Customer
Inter@ction Solutions' 2003
Product Of The Year Awards
Each
year, Customer Inter@ction Solutions' magazine bestows its Product of the
Year awards on companies that have demonstrated excellence in technological
advancement and application refinements. These are products and services
that have gone the extra mile to help improve both the customer experience
and the ROI for the companies that use them. It is these companies'
contributions that lead the way in making the call center technology
industry the dynamic field that it is today.
In these times of reduced budgets, every dollar spent on technology is
precious, so it is vital that capital investment in technology and services
be invested as wisely as possible in order to speed return on investment and
improve the business processes and bottom line of the companies that
purchase these technologies.
To this end, the editors of Customer Inter@ction Solutions' have compiled a
list of the best of the best for our readers. These products span a range of
product categories, but all represent the pinnacle in their chosen arenas.
As always, we encourage you to do research to help you select those
technologies and companies that best suit your company's business needs and,
ultimately, your most important company asset of all ' your customers.
ACCPAC International, Inc.
www.accpac.com
ACCPAC CRM/ACCPACcrm.com
ACCPAC CRM is a Web and wireless-based solution designed to provide complete
access to not only customer sales, marketing and support information, but
access to the back-office accounting and operations solution as well.
Through its Integration Server, ACCPAC CRM can access and centralize other
information sources from across the enterprise, and the sophisticated
workflow engine means users can even automate processes across their entire
organization ' a necessity in today's customer-focused marketplace.
AltiGen Communications, Inc.
www.altigen.com
AltiContact Manager
AltiContact Manager (ACM) is AltiGen's advanced contact center solution. ACM
was designed to support inbound, outbound or blended contact centers and is
targeted at contact centers of 12 to 500 agents. The product is a turnkey IP
hardware/software system for inbound, outbound or blended contact centers.
Each ACM chassis will support up to 128 active agents with up to 500 active
agents in a multiple chassis or distributed implementation. AltiContact
Manager allows businesses to save money by providing comprehensive,
easy-to-use tools and technology that enhance the customer experience,
increase sales and service levels and improve agent productivity.
Amcat
www.amcat.com
Amcat Contact Center Suite
Amcat Contact Center Suite is Amcat's completely new enterprise contact management solution. Based on the latest industry standards including Microsoft .NET and worldwide customer input, Amcat Contact Center Suite is an enterprise CTI solution, designed for inbound, outbound and blended contact centers. Typical users have a specific need for proactive, and well-managed multi-media customer contact.
Amdocs
www.amdocs.com
Amdocs ClarifyCRM 12
Amdocs ClarifyCRM, unlike traditional CRM systems, is designed specifically
for the needs of large companies with high volume contact centers, highly
complex and wide-ranging offerings, and millions of customers. Features
include seamless customer interaction among call centers, Web sites, sales
and service teams; Web-driven interfaces that support online self-service
for lower costs and increased customer satisfaction; data mining technology
that allows for quick identification of high-value customers prone to churn;
and proactive marketing campaigns to improve customer retention
Applied Innovation Management
www.innovate.com
HelpDesk Expert for Customer Service 7.0
HelpDesk Expert for Customer Service (HDECS) is a 100 percent Web-based help
desk software system designed to allow users to provide their customers with
a 24-hour customer support solution. HDECS is easily installed on any
standard Web server, is compatible with all OBDC-compliant databases and can
be accessed by any Internet or intranet enabled platform ' regardless of
operating system ' from anywhere in the world.
ASC telecom AG
www.asctelecom.com
MARATHON EVOLUTION
MARATHON EVOLUTION is a universal communications recording solution designed to satisfy the demanding requirements for all applications from busy financial trading floors and high-volume contact centers to mission-critical air traffic control and public safety applications. With its scaleable channel array, it captures and records all interactions from four up to thousands of channels simultaneously. The system can be configured to record, live monitor and archive communications at one location. Additionally the configuration 'distributed recording mode' provides the flexibility to connect multiple recording platforms, departments and/or locations and automatically transfer the data to the central INTERACTION Platform.
