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October 2008 | Volume 27 / Number 5
Customer Interaction News

Customer Interaction News

INTERACTIVE INTELIGENCE LAUNCHES INTERACTION SIP PROXY 4.0

SIP can make communications environments in contacts centers more reliable, secure and easy to manage, areas that are being addressed with Interactive Intelligence (News - Alert)’s new Interaction SIP Proxy 4.0. The SIP proxy product handles routing interactions between servers in a SIPbased IP telephony environment. It’s especially geared toward distributed enterprises and contact centers. It includes a new feature, source-based routing, that makes it possible to route interactions based on their place of origin. The feature results in a simpler deployment process and more operational efficiency, along with enhanced security. Version 4.0 is validated for virtual use with VMware ESX 3.0, which an enterprise-grade virtualization platform. This reduces further the number of servers required to run an all-SIP environment, plus it results in cost savings, and reduced power demand for a “greener” solution. www.inin.com


EONE INTROS CONTIVIO VIRTU AL CONTACT CENTER SOLUTION

Stretch Technologies’ flagship product, Contivio, created by eOne Solutions Group, will now be available in the U.S. Using this solution, customers can set up fully-integrated virtual contact centers using only a browser and a broadband connection. It is designed to extend the core functionality of existing CRM solutions such as SalesForce.com, Microsoft Dynamics CRM, SugarCRM, SalesLogix, SAP (News - Alert), and Oracle into a fully featured contact center. Integration is accomplished by using integration ‘Angels’: a group of software tools that extend application integration and automation capabilities.
www.contivio.com


NEW INCENTIVES MAKE PUERTO RICO MORE DESIRABLE LOCATION

Puerto Rico means ‘rich port’ in Spanish. A new package of investment incentives that came into effect in July has enriched the value proposition of locating contact centers and IT firms there. They include a four percent flat corporate tax rate, down from seven percent, a 50 percent tax credit on product research and development activities that can be used to reduce taxes further, or be sold to other companies, which replaces a tax deduction for those costs, and a 10 percent rebate on energy bills for 10 years. The incentives sweeten Puerto Rico’s value proposition of a unique taxation structure and highlyeducated bilingual labor while being part of the U.S. The contact centers, internal support desks, and IT firms now there include Microsoft, Atento, Axon Global, Cascades Technologies, Corsidian, Honeywell (News - Alert), and Lockheed Martin, reports the Puerto Rico Industrial Development Company.
www.pridco.com


ETP’S XELIGENCE CRM ANALYTICS PLATFORM TO DEBUT

eighty twenty plus (ETP) will showcase its Xeligence Analytical Platform for business performance and efficiency to enterprises and organizations at the 2008 Financial Services Technology Forum Oct.28-29 at the Design Exchange in Toronto, Ontario, Canada. ETP’s methodology is based on finding what it says is the right balance and integration of people, process, information and technology. The firm offers the Xeligence Analytical Platform in industry-specific versions for financial services, insurance, telecom/media, retail, manufacturing, and healthcare. Xeligence automates generation and integration of predictive analytical algorithms within enterprise business processes and systems. Users can configure and trigger the production and deployment of predictive models within areas such as enterprise CRM (cross-selling/up-selling/customer retention), credit scoring, pricing and charge-off and default prediction
www.eighty-twenty.com


GENES YS DEBUTS GENES YS VOI CE PLATFORM 8
FOR IVR



Genesys (News - Alert) has debuted the Genesys Voice Platform (GVP) 8 for IVR. The new solution significantly improves the customer experience through the alignment of selfand assisted-service and integrating voice across all customer service environments through open standards. It offers tight integration with both SIP and with the intelligent Customer Front Door (iCFD) solutions from Genesys and its partners. It also provides a single development environment for contact centers that use the Genesys Customer Interaction Management (CIM) platform.
www.genesyslab.com


