Customer Interaction Solutions TMC (News - Alert) Labs Innovation Awards 2008
This is our ninth installment of the TMC Labs Innovation Awards
recognizing the truly unique and innovative products and services
within the contact center industry. TMC Labs proudly bestows
a TMC Labs Innovation Award on 20 deserving winners. The results are
published in two parts in order to accommodate our in-depth write-ups
for the winners. The complete winners list appears in the September and
the October issues. Writeups on Aplicor through Numara Software were
published in the September magazine. This month features descriptions
of OAISYS through Toshiba.
OAISYS
Talkument
www.oaisys.com
OAISYS (News - Alert)’s Talkument is a voice documentation
solution that documents telephone
conversations through call recording and
makes them available to individuals to store,
organize, annotate and share with others. It
centrally records telephone calls, giving secure
access for users to view, search, playback,
annotate, organize into folders and share
with others via internal sharing technology
through a single user interface.
The single rack-mountable 1U appliance unit
is capable of interfacing with up to two digital
trunk circuits or up to 48 PBX (News - Alert) endpoints
using some form of IP recording (i.e. not
digital / analog station tapping). Future
enhancements will allow Talkument software
included on a built-to-order server base system
along with Tracer, their call center interaction
management software. This configuration will
be scalable to 192 ports per system.
Talkument’s strength is the ability to organize,
annotate and highlight specific sections
of voice conversations, which can then easily
be shared without sending recording files
through e-mail and using server resources.
Talkument enables a library of searchable, accessible
content for the entire organization.
OAISYS explained, "Historically, the utilization
of call recording has largely been relegated
to call center environments, whether
formal or informal. As a management tool,
the primary benefits of this technology were
employee monitoring, evaluation, training
and also reduction of liability risk. Talkument
has re-invented the use of call recording
to address a new business application—Voice
Documentation." They added, "In the past,
voice conversations and the valuable information
they contained were left to vanish upon
completion of a call. Bridging the gap between
telephony and the desktop, Talkument
facilitates accurate and efficient information
transfer of voice interactions. What e-mail
has done for letters and memos, Talkument
does for phone calls, allowing for easier, more
direct collaboration between co-workers, suppliers
and clients."
Talkument utilizes a technology they call Portable
Voice Document (PVD) which contains
all information about a phone call, along with
the audio recording and all comments that are
added after the call, to be contained within
one PVD file. Users can insert text annotations
to further explain and clarify verbal content
or to respond to a specific question within
the voice document. Enhancing privacy and
security, shared content can be set to expire
and sharing restrictions can be included.
In the last six months, there have been
improvements in Talkument including the
ability to share only segments of a call with
other users, a pop-up feature to notify users
when someone shares a voice document with
them, and recording triggers, which enable
selective recording functionality.
Openet (News - Alert)
FusionWorks Policy Manager
www.openet.com
FusionWorks Policy Manager enables providers
to dynamically prioritize and control
network traffic enabling service providers
to create and deliver new innovative and
more personalized services. Policy Manager
can also make traffic management decisions
based on the time of day (busy hour) and/or
application type to prioritize premium content
over other applications when network
capacity is highest to ensure subscribers are
not negatively impacted. Policy Manager
enables providers to control their networks in
real-time based on subscriber, service, access
network, location, time, quality of service
(QoS) and other parameters. It utilizes an efficient
multi-threaded rules engine with synchronous
and asynchronous communications
resulting in latency as low as 5 to 15 ms.
It features the ability for in-session policy
decisions, which enables service providers to
generate and deploy subscriber-centric policy
controls. The service policy control enhances
the customer experience through real-time
service delivery and improved quality of
service on a per-subscriber, per-session or
per-application basis. Services that can be
charged include parental controls based on
content, duration, and other criteria, bandwidth
tiers, and more. It supports service
enablers and external OSS and BSS systems.
It leverages an easy to use web-based graphical
tools and monitoring dashboards. Built
on Openet’s FusionWorks Platform, Policy
Manager is compliant with 3GPP, 3GPP2,
Cable Labs and WiMax Forum architectures
and standards for policy and charging control,
and leverages IP Multimedia Subsystem (News - Alert)
(IMS) as a reference architecture. Service
providers looking to monetize their networks
and offer value-added services should check
out this innovative solution.