Aspect Communications Corp.
www.aspect.com
Aspect Iphinity Call Center
Aspect Iphinity Call Center was created to enable call centers with between
50 and 150 customer service agents to save money and improve the efficiency
of their call centers with a turnkey, all-in-one bundled call routing
solution that includes software, hardware, phone sets, administration,
real-time and historical tools, implementation, training services and one
year of technical support.
Audentify
www.audentify.com
Audentify
Audentify enables contact centers to reduce call handling times, increase
the quality of customer interactions, monitor individual agent performance,
analyze call handling trends and enable all calls and interactions to be
recorded and made instantly available.
Austin Logistics
www.austinlogistics.com
OnQ
OnQ makes multiple call centers (or predictive dialers) work like one,
allowing centralized strategy control. It seamlessly moves accounts between
multiple call centers and dialers to level workloads, and to enable
centralized strategy execution. Users can prioritize multiple lists onto one
dialer, share lists between multiple dialers and manage quotas in calling
campaigns ' all automatically and in real-time.
Avaya, Inc.
www.avaya.com
Avaya Customer Interaction Suite
The Avaya Customer Interaction Suite encompasses solutions for contact
management, self-service, proactive contact and operational effectiveness
backed by new versions of Avaya contact center applications. It is a suite
of contact center solutions featuring new and advanced capabilities that
deliver personalized customer service across any communications channel,
help contact centers manage compliance with state and national 'do-not-call'
registries, and improve the scalability of self-service.
Best Software
www.saleslogix.com
SalesLogix 6.1
SalesLogix 6.1 is a sales-centric customer relationship management solution
designed to drive sales performance in small to mid-sized businesses through
sales, marketing and customer support automation. The product is part of the
Best Software family of business management products. SalesLogix is a
sales-driven customer relationship management (CRM) solution with a history
of being easy to use that stems from its ACT! heritage.
Blue Pumpkin
www.bluepumpkin.com
Blue Pumpkin Advisor class
Blue Pumpkin recently unveiled its enhanced Advisor class of solutions that
includes the new Advisor Express, which simplifies what can be a complex
implementation, removing a major barrier for contact centers to begin the
critical process of performance management. Advisor Express was created to
provide a clear, easy to understand snapshot of center operations and agent
productivity by providing information in context to give meaning to the data
being presented.
The Call Center School
www.thecallcenterschool.com
Masters Series in Call Center Management
The Masters Series in Call Center Management is a 35-topic Web seminar
curriculum made up of five tracks (Leadership, Operations, Supervisory,
Technical and Workforce Management) of 90-minute seminars delivered via the
Web.
Call Compliance, Inc.
www.callcompliance.com
TeleBlock Do-Not-Call Blocking System
The TeleBlock Do-Not-Call Blocking System automatically screens and blocks
outbound calls in real-time against federal, state, third-party and in-house
do-not-call lists within the network infrastructure of a participating
telephone company via SS7 and IP technologies. Its network-based deployment
eliminates the need for additional hardware or software at the subscriber's
location allowing for full compatibility with all varieties of calling
equipment.
Castel, Inc.
www.castel.com
Castel DirectQuest
DirectQuest is designed to manage both outbound and inbound telephone
interactions using a variety of capabilities, as well as intelligently
routing of inbound calls and blending incoming and outgoing calls for
maximum customer contact efficiency. DirectQuest provides a full complement
of host-based routing and blended call capabilities. Host-based routing
identifies incoming calls (via ANI or other call data), matches the call
with a database account screen and delivers the call and screen to the most
qualified agent.
Concerto Software
www.concerto.com
EnsemblePro 5.1
EnsemblePro is a complete contact center solution that enables you to reap
the benefits of a unified platform ' while helping protect and maximize
users' current technology investments. It has been architected from the
ground up to incorporate the functionality required by multimedia contact
centers, including ACD, predictive dialing, IVR, e-mail, Web chat and
collaboration, universal queuing, recording and reporting, while also
offering the ability to connect with, and add value to, existing contact
center point solutions.
