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April 2010 | Volume 28 / Number 11
Customer Interaction News

News Briefs


Bomgar (News - Alert) (www.bomgar.com) has added the B400 Remote Support Appliance to its portfolio. The product, which is specially designed for large IT contact centers, enables support reps to remotely troubleshoot a wide array of issues including software application or hardware configuration problems, smartphone usability issues and back-end switches and router malfunctions. The B400 runs Bomgar’s remote desktop control software that permits reps to diagnose and fix matters regardless of operating system, location or language. IT service organizations can deploy Bomgar on up to 6,000 managed remote desktops. It produces a detailed support audit trail of activity, including videos of remote support sessions.


Calabrio (News - Alert) (www.calabrio.com) has made available the Calabrio Recording Export (CRX), a software-based transfer
utility that allows contact centers to export multiple call recordings in bulk for archiving and speech analytics. Using Calabrio Recording Export, a software-add on to the Calabrio Compliance Recording and Quality Management application, contact centers can identify recorded contacts associated with business trends or problem areas they are looking to analyze either on-demand or at a scheduled intervals.


Convergys (News - Alert) (www.convergys.com) has launched version 6.5 of its Intervoice Voice Portal (IVP) and the next generation of its Interaction Composer (IC) development environment to further enhance the suite of intelligent interaction solutions. The IVP 6.5 now includes features platform improvements such as enhanced hearing-impaired support and robust management and alarm capabilities to meet regulatory and client requirements. It also offers Visual IVR support that provides visual presentation of service options, content, and responses on mobile phone screens during voice interactions. The new IC release includes an option to translate legacy Intervoice IQTalk applications and render them using IC diagramming and graphical components. This allows IQTalk applications to leverage VoiceXML (News - Alert) and Visual IVR capabilities.


Jacada (www.jacada.com) has come out with two new products the Jacada (News - Alert) Advisor and Jacada Insight and has upgraded
a third, the Jacada WinFuse.

The Jacada Advisor combines the company’s Windows/Web integration and interaction management technology with HTML-compatible “application bubbles,” which enable in-line and in-context data feeds. Jacada Advisor features desktop automation capabilities that simplify navigation, cross-application copy/paste functionality and login capabilities and streamlined data entry. It also provides embedded interaction management that delivers rules-based call flow administration with visual interface and reporting capabilities, presented in-context at critical decision points


Jacada Insight takes and combines the data collected by its desktop unification technology with data traditionally found in CTI (News - Alert), PBX, and IVR/ACD systems with business intelligence tools. Jacada Insight provides contact center managers and supervisors with advanced metrics, delivered in real time Jacada WinFuse 5.5 service enablement and desktop automation solution now supports non-invasive integration with Oracle (News - Alert) Forms and the .NET framework, expanding the product’s application integration capabilities and reducing the need for extraneous custom coding. The new product retains its capabilities to facilitate the acceptance of service-oriented architectures and participation within the context of an event driven architecture


LumenVox (News - Alert) (www.lumenvox.com) has released Speech Tuner version 9.2, which enables speech recognition solution developers to test the applications for errors. The new version is provided with a redesigned interface that helps in increasing accuracy, reducing and tackling errors, and provides suggested settings for improvements. It displays the most common errors in an application, and produces statistics and graphs about them. Speech Tuner 9.2 can perform recognitions on audio, which has not previously passed through the LumenVox Speech Engine, thereby making it easy to run performance tests on a variety of data sources. It also includes a new grammar editor for building and testing grammars, a new transcriber to make performing transcription faster and a faster tester.


Noble Systems (www.noblesys.com) has come out with the Noble TouchStar (News - Alert) 6.0 inbound and outbound contact handling solution: the first upgrade of this product since Noble acquired TouchStar’s assets and intellectual property in 2009. It offers substantial improvements including a new load-balancing multi-threaded software architecture that leverages Dialogic’s (News - Alert) NMS carrier class hardware while remaining backwards compatible
for customers who do not support it. It also provides advanced automation of daily reporting, system activity logging
and data management in a centralized user interface.


Oracle (www.oracle.com) has launched the Oracle Communications Order and Service Management 7.0 aimed at helping communications service providers (CSPs), enables them to get to market faster by unifying the front- and back-office operations required for creating new offers. It also provides them with visibility to detailed order status throughout
the entire order lifecycle and to make this information instantly available to contact center agents and customers.

The new Oracle solution can permit CSPs to identify and manage at-risk orders, and those requiring special handling, which helps reduce order fallout. It also permits CSPs to make low-cost, in-flight order changes, by enabling agents to adjust existing orders to reflect new customer requests; updated orders automatically revise order-fulfillment plans completed or in progress. This can help accelerate order completion, reduce manual workarounds, and prevent costly errors and repeated truck-rolls to customer locations.

Plantronics (News - Alert) (www.plantronics.com) has enhanced its UC-optimized headset and phone lines to make voice communications easier, more versatile and clearer. The Plantronics Savi headset line includes new binaural and monaural headband versions of the Savi Office. Savi Office enables professionals such as senior support reps to listen to any PC-based audio such as music players, streaming audio and video, Webinars and podcasts, and make calls via desk phones or PCs with a simple press of a button. The Plantronics Blackwire 420 is a foldable headset which is designed for mobile worker which can lay flat next to a laptop for portability. It has in-line controls for volume, answer/end and mute. The Plantronics Calisto wideband USB phone line includes the Plantronics Calisto 540, an optimized for Microsoft Office Communicator deskphone.


ResponseTek (News - Alert) (www.responsetek.com)’s ResponseTek: CEM market research, customer feedback and media monitoring solution now enables companies improve sales and service performance by linking customer satisfaction metrics to front-line staff compensation. The winter 2010 release of this product, delivered on-demand, includes dispute management tools to help program managers easily manage and remove bad data. New role-based scorecards and trend analysis reports have also been added to engage and align the entire organization.




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