SYNTELECT LAUNCHES SURVEY MANAGER

Syntellect (News - Alert) has launched Survey Manager, a new integrated survey module for the Syntellect Customer Interaction Management (CIM). Survey Manager gives customers the ability to provide valuable feedback about their customer service experience. The product’s integration with Syntellect CIM also means that follow-up actions, based on survey answers, can be automatically assigned to agents or queues. This is advantageous for responding to a poor customer experience or taking advantage of a potential sales opportunity. These surveys can provide immediate feedback and either be offered as IVR surveys or delivered later via e-mail through the survey Web site. Individual survey campaigns can support voice, e-mail and Web chat interactions simultaneously.
www.syntellect.com


ASTUTE SOLUTIONS INTRODUCES EPOWERCENTER 7.0

Astute Solutions has introduced ePowerCenter 7.0, the latest version of its customer service application. It has more than 400 updates that address traditional business challenges and those of the extended contact center. RealDialog Agent Assist Integration provides agents with a conversational knowledge management tool that improves quality and accelerates issue resolution and agent ramp up. Web Chat Integration enables agents to converse with consumers in real-time, while maintaining case information in ePowerCenter. Normalization Reporting enables organizations to generate reports that display the number of issues, normalization data, and the normal factor. ePowerCenter Suggestion Rules improve agent performance, enable organizations to collect highly specific and accurate customer data, and improve fulfillment, compensation and follow-up activities. Mass Mailer facilitates creating and managing consumer mailing lists. Record IQ Integration provides a featurerich voice and video/screen interaction recording solution.
www.astutesolutions.com


OAISYS (News - Alert) LAUNCHES VERSION 5 OF TRACER CALL CENTER SOFTWARE

OAISYS has launched the latest version of Tracer, its professional interaction management software. It comes with several significant enhancements to the features and functionality. Tracer version 5 features a newly designed, more intuitive user interface, improved organizational functionality, allowing users to create dynamic search folders, as well as static folders, VOX recording integration for radio channels. It offers digital station-side recording without computer telephony integration dependencies, call segment sharing, allowing users to share only relevant portions of calls, a single, portable administrative interface based on Web services architecture to manage an entire OAISYS recording solutions network. Other improvements include support for supervisor permission enabling user account creation and evaluations and enhanced capabilities in the patent-pending OAISYS Portable Voice Document technology to incorporate desktop video files. OAISYS recording system deployment will now include unlimited user licenses for the Talkument software.
www.oaisys.com


CALLCOPY INTROS VOIP CALL RECORDING SOLUTION

CallCopy (News - Alert) has introduced CallCopy Essential, the company’s new VoIP call recording solution. CallCopy Essential helps small businesses quickly and easily capture and archive inbound and outbound calls. It was developed specifically for small offices to help companies improve customer service, increase productivity and meet compliance regulations. CallCopy Essential comes with a host of features, including a server-based architecture, which is easy to use and administer and doesn’t require installation at agents’ desks. Recorded calls can be easily saved by administrators as WAV or MP3 files and exported via email, hard disk or FTP. Essential also allows agents and administrators to flag public calls and add personal bookmarks to calls that can be used for training purposes and to help customer service improve response time.
www.callcopy.com


‘CRM FRE’ OFFER FROM CONCURSIVE

Concursive (News - Alert) is offering to provide its on-demand ConcourseSuite 5.0 CRM software free of charge for up to 100 users for a period of one year. This offer arms businesses with a full-featured front office product available to ‘a meaningful number of users’ and comes with a 100-user limit. After twelve months, businesses using ConcourseSuite 5.0 under this offer will be given the opportunity to continue the service at low promotional rates: on the order of half of the rates of competing on-demand CRM offerings.
www.concursive.com


