| |
LivePerson Releases Timpani
LivePerson announced the release of Timpani, a fully integrated online communications software platform. Timpani will deliver integrated chat, email and self-service knowledgebase capabilities, providing multiple channels for customer interaction and a customer history within one unified agent interface. LivePerson expects to integrate voice interaction within Timpani next year. Timpani is provided on a hosted basis.
Fredericks of Hollywood Implements eGain
eGain Communications announced that Frederick's of Hollywood has deployed eGain's email management solution. eGain was chosen over RightNow Technologies based on its proven integrations with existing order management and shipment tracking systems, scalable J2EE architecture, as well as the breadth and depth of its solution. Online retail best practices and processes embedded in the solution enabled Frederick's email customer service operation to be up and running in a matter of days. (about eGain)
SoundBite 5.0 for Collections Launches
SoundBite Communications announced the availability of SoundBite 5.0 for Collections. Since 2000, SoundBite has provided first- and third-party collections companies with an interactive voice messaging solution that improves agent utilization and increases their debt recovery. With OnDemand Blended Suppression, telephone numbers can be added or deleted in real time while an inbound or outbound collections campaign is running. In addition, full Web-based Script Management allows scripts to be created or modified in real time over the Web, including complex, multifunction scripts for right-party verification, self service, and connection directly to the call center.
TDC Solutions With SupportSoft
SupportSoft announced that TDC Solutions has selected SupportSoft's service automation solutions to enhance customer service for its 450,000 retail DSL customers. TDC Solutions intends to use SupportSoft's Service Automation Suite to provide assisted service and self-service solutions to ensure DSL subscribers can access the most effective support channel for their individual needs. (about SupportSoft)
WebSurveyor Releases Free Web Polling Tool
WebSurveyor Corporation announced that it has released a new web polling tool. The fully customizable tool allows users to create a poll to be posted on a website at no charge. Ideal for webmasters, membership-based organizations and businesses, WebSurveyor created its web polling tool in response to customers who wanted an easy way to add interactive content to a website.
| | | |
Required Reading |
|
 |
| |
|
Charging for service
It was only two weeks after the first major airline introduced a fee for purchasing tickets via telephone that three more followed suit. But don't expect the trend to take over customer service everywhere, said one analyst.
United Airlines, a division of Elk Grove Township, Ill.-based UAL Corp., announced last Wednesday it was adding a $10 fee for tickets purchased at the airport counter and a $5 fee for tickets purchased via phone. It joins Northwest Airlines, American Airlines and Continental Airlines in establishing a fee.
(SearchCRM.com)
more >>
| |
|
Archive of past Required Reading articles |
Offshore Company Call Centers A Concern To US Consumers
A consumer's experience with a company's customer call center has a significant impact on their future purchasing behavior toward the company, and perceptions concerning offshore call centers play a role. This is according to the latest Call Center Study led by Dr. Jon Anton, of Purdue University's Center for Customer-Driven Quality, in conjunction with researchers at BenchmarkPortal, Inc. "The study reveals that 85 percent of U.S. consumers felt their most recent contact with a call center met or exceeded their expectations -- with the vast majority also believing that their call was being handled by a domestic call center," according to Dr. Anton, the Director of Benchmark Research.
DMT Selects Epicor
Epicor announced Dexter Magnetic Technologies (DMT) has selected Epicor Vantage, a manufacturing system that addresses the core business needs of make-to-order (MTO) and mixed-mode manufacturers with built-in workflows managing the entire order cycle: from marketing and sales, production and planning, sourcing and procurement, installation and service, through to financial recognition. (about Epicor)
T-Com To Use Motive
Motive announced that T-Com has chosen to build Motive software into its next-generation small business and residential services. Through its T-Com division, Deutsche Telekom has grown its DSL service to the largest in Europe with more than four million small business and residential broadband lines. Building on this success, T-Com will use Motive's software products to more quickly roll out new self-managing broadband services that will enhance the customer experience and improve operational efficiencies for T-Com.
