Customer Interaction News

www.tmcnet.com/2528.1

ENVISION TELEPHONY LAUNCHES CENTRICITY

Envision Telephony has launched Centricity, its new contact management solution. Centricity, which is made up of Envision’s Click2Coach meshed with analytics, performance management and workforce management tools, gathers and aggregates information for proactive, predictive and preventive contact center and enterprise decision making. Centricity features a powerful new analytics tool that gives diagnostic and prescriptive information. It can pull, assemble, and present data from virtually any relational data source, enabling users to input data specific to their businesses. Giving users that view is a customizable dashboard where everything is displayed and where all the work can be done from. Real-time capture of agent interactions allows users to identify skill gaps and deliver timely information that leads to insight and profitable action. Making Centricity even more flexible and user-friendly is its new Web-based architecture, which avoids having to install or download client footprints.
www.envisioninc.com

www.tmcnet.com/2529.1

CONVERSIVE INTRODUCES AUTOMATED CHAT SOLUTION

Live chat, long one of the most expensive means of interacting with customers, is set to become faster, more accurate, less costly, and user-friendlier, and therefore more popular thanks to a new set of automated chat solutions from Conversive. The Conversive software leverages an organization’s knowledge base of products, pricing and procedures into enabling them to create automated responses instantly to routine questions in a conversational format. It provides highly accurate and contextsensitive answers to queries. To personalize and humanize the chat experience, and retain customer interest, Conversive offers a stationary or animated avatar along with recorded voice or text to voice for them. For more complex inquiries that require live agent intervention, the Conversive solution permits seamless transfer of contacts and the interaction records to the staff, who can pick up where the application leaves off. Customers get all the answers and attention necessary, thereby reducing expensive calls or worse yet dropped interactions and shopping carts.
www.conversive.com

www.tmcnet.com/2530.1

MYNDNET INTRODUCES SOCIAL NETWORKING LEAD EXCHANGE

Myndnet has developed a new leadgenerating social media platform to enable organizations to reach into existing communities and provide incentives for their members to participate in that site in exchange for valuable data to generate more qualified leads. Myndnet works by firms creating profiles and network on Myndnet, inviting members from their community to their network, and creating campaigns requesting leads matching specific qualification criteria offering incentives for accepted responses. The campaigns are posted on their companies’ profile page and members are periodically notified of them. Members of the network respond to these requests with contact information of prospects meeting the qualification criteria and introductions. Firms have the option of rejecting responses that do not meet the criteria. Members who provide accepted responses will earn credits for advertised incentives. The benefits include shortened sales cycles and reduced marketing costs per lead generated.
www.myndnet.com

www.tmcnet.com/2532.1

PRESENCE INTROS VERSION 7 OF CONTACT CENTER PERFORMANCE PRODUCT SUITE

Presence Technology has announced version 7 of their product suite, which is designed to improve its scalability and integration capabilities. It includes new architecture developed on Presence Open- Gate 7, which is powered by Asterisk (News - Alert) that allows customers to achieve high simultaneous calls and agent volumes. Version 7 has also improved the geography or ‘reach’ of the product suite. The solution offers the ability to transfer interactions, and the associated information, between two different Presence Server Entities connected to the same PBX (News - Alert). The Presence Recording System includes an option to record the call conversation remotely using VoIP. This latest version also offers a new module that allows simultaneous screen capture of the agents’ desktop while the conversation is being recorded. Version 7 also offers improved interoperability, which increases the compatibility with the relational databases.
www.presenceco.com

www.tmcnet.com/2533.1

AVATURE RELEASES RECRUITING CRM

Avature, a global recruiting services company providing research and sourcing services and human capital management software, has launched Recruiting CRM, a customer relationship management solution constructed specifically for recruiters. With Internet spidering, e-mail threading, SMS communication, tagging and tag (News - Alert) clouds, Boolean and Custom Operators, Live Search, and other advanced Web 2.0 features, Recruiting CRM offers advanced sales and contact management features to the recruiting software marketplace. The solution is highly customizable, including an optional Office of Federal Contract Compliance Programs compliance module, multiple language configuration, and intelligent parsing algorithms that can learn any language and adjust to international resume formats and styles. Recruiting CRM’s analytics dashboard offers advanced relationship management, interactivity with social networks, and real time recruiter collaboration. The system is HR-XML compliant, which simplifies integration with legacy HR systems.
www.avature.net

