Contact Center Solutions

X2Engine Announces Availability of X2CRM Open Source Social Sales Management Solution

X2Engine officially launched the next-generation X2CRM open source social sales management application, which has been designed to optimize contact and sales actions into an easy to use and compact social user interface. Since its worldwide beta release in September 2011, the application has been deployed across more than 1,000 public and private cloud servers globally. [ Read More ]
02/23/2012

California Water Company Improves Call Center Operations with Interactive Intelligence

Few industries need broad contact center functionality as much as utility companies, whose needs can spike and vary unexpectedly, and whose customer support centers are often called upon to handle emergencies. California-based Otay Water District is one such utility, and to better meet its needs, the company has deployed Interactive Intelligence's all-in-one IP communications software suite, Customer Interaction Center(CIC), replacing an NEC PBX legacy phone system that had reached the end of it… [ Read More ]
02/22/2012

CWA Publishes Report Detailing Data Security Risks of Offshore Outsourcing

New ways of doing global business have brought several trends to light. For starters, more and more companies are outsourcing some of their core operations to more inexpensive destinations abroad; think call centers, help desks and back-office operations, not to mention product development and testing. Second, the trend toward being able to use and manipulate "big data" has seen companies putting more and more of their critical, private data onto the Internet while at the same time building out … [ Read More ]
02/22/2012

Asia-Pacific Telecom Innovators Earn Interactive Intelligence's Partner Awards

Amtel Communications recently announced that it was the recipient of an award at Interactive Intelligence's Asia-Pacific channel awards, winning the Best Support Partner category. New Zealand-based Amtel is a telecommunications reseller that focuses on contact centers, enterprise telecommunications and a range of communications solutions for organizations from small to medium-sized enterprises to large organizations and governments. Amtel is a partner of Interactive Intelligence, a global provid… [ Read More ]
02/22/2012

Varolii Adds Inbound Call Center Capability to Its Outbound Solutions

Customer interaction management company, Varolii Corporation, has announced a new integrated solution, Varolii 360, designed to offer inbound communications capabilities to call centers, creating a complete customer experience across both guided inbound and proactive outbound interactions. [ Read More ]
02/21/2012

TMCnet Contact Center Solutions Week in Review

This has been a great week for insights on how contact center solutions can help improve the customer experience as well as a number of industry developments aimed at broadening the touchpoints of agents and ways to make them more efficient and effective. [ Read More ]
02/18/2012

Enghouse Interactive Bags Four Awards from TMC's Customer Interaction Solutions Magazine

Enghouse Interactive develops software solutions that enhance the value of customer interactions in call centers. The company recently announced it has won Customer Interaction Solution magazine's 2011 Product of the Year Awards from Technology Marketing Corporation (TMC). [ Read More ]
02/16/2012

Velaro and GetSatisfaction Give Online CRM a New Face

The face of Online CRM was transformed when Velaro, a provider of live chat software and GetSatisfaction, an online community platform that helps companies enhance customer relationships, integrated their technologies to provide a new customer support tool. [ Read More ]
02/16/2012

Pegasystems Introduces Solution to Help Call Centers with Continuity Through Mobile and Social Media Channels

While you may have been proud of your call center's ability to blend and handle multiple channels once upon a time, chances are...if you're like most call centers...you're starting to feel a little overwhelmed by the changes of recent years. Handling newer media and newer technologies - think of the fact that most of your customers are now going mobile with their data, and therefore their needs as customers - cannot be done with "good enough" customer support platforms. Add to that the trials of… [ Read More ]
02/15/2012

Stellar, TelePresence Introduce 3-D Video Contact Center Services

Stellar has expanded its customer outreach to include an innovative technology from TelePresence Tech. [ Read More ]
02/15/2012

Mitel Integrates Contact Center Solution with VMware View

With an objective to bring desktop virtualization to the contact centers, virtualization and cloud infrastructure solutions provider VMware Inc. has integrated Mitel's Contact Center Solution for VMware View. This integration enables contact center managers to better serve customers with centralized administration and better security as well as the ability to reduce costs. [ Read More ]
02/14/2012

Blending: The Key to Broadening Call Center Quality without Additional Resources

While many a corporate call center has found, in recent years, the need to tighten its belt, other call centers with shallower pockets, such as those that support non-profit groups or government agencies and civil services, have found the budget crunch to be even more dire. [ Read More ]
02/14/2012