Premiere Global Services (News - Alert)
Accounts Receivable Management
www.premiereglobal.com
Call collections may not be the sexiest
topic in contact centers, but it is critical
technology component and crucial to the
financial lifeblood of any business. Premiere
Global’s Accounts Receivable Management
(ARM (News - Alert)) solutions help to ensure a
continuous supply of revenues by offering
proactive communications solutions on
their hosted platform. Premiere Global is
a hosting service provider whose platforms
contain a variety of communication technologies
including e-mail, SMS, automated
speech recognition, Internet protocol (IP)
fax, Web and audio conferencing, mobile
and other technologies. Its Web portal
PGiConnect.com enables customers to
use the applications directly from their
desktop or mobile device. Its ARM
functionality is powered by their Premiere
Global Communications Operating System
(PGiCOS). It offers open standards access
to these applications via its Premiere -
Connect API suite, enabling customers
to integrate PGiCOS directly into their
enterprise applications, such as ERP, CRM,
and human resources systems.
One of the ARM solutions’ claims to fame
is how it can accelerate communications and
payment at each stage of the billing cycle. For
instance, for billing and invoicing you can
use notifications to send bills and invoices to
customers faster; distribute bills via broadcast
voice, email, fax or SMS message — with options
for voicemail and answering machines.
Additionally, it features payment reminders
to remind customers when payments are
due or past due using reminder communications
in the format your customers prefer. It
also includes automated dunning activities
to notify customers of the past due status
of a bill or invoice. It also includes built-in
automated payment features to help customers
pay you faster without agent intervention.
Further it features comprehensive profile and
call management features customized to your
specific needs and requirements. Importantly,
Premiere Global offers Web-based reporting
and analytics to track campaign effectiveness.
Premiere Global complies with type II SAS (News - Alert)
70, HIPAA, GLBA, Sarbanes-Oxley, Safe
Harbor, SB-1386, and similar regulations.
Messages are delivered over VoIP, SIP, and
PSTN, and clients can connect to the Premiere
Global Communications operating system
using protocols such as SMTP, FTP(S),
HTTP(S), and XML/SOAP 1.1. The
platform’s voice component supports transfer,
authentication, barge-in, advanced scripting,
call management, call pacing, recorded
message detection and work-around, retry
and resend, Whisper technology, and enhanced
PAMD (positive answering machine
detection). The system has call management
features and can pace calls, in effect acting
as a Web-based auto dialer. The company’s
intelligent mass dialing network supports
outbound campaigns without the need for
additional hardware. Other features include
advanced scripting, answering message detection,
and whisper technology, which tells the
operator who is on the line before actually
connecting the call to the operator. Over
the last six months, Premiere Global has
enhanced its text-to-speech technology and
customized call pacing features.
Prosodie Interactive
Pro VACD 3.0
www.ivrinc.com
Prosodie Interactive offers a Virtual Automated
Call Distributor called Pro VACD
3.0 which enables skills-based routing of
inbound calls. They provide a virtual administrator
and agent screen for real-time remote
management. Their hosted service only
requires a phone connection and a browser at
the customer premise. All of the call routing
is handled by VACD 3.0. Prosodie was one
of the industry’s first Virtual ACD solutions
and uniquely they work very closely with
their customers to customize and fulfill the
client’s specific needs.
Some powerful features include traffic over
flow manager, online call detail search, a personalized
view gate queue ticker; call recording
and real-time call monitoring. Prosodie
claims to be one of the first companies to
take these features to market and provide
contact center managers the tools necessary
to manage a remote working organization.
Prosodie told TMC Labs, "Our consultative
approach to our clients has been repeatedly
validated as a major reason for our success."
One innovative feature they explained to us
- "We have a built in capacity buffer for our
clients to utilize and they are only charged if
they do so. This allows a company who averages
a set amount of calls a day to compensate
for a spike in traffic."
Benefits include the ability to handle peak
periods & provide 24/7 service, increased
efficiency, and the ability to seamlessly
route calls to multiple contact centers &
home based agents. Pro VACD 3.0 provides
flexibility for agents to pick up and drop
shift. Core features include call queuing and
routing, skills-based call routing, prioritized
call routing, DNIS assignment of agent
groups, unlimited number of agent groups,
toll free call answering, and custom messages
created for each DNIS. Supervisory features
for monitoring & evaluating agent/system
performance is available, as well as dashboard
display in real-time of agent/call data.
RingCentral (News - Alert)
RingCentral Online 5.0
www.ringcentral.com
RingCentral Online is a hosted-PBX service
that integrates PSTN, mobile, e-mail,
voicemail, fax, SMS, VoIP and the Internet,
employing patent-pending message synchronization
algorithms as well as voice-chat and
click-to-call technology. RingCentral targets
small and home-based businesses, mobile
"road warriors" and independent contractors
to offer a comprehensive communications
platform to help stay in touch with your
customers and critical information.