www.tmcnet.com/2531.1

BIRST BI SOLUTION BURSTS ON MARKETPLACE

Obtaining business intelligence (BI) is no longer for large enterprises, thanks to Birst, which is a new BI solution launched by Success Metrics, aimed at small/medium-sized businesses (SMBs) and individual professionals. Birst enables these firms and individuals to mine data for BI to accomplish a myriad of purposes including understanding needs of customers, responding to business opportunities, analyzing impacts of pricing and promotions, and budgeting and forecasting. Birst is fully automated and hosted and handles any type of data, including finance, operations, marketing, customer service, and sales information. Its format is flexible. It accepts columnar data held in csv, Access databases, or Excel files. Birst is fast and easy to set up. Within a few minutes of signing up and uploading data, users can create their own reports and analysis. Birst can even automatically create some dashboard reports.
www.birst.com

www.tmcnet.com/2535.1

PEGASYSTEMS ANNOUNCES CLOUD-ENABLED BPM PLATFORM AS A SERVICE (PaaS)

Pegasystems (News - Alert) has launched a Business Process Management (BPM) Platform-as-a-Service (PaaS) offering that gives enterprises the benefits of Software-as-a-Service (SaaS (News - Alert)) without the limitations, risk, or performance concerns of traditional SaaS technology. Pegasystems’ BPM PaaS is targeted at corporate organizations and business process outsourcers who desire to take advantage of a SaaS model while also utilizing the power of their internal integration and infrastructure. Pegasystems leapfrogs existing SaaS technology ensuring integration, security, visibility, and reliability that other SaaS offerings do not provide. The Pegasystems BPM PaaS offers a thin client development environment and full Web-based user interaction, capability for end-to-end BPM development and execution, multi-tenant capability, an in-house BPM SaaS capability with all of the security and integration of data center infrastructure, and elimination of information silos caused by externally hosted SaaS applications.
www.pegasystems.com

www.tmcnet.com/2536.1

NOBLE SYSTEMS INTROS NEW WORKFORCE MANAGEMENT SOLUTION

Noble Systems Corporation has unveiled a new comprehensive workforce management system, Noble WFM. The new solution offers forecasting, scheduling and staffing management for centers of all sizes. Some of the key automating abilities of the system include: accurately forecasting call volumes; flexible scheduling processes for both call and non-call activities and for both call center and back-office personnel as well as produce reports that measure agent and center performance. The Noble WFM is available as an integrated component of the unified inbound and outbound Noble Solution suite. The Noble WFM system will also become the foundation of the Noble Workforce Optimization (WFO) Suite, which can integrate workforce management with company’s quality assurance, scorecard and speech analytics tools. All these features will facilitate contact center management with total visibility into quality and performance.
www.noblesys.com

www.tmcnet.com/2537.1

DATATEL LAUNCHES IVR SERVICES IN CANADA

IVR hosted services for its customers in Canada. Datatel aims to provide services to its clients anywhere in Canada, and receive traffic from any Canadian carrier which can link to Canadian payment processing providers, interface with Canadian mobile operators, and provide solutions tailored to regional needs. It says it can deliver all the services an organization will require for a successful IVR strategy execution which includes planning, design, development, implementation, hosting, dedicated application support and management services. Datatel’s IVR Account Management Suite handles in-bound calls to check balances, check transactions, manage personal information, deliver account information, activate cards, and respond to other transactions requests. It connects to real-time to web-enabled database by capitalizing the existing web infrastructure and skills.
www.datatel-systems.com

