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SER Updates Automated Quality Assurance Solution
The newest release of SERTAINTY provides a set of tools that help users measure agent performance and manage their contact center's quality assurance program. SERTAINTY goes beyond call recording and simple call mining technologies to analyze 100% of all recorded calls for script adherence, achievement of Key Performance Indicators (KPIs), and overall call quality.

Voice Print Unveils Business Analytics and eLearning Solutions
The new applications extend the capabilities of Voice Print's Activ! Suite of contact center software. Activ! Analytics collects data and presents real-time and historical performance information to agents, managers and executives within the contact center environment. Activ! eLearning works in concert with Activ! Analytics to automatically intervene when agents are under-performing by delivering eLearning content in the form of courses, coaching tips, quizzes, training flashes, pre-shift announcements, and bulletins.

Kintera Sphere Announced
Kintera announced the launch of its Kintera Sphere 7.0 unified "software as a service" platform for the nonprofit industry. Kintera Sphere 7.0 assists charities in capitalizing on their web-based efforts, while providing an enhanced user experience to their supporters.

IntelleDisc Expands Prospect Automation System
IntelleDisc is engineered for the growing needs of micromarketing campaigns while the application integrates with existing digital marketing presentations and videos. The key features include data collection& review, real-time alert notification, dynamic update and personalization of presentations, and auto-generation of personalized e-mail communications to user from representative, company and presentation.

DoubleClick Announces Compliance with Sender ID for Email
DoubleClick is the first Email Service Provider to announce its compliance with Sender ID. Compliance with the Sender ID framework is intended to ensure email sent by DoubleClick's customers will be more easily identifiable as coming from a legitimate source rather than from spoofed domains commonly associated with spam and phishing scams.

			Required Reading
		Voice Technology - The way forward for cost-effective customer service?    Many businesses tried voice technology a decade ago, but it was clunky, clumsy and inaccurate. Today, with improvements in the sophistication of the technology paralleled only by the advance of processing power, speech has begun to establish an important role for itself in modern customer service operations. (Edify) more >>
Archive of past Required Reading articles

DDi System Adds CRM Functionality to Distribution Management Software
DDi recently introduced Version 16 of its Distribution Management Software that features a new contact management module with a range of CRM functionality. In addition to providing detailed history, contact notes and scheduling tools for an unlimited number of customers and vendors, the new version includes special order management functionality to automate procurement processes.

BT Standardizes on Motive
BT has chosen to standardize on Motive technology to build self-management capabilities into BT's entire existing and next-generation consumer and business data services. After evaluating several vendors, BT chose Motive as the only vendor that could build automation directly into BT's services.

Bezeq Online Launches Contact Center On-Demand Services
Bezeq, has added Contact Center On-Demand services based on the CosmoCall Universe platform to their suite of outsourced solutions. Contact Center On-Demand enables Bezeq Online to offer customers the ability to outsource just their call center technology, rather than their entire operation. Osem, one of Israel's largest food manufacturers, is one of Bezeq Online's first customers for the new service.

ChannelWave Selected to Power E-Commerce Operations for nm-select
ChannelWave is powering nm-select online stores for employee purchasing programs as well as an outlet store for discontinued and refurbished displays. By outsourcing with ChannelWave's service model, nm-select has achieved significant savings on implementation and operating costs and anticipates profitable revenue growth driven by ChannelWave's tailored merchandising and marketing programs, custom catalog, pricing and order management tools, support for selling third-party accessories and real-time integration to distributors for more efficient and accurate multi-sourced fulfillment.

MACTEC Selects Business Objects for Enterprise Performance Management
Using Business Objects, MACTEC will provide top executives at more than 100 offices throughout the country with dashboards, enabling them to track, understand, and manage their organization's performance. MACTEC's dashboards will provide in-depth views of performance from different perspectives and for different users. For example, managers will be able to view pre-defined key performance indicators (KPIs) and the status of hundreds of ongoing projects.

ICT GROUP Expands Relationship with U.S. Robotics
ICT GROUP has entered into the second phase of this outsourced relationship and is now supporting U.S. Robotics' consumer and distributor markets in The Americas. Representatives at the Company's contact center operations in New Brunswick, Canada, have begun providing bi-lingual, English/French technical support services, responding to routine connection/dial-up inquiries as well as providing Tier 1 and Tier 2 troubleshooting and technical support services