October 2008 | Volume 27 / Number 5
Customer Interaction News
Customer Interaction NewsINTERACTIVE 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. 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. 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 GENES YS DEBUTS GENES YS VOI CE PLATFORM
8 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. 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. 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. 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. 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. ‘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. CRM-INTEGRATED TELE-SUPPORT HELP DESK VERSION 4.0 RELEASED
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. 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. 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. 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. CIS Magazine Table of Contents |