Dictaphone Corp.
www.dictaphone.com
ContactPoint
The centerpiece of ContactPoint is a competency model that enables you to
create job profiles that outline the skills, knowledge and abilities that
agents need to be successful. These job profiles can be linked to Key
Performance Indicators (KPIs), or goals that the agent is expected to
achieve, including measures of both agent efficiency and effectiveness.
Digisoft Computers, Inc.
www.digisoft.com
Telescript 5.5
Telescript 5.5 is a modular and scalable call center management solution
designed to integrate with telephone, database, Web and other call
center-related systems. Telescript uses a 100 percent customizable agent
interface with a wide variety of easy-to-use transaction management tools
and direct real-time database integration.
Dynamic Instruments
www.dynamicinst.com
DI InSight
DI InSight is an easy-to-use and efficient management tool, providing the
ability to evaluate, measure and track employees' performance daily, weekly
or on an annual basis. DI InSight identifies and displays performance trends
and simplifies employee assessment reviews, thereby enhancing coaching
sessions. Users can compile call data information and rate employees using
Dynamic Instruments' wizard forms and built-in scoring tools.
eAssist Global Solutions
www.eassist.com
eAssist NetAgent Contact Center
eAssist NetAgent Contact Center is a suite of products designed to provide
CSRs with a single interface for managing customer interactions. Users can
help reduce customer service costs and provide prompt, reliable service and
support using a combination of e-mail, online chat and telephone. The suite
includes NetAgent Email, NetAgent Chat, NetAgent CTI and NetAgent
International.
Edify Corp.
www.edify.com
Edify 8.5
By combining leading-edge automation technologies like speech recognition,
speaker verification, text-to-speech, fax and touch-tone capabilities with a
powerful application development environment and natural language
capabilities, Edify Voice automates transactions formerly requiring live
agent assistance. It integrates seamlessly into the Edify Multi-Channel
Platform to allow information access from across the organization and
beyond, enabling companies to increase call accuracy and accommodate higher
call volumes globally while delivering more personalized and intelligent
customer interactions.
eGain
www.egain.com
eGain Service 6
eGain Service 6 is a comprehensive, integrated, best-in-class software suite
for multichannel contact center interaction management through e-mail and
live Web collaboration, Web self-service, knowledge management, service
process design, case/task management, service fulfillment and contact center
performance management.
enGenic Corp.
www.engenic.com
TeleFlow CallCapture
TeleFlow CallCapture is a recently released, comprehensive call recording
and monitoring solution, with the means to monitor, record, review and
archive voice, radio and fax transmissions with support for popular PBX and
KSU systems. It provides the means to record, store and archive calls,
helping to improve customer experiences, ensure quality management and
provide transaction verification and dispute resolution ' all included as
customizable components.
Envision Telephony Inc.
www.envisiontelephony.com
Envision Workforce Management
Envision Workforce Management was designed to seamlessly integrate
forecasting, scheduling and analysis capabilities with quality monitoring
and e-learning. It was created to be the ideal solution for managing all of
a company's contact centers to maximum efficiency 24 hours a day. Envision
Workforce Management determines the most efficient schedule based on a host
of criteria, including traffic volumes, service level goals, cost estimates
and a host of agent information, including holidays, breaks, lunches,
scheduled coaching sessions, shifts, skill types, seniority and time off.
Epicor Software Corp.
www.clientele.epicor.com
Clientele eMarketing
Clientele eMarketing is an application for delivering effective e-mail
marketing campaigns. It was also designed to be an excellent tool for
distributing important communications to employees, partners, prospects and
customers. Clientele eMarketing manages the entire campaign cycle ' from
identifying and importing contacts to creating targeted e-mails with a
corresponding Web landing page.
etalk Corp.
www.etalk.com
Qfiniti
Qfiniti is a comprehensive Performance IMPACT System designed to enable
enterprise contact centers to deploy proven, scalable quality monitoring and
agent evaluation programs. With Qfiniti, users have the tools to capture
telephony and desktop events, evaluate and measure those activities, coach
agents and analyze the company's entire quality program. Qfiniti was created
to provide users with a powerful foundation upon which they can build a
successful enterprise Performance IMPACT Program in order to ensure superior
quality performance in a growing spectrum of communications channels.