VXi Launches UC ProSet for Contact Center Users

The UC ProSet wired headset designed especially for unified communication users in contact centers and offices has been launched by VXi Corporation. VXi Corporation has improved its unified communication B2B line with this new headphone, the UC ProSet, which incorporates several features for ease and fashion of contact center users. [ Read More ]
02/14/2012

TMCnet Contact Center Solutions Week in Review

It is almost difficult to know where to begin, given all of the interesting contact center activities around the world. However, a great place to begin is with the Editors Choice feature by TMCnet contributor Tracey E. Schelmetic about a terrific webinar sponsored by Interactive Intelligence, "2012: Key Contact Center Trends and Priorities for the Upcoming Year - How you can be read.," The webinar featured Forrester Research principal analyst, Art Schoeller, Interactive Intelligence senior vice … [ Read More ]
02/11/2012

Aegis Lands in Magic Quadrant

Global outsourcing provider Aegis Limited has been named as one of 16 firms in Gartner Inc's 2011 Magic Quadrant for Customer Management Contact Center BPO Worldwide. [ Read More ]
02/10/2012

Interactive Intelligence Hires Mitchell Phillips as Australian Territory Manager

Interactive Intelligence Group, Inc., a global provider of unified business communication solutions for contact centers, unified communications, and business process automation, was in need for someone to take over their Australian territory. The company announced that Mitchell Phillips seems to be the new man for the job. [ Read More ]
02/10/2012

DOW Networks Ready to Meet Demands of Next Generation VoIP Call Center

Telecom Company DOW Networks is expanding its services to support growing demand of its contact center clients around the world. The company will soon be designing and building a new data center to provide increased disaster recovery and redundancy for its call center services and international toll free numbers clients. [ Read More ]
02/09/2012

Latitude Software and PaymentVision Join Forces to Offer Integrated Solution

Latitude Software, an Interactive Intelligence Group Inc. company, recently announced in a press release that it has joined forces with PaymentVision to offer an integrated debt collection and electronic payment solution that will manage all pre- and post-charge-off accounts and the entire collection workflow process. [ Read More ]
02/09/2012

UK's TalkTalk Group Raises Earnings Expectations

The UK's TalkTalk Group telecommunications provider is in an enviable position: the company is actually raising its earnings forecast after reporting third quarter revenues of £422 million (about $668 million). [ Read More ]
02/08/2012

UAE National Airline Opens 'Guest Contact Center' at UK's Manchester Airport

Etihad Airways, the national airline of the United Arab Emirates, has announced the opening of a "guest contact center" at Britain's Manchester airport. The new facility, which will employ 160 local people, will offer reception for visiting government officials and local business leaders. The contact center, which will be based at the airport's Voyager Building, it will be the airline's first in Europe and fourth in the world. The airline already operates guest contact centers in Abu Dhabi, Al A… [ Read More ]
02/08/2012

Voice Management Suite version 5.0 Adds a Twist to Logistics Operations

In a bid to bridge the gap between static dashboard reporting and real time action, Voxware, a voice solution provider, released version 5.0 of its Voice Management Suite version 5.0 (VMS) at the Modex 2012, currently underway in Atlanta. [ Read More ]
02/07/2012

Patent for Repeat Caller Process Granted to SpeechCycle

SpeechCycle has received the U.S. Patent No. 8,041,019 B2 on October 18, 2011 for its technique and equipment to analyze customers' temperaments during call backs. This analyzed information can be used to enhance the customers' Interactive Voice Response or IVR experience. Organizations can therefore modify the caller experience on the basis of the prior communication history. [ Read More ]
02/07/2012

New Scotland Manager Appointed by Interactive Intelligence

Interactive Intelligence, a global provider of unified IP business communications solutions, announced Thursday their newly appointed Scotland Territory Manager, Joan Hill. [ Read More ]
02/03/2012

Webinar Event Reveals Insight into Contact Center Trends for This Year

On Tuesday, January 31, a special Web event entitled "2012: Key Contact Center Trends and Priorities for the Upcoming Year - How You Can Be Ready," featured Forrester Research's principal analyst, Art Schoeller, and Interactive Intelligence's senior vice president, Joe Staples. Together, along with a panel of guests including Don Van Doren, Founder and President of Vanguard Communications, and Sheila McGee-Smith, Founder of McGee-Smith Analytics, LLC, they discussed how successful contact center… [ Read More ]
02/02/2012

Focus on the Cloud Powers Interactive Intelligence to Strong Q4

Interactive Intelligence posted better-than-expected fourth quarter results on Wednesday, powered mostly by strong orders of cloud-based solutions and an uptick in recurring revenue. [ Read More ]
02/02/2012

