offering new services on a
low-cost packet telephony network. The combination of Indigo Software's
SIP Server & SDK (comprising carrier-grade SIP Proxy, Registrar,
Redirect and Location servers) and i3 Micro's VOOD residential gateways is
expected to provide service providers with an end-to-end solution offering
higher quality Internet telephony over an IP network.
www.indigiosw.com/www.i3micro.com
Spherion Launches Bilingual Contact Center
To enhance its ability to serve organizations that are focused on the
expanding Spanish-speaking market in the U.S., Spherion Corporation
announced it has opened a new bilingual contact center near Panama City,
Panama. Spherion officially launched the center on Monday, June 16, in an
opening ceremony attended by Panamanian President Mireya Moscoso.
Spherion's bilingual contact center has been operating since early May,
fielding contacts for a major U.S. telecommunications client. The center
supports calls for both Spanish- and English-speaking callers.
www.spherion.com
Edify Welcomes New CEO
Edify Corporation, an S1 company and a supplier of multichannel CRM
solutions throughout the enterprise, recently announced that Mitch Mandich
has been named president and CEO of the company. Mandich has more than 20
years of management experience and has been instrumental in implementing
high-growth strategies at several technology companies throughout his
career including Apple, NeXT, Pyramid Technology and Tandem Computers.
Mandich has general management, marketing, sales and field operations
skills with a track record of success through his leadership and
understanding of strategic market opportunities. Mandich has held numerous
executive management positions including senior vice president worldwide
sales and executive officer at Apple. Most recently, he successfully
completed consulting and operational assignments at several portfolio
companies for Kleiner Perkins. He previously served as vice president of
worldwide sales and service for NeXT, senior vice president of sales and
marketing at Pyramid Technology in addition to senior management positions
at Tandem Computers. Mandich began his career in computers in the
technical and sales ranks at Burroughs. He holds a Master's degree from
California State University and a Bachelor's degree from the University of
California in Berkeley.
www.edify.com
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