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Brought to you by Customer
Inter@ction Solutions magazine
May 3, 2004
 How Do You
Spell Relief? W-E-B S-E-L-F
S-E-R-V-I-C-E
Call center problems are well documented. The costs remain high despite
the widespread deployment of automated voice response systems, CRM
applications, expert systems and more.
More...
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L'TUR Turns to Envision Coaching
Solution to Help Agents Soar to New Heights
Envision Telephony, Inc., a provider of contact
center software solutions, announced that L'TUR Tourismus AG, the number
one last-minute travel site in Germany, selected the Envision Click2Coach
solution to train its agents to provide better-quality customer service.
Envision's Click2Coach represents a unique approach to improving the
effectiveness of contact center agents. Click2Coach integrates training,
quality monitoring and evaluation tools for supervisors and eLearning for
agents - allowing contact centers to develop, motivate and retain
top-notch agents who provide superior customer service.
More...
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TACA Airlines Selects salesforce.com
for On Demand CRM Across Central and South America
Salesforce.com, the global leader in on demand
customer relationship management (CRM) services, announced that TACA
Airlines has implemented its state-of-the-art Spring '04 service in 19
countries and 35 destinations throughout the Americas. One of only three
profitable Latin American airlines, TACA selected salesforce.com for the
high degree of customization available to meet its industry-specific
needs, as well as salesforce.com's proven success in multi-national CRM
roll outs.
More...
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Onyx Software and KnowledgeBase
Solutions Announce Alliance for an Integrated Contact Center Offering
Onyx Software Corp. (Nasdaq:ONXS),
a worldwide leader in successful customer relationship management (CRM),
and KnowledgeBase Solutions, a leading provider of hosted and on-site
knowledge management software, announced an alliance to offer
KnowledgeBase.net as part of the portfolio of products included within the
Onyx Contact Center solution.
More... _________________________________________________
PeopleSoft Introduces PeopleSoft World
Express for the Small Business Market
At COMMON 2004, the IBM iSeries user conference, PeopleSoft
Inc. (Nasdaq:PSFT) announced PeopleSoft World Express, one of the
industry's most comprehensive solutions for small businesses with annual
revenues between $20M and $100M. The new solution includes PeopleSoft
World enterprise applications, more than 30 industry-specific business
processes, implementation services from certified channel partners, and
the IBM iSeries technology platform. The solution is available for
industrial manufacturers, wholesale distributors, homebuilders, and
construction companies.
More...
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Sterling Audits Offers Clients
Multi-Channel Contact Options
Sterling Audits announced
enhancements to its customer contact options including web-based call-back
on the companys contact us page. Also available are interactive chat
and web collaboration with companys contact center agents. Web
collaboration allows customers and prospects to experience guided
web-based tours from Sterling Audits customer service agents.
More...
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Loquendo And MET France Realize CRM
Voice Portal For Marionnaud Perfumeries Chain
Loquendo - the global speech technology
company, and its partner MET SA, French company part of the Business &
Decision group, announced the launch of the CRM voice application for
Marionnaud, the European chain of perfumeries, headquartered in France.
More...
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FrontRange Solutions Expands Market
Leadership With New IP Contact Centre Product
FrontRange Solutions, a global leader in the
Small-to-Mid Enterprise (SME) and distributed enterprise markets,
introduced today its new suite of integrated Contact Centre applications
that provide robust contact centre functionality at a fraction of the cost
of traditional legacy solutions.
More...
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