ITEXPO begins in:   New Coverage :  Asterisk  |  Fax Software  |  SIP Phones  |  Small Cells
Customer Inter@ction Solutions
June 2007 - Volume 26 / Number 1
› Back to the Table of Contents

 By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions


Left Bank Solutions Introduces Multitenant Workforce Management
Workforce optimization solutions provider Left Bank Solutions, Inc.
recently announced the release of Monet WFM Live, a multitenant, pure Web-based workforce management solution. Monet WFM Live was built largely on Left Bank Solutions’ Monet WFM OnDemand suite, which enables access to Monet WFM’s features from anywhere in the world and from nearly any operating system. The all new code base will introduce numerous new enhancements, including what the company calls “the industry’s first WFM multitenant architecture platform.”

Aspect Makes eWFM 7.0.1 — Perform Available In New Languages
Aspect Software (News - Alert) , Inc. recently announced that its Aspect eWorkforce Management 7.0.1 — Perform module is now available in French, German, Spanish, Korean, Japanese, Traditional Chinese and Simplified Chinese. The latest version also provides localization of online support help for the core Aspect eWorkforce Management solution. The Aspect eWorkforce Management — Perform module helps contact centers understand how agents are performing, both historically and in real-time, to ensure agents are at peak productivity.

Telrex (News - Alert) Announces Support For
Cisco Smart Business
Communications Syste
Telrex, developer of CallRex IP call recording and monitoring software for businesses using IP-PBXs or hosted VoIP services, has announced support for the Cisco Smart Business Communications System. Telrex’s CallRex software integrates with the Cisco Unified Communications (News - Alert) 500 small business IP telephony system to provide IP call recording and monitoring for Cisco IP phones. SMB customers can combine CallRex unlimited licenses and on-demand licenses to fit their specific business needs. 

Citrix Online Enhances GoToAssist
Citrix Online has debuted a newly enhanced version of Citrix GoToAssist designed to allow frontline technicians and their colleagues to invisibly collaborate as a team to resolve customer issues. GoToAssist 8.0 allows the frontline support representative to own and resolve every issue from start to finish using the resources of the entire organization. A support representative can silently use his keyboard to invite more experienced experts into the session to view the customer’s screen and evaluate the problem. The new collaboration capability allows the expert representatives to participate “invisibly” so callers can experience uninterrupted end-to-end contact with just one representative.

Five9 Announces Compatibility With Windows Vista
On-demand call center solutions provider Five9, Inc. has announced that its Five9 Virtual Call Center solutions are now fully compatible with Microsoft’s (News - Alert) Windows Vista operating system. The new Five9 capabilities were added to easily turn a Vista-based computer into a cost-effective call center communication platform that does not require installing additional phone equipment, and Five9 users need only a Windows-based PC, Internet connection and a headset to take advantage of the on-demand solution.

Infusion Software Upgrades Its CRM
Infusion Software, a provider of on-demand “active CRM” and marketing automation software built for small businesses, has announced Version 5.0, the latest release of its flagship product, Infusion CRM. Version 5.0 includes benefits designed to allow small business users to take advantage of new features added to enhance Infusion CRM’s versatility and efficiency while adding advanced capabilities in each of its CRM modules: Marketing Management, Usability, Affiliate Module, Order Management and Sales Force.

Tigerpaw Releases Companion Products For CRM+
CRM and professional service automation provider Tigerpaw Software, Inc. recently released five new companion products designed to quicken tasks associated with sales, service and inventory functions of Tigerpaw CRM+. TP utilities, developed and sold by Computer Heroes, Inc., are available for purchase individually as stand-alone products. They include: Contract Custom Field Copy; Update Standard Cost; Copy Quote Notes; Quote Copy; and Copy Price Book Features. Each retails for $49 and requires Tigerpaw CRM+ version 10.5.

Interactive Intelligence (News - Alert) Integrates IP-PBX With MS Exchange Server 2007 Unified Messaging
Interactive Intelligence recently completed integration of its IP- PBX (News - Alert) platform with the recently released Microsoft Exchange Server 2007 Unified Messaging solution. The integration enables the Interactive Intelligence IP telephony platform, which provides SIP-based VoIP switching, ACD, speech-enhanced IVR and additional communications applications for the contact center and enterprise, to work with Exchange Server 2007 Unified Messaging.

EX Debuts V3.12 Of TotalView Workforce Management
IEX (News - Alert) Corporation, a NICE Systems company, has released version 3.12 of the IEX TotalView Workforce Management system, which is part of the NICE SmartCenter family of solutions. NICE SmartCenter is a solution designed to enable organizations to manage their contact centers in an insightful proactive manner and take action at the right-time. Enhancements to TotalView in v3.12 include home-based scheduling, Express Messenger, intraday shrinkage management, overtime bidding and an Oracle (News - Alert) database option.

Enkata Partners With NTT America
Enkata, a provider of on-demand performance and talent management solutions, has announced a partnership with NTT America, a U.S. subsidiary of NTT Communications Corporation, to deliver IT infrastructure services for its best-of-breed solutions and customer data in a secure and scalable environment. In addition to providing the highest level of security to Enkata’s service organization customers, the alliance is expected to benefit both companies by way of a joint marketing program designed to present each company’s capabilities to a broader global market. Enkata’s hosted customer deployments will reside at an NTT America facility in San Jose, California.  

Thomas L. Cardella & Associates Launches In Iowa
Thomas L. Cardella & Associates (TLC&A) has announced that it will launch a new contact center company in Iowa, initially bringing over 250 jobs to the city of Cedar Rapids. Thomas
L. Cardella serves as President and CEO of the initiative, which launched in May of 2007. Cardella founded Access Direct in the state of Iowa in 1995. That company quickly grew to 2,000 employees and was responsible for bringing over $160 million in payroll to the state of Iowa.

Oracle Releases New Version Of Oracle’s Siebel CRM On Demand
Oracle recently announced the latest version of Oracle’s Siebel CRM On Demand, which combines comprehensive CRM functionality with next-generation usability, advanced customization and comprehensive integration to increase end user productivity and deliver improved business results. Siebel CRM On Demand has been updated to simplify user tasks, reduce clicks and page refreshes, and provide page customization features to personalize work environments. The enhanced customization capabilities enable business users to tailor the application without IT intervention for optimal business process support and end user productivity. 

› CIS Table of Contents
| More