Short Message Service (SMS)

• Convergys (www.convergys.com) has launched two new inbound and outbound IVR solutions. The Intelligent Self-Service is unique in that unlike other inbound products that use intelligence to simply route customers to the appropriate agents it follows them through their entire interaction experiences. Intelligent Self-Service can also improve the ability to identify callers and capture profile information. The Intelligent Notification solution permits outbound notifications to be personalized. It provides a tighter integration with current business systems, including CRM, billing, and legacy systems to enable seamless communications.



• Interactive Intelligence (News - Alert) (www.inin.com) has made audio conferencing such as between contact centers and with key customers and suppliers much easier. It has added call scheduling, recording, and reporting to its Interaction Conference(TM) 3.0 solution. The tool eliminates per-minute charges, enables scheduling conference calls 24/7, and simplifies use through the automatic generation of bridge numbers and PINs from within Outlook meeting requests. Interaction Conference permits users to schedule and record one-time or recurring calls without specialty hardware, software, or integration. It gives users complete participant control, including putting participants on hold and muting and disconnecting them.



• InteQ (www.inteqnet.com) has upgraded its InfraDesk help/service desk solution. It has enhanced the product’s service level management (SLM) functionality to automatically recognize the severity of a ticket based on its content and follow the service level agreement in place. It has simplified the end users’ self-service screen views and submittal process and the functionality of the service catalog to encourage end users to search for and resolve their issues. In addition, employees and customers can update the status of their tickets by responding to the tickets through e-mail or the portal and notify the service desks.







• Noble Systems (News - Alert) Corporation (www.noblesys.com)’s new Noble SIPhony, the firm’s newest generation SIP platform enables TDM and hardware-based telephony platforms to smoothly migrate to a SIP environment altogether or in part. This server-based solution supports contact center environments regardless of their telephony infrastructure, including pure native-SIP, traditional TDM, or a hybrid of the two. SIPhony can be used as a highly flexible cloud-based contact routing platform for companies looking to centralize their resources, with support for the agent network, wherever the agents may be located.



• Nuance (News - Alert) Communications (www.nuance.com) has introduced Nuance Vocalizer 5, a next-generation text-to-speech (TTS) engine. It delivers enhanced accuracy and reliability by blending TTS with pre-recorded audio for seamless conversations with callers. Nuance Vocalizer 5 also simplifies application development by putting the tools for tuning and voice sculpting in the hands of developers. It manages the static prompts, carrier prompts, and computer-generated speech through one unified interface to deliver a seamless flow of speech, free from clicks and latencies that can hinder the user experience. Nuance also offers Vocalizer 5 Basic, a cost-effective solution that requires only limited, small-set vocabularies, such as currency, date and time, and telephone numbers.



• Smoothstone (News - Alert) IP Communications’ (www.smoothstone.com) new Intelligent Call Center (ICC) Hosted Contact Center Solution Version 3.2 is equipped with access to real–time queue/call statistics, taskbar alerts and the ability to change status on the fly. It also includes full–featured chat applications and screen–pop functionality based on client–customized URLs. There is advanced routing and refined real-time reporting.

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