UK Company Hosts Wellness Day for Its Employees, Offering Ways to Stop Smoking and Manage Stress

People could get advice on how to quit smoking or be tested for sexually transmitted diseases or even just attend a session on balancing their work and home lives at a large Brighton contact center last week in the UK when five organizations came together to improve health education among employees at Domestic & General, according to a press release. [ Read More ]
02/01/2012

Interactive Intelligence Names Altivon 2012 Platinum Elite Partner for Second Consecutive Year

Altivon recently announced that, for the second consecutive year, they have been named an Interactive Intelligence Platinum Elite Partner. This is the highest partner status given to partners for meeting the tough standards of product certification and software sales as well as renewal and customer satisfaction requirements that are specified. Altivon works at providing contact center solutions and enterprise communications solutions that are modeled on Interactive Intelligence technology spread… [ Read More ]
02/01/2012

Amdocs Reaffirms Customer Success on 30th Anniversary

Amdocs recently celebrated 30 years of providing customer experience systems to some of the leading communications service providers across the world. Amdocs marked this milestone by rolling out a fresh vision that said "Embrace Challenge, Experience Success" that represents its commitment to help customers win in the rapidly evolving connected world. [ Read More ]
02/01/2012

Nexidia Customer Interaction Analytics Selected by Gerber Life

Nexidia recently announced that Gerber Life Insurance has chosen Nexidia Discover, Analyze and Evaluate to help improve contact centre agent performance as well as to raise the level of customer service in the contact centre. The solution will be implemented by using Nexidia's OnDemand Hosted Services. [ Read More ]
02/01/2012

Contact At Once! and VinSolutions Announce Availability of New Product

In collaboration with VinSolutions, Contact At Once! recently announced the immediate availability of a new VinSolutions product. This latest offering provide customers with capabilities such as fully integrated tracking of visitors to their website through real-time analytics tools as well as through proactive chat greetings. These new features and tools could play a direct role in increasing website conversion rates. [ Read More ]
02/01/2012

Conference Call Held On Pending Anti-Offshore Call Center Legislation

The proposed, bi-partisan legislation called the "U.S. Call Center Worker and Consumer Protection Act" has been generating a lot of headlines lately, for good reason. The bill, an attempt to provide incentives to bring call centers jobs that have been outsourced back onto U.S. shores, has bipartisan Congressional support, the support of the Communications Workers of America (CWA) union and the stamp of approval of U.S. consumers everywhere. [ Read More ]
02/01/2012

Indosoft Launches Web Portal for Q-Suite

Indosoft Inc recently announced the release of the product web portal for Q-Suite. The web portal has been designed to provide potential customers with relevant information about contact center software. Additionally, the portal will meet the requirements of telecom channel partners as well as CTI developers by providing them with information. [ Read More ]
02/01/2012

Star Telecom's SIP Services Earns Avaya Contact Center Solutions Certification

The SIP-based services suite from Star Telecom has now been certified as compatible with Avaya's range of contact center solutions. Businesses leveraging the SIP Trunking service from Star Telecom are said to benefit from reducing costs and increasing effectiveness within their contact centers. [ Read More ]
02/01/2012

West Interactive Launches New Holly Voice Platform 6.0

West Interactive, a provider of contact center solutions, has launched Holly Voice Platform 6.0, a major upgrade to its carrier grade Interactive Voice Response (IVR) software [ Read More ]
02/01/2012

Supporting Multiple Communication Points in the Contact Center

If you spend any time following TMC and the telecommunications space, you know ITEXPO East 2012 has launched. In anticipation of this exciting event, TMC CEO Rich Tehrani wanted to get up close and personal with a variety of event speakers to get their insight on industry trends and the coming year. [ Read More ]
02/01/2012

Call Center Outsourcing Company Boosts Customer Service with Interactive Intelligence's CaaS Contact Center

Outsourced contact center services provider have a need for flexibility with their contact center solutions that exceeds that of most contact centers. Why? Because outsourced service providers have multiple clients, all of whom want their customers supported in a slightly different way. As a result, flexibility is a must with any solution these companies implement. It's not hard to see why delivery of contact center solutions from the cloud has brought so many benefits to outsourcers. [ Read More ]
01/31/2012

Building the Contact Center for the 21st Century

Is your contact center ready for the twenty-first century? Are you certain? The pace at which contact center innovation has moved forward is so rapid that a contact center that was state-of-the-art just a few years ago might be hopelessly outdated today. [ Read More ]
01/30/2012

