Five9 Unveils Advanced IVR Capabilities
Five9 announced advanced interactive voice response (IVR) capabilities for the Five9 Virtual Contact Center. The new capabilities are designed to help inbound call centers more efficiently assist their customers by allowing callers to select a menu of options from their touch-tone phone to quickly access the information they need or be transferred to the correct call center agent.
NASCAR and Indy Racing League Team Powered by UniPress
UniPress Software announced that Chip Ganassi Racing has selected FootPrints to automate and standardize its organization-wide help desk operations. One of the most respected auto racing teams in NASCAR, the Indy Racing League, and the Grand-Am Series, Chip Ganassi Racing is using FootPrints to accelerate its IT support operations, ensuring the company maintains high performance levels on and off the race track. (about UniPress)
SMB CRM Datamonitor Report
A new report by independent market analyst Datamonitor reveals small to medium sized businesses (SMBs) are to become the next big growth engine and revenue generator for CRM vendors. The report, "CRM for small to medium businesses," highlights the huge potential this previously un-tapped market possesses. Datamonitor expects global SMB CRM application spend will total close to $2 billion by 2008 - more than double the value of that today. North America, the second largest SMB CRM market after EMEA will account for 30% of revenues, whilst in Central and Latin America (CALA), 2008 SMB spend on CRM, currently estimated to stand at $33 million, is expected to increase almost three-fold.
easyJet Selects RightNow
RightNow announced that easyJet will further enhance its customer service and save 750,000 pounds sterling on current operational costs by signing an on demand CRM deal with RightNow Technologies. Initially easyJet will deploy RightNow Service across all seven of its European web sites to help manage the associated growth in customer communication. easyJet expects to see a return on investment in under a year. (about RightNow)
TriSyn Group With Parature
TriSyn Group has selected Parature's Customer Support Solution to service internal IT issues, as well as support their client base. Parature was chosen due to the ability to customize the solution, the seamless interface and robust features. (about Parature)
ServicePower Partners with Cognito
Cognito and ServicePower announced that ServicePower has signed on as a Cognito accredited partner. This latest partnership agreement will deliver an enhanced mobile workflow management and control solution for organizations looking to improve productivity and management of their service operations. (about ServicePower)
ICT GROUP Announces New Business Wins
ICT GROUP provided an update on its recent new business activity and customer wins. The Company has recently been awarded three additional customer service contracts from clients in the telecommunications, pharmaceutical and consumer electronics industries. Services provided among the three contracts will include technical support, customer service, data capture and enrollment/fulfillment services.
eOn Announces Award of DSN Certification
eOn announced that the U.S. Department of Defense (DOD) has completed interoperability and security certification testing of eOn's eQueue Multi-Media Contact Center Solution. With this certification, the eQueue is now approved for connection to the DOD's Defense Switched Network (DSN).
Vertical Solutions Wins Third CRM Excellence Award
Vertical Solutions (VSI) announced that Customer Interaction Solutions (CIS) Magazine has awarded them the CRM Excellence Award for their work with Data Processing Sciences (DPS). VSI and DPS have successfully implemented PowerHelp Enterprise to streamline all customer support and sales processes. (about Vertical Solutions)
Edify Achieves Certification
Edify announced that the Edify Voice Interaction Platform (EVIP) 9.0, has achieved VoiceXML 2.0 Certification through the VoiceXML Forum's Platform Certification Program. VoiceXML 2.0 Certification verifies that an application can be deployed in a way that is compatible with the VoiceXML standard, eliminating the need for proprietary markups. Edify customers also have the benefit of operating both VoiceXML compliant solutions and native Edify voice solutions on the same platform.
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