Identify Application Problem Resolution Software
Identify Software announced that its AppSight Black Box software can help organizations mitigate the risk of migrating their applications to Microsoft Windows XP Service Pack 2 so they can reap the security benefits of this important upgrade much faster, by significantly accelerating the testing and rollout process. Identify's AppSight uses patented Black Box software to capture a synchronized, real-time log of enterprise application system events, conditions, and configuration-much like the black box flight recorder on an aircraft captures aeronautic parameters.
Exstream Software Delivers Print Stream Optimization Software
Exstream Software announced the general availability of AFP Jazz!, print stream optimization software that allows businesses- such as banking, financial services, telecommunications and utilities companies-that use the Advanced Function Presentation (AFP) platform for producing high-volume transaction documents to reduce costs and increase productivity. Part of the Exstream AFP Studio productivity suite, AFP Jazz! allows companies to take advantage of a visual interface to easily merge AFP documents from multiple print streams, index and enhance them with barcodes or other content to achieve post-processing efficiency.
KnowledgeBase Solutions Awarded
KnowledgeBase Solutions announced that Technology Marketing Corporation TMC Labs division named KnowledgeBase.net as an Innovation Award winner for 2004. (about Knowledge Base Solutions)
|
| Stock Index |
| RealMarket |
37.21
|
-1.78%
|
| Stock Index: | Tell me more |
| Dow Jones | 10,109.18 | -1.34% |
| Nasdaq | 1,885.71 | -1.88% |
| S&P 500 | 1,113.56 | -1.41% |
|
| Amdocs | 22.66 | -.33 |
| APAC | 1.55 | -.04 |
| Apropos | 3.19 | .10 |
| Ask Jeeves | 32.25 | -.10 |
| Aspect | 9.45 | -.11 |
| Astea | 7.25 | -.02 |
| ATG | .99 | -.05 |
| AVAYA | 14.47 | -.19 |
| Blue Martini | 2.79 | .06 |
| Broadvision | 2.95 | .00 |
| chinadotcom | 5.05 | -.25 |
| Chordiant | 2.58 | -.01 |
| ClickSoftware | 1.60 | -.12 |
| Convergys | 12.58 | -.19 |
| E.piphany | 3.91 | -.11 |
| eLoyalty | 5.90 | -.17 |
| Epicor | 12.91 | -.20 |
| eOn | 1.28 | .02 |
| Firstwave | 1.32 | -.08 |
| HP | 18.62 | -.08 |
| ICT Group | 7.25 | -.16 |
| Interact Intell | 3.45 | -.12 |
| Interv Brite | 8.89 | .14 |
| KANA | 1.61 | -.06 |
| LivePerson | 3.38 | -.01 |
| Motive | 11.92 | .05 |
| NCR | 49.66 | -1.11 |
| NICE | 21.86 | -.53 |
| Nortel Networks | 3.58 | -.06 |
| Onyx Software | 3.48 | -.07 |
| Oracle | 11.14 | -.27 |
| Pegasystems | 7.00 | .05 |
| PeopleSoft | 19.32 | -.04 |
| Primus | 1.24 | -.05 |
| Rainmaker | 1.60 | .00 |
| RightNow | 11.61 | -.13 |
| salesforce.com | 16.07 | -.29 |
| SAP | 38.92 | -1.33 |
| Selectica | 3.60 | -.10 |
| Sento | 6.05 | -.35 |
| ServiceWare | .42 | .00 |
| Siebel | 7.74 | -.30 |
| Sitel | 2.25 | -.06 |
| SPSS | 13.20 | -.49 |
| SupportSoft | 9.24 | -.19 |
| Sykes | 4.66 | .12 |
| Tekelec | 17.18 | -.01 |
| Teletech | 9.49 | .02 |
| Verint | 34.08 | -.87 |
| Vignette | 1.31 | -.07 |
| ViryaNet | 2.92 | -.06 |
| West Tel | 29.10 | -.44 |
| Witness | 15.45 | -.50 |
 |
| As of close
09/22/04
|
Call for Entries
Call for User Judges
|