TMC and Interactive Intelligence Present a Webinar on Contact Center Trends

TMC, a global, integrated media company helping clients build communities in print, in person and online, and Interactive Intelligence announced today a complimentary Webinar, "2012: Key Contact Center Trends and Priorities for the Upcoming Year - How you can be ready", live on Tuesday, January 31, 2012 at 11:00 PM EST/16:30 UK. [ Read More ]
01/30/2012

TMC and Interactive Intelligence Presents a Webinar on Contact Center Trends

NORWALK, CT (January 30, 2012) - TMC, a global, integrated media company helping clients build communities in print, in person and online, and Interactive Intelligence announced today a complimentary Webinar, "2012: Key Contact Center Trends and Priorities for the Upcoming Year - How you can be ready", live on Tuesday, January 31, 2012 at 11:00 PM EST/16:30 UK. [ Read More ]
01/30/2012

CaaS Deployments Driven by Contact Centers' Needs to Expand: Interactive Intelligence

Before heading down to sunny Florida this week, TMC CEO Rich Tehrani had the opportunity to catch up with Tim Passios, senior director of solutions marketing at Interactive Intelligence, who will address attendees at Cloud Communications Expo this week in a number of sessions. Their full exchange follows below. [ Read More ]
01/30/2012

Milwaukee Electric Tool Complements Microsoft Lync Investment with AltiGen Contact Center Solution

Unified communications solutions provider AltiGen Communications, Inc. recently announced that Milwaukee Electric Tool Corporation has deployed AltiGen's MaxACD contact center solution for Microsoft Lync. [ Read More ]
01/30/2012

Pinnacle Capital Mortgage Selects Retarus Faxolution for Desktops

Retarus Inc., a global provider of professional messaging solutions, recently announced that Retarus Faxolution for Desktops will meet the faxing requirements of Pinnacle Capital Mortgage, a key financial provider for the Western United States. [ Read More ]
01/27/2012

Understanding Customer Expectations is the Key to Driving Brand Growth

The Loyalty Marketing Association's Loyalty 360 think tank has coined a new term that it says is crucial to the growth of brand retailers. "Expectation matching," according to spokesmen, is the ability of brands to create loyalty and engagement with their customers by engaging in an active dialogue about customers' sometimes disparate expectations. [ Read More ]
01/27/2012

Xerox to Build New 500 Seat Call Center in New York State

Multinational office equipment company Xerox has finalized plans to build a new call center in Webster, New York. The facility, once completed, will employ up to 500 people. New York's Governor Andrew Cuomo made the announcement and indicated that the state has negotiated with Xerox to finalize terms for the new call center. [ Read More ]
01/27/2012

A Real Contact Center Solution - No Need for a Missing Lync

In preparation for ITEXPO East next week in Miami, I created a list of things to see. At the top is kicking the tires of Interactive Intelligence's integration of its Interaction Client.NET Edition with MicrosoftLync Server 2010. This integration was a key part of the company's release of CIC 4.0 for its flagship Customer Interaction Center (CIC) all-in-one IP communications software suite in late November. Why you ask? Read on. Hopefully you will put it on your list of things to see as well… [ Read More ]
01/26/2012

Nearly Three Quarters of Companies Risking Their Existence by Ignoring Social Media

Do you have a good grasp on your customer relationships? Are you sure? While you may have been confident that you did five years ago, since then a tornado called social media has raised its head, and if you've got that in the bag along with all your other customer channels, congratulations. You're one of the few. [ Read More ]
01/26/2012

Telephone Doctor and ContactPoint Collaborate in Call Center Training

Customer service training company Telephone Doctor will partner with customer support and sales solutions provider ContactPoint to offer a new training accountability program called Service Ensure, the two companies said today. Service Ensure will be an exclusive offering of Telephone Doctor that will be supported by exclusive call recording, call scoring and call goal-setting features powered by ContactPoint's new performance management tool, LogMyCalls. [ Read More ]
01/26/2012

Datapoint Introduces Cloud-based Contact Center Platform

UK-based Datapoint has introduced Katalyst COREcentre in the Cloud, a new cloud-based contact center solution. The announcement was made at Cloud Expo Europe 2012, which is underway this week at Olympia National Hall in London. Designed to be deployed in conjunction with Datapoint's infrastructure delivery partner, Telehouse, Katalyst COREcentre is a fully configurable contact centre, supplied on a secure infrastructure-as-a-service (IaaS) basis, said the company. [ Read More ]
01/25/2012

