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High Priority!
October 2002


Rich Tehrani Keep In Touch

By Rich Tehrani
Group Editor-In-Chief, Technology Marketing Corporation


As someone who is constantly traveling, I am always on the lookout for products that help keep me in touch and make my life easier. The co-founders of LogicTree, Fred Korangy, president and CEO, and Masoud Loghmani, CTO, recently explained how their VoxLinx platform can help a constant traveler like myself stay in touch through a variety of devices. Mr. Korangy said that basically LogicTrees technology creates a bridge between data and voice worlds for customers by providing access to data through keyboard or voice; those data can then be received on a cellular phone or PDA. 

As such multimodal applications are now beginning to be implemented on the slow but inexorable road to 3G services, I was curious as to LogicTrees definition of multimodality as they said their VoxLinx Mobile Multi-Modal technology (M3T) platform is carrier-grade and ready for 3G voice access. Mr. Loghmani said LogicTrees definition of mobile multimodality is that through voice and data access (which can be simultaneous) data are actionable, and do not need to be tied to a specific device as application logic decides what type of content goes to which device. The user can jump in from any device as the session is maintained. Companies providing the service do not have to write more than one app because of the LogicTree multimodal gateway, which maintains the session. InfoGate manages all user interactions with Web- based data, and provides simultaneous multimodal interaction capability. InfoGate is in charge of accessing content from the Internet, parsing the content, creating and maintaining user sessions and managing interactions among different clients and each user session. LogicTrees SpeechGate interfaces with the PSTN as a switch, and performs call processing and dialog management. Once a call has been initiated by the user, SpeechGate acts as a data presentation device, which uses speech to communicate with the user. SpeechGate uses an object-oriented and event-driven call handling mechanism instead of the traditional state-driven telephony mechanisms. 

Mr. Korangy added that the technology platform will grow with requirements and it creates a customer experience that creates loyalty. Well see, as the Washington Metropolitan Area Transit Authority recently selected LogicTree and speech-recognition provider Nuance to voice-enable its Ride-Guide Itinerary Planning Service. 

High on my list of frustrations is the inaccessible face many businesses present to their customers by failing to provide the means to have any kind of meaningful interaction with a human when that customer is in need of a guiding light a tour guide to help them find their way. Some enterprises have begun implementing remedies, but for the small to medium-sized business, many packages are simply out of their price range. A tool designed for the SMB market aimed at improving the customer interaction to gain loyal customers is WebInteractive from Linktivity (a division of SpartaCom Technologies). Linking businesses and their customers through interactive sessions is the idea behind the reasonably priced WebInteractive software. When a customer is in need of support on a site, he can click on a button to be connected with an agent and the request is routed to an agent.

WebInteractive is easy to use, as a recent run-through with Linktivity CEO Scott Moule demonstrated to me. Users can manage multiple support requests from an online queue of customers; communicate with customers in real-time via voice or keyboard chat; illustrate and annotate problems using an online whiteboard; view a remote customers PC and monitor activity; conduct a remote-control session and operate a remote customers PC; upload customer files for analysis, or download software patches; restore a remote users PC to a previously working configuration; or direct a remote customer to a Web site using co-browse features. These capabilities are especially handy for technical support desks, but have many more applications than just tech support (and for the less bashful users, there is even a video option available). The collaboration features are easy to use, as with just a few words of encouragement from Mr. Moule, I was able to start manipulating his desktop after he obligingly surrendered control to me.

Im glad to see that, despite the troubled economic times, companies like Linktivity and LogicTree continue to provide products that help keep me in touch, no matter where I am in my seemingly unending travels.

Sincerely,
Rich Tehrani
Group Publisher,
Group Editor-in-Chief
rtehrani@tmcnet.com

[ Return To The October 2002 Table Of Contents ]


Groundbreaking Research From TMC

Over the past 21 years, we here at TMC have fielded hundreds, if not thousands, of questions from analysts, investors and executives looking to outsource to teleservices agencies who are hungry for detailed information on their options. Having been involved in the contact center industry for two decades, I know there have never been any comprehensive research data on teleservices agencies, which is why I am pleased to announce that TMC will soon fill that void with the release of The Worldwide Teleservices Outsourcing Market: Analysis & Forecast, 2002-2003. We have drawn on the 97 years of combined industry experience of the editorial staff here at TMC in putting together this report, so you know every topic of importance will be covered. Specifically, youll learn who all of the players are, the opportunities and services they offer, their size, financial standing, staffing, trends, technologies used, pricing structures and much more. It will be the industrys first complete source of information on the outsourcing community. As such, anyone looking to purchase outsourcing services or just needing to keep track of the industry will need to obtain this report.

Those who are in the teleservices outsourcing business will find it a valuable source of information on what your competitors are doing, which can help you adjust your own businesses accordingly; growth areas in teleservices outsourcing; forecasts for prevailing industry trends; international competition; Internet-based services, etc.

In addition, this report will provide an in-depth examination of the call center community at large those who have in-house call centers, those who outsource all of their call center needs, and those who have an in-house call center and outsource as well. It will specifically look at their outsourcing practices, plans for future outsourcing, budgets for outsourcing, needs for outsourcing, preferences for services and much more.

For teleservices agencies, the report provides: detailed plans to purchase and budget information for outsourcing services of large and small contact centers; comparative pricing models for B-to-B, B-to-C, inbound and outbound services; survey results showing the most crucial technologies you need to offer; a comprehensive profile of the teleservices outsourcing buyer size of company, size of outsourcing budget, most prevalent vertical markets, size of in-house call center, services required (sales, service, lead generation, etc.), desired pricing model and more; and profiles of leading teleservices agencies.

For large and small contact centers and purchasers of outsourced services, the report provides detailed profiles of teleservices agencies, including: technological capabilities; areas of specialty (B-to-B, B-to-C, inbound, outbound, sales, service, lead generation, etc.); pricing structures; size; growth rate; years in business; agent profile; and recognition (awards, certifications).

For equipment manufacturers and software publishers, the report provides: detailed survey results showing the technologies and services most sought after by agency; and budgets and plans to purchase for all contact center technologies by individual agencies and contact center customers.

Whether youre a teleservices outsourcer, a member of the call center community or a vendor of technologies with call center applications, this report will answer all of your questions about the teleservices outsourcing market. Look for the report, coming soon at www.tmcnet.com/research or e-mail me at rtehrani@tmcnet.com.


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