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Customer Inter@ction Solutions
May 2007 - Volume 25 / Number 12
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VPI, SER Optimize Call Recording Through Speech
A strategic partnership has been forged between Voice Print International (News - Alert) Inc., a provider of integrated interactions recording and proactive workforce optimization applications, and SER, a call management and speech analytics solutions company.

VPI’s Activ! Performance Suite and Prioriti Interactions Suite are interactions recording and WFO solutions developed for organizations in the private and public sectors, respectively. To keep with the company’s dedication to providing customers with advanced, effective solutions, VPI is integrating SER’s speech analytics technology into both of its product suites.
www.vpi-corp.com and www.ser.com

Avaya (News - Alert) Launches Customer
Interaction Express

Avaya Inc. recently announced the launch for its customers in the Middle East and North Africa region of Customer Interaction Express, a new, full-featured contact center software suite built expressly for midmarket enterprises. Avaya Customer Interaction Express 1.0 was designed to handle all incoming and outgoing customer transactions across multiple media channels, including phone, e-mail, fax and SMS. The solution also offers call routing and reporting capabilities, enabling companies from 100 to 1,000 employees with contact centers from 10 to 150 agents to deliver consistent service to customers from multiple locations.

Five9 Intros On-Demand Call Center Packages For Small Businesses
On-demand call center solutions provider Five9 has introduced two call center packages designed for small businesses. The Five9 Call Center Suite Small Business Edition, which includes the Small Business Edition and Five9 Inbound Call Center, are aimed at providing small businesses with an affordable way to boost both sales and customer service levels. The solutions were designed to provide comprehensive inbound and/or outbound call center functionality for small teams that spend most of their time on the phone.

The packages also include four concurrent seat licenses, 12 phone lines, supervisor and administrator applications as well as additional customer support and training features for no additional cost.

Intervoice (News - Alert) Launches Next-Generation Voice Portals
Intervoice recently unveiled its new next-generation voice portal products designed to enable complex, simultaneous voice and data interactions, enriching and refining a caller’s experience regardless of the device they are using to access the system. New features were added to enable enterprises to give their customers the highest levels of personalized self-service whether they are using a telephone, a computer or a mobile phone.

NICE Offers Solution For IP Video Security
NICE Systems (News - Alert) recently announced the release of NiceVision Net, a solution for IP video security. NICE also announced NiceVision ControlCenter, an enhancement to its video management applications suite, including new capabilities for advanced control room management and a network-based digital video matrix. The solution offers flexibility to be tailored to fit any customer need, whether as an open solution to be fully integrated with a variety of third-party edge devices and security management applications, or as a complete offering. NiceVision ControlCenter provides real-time event management, enhanced investigation tools, and is scalable to support large multi-user, multi-site environments.

TeleDirect Merges With Wygant
TeleDirect International, a provider of customer interaction management solutions, recently announced its merger with Wygant, a provider of evaluation, training, recording and analytic tools designed to optimize call center performance. The merger will allow the companies to offer customers a more comprehensive, integrated platform of sales, customer interaction and workforce development applications. The companies will operate under the TeleDirect International name. With this merger, TeleDirect adds significant capability to its Liberation platform, a b-to-c CRM platform that helps companies accelerate revenues and improve the efficiency of their revenue producers.
www.tdirect.com and www.wygant.com

Jacada Hires VP Of Product Management
Jacada Ltd. (News - Alert), a provider of unified desktop and process optimization solutions for customer service operations, has announced the appointment of Steve Herlocher as vice president of product management. Herlocher brings to Jacada more than 16 years of product management, operations and development experience in the contact center industry. Most recently, he served as VP of product management for Aspect Software (News - Alert), where he led the company’s product management efforts and was a core member of the company’s product strategy team.

Spectrum Releases Real-Time Visual Data Management Software
Spectrum Corporation, a provider of analytics and reporting solutions, recently
announced the release of neXorce software, the company’s newest real-time data collection and visual display solution that delivers the data needed to monitor performance, improve customer service and increase productivity. The software’s engine collects real-time data items from any open data source and performs calculations, formatting and combining statistics into useful key performance indicators or business metrics with user-friendly tools and functions. Users can then deliver data in a dynamic way to desktop dashboards, plasma screens, wallboards, XML Web pages, e-mail and mobile devices.

Clarabridge CMP Platform Eases Text Mining In Call Centers
Clarabridge, a text-mining software company, has announced the availability

of Release 2.2 of its Content Mining Platform (CMP). Built specifically to enable commercial text mining, the
new version integrates entity
extraction, fact extraction, categorization, sentiment extraction and other

natural language processing capabilities in a single solution. Users can quickly and easily convert internal and external source data into useful business intelligence without the need for special coding. Release 2.2 also includes robust, function-specific reports that organize customer feedback, measure customer sentiment and facilitate root-causes analysis.

AltiGen Hires New President And COO
AltiGen Communications (News - Alert), Inc., a provider of voice over IP business phone systems and call center solutions, has announced that it has appointed Jeremiah Fleming as president and chief operating officer. Fleming’s primary initiatives will be to ensure the acceleration of growth in AltiGen’s business by focusing on the company’s new strategies, product offerings, marketing and business operations. Gilbert Hu will continue to lead AltiGen as Chairman and CEO.

Altitude Offering New Contact Center Solution
Altitude Software has unveiled the Altitude uCI 7.5 software suite that includes Altitude IP Contact Center

functionality. A native IP solution, the Altitude IP Contact Center streamlines IT investments and optimizes human resources to provide businesses with a SIP-based multimedia contact center solution. The suite offers unified desktops, routing, reporting, dialing, voice portal, management and open integration via Web services and/or single language and editor to all media interactions simultaneously and in real-time on IP-PBXs and/or traditional PBXs.

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