Philippines BPO Industry Not Worried About 'U.S. Jobs Back Onshore' Initiative

Americans watching President Obama's State of the Union address last night heard a lot of things but one thing that stood out was his urging of American businesses to bring jobs back to the U.S. Last week, the President said he wants to eliminate tax breaks for companies that outsource. [ Read More ]
01/25/2012

MicroAutomation's MicroMessenger Certified as Voxeo Connect Partner Application

MicroAutomation announced that its MicroMessenger has become the first Voxeo Connect Certified Partner Application after going through strict evaluation and validation processes. In a release, Scott Fischer, MicroAutomation's COO, said, "MicroMessenger offers an exciting opportunity for organizations that are looking to improve their customer communications through proactive event-based contact. By leveraging Voxeo's 100 percent uptime hosted cloud, customers can quickly and affordably create… [ Read More ]
01/25/2012

Doing Well by Doing Good - the Interactive Intelligence Goat Program

We live in a cynical world. The motivations of people and companies tend to get tremendous scrutiny. However, in the case of the Interactive Intelligence Goat Program, done in conjunction with international charity Oxfam, there is nothing to be cynical about. [ Read More ]
01/24/2012

Keeping Your New Year's Resolutions...For Your Contact Center

Did you make any New Year's resolutions this year? Many people do. Did you make any New Year's resolutions for your contact center? [ Read More ]
01/24/2012

Ant Marketing Opens Fourth UK Contact Center

While the U.S. has seen legions of contact center jobs go offshore to places offering lower costs like India and the Philippines, it's easy to forget that we're not the only nation eager to stop the flow of jobs offshore. The UK has seen a similar flight of call center jobs leave its shores, and its fed-up consumers are just as happy to see the jobs coming back. [ Read More ]
01/24/2012

Voci Technologies' Speech Recognition Solution Selected by Castel Communications to Enhance Call Center Performance

Castel Communications, LLC, a provider of call center solutions, has announced that it has selected solutions by Voci Technologies Inc., a company that offers enhanced speech recognition appliances, for enabling accurate and error free voice recognition, which will empower the call center executives in understanding the queries and issues raised by their customers in a better way. [ Read More ]
01/23/2012

Insurance Agents Form Company That Employs Disabled Veterans in Insurance Careers

While unemployment in the U.S. has been high - and remained high - for several years now, it's no secret that some groups have been hit harder by unemployment than others. While some contact center work has been coming back to U.S. shores because of escalating costs abroad and negative public perception of offshoring, there are some groups who haven't benefited...yet. [ Read More ]
01/23/2012

Avtex Named Platinum Elite Partner for 2012

Interactive Intelligence has named technology driven company, Avtex, a Platinum Elite Partner for 2012. Interactive Intelligence is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. The company annually highlights resellers that meet their strictest guidelines by awarding them Platinum Elite Partner status, the company's utmost honor. [ Read More ]
01/23/2012

TMCnet Contact Center Solutions Week in Review

Contact center solutions (pardon the repetition) are increasingly the centers of attention in enterprises around the world. In fact, before getting into this week's news, it is worth noting the extraordinary attention that has been given Interactive Intelligence's purchase of its South African Reseller ATIO by new sources around the world which is why it is currently the Editor's Choice. [ Read More ]
01/21/2012

Intelliverse Rolls Out Cloud Communications for Contact Centers

A cloud-based platform allows contact center agents to operate in any office in any part of the world and reduces capital expenditures as well as IT and maintenance costs. [ Read More ]
01/20/2012

TruGreen Announces Plan to Hire 175 More Employees

TruGreen, a lawn care company based in Memphis, Tenn., is planning to hire an additional 175 employees -including sales personnel, supervisors and managers -to help stock its new contact center in the Netpark office campus in Tampa. TruGreen serves more than 2.5 million residential and commercial customers in the U.S., through a network of 250 branch locations. TruGreen provides ongoing lawn care services that include fertilization, healthy lawn analysis, weed control, disease control, and ae… [ Read More ]
01/20/2012

Wagas Azeem Honored by PTCL as Top Agent

Waqas Azeem was recently honored by the Pakistan Telecommunications Company Limited (PTCL) for his contributions to its Lahore Contact Center, specifically in the customer service department. [ Read More ]
01/20/2012

New Call Center Available for Tri-City Medical Center Patients

Tri-City Medical Center announced the launch of their new 24/7 informational call center on Wednesday. [ Read More ]
01/20/2012

