January 2010 | Volume 28 / Number 8
Customer Interaction News
Short Message Service (SMS)
Aastra (www.aastra.com) has launched a new version of its Solidus eCare multi-media contact center solution. It offers InTouch, a new unified communications client, offering presence, corporate directory searches and instant messaging. It is also offering Solidus eCare Lite, a downscaled version of the solution designed for businesses with smaller contact centers (50 agents or less) that keeps most of the same functionality of the larger version.
Calabrio (News - Alert) (www.calabrio.com) has come out with a new Recording Controls application for customers using Calabrio Compliance Recording and Quality Management or Cisco (News - Alert) Quality Management software. New phone- and Web-based controls provide on-demand audio recording control and annotation capabilities. Through their Cisco IP phone or browser-based controls, users can start, stop and pause a recording, as well as associate metadata with recorded calls, which makes search capabilities faster and more precise. They can add up to 10 customized metadata fields to associate with a recorded call, such as customer names, transaction results and call classifications.
Cisco (www.cisco.com) has come out with a wide array of new and enhanced communications solutions. Cisco Unified Communications (News - Alert) System 8.0 includes advanced integrated IP applications, federated presence across devices and platforms, instant messaging, customer care, conferencing, video and mobility capabilities. A Cisco-hosted directory of organizations and locations with Cisco TelePresence simplifies the scheduling of intercompany virtual meetings. A new enterprise social software solution includes a social video system that helps enable secure video communities around user-generated content under enterprise control. Cisco’s hosted e-mail offering now allows IT to move to the cloud (i.e. hosted) while leveraging their current investment in the Microsoft (News - Alert) Outlook client.
eOn (www.eoncommunications.com) has debuted eConn IP-PBX. It can serve enterprises with as few as 10 employees to as many as 1,000 employees, in single or disparate geographical locations. Desktop appliances include eOn’s eNterprise 7000 Series IP Telephones, audio conferencing units, analog sets and third party SIP-compliant devices, comprised of softphones, desktop phones, Wi-Fi and IP DECT (News - Alert) wireless handsets. Other features include flexible ACD routing for up to 576 local and remote/home agents and multi-site networking.
Interactive Intelligence (www.inin.com) has released the Interaction SIP Station, a new communications endpoint device designed as an affordable, reliable and simple alternative to IP desk phones. The Interaction SIP Station has no hand set, display, or dial pad. Instead, the unit works in conjunction with a headset and the Interactive Intelligence (News - Alert) Interaction Client, a PC-based call control software application that includes call recording, call rules, conferencing, presence management, company directory look-up, queue monitoring and call history. The Interaction SIP Station consumes less desk space than a traditional phone. It is also more secure and simple to use. The device’s physical buttons include pick-up/disconnect, mute, volume control, emergency speed dial, and a multi-function status LED. It uses power over Ethernet thus further enhancing reliability by making it easier and more efficient to supply back-up power.
KnoahSoft (News - Alert) (www.knoahsoft.com) has come out with Harmony 3.0, its newest recording/performance management suite. It offers a flexible, open reporting architecture, running against native and external data sources. It has PCI (News - Alert)-complying security support via advanced encryption, tight integration and synchronization with Active Directory and enhanced password policy settings with full audit trail tracking and reporting. There is full redundancy that ensures 100 percent recording support for multiple, mixed environments and diverse deployment models including VoIP and ranging from at-home, traditional contact centers, and branches.
LiveVox (News - Alert) (www.livevox.com) now enables organizations for reportedly the first time to establish skills-based routing with dynamic blending of inbound and outbound campaigns for every contact center station via a single Web-based-GUI-tool configurable solution. Contact center managers or IT groups can quickly and easily place agents into multiple tiers and route both inbound and outbound calls through the Web-based LiveVox system, even if agents change workstations day to day. These can be changed or altered as agents gain experience, new agents are hired or new contact centers are brought online.
Nexidia (News - Alert) (www.nexidia.com) and Merced Systems (www.mercedsoftware.com) have partnered to provide integrated agent performance solutions. Conjoined Nexidia’s Enterprise Speech Intelligence speech analytics and Merced Performance Suite and Merced Incentive Compensation Management performance applications will help mutual customers to more accurately identify the root cause of performance issues. Contact centers can then quickly roll out targeted improvement campaigns based on accurate “voice of the customer” analysis. With direct access to individual agent calls, operations can link specific call recordings to performance improvement opportunities.
OAISYS (News - Alert) (www.oaisys.com) new Tracer version 6.0 has several feature enhancements over previous products. An integrated Live Call monitor allows users to connect to one or more Tracer systems, each with up to 192 channels; an Auto Call Monitor provides real time automatic live call monitoring. A live annotations and coaching tool enables supervisors to add text annotations directly to calls during live monitoring, permitting their observations to be captured in real time. Tracer 6 also has quality control work queues allow users to create rules for the count and types of calls that supervisors must evaluate. An automated call organization feature identifies calls that meet set criteria based on call filters, such as agent ID or extension lists, and categorizes them within a specific search folder.
Salesforce.com (News - Alert) (www.salesforce.com) has unveiled Salesforce Chatter, which is a new secure enterprise social network-based collaboration application and social development platform. Salesforce Chatter permits profiles that include contact information, areas of expertise, work histories and photos. A feeds feature allows real time updates to keep everyone informed of what they are working on. Group functionality permits employees to create their own groups within Salesforce Chatter and share updates and content. Salesforce Chatter leverages Force.com’s multi-tenant sharing model, enabling companies to decide which employees have access to what information. Salesforce Chatter permits users to filter the most relevant Twitter feeds into their Chatter application. Employees will also be able to pull information from their Facebook (News - Alert) profiles to auto populate their Salesforce Chatter profiles.
SysAid Technologies (www.sysaid.com) new SysAid IT 6.5 help desk software features live chat, which enables IT administrators to communicate in real time with end-users, permitting them to conduct several different chat sessions simultaneously. The software also includes an improved graphical user interface along with IT Benchmark. The last item is a new tool that helps evaluate IT performance with hard ratios and statistics; it allows managers to compare their support centers’ figures with thousands of other IT departments worldwide.