Knowlagent Announces Updated Knowlagent r7
Knowlagent developed r7 in response to customer and market demand to help companies drive the rapid adoption of change by solving the most important and pressing call center challenges. These challenges include getting agents on board with new strategic initiatives and keeping them informed at all times without impacting service levels; coaching-who, what, how and why to coach; and routing customer calls to the best and most qualified agent. Knowlagent r7 delivers communications and information to agent desktops during call volume downtimes. (about Knowlagent)
Coiga Announces Coiga 4.5 Suite
The Coiga 4.5 product suite is a lead generation system that enables global enterprises to collect quality leads. The Coiga 4.5 product suite consists of a scalable set of data collection touch point solutions that is available for the Internet, email, phone and print channels. All touch point solutions in the Coiga 4.5 product suite incorporate the Attribute Management System. This system is a Question Attribute data management tool that enables the enterprise to standardize the definition and organization of questions, response options, attributes, and response code mappings.
Opus Group Launches Opus Suite 2.0
This new release enables organizations to apply analytics tools and work planning and assignment techniques from front-office customer contact centers to back-office functions, such as order entry, underwriting, records processing and others. The new release integrates Workload Management metrics into the Performance Analytics dashboard.
IEX Announces Brazilian Portuguese Version of TotalView
The TotalView Workforce Management system now supports the Brazilian Portuguese language. TotalView workstations can be configured for multiple languages, even within the same contact center. The TotalView WebStation feature already supports Portuguese, Spanish, French, Dutch, German and Danish languages in addition to English. (about IEX)
Onyx And SimpliCTI Announce General Availability of CTI Adapter
Onyx Software Corporation and SimpliCTI Software Solutions announce the general availability of a pre-configured adapter which integrates contact center interactions between Avaya Interaction Center (IC) 6.1 software and Onyx Enterprise CRM 5.0. The adapter is designed to help customers quickly and easily integrate Onyx CRM and Avaya Interaction Center, thus minimizing installation time and simplifying maintenance.
Rockwell FirstPoint Contact Completes Enterprise XML Connector Field Trial
The Enterprise XML Connector creates a common communication platform that enables vendors to share both the format and data produced by Rockwell FirstPoint Contact's FirstPoint Enterprise product using a standard Internet language by offering a series of key word descriptions of internal information. IEX successfully trialed the Enterprise XML Connector at a Fortune 100 company's largest contact center site delivering its TotalView workforce management solution. By leveraging the Enterprise XML Connector, IEX was able to install the product at the customer site quicker. (about Rockwell FirstPoint Contact)
Aspect Uniphi Fueled by Customer Deployments and Third-Party Support
Aspect revealed key business drivers cited by users as stimulating the move to the Aspect Uniphi Connect solution, a hybrid call center offering that supports both PSTN- and IP-based agents on a single platform. Additionally, NICE Systems and Verint Systems have completed testing and offer versions of their flagship products that are user-ready for the Aspect Uniphi Connect solution.
Concerto Announces Continued Growth, Profitability
Revenue for the second quarter of 2004 was $40.0 million, an increase of 52% compared to $26.3 million in second quarter revenue last year and an increase of 10% compared to $36.3 million in revenue for the first quarter of 2004. This marks the fifth consecutive quarter of sequential revenue growth for the company. Product revenue for the second quarter was $18..4 million, an increase of 57% from the second quarter last year and a 15% increase from the first quarter of 2004. (about Concerto)
Astea Reports Profitable Second Quarter
For the quarter ended June 30, 2004, Astea reported revenues of $4.4 million compared to revenues of $3.1 million for the quarter ended June 30, 2003, a 41% increase. Net profit for the quarter was $309,000 or $0.10 per diluted share, compared to a net loss of $1.5 million or $0.51 per diluted share for the same period in 2003. Software license fee revenues were up sharply by 415% to $1.6 million compared to $312,000 for the same period in 2003. (about Astea)
Verint ULTRA IntelliCoach Wins Best of Show
Verint Systems announced that its new agent coaching and development solution, ULTRA IntelliCoach, received the Best of Show Award for Agent Productivity at the International Call Center Management (ICCM) event in Chicago. (about Verint)
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