DSCI's iPBX Premium Call Center Improves Inbound Call Handling

DSCI Corporation, a provider of IP and unified communications solutions, announced it has expanded its iPBX Call Center service, empowering enterprises to enhance communication and interaction with their customers. [ Read More ]
01/20/2012

Allied Offices Opens New Location in Beverly Hills Featuring Remote TelAssistant Phone Answering Service

Allied Offices, a provider of virtual business solutions, announced that it has set up a new location in Beverly Hills, right across the street from Saks Fifth Avenue. The new location is surrounded by a number of shops and restaurants, making it possible for customers to establish an office address in Beverly Hills all without having to worry about signing long-term traditional office lease agreements. [ Read More ]
01/20/2012

Payday Express Announces Restructuring of Workforce for Better Customer Service

In an effort to offer better customer service, Payday Express, a UK based company that offers emergency payday loans to employed people across the country, has announced a restructuring of its workforce. [ Read More ]
01/20/2012

Siemens' Cloud Call Center Solutions Garner Awards

Global integrated media company TMC's Customer Interaction Solutions magazine has honored Siemens Enterprise Communications with multiple awards for its achievement in advancing unified communications and contact center technologies and demonstrating excellence in innovation. The magazine has named OpenScape Cloud Solutions as a recipient of the 2011 Internet Telephony Product of the Year Award, and OpenScape Cloud Contact Center as well as the OpenScape Contact Center Customer Collaboration … [ Read More ]
01/20/2012

Voxeo's Cloud-Based Platform Powers Infracast's Messaging Solution

Voxeo, a provider of solutions that unlock communications products, has entered a partnership with Infracast, a company that develops customer-driven systems for implementing effective and multichannel communication strategies. [ Read More ]
01/20/2012

Interstate Batteries Picks VPI EMPOWER to Enhance Customer Service

Interstate Batteries, a company that delivers portable power solutions, has selected Voice Print International (VPI), for its VPI EMPOWER performance optimization suite to maximize the quality and performance of its customer service center. [ Read More ]
01/19/2012

CCEOC Inc. Awards GOLD Level Contact Center Employer of Choice Certification to Albridge

CCEOC Inc., team of contact center experts, academics, and analysts who deliver innovative programs that create high-morale, high-performance contact center cultures, announced that it has recognized Albridge with Gold Contact Center Employer of Choice certification. [ Read More ]
01/19/2012

Birmingham Cashes In on New Accretive Call Center for Southeast

Chicago-based Accretive Health Inc has chosen Birmingham, Ala., where the Birmingham City Council approved an incentive agreement to locate a new call center that will result in at least 250 jobs, according to a story by Nevin Batiwalla at The Nashville Business Journal. [ Read More ]
01/19/2012

SAS Enhances Family of Pricing Optimization Solutions to Boost Retail Performance

A provider of business analytics software and services, SAS has announced enhancements to its SAS Merchandise Intelligence suite designed to take the hassle out of retail processes like forecasting demand and adjusting local pricing. These enhancements are going to improve a retailer's ability to tailor prices to individual stores and shopper profiles, and be better aligned with brand strategies, SAS said in a press release. [ Read More ]
01/18/2012

DSPanel Product Now Offered to Non-Windows-Based Operating Systems

DSPanel has extended support to three major operating systems - OS X, Linux and UNIX - on the company's Performance Canvas Studio. None of the three are Windows-based, so DSPanel is expanding support to hundreds of thousands of businesses. Windows users had access to the solutions previously. [ Read More ]
01/18/2012

Rite Aid Selects WorkPlace's Cloud-Based Workforce Management Services

WorkPlace OnLine, a cloud-based schedule and attendance management service, will be used by Rite Aid in all of its stores. [ Read More ]
01/18/2012

Former Collections Maverick Seeking Site for New 'No Abuses' Call Center

While new call centers would appear to be popping up all over the U.S., one potential new contact center is generating more news than usual. Collections company CFS II, founded by industry maverick Bill Bartmann, is currently looking at three states - Nevada, North Carolina and Illinois - as potential locations for a 40,000-square-foot call center site that eventually could provide 2,000 jobs. [ Read More ]
01/18/2012

Century 21 Upgrades Digital Signage Software with NCR Netkey

Century 21's designer department stores throughout the metropolitan New York area and its flagship location in lower Manhattan will be upgraded with the latest version of the NCR Netkey digital signage solution. [ Read More ]
01/18/2012