RingCentral provides a complete virtual
phone system for small businesses by integrating
landline, VoIP, cellular, email, voicemail
and fax with a powerful web interface.
RingCentral combines a toll-free or local
number with advanced call management,
PBX, voicemail and Internet fax, enabling
customers to set up multiple extensions with
voicemail, automatically screen, forward and
place calls, take voicemail, send and receive
faxes, and receive message alerts.
RingCentral’s DigitalLine is their proprietary
hosted VoIP service. You can assign Digital-
Line to any extension in your account and
use answering rules to route calls to Digital-
Line phones according to day, time and
Caller ID. A unified call log keeps track of all
incoming and outgoing calls.
The enhanced Call Controller with Soft-
Phone enables you to answer and place calls
directly from the PC, conference calling, and
recording calls. The Call Controller application
features screen pop-ups that includes a
caller audio preview and caller ID, so users
can screen before deciding how to handle
the call. One very innovative feature is that
subscribers can reply to callers by typing a
message that is converted to audio using
text-to-speech technology – which can also
be played as a custom greeting for incoming
calls. For missed or ignored calls, RingCentral
also includes a feature that notifies users
of their messages by phone, text or email.
RingCentral features and easy to use web
interface, enabling users to configure and
manage their own virtual phone system, including
extensions, a dial-by-name directory,
call forwarding, auto call distribution, call
screening and voicemail.
RingCentral also provides an auto attendant
and extensions for individual employees,
who have personalized dashboards to manage
inbound calls. Each extension can be programmed
with its individual call-forwarding
rules. The RingOut click-to-call out feature
allows customers to return calls instantly or
highlight a number on a Web page or application
and click it to call. Another feature,
RingMe is a click-to-call button that customers
can embed within their Web sites and
email signatures. RingCentral Fax is another
powerful feature which includes a toll free
or local fax number, which can receive faxes
in a recipient’s email inbox as well as in a
customer’s Web-based RingCentral account.
salesforce.com
Salesforce to Salesforce
www.salesforce.com
Salesforce to Salesforce, a 100 percent web
SaaS application, was developed as a way for
salesforce.com’s customers to connect and
share data with their partners on-demand.
Salesforce.com (News - Alert) proudly claims that this
product has been coined the "Facebook™
of the Enterprise," a service that allows
any two Salesforce customers to be able to
securely connect and share information with
zero integration required. With Salesforce
to Salesforce, companies can choose which
channel partners, (currently numbers
43,000 users) within the salesforce.com
community, that they would like to share
information with.
You can easily send invites and accept
invitations to start sharing data immediately
with suppliers, vendors, partners, and
customers that also use Salesforce. Send
branded e-mail invitations to business
partners and set up trusted, secure datasharing
connections and once invitations
are accepted, share data immediately. It
features a customizable publishing model,
allowing companies to opt in and decide
what object types to share - leads, opportunities,
accounts, contacts, tasks, or
custom objects – providing users with a
secure connection to share only the data
that their business partners need. Companies
can pick and choose - right to the
field level - what updates they want to
receive from connections. The process of
selecting objects and fields to subscribe to
is done with the simple click of a button,
and requires no coding. Salesforce to
Salesforce enables users to share data and
collaborate on business-sensitive processes
while simultaneously giving them real-time
visibility into updates being performed by
their partners, customers, and vendors.
Salesforce Ideas and Salesforce Content were
added in the June Salesforce Summer ’08
release. Salesforce Ideas enables customers to
tap into the innovative power of their customer,
partner or employee communities by
allowing them to post, discuss, and vote on
ideas. Salesforce Content allows companies
to securely share, manage, and collaborate
on business content such as documents and
presentations. Salesforce.com explained it
best when they told us, "With Salesforce
Ideas, companies can leverage the knowledge
and expertise of their partners in
designing better products, providing better
services and making better decisions overall.
With Salesforce Content, companies can
tag (News - Alert) relevant information for their partners,
such as marketing documents or sales sheets,
helping them to filter through the most current
and relevant content for their partners.
These features empower Salesforce to Salesforce
customers to work more closely and
securely with any company or group they do
business with: partners, suppliers, resellers,
vendors, distributors, agents, brokers,
or customers. This ultimately builds the
foundation for strengthening their business
relationships, generating more value from
the information being shared and opening
the lines of communication within the
channel partner network."
