Short Message Service (SMS)

• ASC (www.asctelecom.com) offers lower bandwidth demand and increased channel hour capacity for IP call recordings with the EVOip Server Software 9.0, its new VoIP recording solution. EVOip 9.0 now offers post-compression of recorded calls and recording of screen activities. It also records screen activities independent of the company’s quality monitoring solution, INSPIRATIONpro. The screen capability is triggered by audio recording, and search-and-replay is executed in conjunction with POWERplay.
• Avaya (News - Alert) (www.avaya.com) has launched IP Office Release 5, which gives small and medium-sized enterprises enhanced tools that give them greater operational flexibility. It is packaged in six role-based solutions: tailored to roles such as “tele-worker,” “mobile worker,” and “customer service agent.” The solution has been streamlined to a single, higher-capacity hardware platform, supporting more users and enabling more conference calls. Application deployment is easier by being accessible via Web browsers using thin clients. Business continuity is improved; if a location goes down, the system automatically re-registers to another IP Office hub. This lessens rerouting contacts when disasters threaten; it eliminates having a second system at a site solely for continuity purposes.
• Avidian Technologies (www.avidian.com) has come out with the Prophet OnDemand Premium Edition, which is the hosted edition of its Prophet Microsoft (News - Alert) Outlook-based CRM software. It has all the features of the Prophet premises-installed product including including workflow automation, sales assistant, group e-mail wizard, sales opportunity tracking, and reporting. There are free upgrades to new versions of Prophet as released. It is easily upgradable to Prophet OnDemand Enterprise.
• ardMetrics (www.hardmetrics.com) has enhanced its HardMetrics Performance Manager data analytics solution. The new HPM Version 5.3 captures, stores, correlates and retrieves millions of rows of input data from disparate platforms and sources. It can analyze transaction-level, granular data from any operational source or platform. It provides transaction-level data correlation for end user consumption, such as call detail records, quality data and/or recordings, CSAT surveys, trouble tickets, and work orders. HardMetrics has also upgraded data correlation and data aggregation algorithms resulting in increased database load/retrieval performance and increased dimensional and hierarchical analysis capabilities.
• Oracle (News - Alert) (www.oracle.com) has integrated Oracle CRM On Demand with InQuira’s On Demand Web self-service applications. The new solution enables customers to go seamlessly from self-service to live agent-assisted service. Contact center agents receive overall view of customer issues and actions taken, providing a consistent experience across Web, phone, and social community-based channels. Easy authoring capabilities support content creation and maintenance best practices, giving organizations the ability to continuously improve knowledge all within their existing Siebel CRM or CRM On Demand desktop environments.

S3 (www.s3integrity.com) has unveiled the WuLi Solution, a proprietary customer self-service business process that combines customer-driven real-time analytics with a media-rich, online interactive experience. It enables companies to identify and address specific product / service-related problems and opportunities; to uncover and remedy underlying issues that generate customer inquiries; and to evaluate and apply customer feedback and interactions.

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