G2M International Opens Contact Center in Costa Rica

G2M International, a division of Dialogue Marketing, has expanded the company's international presence by opening its newest contact center in Costa Rica. [ Read More ]
01/18/2012

KWI, VeriFone Join to Deliver Mobile POS for Brighton Collectibles Stores

KWI has inked an agreement with VeriFone to deliver KWI Cloud 9 Mobile Point-of-Sale (Mobile POS) to Brighton Collectibles, introducing new aspects to the retail industry in cloud-based technology. [ Read More ]
01/17/2012

Ancestry.com Chooses Home-Agent Company Alpine Access to Augment Subscriber Support

Ancestry.com, the popular online genealogical research website, has 1.7 million members and is growing. The site offers would-be ancestor hunters an extensive collection of online resources to conduct family history research. But with 1.7 billion subscribers to support, the company required a new solution to supplement its own internal customer support efforts in order to keep customer service standards high. [ Read More ]
01/17/2012

TMCnet Contact Center Solutions Week in Review

The new year has started out with a bang on multiple fronts in the contact center solutions sector. In fact, in our Editor's Choice section, Tracey Schelmetic put the spotlight on how social media will be a key component for contact centers in 2012. [ Read More ]
01/14/2012

Proximiant Unveils Tap and Go Digital Receipts

Proximiant, a self-funded company based in San Francisco, Calif., has launched tap and go digital receipts, a secure solution that allows retailers and shoppers to track purchases and earn different types of rewards in a hassle-free manner. Featuring a phone-sized USB interface transceiver, the technology allows retailers to provide customers with access to a variety of discount programs, loyalty rewards, cash rebates and coupons without the requirement of conventional membership cards or pa… [ Read More ]
01/13/2012

Enghouse Interactive Releases Version 4.2 of CallRex Call Recording Software

Enghouse Interactive has released version 4.2 of CallRex Call Recording software. Enghouse is a provider of the CallRex suite of IP call recording and contact center optimization solutions. [ Read More ]
01/13/2012

Aspect Customer HarborOne Wins Business Collaboration Award

Aspect, a provider of customer contact and Microsoft platform solutions, announced that one of its customers, HarborOne, a top credit union in the United States, has received the 2011 Business Collaboration Leadership Award from leading business and IT research and advisory services firm Ventana Research. [ Read More ]
01/13/2012

Interactive Intelligence Buys Contact Center Assets of South African Reseller, ATIO

Interactive Intelligence Group Inc., a global provider of unified IP business communications solutions and a leader in the contact center market, has announced an agreement of its purchase of selected Interactive Intelligence-related contact center assets of its South African-based reseller, ATIO Corp. Pty Ltd. As of Jan. 1, 2012, these assets are now owned by Interactive Intelligence Group Inc., and the new company will operate as Interactive Intelligence South Africa Pty Ltd. [ Read More ]
01/13/2012

Social Media Components on the Rise in Call Center Solutions

Everyone knows that 2012 will be a make-it-or-break it year for call centers to integrate social media into their operations - there have been endless articles warning companies of the consequences of not keeping up with their competitors on this score - far fewer companies have an idea about how to go about implementing this strategy. [ Read More ]
01/12/2012

Calabrio Delivers New Version of Contact Center Management Solution

Calabrio Inc., which builds workforce optimization software applications, has released version 8.8 of the Calabrio ONE suite. New with this release are more capabilities for supervisors in fewer clicks. [ Read More ]
01/12/2012

RedHorse CRM Integrates Lead Management and Sales Management

Lead management and sales management have been now integrated by RedHorse CRM. A seamless process from first lead to sales order is therefore ensured. Apart from giving user tools to interact with leads automatically, the latest release, v4.2 educates and encourages prospects until they become interested in purchasing. [ Read More ]
01/12/2012

LogMyCalls Named a Recipient of INTERNET TELEPHONY Product of the Year Award

LogMyCalls has recently received the 2011 Product of the Year Award from Technology Marketing Corporation's INTERNET TELEPHONY Magazine, the IP Communications Authority since 1998. [ Read More ]
01/11/2012

JetJaw Provides Instant Customer Feedback for Businesses

JetJaw, a provider of a fast and accurate method to derive customer feedback at the moment of the experience, has announced the addition of a new functionality that can seamlessly allow satisfied customers to push their feedback to social venues. [ Read More ]
01/11/2012

BT Struggles To Fill Call Center Jobs in West Midlands; Skill Shortages Blamed

If you've got call center jobs open and the positions you need to fill are located in an area with high unemployment, these jobs should be easy to fill, right? [ Read More ]
01/11/2012

The Philippines Makes Contingency Plans for Pending U.S. Legislation

While politicians and government officials in the Philippines wait to see the outcome of U.S. HB 3596, also called the "Call Center and Consumers Protection Bill", some in that country's thriving call center business believe that they should start making contingency plans. [ Read More ]
01/11/2012

When's The Best Time To Call Your Customers?

