January 2009 | Volume 27 / Number 8
Customer Interaction News
Customer Interaction News
now offers automated multichannel (voice, e-mail, SMS) outbound messaging services tailored for the financial and healthcare industries. The new solutions, Proactive Outreach for Financial Services and Proactive Outreach for Healthcare, enable greater efficiencies, improved cost savings and enhanced customer experiences. Outbound messaging achieves these results by alerting recipients in near real-time with needed information such as fraud alerts or doctor visits respectively. This not only helps companies cut down on expensive incoming calls, but also frees up live agents to handle more complex interactions, thereby driving improved efficiency and customer service.
now offers Intervoice (News - Alert) ® Voice Portal 6.0 (IVP 6) and the introduction of its next-generation application creation environment – Interaction Composer. With IVP 6, enterprises can now create highly personalized speech solutions, leveraging a set of rules and policies that can be easily constructed by integrating with the Convergys (News - Alert) Dynamic Decisioning Solution. Interaction Composer enables the development of applications that allow callers to perform tasks simultaneously or interrupt tasks with new requests, and then resume tasks where they left off. For enterprises with legacy IVR applications, Interaction Composer also enables the migration of legacy IVR applications to open-standards applications that can include a speech option for more efficient self-service calls
has added speed to its help desk solutions with HEAT® Plus Mobile, which enables field-based technicians to access and update critical service management information including new trouble ticket alerts through BlackBerry (News - Alert)® smartphones. HEAT Plus Mobile offers configurable realtime sync capabilities that remove the dependency on wireless connectivity to access data and remote onsite incident logging and tracking that enables field techs to handle assistance from customers on other issues
is gradually rolling out VoiceScreener, an automated prospective employee pre-screening solution which enables firms to process large volumes of candidates quickly while eliminating the need for time-consuming, expensive, and occasionally challenging live phone interviews. VoiceScreener lets HR professionals use their phones and simple Web-based dashboards to create and distribute custom, recorded phone interviews. HR personnel can put a series of questions into the system in the form of voicemails. Invitations can then be sent to the aspiring candidates and also links for the interviews
has made e-Service Desk, a helpdesk management solution built upon the Metastorm (News - Alert) BPM platform available in the U.S. Recognized for its process enabled design, the e-Service Desk can be integrated to deliver a range of applications including the provision of mobile solutions through BlackBerry mobile devices. This highly flexible and configurable service management solution can be implemented quickly, with minimal disruption to organization's working practices
has added SMS to its Customer Interaction Center® (CIC) contact center suite to enable contact centers to communicate with customers both inbound and outbound via this versatile increasingly popular channel. Contact centers will be able to route, record, and report on SMS on the same way as other media types. Contact centers will also have the ability to push SMS alerts to users
has upgraded its Siebel CRM solution. Oracle’s Siebel CRM 8.1.1 has updated self-service functionality, including Siebel eSupport and Siebel eCommerce applications, with Java-based J2EE applications built on Oracle® Fusion Middleware that extends Siebel’s CRM product to the Web channel. Siebel CRM 8.1.1 now provides industry-specific customer self-service for communications and the public sector, as well as enhanced use of multi-channel applications with Siebel Chat and deeper, more comprehensive search capability. It also includes new deal registration capability to provide improved visibility into channel partner deals—ultimately enabling increased sales effectives of the partner channel.
has bolstered the Oreka Total Recorder (TR) software by enabling to be ready to connect into most commercially available speech analytics engines, thereby increasing ability to process call data and uncover hidden value. It also now has an open Application Programming Interface (API) that permits software companies to enhance their solutions and strengthen their customer base by integrating Oreka TR functionality directly with their applications. Oreka TR, a companion product for OrecX's free Oreka GPL open source call recorder, organizes and catalogs calls over a standard SIP-based VoIP interface. Oreka TR allows call storage and retrieval by timestamp, duration, direction, as well as by remote or local party
plans to launch a new suite of Visual IVR applications. With it enterprises can now offer their customers a new, intuitive way to transact with them using a simple video call on their mobile phones to give a visual representation of their service options. Adding visualization to traditional IVR reduces the time people spend listening to full menu options before making a choice. It puts a visual element to the business transaction itself, such as transferring money or checking in for a flight, enabling the user to complete the transaction much quicker and more intuitively. Visual IVR is gaining increasing acceptance in Europe, where SpeechStorm is located with the growth and proliferation of the 3G network.
has launched a new small to medium-sized business-targeted CRM solution: vPlatform™ CRM. vPlatform CRM, available as a hosted solution, includes advanced customer retention and revenue and sales force automation enhancement tools, marketing campaign ROI analysis, analytics and reporting, and business intelligence functionality
now offers a VoIP lab where its U.S. clients can test the compatibility and capabilities of customer premises equipment (CPE) that has not been certified with the Verizon VoIP or IP Contact Center (IPCC) portfolios. By participating in the Verizon VoIP Interoperability Lab, a company can test drive virtually any piece of equipment, such as an IP PBX (News - Alert) or a Premise Session Border Controller, during a two-week trial period, using a simple Internet connection and Verizon VoIP or IPCC service. Following a successful trial customers can then elect to contract for VoIP or IPCC, using their CPE
Aperio CI (www.aperioci.com) has come out with the Social Network Analysis and Propensities (SNAP), a powerful application that helps identify social groups within a company’s customer network to generate increased revenue and build retention among social network members. Offered initially to and written for wireless carriers, SNAP will likely be adapted for other markets with similar characteristics, such as retail and banking.