ShoreTel (News - Alert), Inc.
ShoreTel 8.0
www.shoretel.com ShoreTel is an early VoIP pioneers amd
one of the first to offer an IP-based PBX.
ShoteTel 8.0 enables companies to seamlessly
integrate all communications-voice,
data, messaging-with their business processes.
ShoreTel’s features a distributed software
architecture that scales seamlessly from 1 to
10,000 users including PBX, voice mail, and
automated attendant functions.
ShoreTel 8.0 now enables users to integrate
all forms of communication, including
video, with business processes. In release 8.0,
Unified Communications (News - Alert) (UC) capabilities
are greatly enhanced, offering streamlined
business communications and more intuitive
access to fully integrated voice, instant
messaging, e-mail and video. ShoreWare
Call Manager’s desktop user interface offers
tabbed windows that make users more
productive by making it easier to access
voicemail, call history, directories and the
speed dial list. ShoreTel’s new ShoreWare
Professional Call Manager supports easyto-
use, high-quality video: up to 640x480
resolution and up to 30 frames per second.
The Professional Call Manager also provides
presence information and consolidates
instant messaging with voice, video and
e-mail for a true unified communications experience. Call Manager is
a fully-featured softphone which allows users to make or receive calls
from their PC or laptop.
ShoreTel’s UC system also now includes built-in support for SIP
endpoints, devices, and applications that comply with RFC 326, giving
customers flexibility and choice in what SIP devices their businesses
require. ShoreTel claims to be the first leading unified communications
vendor to deliver a product that takes advantage of the most recent
enhancement to the H.264 standard for video compression: Scalable
Video Coding (SVC), enabling high-quality desktop video. For redundancy,
ShoreTel uses an N+1 model for the ShoreTel voice switches.
Additional applications and features include Legal & Professional
Cost Recovery Application as well as E911 Notification Application.
E911 Notification Application supplements the native E911 support
built into the ShoreTel system. This application provides site administrators
with an extra level of oversight and security by automatically
alerting them with audible desktop screen pops and by placing
notification calls to all configured phone numbers when a 911 event is
detected on the ShoreTel system. Other innovative features include a
Microsoft Dynamics CRM Integration application, ShoreTel NetSuite (News - Alert)
Integration application, ShoreTel Salesforce.com Call Center Adapter,
and the ShoreTel Web Dialer Application.
Siemens Enterprise Communications (News - Alert)
HiPath ProCenter
www.siemensenterprise.com
Siemens HiPath ProCenter Enterprise represents their core solution in
the OpenScape Contact Center portfolio. The portfolio of solutions,
all based on a single code base targets contact centers ranging from
10 to 7,500 active agents giving Siemens (News - Alert) a broad market reach. The
Siemens HiPath ProCenter Enterprise solution includes intelligent
routing, full multimedia automatic call distribution, historical and
real-time reporting desktop tools for managers and supervisors, agent
desktop applications with screen-pop, presence and collaboration capabilities.
A complete Software Developers Toolkit (SDK) is available
and Siemens offers published, open interfaces for extensive integration
with third party solutions.
Siemens owns the patent for their innovative skills based routing,
which was first patented by Siemens in the early 1990s, known
as ResumeRouting, and includes a unique algorithm that drives
calls to unique skill sets and skill levels on a per agent profile
basis based on dynamic virtual groups and call-by-call queuing
with predictive capabilities for all media types. The solution is
also based on 3rd party CTI (News - Alert)-based call control functionality. The
solution is built on a SOA-based architecture and offers open
virtualized contact center functionality.
The platform features strong presence capabilities enabling agents
to assist with various customer interactions including voice, email,
Web chats, and more. Additionally, support for Jabber and Sametime
instant messaging is available. Unified communications and
a standards-based approach is at the very core of Siemens offering.
Siemens told us, "At Siemens we believe that incorporating the
breadth of Unified Communications capabilities as part of the matrix
of core contact center offerings will drive even greater achievements in
improved customer satisfaction, higher FCR and simultaneously drive
lower total cost of ownership for our customers while delivering the
most rapid ROI – a unique position in the industry."
Desktop tools can be used for real-time monitoring, quality control,
workforce optimization, improved workflow and performance
reporting along with advanced multi-media and UC capabilities.
The desktop Design Manager is a graphical user interface that allows
contact center customers to control their call flows and multimedia
designs, which can be done on the fly. The Agent Desktop application
features screen-pop of contact details for all media types, real-time
PC-wallboard display, tear-off and park toolbars and customization
by the user, built-in presence and collaboration features, and personal
performance statistics.