CRM-INTEGRATED TELE-SUPPORT HELP DESK VERSION 4.0 RELEASED


Resource Dynamics has released version 4.0 of its Tele-Support Help Desk solution, featuring integration to most CRM systems. The Tele- Support HelpDesk has an updated video demo which shows a ‘day in the life’ of the typical use of its product. A full featured evaluation version, complete with free tech support, may be downloaded from its Web site. One-on-one presentations are also offered. Tele-Support HelpDesk tracks inquiries from inception to resolution. Features include a veritable laundry list of helpful goodies: call tracking, detailed timekeeping, priority escalation with e-mail notification, a built-in knowledgebase that can also be accessed by customers over the Internet, customer status lookup, contract tracking, Inbound/outbound e-mail processing, reporting, customized screens, inquiry work flow and more.
www.resource-dynamics.comk


XACTLY LAUNCHES CRM-BASED NON-CASH REWARDS APPLICATION

Xactly (News - Alert) Corporation has launched what may be the first ever CRM-based automated employee performance application centered on non-cash incentives that can also be applied in contact centers. The solution, Xactly Rewards, is built on Force.com and is presently only available to Salesforce.com (News - Alert) customers. Xactly Rewards provides an innovative easy to use and more effective, non-cash rewards management and fulfillment environment for motivating and rewarding the performance of sales, marketing, support, and contact center individuals and teams. Traditional non-cash rewards programs tend to rely on limited sets of fixed prizes or gift cards. In contrast, Xactly Rewards points can be redeemed for millions of merchandise items via an online catalog from the world’s top brands, travel and leisure, adventure packages, and tickets to entertainment and sporting events. Contact centers and others purchase Xactly Rewards points for $1/point and allocate them as they see fit for rewarding employees who reach specific performance objectives.
www.xactlycorp.com/


UCN (News - Alert) RELEASES INCONTACT OUTBOUND DIALER V2.O

UCN has released inContact Outbound Dialer v2.0, which features a robust presentation and management structure for users. It offers improved customization tools for outbound projects, more detailed disposition functionality, script routing, and adjustable priority delivery. The solution also features custom- defined schemes, enhanced format importing, scheduled power dialing, exportable reporting, dynamic call dispositioning, improved agent screen pop with custom data display and forced, and optional agent participation modes. The Outbound Dialer 2.0, when integrated with inContact ACD, is capable of offering more controls for call flow processing and performance tracking. An agent performance optimization function include customer experience surveys and agent scoring analysis, call monitoring, call recording, workforce scheduling and forecasting, hiring tools to reduce attrition, and targeted training delivered to the agent desktop.
www.ucn.com


AKOTEL RELEASES IVAN

AKoTel Telekommunikations has released IVAN (Interactive Voice Application Network), an enterprise carrier grade call center management product that combines the call distribution capabilities of an ACD with the data collection capabilities of IVR technology, along with all in one easy-to-use Web interface for toll-free numbers, international DIDs and premium rate numbers. IVAN makes use of the freely available Asterisk (News - Alert) Open Source and will be delivered inside AsterLive. It can be run straight from the CD without installation. AsterLive uses Debian Etch 4.0 as its operating system and includes Apache, MySQL and PHP. The product supports all major ISDN HFC-S, Digium (News - Alert) and Junghans phone cards as well as their plagiarisms which are available on the market.
www.astertools.com/products/ivan


COMPIERE EXPANDS, ENHANCES OPEN (News - Alert) SOURCE ERP/ CRM SOLUTION



Compiere has started shipping Compiere 3.1, an update of its ERP and CRM product line. Compiere 3.1 includes 400 new business analyses, functional and technical enhancements. It provides global partners and customers with an easy to deploy, adaptable open source business solution which can reduce acquisition and deployment costs compared to proprietary technology. It offers customers the ability to securely analyze business data making use of third-party reporting and analysis tools. The Business View Layer helps end-users and report designers gain access to ERP data via Compiere’s application- level security controls. Compiere 3.1 comes with pre-defined business views which include customers, vendors, product, sales order, invoice, and shipment data. Customers will be able to add additional secured business views by themselves.
www.compiere.com


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