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Contact Center Express - Feature Articles

United Sends 400 American Jobs Overseas
According to the Seattle Times, United Airlines plans to close its reservations call center in Kent, Washington, a move affecting 400 workers.
Golds Gym Picks Avaya
A new IP telephony solution from Avaya Inc., a provider of business communications software, systems and services, is working out for Gold's Gym, one of the largest coed health clubs in the world, by helping the organization's U.S.-based locations eliminate costly outside conferencing services.
Forrester Rates SFA Providers
Salesforce.com, a provider of on-demand customer relationship management, was rated number one for its current product offering and market presence in Forresters recent report Forrester Wave: Hosted Sales Force Automation, Q1 2005.
Pronexuss VeoDesign Certified for Microsoft
Canadian firm Pronexus Inc., a provider of computer telephony and speech software solutions, has announced that VeoDesign, its development and testing suite for Microsoft Speech Server 2004, has been certified for use on Speech Server.
Airline Customer Service: Wrong Again.
Airlines desperate to stop losing passengers to competing low-fare carriers were going to improve customer service. Or so thought Kevin Mitchell, a national business-travel expert and founder of the Business Travel Coalition.
Parature Announces Outtask as Customer
Parature, a provider of on demand support software has announced that Outtask, Inc., a provider of corporate travel and expense products, has selected Paratures Customer Support Solution to help serve their growing customer base.
Sedona Announces Year-End Results
King of Prussia, Pennsylvania-based Sedona Corporation, a provider of Customer Relationship Management solutions for small and mid-size financial services organizations, has announced year end operating results for fiscal year 2004.
Conversagent Launches New ASA
Conversagent, a developer of online customer service software products, has announced the launch of an Automated Service Agent for online broker Harrisdirect.
Dacon and Inbound Sign Partnership
From the wonderfully-named town of Hemel Hempstead in Great Britain Dacon, a specialist distributor of contact center solutions and Inbound Solutions, a telecommunications reseller and systems integrator, have announced a partnership agreement.
Talisma Acquires KnowledgeBase.net
Talisma, a provider of multi-channel CRM products, has announced the acquisition of KnowledgeBase.net, a provider of hosted and on-site Knowledge Management software for customer support and self-service.
EEOC to Debut Controversial Call Center
Despite criticism and protests, the Equal Employment Opportunity Commission will open a national call center.
Oracles Appetite Not Sated Yet
Oracle acquires yet another company Oblix.
InStranet to Supply Transcom
InStranet will provide Transcom, Europe's largest geographic CRM/call center service provider with their Contact Centers In-Line application.
Amdocs to Supply Elisa Corp.
Elisa Corporation, a Finnish provider of total telecommunication services and products with operations in Estonia, has announced they will use the Amdocs 6 product portfolio to replace Elisas several existing billing, CRM and ordering systems with a single platform.
Centive Announces CSC Alliance
Bedford, Mass.-based Centive has announced an alliance agreement with Computer Sciences Corporation to provide application hosting for Centives on-demand sales compensation system, Centive Compel.
ACISs RapidAnswer Released
ACIS Consulting Inc announced the release of RapidAnswer, a partner-designed and developed Search Derivative Application for Self Service.
Packeteer Announces Avaya Compliance
Packeteer Inc., a WAN application traffic management provider, has announced successful completion of compliance testing with Avaya, Inc.'s IP telephony solutions.
ExactTarget Upgrades CRM Tools
E-mail software provider ExactTarget has unveiled its Spring '05 software update, adding functionality to its on-demand permission e-mail marketing solution.
Boston Red Sox Draft Avaya
Last April the Red Sox chose Avaya Inc., a provider of communications products and services for businesses to improve their fan customer service and communications capabilities with IP telephony and contact center tools
Fleet Shuffles Call Center Jobs
So far Fleet has cut 1,400 in Massachusetts, mostly call center jobs.
Salesforce.com Saves Company 50 Percent
So nice to have satisfied customers like OpenTV, an interactive television company deployed in approximately 50 million digital set-top-boxes in 96 countries.
Avaya Gearing Up For World Cup
Avaya is laying the groundwork for the 2006 World Cup in Germany.
China's TOM Counts On IVR
Chinese wireless Internet service provider TOM Online is seeking to improve its performance in this quarter after a slowdown.
Salesboom.com Enhances E-mail Tools
Salesboom.com has improved the e-mail component of its CRM/SFA tools
The City of Baltimore Improves Its Call Center
A new central intake call system for all city service requests will provide more efficient, customer friendly government service to Baltimore residents.
Under Paratures Parasol With Webroot
Parature announces two new customers, Parasol and Webroot.
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