Soffront Software, Inc.
Soffront CRM Version 8.7
www.soffront.com
Soffront Software targets mid-size businesses with their midmarket
CRM product called Soffront CRM Version 8.7, a hosted
or customer premise offering which features sales automation,
marketing automation, customer service, knowledge base, order
processing, help desk, defect tracking, project management and
more. The Soffront CRM application is completely web-based and
can be deployed very quickly.
Soffront includes an innovative built in code generator to generate
codes from customer’s specification of forms using a visual form
designer. A completely WYSIWIG web-based CRM form designer
makes development very easy. You have the ability to delete database
fields, tables, and forms (in addition to hiding them from user). It also
features a two-dimensional user configurable CRM matrix reports for
"what if " analysis. A fully automated campaign engine with the ability
to schedule campaign execution is included.
Softfront (News - Alert) told TMC Labs, "Soffront has been the first to offer zero
footprint web clients, first to introduce web based form designers,
form code generators, web based scripting options, graphical workflow
editors, CRM business automation rule engines, configurable
CRM Portals. The new version 8.7 takes CRM automation to new
heights with its fully configurable web-based automation rules engine,
completely minimizing the need for scripting."
Soffront also provides a point and click visual SQL query builder
that does not require the knowledge of SQL language to build very
complex queries joining multiple tables. Soffront report engine is very
powerful allowing users to create numerous types of text, graphical,
funnel and Gantt charts. Soffront 8.7 the latest version adds
multi-currency support, enhanced calendaring and group scheduling,
recurring activities and opportunities, new email enhancements, and
Google Maps integration.
Toshiba (News - Alert) America Information Systems, Telecommunication
Systems Division
Strata ACD IP Call Center Solution with
Net Phone Presence
www.telecom.toshiba.com
Toshiba’s Strata ACD is an IP call center solution designed for
small- to medium-sized enterprises or larger corporate users with
multiple sites. Available with Toshiba’s new Net Phone 6.0, it
offers a host of Presence features that deliver powerful presence
capabilities for call center agents, supervisors, and other users.
It is compatible with Toshiba’s Strata CIX IP family of business
communication solutions. The Net Phone 6.0 features include a Presence Viewer and an ACD Viewer that
shows real-time status of the Call Center,
including phone status (idle, busy, or do
not disturb), status message (shows status
set by Net Phone such as canned such as
‘in meeting," as well as text entered by
the user), chat status (shows if Net Phone
is launched and agent is online to accept
chat requests). Further, you can click to
initiate a call or request chat with agents.
Collaboration tools including Chat and/or
Whiteboard, implemented directly from
the Presence window.
The platform supports an optional
built-in VoIP softphone. Strata CIX IP
Mobility compatibility allows users to
switch from the Net Phone VoIP to the
IP telephone or the SoftIPT soft phone
on a laptop computer. The voice connection
is changed to the selected telephone,
while the Net Phone can still provide the
screen pop and control the telephone.
It offers screen pop, and desktop call
control such as drag and drop transfer
and conference capabilities. Importantly,
it offers personal call handling rules so
users are contacted how and when they
wish. Advanced call routing is available
to direct calls based on caller ID, account
numbers, private lists, balanced call
count, preferred agent treatment, agent
priority, time-of-day, day-of-week, dayof-
year, and user-entered data.
Other powerful features include skillsbased
routing, priority queuing, and the
ability to inform callers of their place in
the queue or estimated time before answer,
as well as offering alternative actions
such as going to voice mail or a call back.
IVR Voice Assistant gathers and validates
caller input, triggers responses, and can
alert agents when queue is overloaded.
Call Recording and Logging enables calls
to be recorded, stored, organized, searched
and played back.
Toshiba Strata ACD resides on the
Toshiba Strata Media Application Server
(MAS), which integrates all ACD and
reporting, voice mail/unified messaging,
IVR, text-to-speech, speech recognition,
video conferencing/collaboration, CRM,
and other value-added applications and
capabilities on a single integrated platform.
This integrated approach reduces
the TCO and mitigates any integration
issues that plague multiple server or multiple
vendor solutions.
Toshiba explained, "One of the reasons
Toshiba’s Strata ACD application can run
so efficiently on a Media Application Server
concurrently with other applications is the
use of Host Media Processing (HMP)
technology. This not only provides processing
efficiency but eliminates the need to use
expensive Dialogic (News - Alert) voice boards in the server,
providing additional cost savings."
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