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By Tracey E. Schelmetic, Editorial Director, Customer [email protected] Solutions

Left Bank Releases Three New Editions of Monet WFM
Left Bank Solutions has released three new versions of its workforce management solution, Monet WFM, each tailored for a specific market segment. Monet WFM Express is designed for contact centers with 15 to 50 agents, Monet WFM Professional is designed for contact centers with 50 to 150 agents, and Monet WFM Enterprise is for centers with 150 agents and up.

Aspect Challenging Contact Center Industry to Adopt SIP 2.0
Aspect Software recently announced its “SIP Power Through Choice” program, the goal of which is to get the contact center industry to widely adopt SIP 2.0 as the de facto standard for contact center communications. Companies which adopt Aspect’s “SIP Interoperability Policy” must use SIP 2.0 compliant devices with a SIP-enabled solution to establish and terminate telephone sessions.

eGain Receives EMC Docmentum Accreditation
CRM solutions provider eGain Communications has received the “Designed for EMC Documentum” logo designation for its eGain Service, a hosted contact center solution which is fully interoperable with the EMC Documentum platform. In order to receive the designation, eGain Service had to meet a comprehensive set of criteria for good design, development and implementation, as defined by its partner, EMC.

NetSuite Turns Your iPhone into a ‘SuitePhone’
Business execs who are planning to replace their BlackBerry with Apple’s new iPhone can rejoice in the fact that the iPhone now supports NetSuite’s Enterprise Resource Planning and Customer Relationship Management software. NetSuite’s new SuitePhone app, which was announced last month, brings all of the ERP, CRM and e-commerce functionality of NetSuite to the iPhone.

Egypt Attempts to Become a Player in the Call Center Industry
Egypt is looking to make a dent in the international call center market, touting the advantages it holds over call center giant India. There has also been an attempt to convince India to outsource some of its already-outsourced labor to Egypt as well.

Headsets: Eliminating Noise in the Call Center
In the call center, the need to communicate with customers in a clear, consistent and effective manner is a top priority. Along with the need to provide a good customer experience comes the need to reduce noise in the call center. As a solution to this, headsets by leading manufacturers such as Sennheiser are coming equipped with noise canceling microphones and digital signal processing technology for reducing noise.


TouchStar Gives Back to Community
Call center solutions provider TouchStar is not just looking to improve customer service in the contact center, it is now focused on improving their community through a new volunteer program for their global employees. While the company’s solutions may be focused on reducing operating costs and improving customer service, its TouchStar Community Spirit Program (CSP) offers company employees a list of volunteer events to partake in.

CosmoCom Fuels VisitBritain’s Global Virtual Call Center
Recently CosmoCom announced that VisitBritain, Britain’s leading tourism agency has successfully built its global virtual contact center using its CosmoCall Universe offering. VisitBritain’s global system has thirteen points of presence and regional operations spanning 36 countries.

Verint Systems’ Call Center Solutions Portfolios Receive Multiple Awards
Verint recently received multiple contact center industry awards for its Witness Actionable Solutions portfolio of contact center solutions. The company views these recognitions as proof of the tangible value customers continue to receive from the company’s software and services.

Thomas L. Cardella & Associates to Open New Iowa Contact Center
The City of Coralville, Iowa, is about to see an economic expansion as Thomas L. Cardella & Associates has announced that it will launch a new contact center there. This new center will bring over 244 jobs and $6.1 million of annualized payroll.
Promero Releases Smart8 v2.1 to Drive Intelligent Call Routing
Promero, an application service provider of Internet call center, CRM and lead management software, has released the latest version of its proprietary software, Smart8 v2.1. This latest release provides intelligent call routing and dealer-franchise locator hosted software.

Eagle Conferencing Debuts Services in India
On the heels of the countries 60th anniversary of Independence, Eagle Conferencing, a provider of conference call / audio web services, has announced they will now offer services in India. These services will include, phone conferencing, IVR and voicemail capabilities.

VPI Launches Activ! Performance Suite 4.0
VPI, a provider of integrated interactions recording and proactive workforce optimization (MFO) applications, has announced availability of Activ! Performance Suite 4.0. Comprised of tightly integrated, modular solutions for call recording, call quality monitoring, speech analytics, performance management and agent eCoaching, Activ! Performance Suite 4.0 provides organizations with the power to effectively manage contact center operations.

Loquendo Announces Company Expansion
In a bid to further accelerate its growth and increase profitability, speech technology provider Loquendo has announced new company structure plans that will focus specifically on sales and marketing. Their plan calls for a more focused and expanded sales force as well as dedicated structures for all geographical areas and business segments.

Aspect Software Partners with OpenSpan
A partnership has been announced between Aspect Software Inc. and OpenSpan, the enabler of the new enterprise desktop. This partnership is expected to allow Aspect to use and sell the OpenSpan Platform as part of its Aspect Quality Management recording and quality management product to assist companies in further enhancing the complete customer experience.

Stream Acquires Zomax’s Dublin Contact Center
Stream, a global outsourcing company, has acquired the Dublin-based contact centre operation of Zomax, a media and supply chain solutions company. Located in Santry, the site will become Stream’s third site in Dublin. The facility will provide multilingual support for clients throughout Europe. With the acquisition of this site, Stream’s global reach now includes 29 sites in 16 countries.

CRMXchange Launches New Web Site
MyCRMexchange.com, the latest innovation from CRMXchange, enables contact center professionals to share proven operational strategies and innovative management approaches with peers throughout the world. The members-only Web site allows professionals within the contact center/CRM community to network with other contact center professionals — anywhere, anytime.

Vaultus Improves HEAT Mobile Help Desk Product
Boston-based Vaultus Mobile Technologies, an enterprise mobile software vendor, has announced an improved version of Mobile Help Desk product for HEAT. Based on the Vaultus Mobile Application Platform, Vaultus’ new Mobile Help Desk product for HEAT is integrated directly with the HEAT APIs. That integration, along with other engineering improvements, delivers what company officials call “performance and scalability improvements,” and enables HEAT business logic and database schema changes to pass through to the mobile client.

Gannett Picks Relationals CRM
Relationals, a vendor of customer relationship management (CRM) and sales force automation (SFA) for the publishing and media industry, has announced that Gannett Co. has deployed Relationals CRM to streamline sales operations, increase opportunity potential, and improve advertiser communication across 45 of their daily newspaper properties, including The Cincinnati Enquirer, The Arizona Republic, The Indianapolis Star and Asbury Park Press.

Aspect, OpenSpan Announce CRM-Related Partnership
Aspect Software, a vendor of contact center products, has announced a partnership with OpenSpan to allow Aspect to use and sell the OpenSpan Platform as part of its Aspect Quality Management recording and quality management product. The partnership enables Aspect Software to extend Aspect Quality Management functionality, such as screen capture and call tagging, to record all back-office interactions with applications like customer relationship management (CRM) systems, e-mail or other in-house developed systems.

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