www.tmcnet.com/2534.1

CRM 11 VERSION UNVEILED BY STAYINFRONT

StayinFront has announced the unveiling of the newest version of its flagship product, StayinFront CRM 11. The product builds on the capabilities of CRM 10, used by customers in the manufacturing, pharmaceutical, healthcare, consumer goods and financial services industries. StayinFront CRM 11 combines CRM and analytics into one tool making business intelligence data accessible without the high cost of configuration usually associated with business intelligence projects. The analytics application integrated into StayinFront CRM 11 is also available as a standalone application. StayinFront Analytics is designed specifically for non-technical users with drag, drop and drill technology for analyzing sales, marketing and financial information from any database. StayinFront CRM 11 uses a multi-layered architecture coupled with object-oriented data modeling, providing flexibility and configuration capabilities while preserving the ability to upgrade.
www.stayinfront.com

www.tmcnet.com/2538.1

SIEMENS ENHANCES OPENSCAPE CONTACT CENTER PORT FOLIO

Siemens (News - Alert) Enterprise Communications has enhanced its OpenScape Contact Center portfolio. New functionality will provide customers with advanced interactive features and monitoring in a more cost-effective and easier to deploy hosted package. Natural speech technology, enabled by an IVR solution, is an important tool for today’s contact centers. However, the cost of stand-alone IVR systems can be too high for many businesses, which makes a hosted solution a cost-effective choice. This has been achieved by partnering with Contact Solutions Inc (CSI). The combined offer from Siemens and CSI will include integrated contact automation, platform management, robust reporting tools and enhanced caller interaction, all on a per-minute or per transaction pricing model. In addition, since OpenScape is an open solution, the new offer will facilitate integration when live agent interaction is required.
www.enterprise-communications. siemens.com

www.tmcnet.com/2539.1

DRISHTI LAUNCHES DACX AMEYYO WITH IPPBX, IVR FOR CONTACT CENTERS, ENTERPRISES

Drishti-Soft Solutions, a communications solutions provider, has launched a comprehensive communications suite, DACX Ameyo, for emerging contact centers and enterprises. The service-oriented architecture and model-driven, architecture-based technology platform offers telco-grade reliability, scalability, rapid application development, deployment flexibility along with multitenancy capabilities. The products introduction follows what company officials call the successful launch of their flagship product, the DACX Contact Center Suite. The suite has been deployed in enterprises in India and Philippines in the past two years.
www.drishti-soft.com

www.tmcnet.com/2540.1

SALESFORCE.COM CUSTOMERS TO USE BOLDCHAT MODULE

Bravestorm, the developers of BoldChat, a solution for live chat, e-mail management and click-to-call functionality, announced the availability of its BoldChat module for Salesforce CRM. Bravestorm ensures that Salesforce customers can improve conversions by 20 percent using the Boldchat module. It leverages SmartInvite proactive invitations and well placed chat buttons to chat with more visitors. The application automatically creates cases in Salesforce CRM from live chat interaction, with wizard-based installation that makes integration seamless. Comprehensive data from each chat, including complete transcripts, are available as a result. It even includes detailed information such as geo-IP data. In addition, the chat is automatically associated and assigned appropriately within Salesforce.
www.boldchat.com

www.tmcnet.com/2541.1

ADAPTIVE ROLS OUT CONCOURSE 3.0

Adaptive Engineering has rolled out Concourse 3.0, the newest version of its unified communications solution that features improvements designed to help users, including contact center staff, more effectively connect with each other. Concourse 3.0 provides a more secure internal communications method compared with traditional instant messaging tools that rely on the public (and vulnerable) Internet. Concourse resides inside the corporate firewall. Messages are encrypted and users are authenticated via LDAP/Active Directory, enabling enterprise single sign-on. With Concourse 3.0, users and administrators will experience more streamlined visuals and increased messaging functionality, including broadcasting and multimedia. Administrators will have more remote oversight and the ability to send training videos over Concourse and monitor their usage. Among the key features are dynamic routing, promoting solutionsoriented communication, group communication and message broadcasting, training and e-learning tools, reward and incentive program, and a remote desktop viewer/controller.
www.adaptiveengine.com