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RealMarket Live! - Webcasts ON DEMAND |
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"Gain Without Pain: Successful Tips for VoIP Contact Center Recording"
Contact Centers are increasingly embracing Voice Over IP (VoIP) infrastructure to drive operational efficiencies and facilitate distributed / virtual environments. As the VoIP evolution accelerates, managers need to understand its impact on core contact center technology solutions - including voice recording - and its advantages for improving agent performance, reducing contact center costs and increasing customer satisfaction. Join us as we overview VoIP Contact Center Recording concepts and share Verint's experience in global deployment of thousands of seats of VoIP-based actionable intelligence solutions.
(Listen Now)
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Must-Hear for:
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Contact Center personnel, Client Service specialists, IS managers responsible for contact centers
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What you will learn:
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How to successful utilize recording in a VoIP or hybrid contact center.
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Featured Expert(s):
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Brian Weiss, VP, Product Management, Verint Systems
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Archive
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syndicate RealMarket Live! on your web site |
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Aliant Selects Customer Contact Solution From Nortel Networks
Aliant has selected IP (Internet Protocol) customer contact solutions from Nortel Networks to optimize its current contact center infrastructure, enabling it to better engage its two million customers while fielding 10 million calls each year. Nortel Networks IP contact center solutions will assist Aliant in delivering a positive service experience across products and customer touch points by providing increased flexibility, ease of management, improved call routing and enhanced reporting.
Telefonica And Siebel Systems Team Up
Siebel Systems and Telefonica Soluciones announced that Telefonica Soluciones will market Siebel business applications. Spanish companies will now benefit from communications solutions based on Siebel 7 MidMarket Edition provided through Telefonica Soluciones.
ASC Awarded Contract
ASC announced that it was awarded a General Service Administration (GSA) Contract. GSA secures the buildings, products, services, technology, and other workplace essentials federal agencies need. 13,000 GSA associates support over one million federal workers located in 8,000 government-owned and leased buildings in 2,000 U.S. communities and overseas.
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Required Reading |
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Customer Experience Management Study
Nearly half of executives polled say their companies don't deserve customers' loyalty, according to a poll of corporate chieftains by Strativity Group.Forty-five percent of executives surveyed in the U.S., Europe, Asia and Africa agreed their companies do not deserve customers' loyalty. Fifty five percent agreed their companies do not conduct "true dialogue" with customers. Tellingly, 53.8 percent of executives agreed they do not meet frequently with customers. The survey of 165 executives was conducted during a global year-long tour providing customer experience management seminars to executives at the director or vice president level and above in the U.S., Europe Asia and Africa. Read the results.
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Archive of past Required Reading articles |
- Witness Systems Unveils Back Office Performance Management Initiative - Witness Systems announced a new initiative that extends its eQuality contact center application suite to back office environments. The comp . . . more >>
- Intervoice Announces Solution - Intervoice announced its new Omvia Messaging solution that provides an incremental, application-based approach to voice messaging. Enabling . . . more >>
- KANA Introduces KANA Response Live - KANA announced KANA Response Live, a KANA Assisted-Service module for Web collaboration, online chat and co-browsing that enables companies . . . more >>
- UK Car Rental Company With RightNow - RightNow announced that UK car rental company Holiday Autos has cut emails to its UK customer service center by 50 percent, a reduction of 2 . . . more >>
- NICE Systems Selected For Digital Surveillance System - NICE Systems has been selected to provide a digital surveillance system as part of extensive technology and security upgrades at Dallas/Fort . . . more >>
- eOn Creates Contact Center Alliance In China - eOn Communications announced an alliance with Cortelco Shanghai Telecom Equipment Company in China. eOn will utilize Cortelco Shanghai's vas . . . more >>
- Sony Italy Implements CosmoCom Contact Center - Sony Italy has implemented a national customer service center based on the CosmoCall Universe contact center platform. The system was implem . . . more >>
