Edify Introduces Comprehensive Licensed Speech Application For Banking Institutions
Edify Corporation introduced Edify Voice Banking, a fully licensed software application that enables banking establishments to automate customer interactions and provide access to account, branch, and other financial information through speech-enabled self-service. Based on industry standards such as VoiceXML and SALT, the Edify Voice Banking application eliminates enterprise customer concerns over application functionality and compatibility issues.
Empirix Launches Solution
Empirix launched a new solution to help companies manage and improve the performance of Cisco Intelligent Contact Management (ICM) components. Empirix's OneSight for Contact Centers now combines automated voice transaction monitoring with new OneSight Telephony Monitors that allow organizations to quickly and easily collect customer experience and system metrics from all elements of a Cisco ICM environment.
Symantec Launches noHold Online InstantSupport Solution
noHold announced that Symantec selected noHold's InstantSupport. A customer since 2002, Symantec uses InstantSupport to strengthen the customer experience for support and Renewal Management on its site.
SER Announces New Release
SER Solutions announced the newest version of its flagship outbound call management solution, Call Processing System, CPS 8.0. The latest release is built on Novell's SUSE LINUX operating system and supports a third-party quality monitoring feature, enhanced agent scripting and historical reporting capabilities, and increased campaign support.
SilkRoad Introduces Audio/Video Chat Solution
SilkRoad technology announced the launch of a full-fledged audio and video conferencing extension to its ChatBlazer enterprise-class chat/instant messaging product suite and a new line of plug-in options that will enhance customers' Web-enabled chat experiences. The ChatBlazer Stream AV edition gives users the added ability to perform and participate in visual Web casts while conducting live chats. This feature, available as a plug-in module, offers a vast range of business benefits for small and large organizations looking to provide enhanced collaborative solutions that reach a wide array of targets.
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Five dirty little secrets of CRM
Everything is not as it seems, particularly in the world of CRM.
With all the well-publicized stories of failure, the vendor-sponsored studies that show the critical importance of the vendor's products and boastful claims about CRM, it can be easy to get misled. SearchCRM.com asked several analysts to weigh in on some of the misconceptions they've seen or heard from clients and vendors. Here are a few of CRM's "dirty secrets."
(SearchCRM.com)
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Archive of past Required Reading articles |
Unveil Announces Version 2.0 of Its Conversation Manager
Unveil Technologies announced version 2.0 of its Unveil Conversation Manager. Unveil Conversation Manager is voice application software that enables call centers to deploy software-based virtual agents that automate, assist, analyze and route customer service calls. The new version of Unveil's software includes enhancements to Adaptive Learning aimed at reducing the cost of ownership for speech, integration with third party systems from key partners, and robust system statistics and reporting. These and other key improvements build upon the product's features aimed at reducing call center operating costs while increasing caller satisfaction.
Iusacell, Nortel Networks Deploy VoIP Network in Mexico
Grupo Iusacell S.A. de C.V. and Nortel Networks have completed deployment of a voice over Internet Protocol (VoIP) core network to support the operator's long-distance traffic, significantly increasing network capacity and efficiency. Among the first next generation carrier VoIP networks in Mexico, this deployment positions Iusacell to converge voice and data traffic into packets that can be transmitted together over a single, high-speed network. This helps to drive reduced operational costs and allows Iusacell to offer advanced new wireless services to residential and enterprise customers. (about Nortel)
71% of Nonprofits Do Not Use A Single, Online Database to Manage Donor and Supporter Relationships
Nonprofits must track a variety of contact information to effectively manage online activity with regard to donors and volunteers. Yet a recent survey of the nonprofit sector finds that a majority of organizations continue to store this information in several places instead of unifying contacts into a single, online database. Of those surveyed, 46% of the respondents reported that their organizations are using two or more databases to store donor and supporter information for online use, while 25% said they are not currently using a database for this information at all. However, 29% of those surveyed noted that they rely on one online database for this purpose. The informal survey was conducted by Kintera.
Independent Research Firm Gives RightNow Top Scores
RightNow Technologies announced RightNow was among the select companies that Forrester invited to participate in its eService TechRankings. In this evaluation, RightNow received top scores for market share and cost using Forrester's suggested criteria weightings. Forrester analyzed the strengths and weaknesses of top eService solution providers through a hands-on, scenario-based evaluation process and rated each vendor on more than 130 criteria. (about RightNow)
Apex IT Implements PeopleSoft Enterprise CRM
PeopleSoft announced that Apex IT implemented PeopleSoft Enterprise Customer Relationship Management (CRM) 8.9 Sales in less than six weeks. Apex IT selected PeopleSoft Enterprise CRM 8.9 to replace its existing Siebel system. As a result of the implementation, Apex IT now has a CRM solution with unmatched usability that provides greater sales visibility across the enterprise.
Courion Customer To Deliver Case Study
Courion announced that its customer, Children's Hospital Boston will deliver a case study presentation featuring its self-service identity management project at HealthSec Conference & Expo 2004, September 27-29 in Boston. The presentation titled "Identity Management and HIPAA: Achieving Measurable Results on the Road to Compliance," will be delivered on September 28 at 10:30 a.m. by Paul Scheib, Children's chief information security officer. (about Courion)
SupportSoft CEO Chairs Panel
Radha Basu, chairman and CEO of SupportSoft, will chair a panel discussion on "Broadband Futures, Realizing the Vision" at the Broadband World Forum in Venice, Italy on September 23. The Broadband World Forum is an event that unifies the global communications industry in bringing together over 1,800 executives from more than 70 different countries, underlining the global interest in broadband technology for consumer and business use. (about SupportSoft)
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