 FEATURE WEBCAST (more) |
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"Business Value in VoIP Recording"
Greg Sherry, Director, Marketing and Business Development, Witness Systems
With the emergence of new technologies, companies are interacting with their customers in new and different ways. It's now inevitable that VoIP will be deployed in call centers of all sizes - and businesses of all types. Recording VoIP interactions is less expensive than recording interactions via traditional phone switches. More importantly, the business value of recording VoIP interactions can also be more substantial since business and workforce optimization efforts can impact customer service groups, but also sales, marketing, back office operations, services groups and other related business areas. Listen to understand the business drivers that make recording VoIP interactions a compelling proposition and discover how companies have discovered real value in VoIP interaction recording.
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TODAY'S NEWS (more)
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FrontRange announced the availability of IP Contact Center 5.0 (IPCC) to the Communication Management solution family. The new version of FrontRange's Voice Over Internet Protocol-based (VoIP) software suite features Quality Management and integration with other FrontRange product families.
M-Tech Information Technology announced the offering of its enhanced turn-key telephony-enabled password reset solution, ID-Telephony 4.0.
NICE Systems announced it has received an order from Monitronics to adopt its contact center solution, and benefit from the expanded solution suite now offered by NICE to Dictaphone CRS customers. Monitronics will apply NICE's contact center interactions solutions to increase the quality of customer interactions through improved agent monitoring.
UniPress announced that the Devereux Foundation has selected its FootPrints 100% web-based service desk software to centralize and manage IT support operations for employees located at 53 centers across 13 states.
North America's $458m hosted and managed speech services market is tipped to exhibit an aggressive 15% year-over-year growth rate through the next four years. This is according to a new report from independent analyst firm Datamonitor (DTM.L) titled "Voice as a Service."
Soffront announced that it offers Concurrent (Floating) user licenses to it's on-demand (hosted) customers. This new offering reduces monthly cost for most customers. This licensing option continues Soffront's goal to offer more flexible purchasing options to their customers.
Talisma announced that Talisma KnowledgeBase 5.0 has been recognized as "Knowledge-Centered Support (KCS) Verified" by the Consortium for Service Innovation (CSI).
In breakthrough performance testing of its business process management (BPM) capabilities, Pegasystems announced performance results of one of the largest scalability tests managed by the IBM Innovation Center in Waltham, MA. The 31,500-concurrent user test created and processed 3 million unique cases over an 8-hour period.
Fair Isaac announced that BT Global Services has signed a contract to implement the Fair Isaac Blaze Advisor policy engine. It will be part of BT Transform's operational support system (OSS) framework.
KANA Software announced that the Dutch parliament's House of Representatives, 'Tweede Kamer,' is using KANA Response to allow the Dutch parliament to create a dialogue between its 150 members and the public, and to enhance internal communications.
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8/1/05 - What to Outsource?
Outsourcing doesn't have to be an all or nothing proposition. One reader shared an excellent perspective saying, "One of the biggest outsourcing mistakes companies make is not categorizing contacts and customers and mapping the customer's interactions, lifecycle and value."
The reader goes on to ask, "Which part of your customer relationship can and should you outsource? Lead generation? Acquisition? Order management? Fulfillment? Customer Support? Break fix? Renewals? Cross-sell/Upsell? And should you outsource contacts for prospects? First time customers? Repeat Customers? Partners?"
Right on. While the dividend may be cost reductions, the decision should be value based. I couldn't have said it better myself.
Gary Lemke, Publisher
(Share your thoughts)
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| CRMAdvocate Stock Index |
| CRMSI | 39.06 |  | -0.75% |
| Dow Jones | 10,640.91 | | -0.61% |
| Nasdaq | 2,184.83 | | -0.62% |
| S&P 500 | 1,234.18 | | -0.77% |
| Top Gainers |
| Witness | 19.51 |  | 1.11 |
| Amdocs | 29.69 | | 0.34 |
| Vignette | 15.77 | | 0.28 |
| Top Losers |
| eLoyalty | 5.41 | | -0.60 |
| SAP | 42.82 | | -0.42 |
| Tekelec | 16.61 | | -0.40 |
| Complete Stock Index |
| As of close 07/29/05 | |
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 White Papers (more)
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Real CRM/SFA Success - If we accept that the technology for the SFA solution is sound and the software does work then what can be the problem? It must be the people tasked with using the SFA.(AMT Consulting)
| | | The Future of CRM: Intelligent Systems Empowering Sales - Competitive businesses are now adopting a new breed of CRM systems that infuse accurate and timely information from business information providers within traditional CRM systems. As a result, companies are leveraging the full potential of CRM technology in meeting their sales and prospecting objectives.(OneSource Information Services)
| | | Tomorrow's SIP-Enabled Customer Interactions - For almost two decades, companies have strived to distribute incoming voice calls among call takers in the most efficient manner. In recent years, email and web interactions have been included in the routing mix, using common routing engines across media.(Siemens)
| | | Customer-Driven Knowledge and Proving your Contact Center's Value - In today's time of constant cost cutting and cutbacks, some contact centers have found the correct way to prove their worth to the organization and prvent wrongful cuts that can damage service quality.(Customer Relationship Metrics, L.C.)
| | | Offshoring: Navigating the Turbulent Waters - Thomas Schramm says offshoring has needlessly taken a bad rap. An expert in international marketing and development, Schramm says that people shouldn't be misled by all the hype about jobs being lost to companies abroad.(iToom)
| | | How Far Away is China from Global CRM Standards - Findings and Insights from Best CRM Practices in China and CRMBodyCheck - The CRM Evaluation Method(GCCRM)
| | | Seven Rules for Increasing Customer Value - Forward-thinking organizations are finding ways to get a true return on the investments they make in their customers. Here's how.(1to1 Magazine)
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"OUR TAKE"