- FootPrints Offers Range Of Functionality - UniPress Software announced its FootPrints product line offers a broad range of advanced email management functionality to accelerate and st . . . more >>
- Quaero Founder & CEO Helps Launch Relationship Strategy Radio - Quaero announced that its Founder and CEO, Dr. Naras Eechambadi, participated in the launch edition of Reservoir Partners' 'Relationship Str . . . more >>
- FrontRange Solutions USA Reports Surge In Revenues - FrontRange Solutions USA reported an increase in Revenues, from $16.4 million in fiscal Q1 to $18.0 million in the second quarter, or a sequ . . . more >>
- Verint Receives Award - Verint Systems announced that its ULTRA Intelligent Recording solution has been selected as a Product of the Year by CMP Media's Call Center . . . more >>
- Walker Information Announces VP - Willie Doyle has been named vice president of applications development at Walker Information. Joining Walker as an intern in 1997, Doyle has . . . more >>
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| Stock Index |
| RealMarket |
40.81
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1.28%
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| Stock Index: | Tell me more |
| Dow Jones | 10,601.62 | 0.33% |
| Nasdaq | 2,022.98 | 0.87% |
| S&P 500 | 1,143.67 | 0.40% |
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| Amdocs | 27.91 | 0.16 |
| APAC | 3 | 0.06 |
| Apropos | 4.68 | 0.19 |
| Ask Jeeves | 20.38 | 0.45 |
| Aspect | 17.78 | 0.11 |
| Astea | 3.7 | 0.26 |
| ATG | 1.41 | 0.01 |
| AVAYA | 16.7 | 0.77 |
| Blue Martini | 5.57 | 0.07 |
| Broadvision | 8.2 | 0.37 |
| Chordiant | 4.98 | 0.07 |
| ClickSoftware | 4.04 | 0.04 |
| Convergys | 15.91 | 0.28 |
| Concerto | 11.98 | 0.02 |
| E.piphany | 6.99 | -0.19 |
| eGain | 2.77 | 0.1 |
| eLoyalty | 5.43 | 0.03 |
| Epicor | 14.74 | 1.2 |
| eOn | 3.5 | 0.23 |
| FirstWave | 5.5 | 0.05 |
| Group 1 | 14.25 | -0.12 |
| HP | 22.77 | 0.27 |
| ICT Group | 12.53 | 0 |
| Interact Intell | 5.11 | 0.03 |
| Interv Brite | 12.34 | 0.62 |
| KANA | 4.87 | 0.01 |
| LivePerson | 4.3 | 0.41 |
| NCR | 44.06 | 0.31 |
| NICE | 23.4 | 0.51 |
| Onyx Software | 3.71 | -0.07 |
| Oracle | 13.19 | -0.07 |
| Pegasystems | 8.97 | 0.47 |
| PeopleSoft | 22.13 | -0.02 |
| Pivotal | 1.99 | 0 |
| Primus | 5.1 | 0.58 |
| Rainmaker | 1.61 | -0.04 |
| SAP | 40.64 | -0.15 |
| Selectica | 4.7 | 0.05 |
| Sento | 4.49 | 0.06 |
| ServiceWare | 0.8 | 0 |
| Siebel | 12.94 | 0.01 |
| Sitel | 2.86 | 0.09 |
| SPSS | 19.88 | -0.16 |
| SupportSoft | 11.79 | -0.14 |
| Sykes | 7.07 | -0.03 |
| Tekelec | 19.25 | 0.96 |
| Teletech | 7.7 | 0.02 |
| Verint | 25.02 | 0.09 |
| Vignette | 2.24 | 0.04 |
| ViryaNet | 5.26 | 0 |
| West Tel | 23.6 | 0.22 |
| Witness | 11.87 | 0.37 |
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| As of close
02/25/04
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RealMarket Resource Center |
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Resource
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Description
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Events:
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Call Center Campus Spring 2004 -
Purdue University's Center for Customer-Driven Quality presents Call Center Campus, a unique industry event that provides an intimate setting for call center professionals to come together for cutting edge research, education, and networking. Attendees walk away from this event re-energized with an action plan for improvements within their own organizations. Members of RealMarket will receive a 20% discount off of Standard Tuition. Please register using Discount Code: RM101. Visit http://www.callcentercampus.com for conference details or call 1-800-359-2968.
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Training:
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Learn one-to-one strategy -
Receive online
training for one-to-one CRM implementation strategies from the experts.
Now you can get the experience and expertise
of Peppers and Rogers Group Consulting without ever leaving your office.
This interactive Web-based training program combines the value of Peppers and
Rogers Group's live training with the convenience of the Web . . .
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Suppliers:
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CRM Solutions -
Learn more about the CRM vendors that supply product and service.
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Evaluate:
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The CRM Selection Center -
Enterprise software decisions now at your fingertips... just a click away. Powered by TEC's eBestMatch.
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Career:
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Find or fill a CRM job -
Resources for posting or searching jobs in
sales, support, call centers, marketing, etc.
more >>
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Other:
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Additional resources -
While we strive to provide as much good content as possible, we know there are many other good CRM resources. . . .
more >>
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