Expertcity, Inc.
www.gotoassist.com
GoToAssist
GoToAssist is a Web-based virtual on-site support solution that enables
technical support, call center and help desk support representatives to
interact with customers and employees in real time via secure,
remote-support technology.
Firstwave Technologies
www.firstwave.net
Firstwave Version 10
Firstwave v.10 features an Integrated Development Environment (IDE), which
is designed to decrease total cost of ownership and improve customer
responsiveness. This decrease is achieved by enabling business analysts or
similar resources to quickly develop and deploy customized CRM applications
that fit changing business models and needs. Firstwave v.10 focuses on the
critical need to leverage legacy systems for quicker integration and
implementation by connecting to multiple data sources using a built-in
business objects layer.
Genesys Telecommunications Labs, Inc.
www.genesyslab.com
Genesys Voice Callback
Genesys Voice Callback is a software-only solution that leverages a
company's existing call center infrastructure, including the PBX, call
progress detection hardware, IVR, as well as existing databases and
operating systems. Genesys Voice Callback is fully integrated with the
Genesys Framework, which provides a single point of configuration and
management, a single state model for blending inbound calls with callbacks,
and unified reporting.
GN Netcom, Inc.
www.gnnetcom.com
GN 9120
Designed for business professionals, the GN 9120 is a wireless headset that
can be used up to 150 meters from its charging station, with twelve hours of
talk time.
IEX, a Tekelec company
www.iex.com
IEX TotalView Workforce Management
The TotalView Workforce Management system was designed to ensure that the
right agents are in the right place at the right time to deliver outstanding
service levels to customers ' consistently, and at a lower cost. From
forecasting and planning through scheduling and intraday management, to
reporting and analysis, the TotalView system can deliver the tools companies
need to make their contact centers perform at their peaks. Two significant
features were added to TotalView in 2003, WebStation Plus and the SmartSync
Suite.
Interactive Intelligence Inc.
www.inin.com
Customer Interaction Center (CIC)
CIC enhances service as well as organizational efficiency by bringing voice
and data together on a single server running Microsoft Windows 2000. Call
processing, voice mail, e-mail, faxing, integrated CRM, Web interactions,
Web form processing, advanced supervision and reporting capabilities, CIC is
everything a business needs in one modular, scalable, non-proprietary
solution that continues to meet changing needs. In September 2003,
Interactive Intelligence released a major upgrade to Customer Interaction
Center.
Intervoice, Inc.
www.intervoice-brite.com
InVision Studio for VoiceXML 2.0
The product represents the next generation of application development tools
for the creation, modification and testing of advanced call flow scripts for
voice portals with speech recognition and text-to-speech applications that
focus on ease of use, improved functionality and open-standards compliance.
iPine Networks
www.ipinenetworks.com
VoIP Service Management System
iPine Networks has released an innovative real-time solution designed to
alleviate difficulties encountered with data and telephony-based
applications. Service providers and enterprise network managers are provided
with real-time visibility into all the VoIP flows. With these data, managers
can relate to the real user experiences right from the initial VOIP
installation service and on an ongoing day-to-day basis. Companies are able
to monitor the entire network's behavior throughout a call connection at any
time.
KANA
www.kana.com
KANA IQ 8
KANA IQ 8 is KANA's application for enterprise knowledge management and
service optimization. It helps power customer service by providing faster
and more accurate request resolution, resulting in reduced service costs and
improved customer satisfaction. KANA IQ 8 is the cornerstone of KANA's
Agent-Assisted and Self-Service solutions that are optimized for specific
vertical markets including high technology, telecommunications, financial
services, government and healthcare.
Kanisa, Inc.
www.kanisa.com
Kanisa 5
Kanisa 5 is a complete set of knowledge-empowered customer service
applications that automate the problem resolution process. The suite
includes Support Center, Support Site, Expert Forums and Site Search.
Knowlagent
www.knowlagent.com
Scorecard
Scorecard provides comprehensive agent performance data at any level and
provides an individualized view that can be manipulated to meet the various
individual needs of key stakeholders in the customer service center.
