Customer Interaction News

• Five Nine (www.fivenine.com) has released Virtual Call Center Suite 7.2 that adds preview dialing to the hosted/SaaS (News - Alert) solution, which has predictive dialing, thereby giving collection, customer care, sales organizations choices in what tools to reach out to prospects and customers with. The Five Nine software also has data import, call scripting, campaign/list management, do not call list compliance, quality monitoring, and realtime and historical reporting. It can also be used by home-based agents.

• GMT (www.gmt.com) has a new version of its GMT Planet workforce optimization suite, the Lanier edition, which includes several major enhancements and new capabilities. It has an enhanced forecasting engine that enables users to review and analyze historical workload demand data. It also permits the system to automatically identify the best forecasting methods and parameters to create the best-fit forecast. These tools enhance the ability to match supply and demand. It permits improved cross-utilization across skilled positions and offers new displays showing service levels for skilled positions and enhancements to calculating and managing shrinkage and shortages in those roles.

The Lanier edition now offers absolute and cascading task priorities, which allow the user to define the order in which work must be completed. Schedules are created significantly faster through improved multi-threading. GMT QualityLink provides an open-systems framework to integrate GMT Planet with commercially available call recording and quality monitoring solutions.

• Interprise Software Solutions (www.interprisesuite.com) has launched a software as a service (SaaS) version of its Interprise Suite ERP/CRM/e-commerce solution. The SaaS program, branded as Interprise On-Demand, combines the increase in productivity of the Interprise Suite together with the lower upfront costs of a monthly subscription SaaS service. Interprise Suite uses smart client technology, which combines the best of a desktop application with the best of a browser-based application, users can experience the same “no compromise” user experience, whether over their internal network or over the Internet.

• Noble Systems (News - Alert) Corporation (www.noblesys.com) has introduces Outbound WFM module for Noble® Workforce Management. It has several features and tools targeted for outbound and blended outbound/inbound environments. It has outbound forecasting for agents, to schedule agents based upon records to call and outbound forecasting for calling lists to determine the resources needed to exhaust a list quickly or to spread calls evenly across a time period. It also has inbound forecasting to predict call volumes, including predicting “Valley” periods when inbound volumes are low so that outbound campaigns can be scheduled, and what-if scenarios explore the affects of volume and service level changes. There is data sharing with the Noble® Solution for outbound and inbound statistics.

• Salesforce.com (News - Alert)’s (www.salesforce.com) new Summer ’09, the company’s 29th generation release of its famed hosted CRM solution, has several new features. New to the Service Cloud are real time partner collaboration, case workflow optimization, and online community management tools. The Sales Cloud has been upgraded to permit visual charting, triggered E-mails, and deal team management (which gives sales reps brought in to assist in closing a deal have access to the deal information). Summer '09 makes it even easier to build and run custom applications on Force.com. New features will include workflow visualizer, Visualforce for dashboards, and advanced application tracking.

• SPSS (News - Alert) (www.spss.com) has introduced PASW Data Collection 5.6 (formerly Dimensions), the latest version of its feedback management and survey research software. PASW Data Collection 5.6 introduces new data entry capabilities, an enhanced authoring interface, and new phone-based interviewing capabilities. This release also further extends the enterprise readiness of the data collection platform with enhancements to performance and security.

• Syntellect (News - Alert) (www.syntellect.com) ‘s latest release, Syntellect Customer Interaction Management (CIM) version 7.0 includes more than two dozen new product enhancements, including a redesigned graphical user interface, agent application enhancements to improve efficiency and effectiveness, interaction management lifecycle reporting enhancements, and outbound application integration. The CIM 7.0 release is optimized for Syntellect’s upcoming Outbound Communicator solution, to be released in September 2009, for blended or dedicated agent proactive outbound customer campaigns. Outbound Communicator carefully monitors agent availability and has automatic throttle control for call pacing. Combined with CIM, Outbound Communicator allows for predictive and progressive dialing to send calls based on agents skills and availability.

• Verint (News - Alert) (www.verint.com) has come out with the new Impact 360® Speech Analytics solutions aimed at bringing speech analytics technology into mainstream contact center operations without costly setup overhead, lengthy consulting engagements and the need for interpretation by separate analyst staff. Impact 360 Speech Analytics enables businesses to mine recorded customer interactions. It proactively identifies call drivers—along with the related product, process and service issues that often originate in areas outside the contact center such as back-office functions—plus emerging trends, opportunities and competitive influences.

Key, patent-pending functionality featured in Impact 360 Speech Analytics Essentials, as well as Verint’s Impact 360 Advanced Speech Analytics solution, is driven by the company’s proprietary Complete Semantic Index™ technology. It features such functionality as: automated trend analysis, guided search and context visualization, and analytics-driven unification with Verint’s workforce optimization suite via native integrations. It also features Automated Root Cause Analysis with patent-pending TellMeWhy functionality.

• Zultys (News - Alert) (www.zultys.com) new Version 5.0 software for the MX250 and MX30 Enterprise Media eXchange iP PBX products has several key new features. MXconnect can make any phone number e.g. home or mobile an office extension, which supports home-based agents and field service personnel and subject matter experts. The enterprise-wide presence and IM features of MXIE™ have been expanded to allow users to type a short note that provides additional status information that is displayed to all other users, such as ‘back at 2pm’ or ‘In training all day’.

Version 5.0 allows users to dial from any desktop or web-based application. It permits systems administrator to define and construct pop-up notepads or drop-down menus that are displayed upon making or receiving calls. Specific and customizable information such as notes, wrap-up codes and account codes can be added. This data is transferred with the calls to other agents as the calls are processed. When the calls are completed, the call attached data is added to the call log and is easily retrievable. There is call recording from any type of phone and unlimited call detail record archiving in an external MySQL Database.

Zultys’ network and phone systems now has session border controller and port mapping that provides improved security. Organizations may deploy the MX system behind corporate firewalls while allowing home and mobile employees to securely connect into and operate with it. An advanced near-end and far-end NAT Traversal feature set negates the need for Virtual Private Network (VPN) connections. There is also ZIP 5-series silent monitoring for supervisions and realtime SIP call monitor/packet capture for troubleshooting and network monitoring.

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