Do you call your customers? Do you wonder if you're allowed to call your customers? If you're not sure, it's hardly surprising. Rules governing who you can call and who you can't are a veritable patchwork of state and federal standards you must follow, in addition to any internal rules your company may have. [ Read More ]
01/11/2012

More Financial Institutions Seeing the Benefit of CRM Systems

In a business world that is leaning more and more on advancing technology, it is no real surprise that there is a growing sector of companies that support other, larger companies with CRM technology. While CRM technology can be brought to good use in almost any sector, the CRM apps are popping up as a real tool to improve the banking industry. [ Read More ]
01/11/2012

Ontario Puts Stringent New Standards in Place for Customer Service Accessibility for the Disabled

Beginning January first of this year, Ontario put stringent new accessibility standards in place for businesses operating in that province. The new standards covered accessible customer service for the disabled, which the Ontario Ministry of Community and Social Services says is not just about ramps or automatic door openers. It's about understanding that people with disabilities may have different needs when it comes to customer service. [ Read More ]
01/10/2012

Philippines' Call Center Growth Exceeds Expectations for 2011

While economists look for signs of life in the U.S. economy and jobs market, many are seeing a little more life in the call center industry than the economy as a whole. Call centers are a growth industry, and not just in the U.S. The Philippines' BusinessWorld Online is reporting that call center growth in that nation - a popular business process outsourcing (BPO) destination - is expected to exceed expectations and projections for 2011. [ Read More ]
01/09/2012

TMCnet Contact Center Solutions Week in Review

First, here is to a happy, healthy, and prosperous new year to everyone. Based on developments that ended 2011 and what is already in the hopper for 2012, it is clear that contact center solutions (pardon the play on words) are going to be front and center as enterprises around the world continue to focus on them as much, much more than places to interact with customers with questions and issues. [ Read More ]
01/07/2012

NewVoiceMedia Secures a New Patent in UK

NewVoiceMedia, an enterprise-class contact center, has announced that the company has recently secured a patent in UK. The patent, which was invented by NewVoiceMedia's Founder Richard Pickering, discloses a technique in which caller data is used to execute a search query using internal data repositories and external resources such as Google or Microsoft Bing. Those results are then delivered to the receiving agent. [ Read More ]
01/06/2012

Motiv8 Solutions Advances Business Operations into Contact Center Industry in Poland and Czech Republic

Motiv8 Solutions, a provider of inbound and outbound sales and contact management solutions, announced that it has advanced into the rapidly expanding contact center market in Poland and the Czech Republic with the successful expansion of its business operations within these territories. [ Read More ]
01/06/2012

BestFit Mobile Picks Xactly to Improve Sales Visibility

To carry on sales compensation management programs in easy and affordable ways, BestFit Mobile has signed a deal with Xactly Express, a software product from Xactly Corporation, a company in on-demand incentive compensation and sales performance management. [ Read More ]
01/06/2012

Call Centers Are Personalizing Holiday E-Commerce Customer Service

While retail stores worried about - and looked forward to - surging crowds on Black Friday weekend, the weekend after Thanksgiving, e-tailers and brick-and-mortar stores with strong online presences worried about "Cyber Monday," the Monday after Thanksgiving, when shoppers swarm onto the Internet for online shopping. This year, Cyber Monday, or December 5, saw about 85 million visits to e-commerce Web sites. [ Read More ]
01/06/2012

UK Company Granted Patent for Technology That Pulls Social Media Data into Contact Center

Waves of information, articles and blogs have been written about the subject of using social media in the contact center. We know why it's important: customers often reveal information about their relationships with you - either good or bad - in their Facebook posts, Google+ sharing, Tweets and comments on message boards and blogs. [ Read More ]
01/05/2012

Drishti's Ameyo Automates Customer Interactions for E-Commerce Web Site Delyver

Drishti-Soft announced that its Ameyo product has been selected to automate and enable centrally-managed customer interactions for Delyver which is an e-commerce business providing home delivery of consumer goods via a dial-n-deliver mode in Bangalore, India. [ Read More ]
01/03/2012