KnowledgeBase Solutions, Inc.
www.knowledgebase.net
KnowledgeBase.net Hosted 3.3
KnowledgeBase.net Hosted Edition 3.3 offers a plethora of new features that,
among other benefits, provides unparalleled levels of customization and
improves on the product's overall ease of use and functionality.
Left Bank Solutions
www.leftbanksolutions.com
Monet Workforce Management System
Monet is a PC software package that provides a complete end-to-end workforce
optimization solution, assisting managers of contact centers to increase
service levels and decrease costs through improved employee utilization.
LiveBridge Corp.
www.livebridge.com
Bridge View
BridgeView is a Web-based reporting and monitoring tool that allows clients
access to real-time contact center performance. It is a unique tool that
helps enable companies to view their business operations at LiveBridge in
real time ' all from a PC with an Internet connection.
LumenVox, LLC
www.lumenvox.com
LV Speech Tuner
LumenVox designed the LV Speech Tuner to be the first integrated maintenance
tool provided by the speech recognition industry that allows both
transcription and testing capabilities to the end user.
MoonFire Corp.
www.dialvision.com
DialVision
DialVision is a 100 percent Web-based CIM application and software dialer
that can be used by a call center or department to manage such interactions
as inbound, outbound and blended telephone contact. Because it is written in
HTML, it is a thin-client application requiring only the use of a Web
browser at the agent's workstation.
Motive Inc.
www.motive.com
SmartCall
SmartCall is a patent-pending customer care application that enables
communications and technology providers to deliver automated troubleshooting
and resolution via the phone and optimize manual support call interactions.
Noble Systems
www.noblesys.com
ATOMS DNC Manager
The ATOMS DNC Manager is a state-of-the-art system that helps companies stay
in compliance with do not call regulations by administering their DNC lists.
Nuance Communications
www.nuance.com
Nuance Call Steering 1.0
Powered by Say Anything and AccuRoute, Nuance's natural language
understanding technologies, Nuance Call Steering enables companies to
consolidate their various customer service phone numbers to one 800-number
that simply greets callers with 'Welcome.'
Nuasis Corp.
www.nuasis.com
NuContact Center
Unlike previous first-generation IP-based systems, the NuContact Center is
designed from the ground up to satisfy the specific requirements of the call
center ' mission-critical performance, advanced multimedia routing
capabilities and contact routing to any agent.
Oncontact Software
www.oncontact.com
Client Management Software 7.0
CMS houses all the critical business information an organization needs to
develop effective sales, marketing and customer service strategies.
PeopleSoft
www.peoplesoft.com
PeopleSoft Predictive Analytics for CRM
Predictive Analytics For CRM uses sophisticated analytics that transform
complex data into useful information, enabling business users to make
real-time decisions that increase customer profitability and retention. To
speed implementation times, the solution includes two pre-packaged analytic
templates, PeopleSoft Customer Churn and PeopleSoft Campaign Response. The
templates reduce customer attrition and increase customer responses to
targeted marketing offers.
Plantronics
www.plantronics.com
DA60
Plantronics DA60 combines a digital USB-to-headset adapter with PerSono Pro
2.0 software for contact centers' voice over IP softphone applications.
Positive Software Systems
www.positivesoftware.com
ContactQ
ContactQ is an innovative customer interaction data warehouse (CIDW)
solution that enables businesses to develop, execute and manage in real time
enterprisewide contact strategies from a single, secure server.
Primus Knowledge Solutions
www.primus.com
Primus VoiceFAQs
Primus VoiceFAQs is a self-service application that uses speech recognition
technology to provide better customer service. VoiceFAQs enables customers
to solve problems faster, by using simple voice commands to search or browse
a knowledge base right over the telephone. It leverages advanced speech
recognition technologies provided by VoiceGenie's VoiceXML Gateway.
Prosodie Interactive
www.prosodieinteractive.com
Virtual ACD
Virtual ACD is an automated call distribution system that incorporates
skills-based routing and allows an organization to create and manage a
virtual call center or help desk using live personnel located on-site or
remotely. Each agent's availability and skills are monitored and managed by
the system to optimize efficiency.
Pulse Software and Consulting, Inc.
www.pulsevoice.com
pulsevoice
pulsevoice is an automated interactive voice response (IVR) system that
enables callers to interact directly with information stored in a database
through touch-tone or speech. This translates into expert-designed solutions
that are easily navigated by end-users and seamlessly integrated into
existing networks.
RightNow Technologies
www.rightnow.com
RightNow Outbound
RightNow Outbound allows customer service organizations to proactively
address service and support issues and marketers to incorporate service data
to deliver permission-based, revenue-generating marketing campaigns.
Rockwell FirstPoint Contact
www.rockwellfirstpoint.com
FirstPoint Business Edition v4.0
FirstPoint Business Edition v4.0 uses Intel's NetMerge Converged
Communications platform to enable small- to mid-sized organizations to
implement a VoIP strategy at a pace that makes the most sense for its
customer contact strategy, without a forklift implementation.
salesforce.com
www.salesforce.com
sforce
The sforce platform was designed to make it easy for companies to customize,
integrate and extend salesforce.com to match their own unique business
requirements. Open, secure and reliable, sforce allows business users to
customize their CRM, and allows developers to more easily integrate and
extend salesforce.com by leveraging the tools and languages that they
already use every day. This blend of power and simplicity makes
salesforce.com a choice for any company serious about a custom-tailored CRM
solution.
Salesnet, Inc.
www.salesnet.com
Salesnet Offline
Salesnet Secure Offline provides all users need from their online data in an
offline tool: comprehensive functionality, high performance and ease-of-use.
It is flexible, allowing users to subscribe to only the information they
need. It is self-maintaining so it needs no IT support, and it has security
features that help ensure that only those who are supposed to have access to
data can reach them.
SAS Institute, Inc.
www.sas.com
SAS Marketing Optimization
SAS Marketing Optimization, available as a stand-alone application or as an
addition to SAS Marketing Automation, helps users reach higher level of
effectiveness and profitability in campaign management by evaluating
multiple campaigns simultaneously to determine which products should be
marketed to individual customers for maximum return.
SER Solutions
www.sersolutions.com
SERTAINTY Automated Quality Monitoring Solution
Using speech recognition technology, SERTAINTY listens to and flags only
those calls that actually need to be reviewed by a supervisor. SERTAINTY
integrates with existing call recording systems, reviews calls for script
adherence and flags when agents use banned words or phrases. Its underlying
audio processing and search technology does not rely upon a predetermined
word recognition dictionary.
Siemens Information and Communication Networks
www.siemensenterprise.com
HiPath ProCenter Suite
The combination of HiPath ProCenter Suites' real-time contact center
capabilities with Microsoft Business Solutions CRM allows small and
medium-sized firms to integrate the two solutions.
SupportSoft
www.supportsoft.com
Real-Time Service Management Platform 6.0
Platform 6.0 allows problems to be automatically put into context, their
cause to be diagnosed and, once determined, resolved ' or even avoided
altogether ' in real-time. The SupportSoft RTSM platform serves as the
technology foundation for all of SupportSoft's products, helping enterprises
operating in real-time avoid or resolve technology-related problems by
automating technical support, customer service and IT infrastructure
management.
SYMON Communications, Inc.
www.symon.com
Symon NetLite II
Symon created NetLite II wireless real-time display technology to solve the
persistent need for increased productivity and improved team awareness of
critical business metrics regardless of time and location. NetLite II's
wireless capability eliminates the need for CAT-5 cabling so that companies
can now deploy them anywhere there is a need to convey mission-critical
information.
Talisma Corp.
www.talisma.com
Talisma Chat
Talisma Chat, an application in Talisma's 5.0 Suite, allows customers to
communicate with visitors on their Web site using real-time text dialog.
TeleDirect International, Inc.
www.tdirect.com
Liberation 6000 Real Time Statistics
The RTS application enables customers to more effectively manage their
resources by understanding up-to-the second changes in their call center
operations.
Telephony@Work
www.telephonyatwork.com
CallCenter@nywhere
The product encompasses and unifies all communications channels and delivers
those communications with ACD discipline ' including weighted skills-based
routing, a unified queue and consistent customer priority business rules
across media channels.
Telerx
www.telerx.com
Consumer Expressions
By automatically recording and categorizing inbound calls, Consumer
Expressions allows clients to hear exactly what customers are saying about
their products and company via a secured Web portal.
TheBrain Technologies Corp.
www.thebrain.com
BrainEKP for Customer Care
With BrainEKP, customer care agents can surpass performance thresholds by
utilizing a next-generation visual interface that models complex
relationships across disparate information sources.
Tigerpaw Software
www.tigerpawsoftware.com
Tigerpaw Business Suite Enterprise 9
Tigerpaw Business Suite Enterprise 9 is a Customer Relationship Management
(CRM) Software System designed to build long-term meaningful relationships
with customers.
TriVium Systems, Inc.
www.triviumsys.com
CallAnalyst Enterprise Server (ES)
TriVium offers a one-stop solution with a complete suite of products that
meets the needs of small and large enterprises. CallAnalyst provides call
centers with a powerful set of control and analysis tools that can help in
improving call productivity and managing operations.
TuVox
www.tuvox.com
Conversational Voice Response (CVR) System 3.0
CVR combines the power and scalability of a Web-based architecture,
featuring an application server suite, tools suite and prebuilt voice
application capabilities designed to reduce the effort to build, manage,
test and tune speech applications.
Ulysses Learning
www.ulysseslearning.com
CallMentor ' 2003 Edition
The 2003 Edition is designed to help organizations take their contact
centers to the next level of performance in three core competencies: sales,
service and coaching. CallMentor provides intensive practice applying those
pathways, via realistic and challenging simulations, with just-in-time
coaching and immediate performance feedback.
Unica Corp.
www.unicacorp.com
Affinium 6
Unica's Affinium Suite enables marketers to gather and analyze knowledge
from multiple data sources; identify customer wants and needs; plan, execute
and manage tailored programs for interactions through multiple touch points;
and measure and optimize marketing effectiveness.
UniPress Software
www.unipress.com
FootPrints 6.0
FootPrints was designed to provide users with flexible, comprehensive
capabilities without the burden of required consulting or dedicated staff to
run it. Companies can be running in live production in just days with
centrally managed tracking for all incoming customer requests from multiple
channels (phone, e-mail, Web and wireless), self-service online, knowledge
management, business rule automation, two-way e-mail management and powerful
reporting to keep a constant pulse on productivity, trends and SLA
compliance.
Unveil Technologies, Inc.
www.unveil.com
Unveil Conversation Manager
Unveil's Conversation Manager is an enterprise speech self-service
application for contact centers that lets customers ask what they want and
always get the right answer. It works with live agents and learns from real
customer interactions to continually reduce costs while guaranteeing high
customer satisfaction. Unlike conventional speech IVR systems, Unveil's
solutions handle all transactions, improve dynamically, are open, and are
simple to design and maintain.
Verint Systems
www.verintsystems.com
ULTRA IntelliFind
ULTRA IntelliFind is a customer analytics tool that automatically listens
to, analyzes and categorizes recorded customer interactions to extract
timely and relevant business insights for the enterprise.
Vision-X
www.vxiusa.com
VisionLog
VisionLog is a digital recording system that captures, stores, archives and
plays back telephony and computer activities, supporting the customer
contact center's quality development.
VoiceGenie Technologies
www.voicegenie.com
VoiceGenie VoiceXML Platform 6.0
Platform 6.0 introduces support for the next-generation VoiceXML
specification, full call recording, MRCP client, support for over 14 ASR/TTS
engines and enhanced functionality via VoiceGenie Management Console (VMC)
Witness Systems
www.witness.com
eQuality Producer
eQuality Producer is a customized contact center e-learning solution that
leverages real-life scenarios agents encounter on a daily basis to create
company-specific content. The new offering further extends Witness Systems'
full suite of customer interaction recording, performance analysis and
e-learning capabilities to optimize workforce performance and capture
customer intelligence in the contact center.
For information and subscriptions, visit www.TMCnet.com or call
203-852-6800.
[Return To The January 2004 Table Of Contents]
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