Real-Time
Coaching Takes Accepted Practice One Step Further
By George Miller
June 28, 2006—Coaching has become an accepted training practice in call
centers and is a preferred training method among agents. It has perhaps never
been more important than now, given today’s incessant quest for cost savings
and the need to get it right the first time ...
Auto
Dealers Gain $8 Million in Incremental Sales
by Recapturing Lost Customers
CINCINNATI—June 28, 2006—CallCommand,
a provider of Web-based solutions intended to increase
customer retention for automotive retailers and OEMs,
has announced that its dealers have exceeded $8 million
in monthly incremental gross profit by recapturing
so-called lost souls—customers who have not
conducted business with a dealer for six to 18 months,
depending on state solicitation laws ...
Partner
Community to Provide Call Center Solutions
Across Asia-Pacific and India
SAN FRANCISCO, Calif.—June
28, 2006—Genesys Telecommunications Laboratories
Inc. has announced that Planet PSG, a provider of technology
solutions in Asia, has joined InterActs, Genesys’s
partner community ...
Consolidated
Companies to Form Voice-Focused IT Service Provider
BIRMINGHAM,
U.K., and CARY, N.C.—June 28, 2006—Geomant
Enterprise Solutions and SimpliCTI Software Solutions
Inc. have agreed to form a consolidated global
information technologies service company, Geomant
Inc. ...
VoIP
Provider and Marketer Ink Venture Agreement
DENVER. Colo.—June
26, 2006—IPtimize Inc., a managed voice-over-IP
solutions provider, has announced a joint venture agreement
with Armitage Marketing Inc., a marketing and consulting
company ...
Arkansas
Contact Center Facility Creates 450 Jobs
JEFFERSONVILLE, Ind.—June
23, 2006—Accent Marketing Services LLC has announced
the selection of Hot Springs, Ark., as the site for
its 12th inbound contact center ...
Security
Company Integrates GSM Into Monitoring and Support
Center
SAN DIEGO, Calif.—June
23, 2006—Satellite Security Systems Inc.
has completed integrating its fleet management
system and the Cingular Wireless GSM network, both
of which are tied into S3's 24 hour/day, 7-day/week
monitoring and support contact center operations
...
ACS
to Open Salt Lake City Call Center
DALLAS, Tex.—June 21,
2006—Affiliated Computer Services Inc. has
announced that it will open a 47,000-square-foot
facility in Salt Lake City in mid-August ...
CRM
Solution Selected By Israeli Contact Center Outsourcing
Company
BELLEVUE, Wash.—June
21, 2006—Onyx Software Corp. has announced
that Tikshoov, a provider of outsourced contact
center services in Israel, has selected Onyx as
its multi-tenant customer relationship management
platform ...
Oracle
Buys Telephony@Work
REDWOOD SHORES, Calif.—June
13, 2006—Oracle has announced that it is expanding
its CRM On Demand offerings with the acquisition of
Telephony@Work, a provider of IP-based software infrastructure
for hosted contact center services ...
Customer
Service Operations Consolidated; Shift in Operations
Should Yield More Control, Better Quality and
Lower Cost
MELVILLE, N.Y.—June
27, 2006—CosmoCom has announced the completion
of interoperability testing between its Universe
all-IP contact center software and BroadSoft's
BroadWorks VoIP application server ...
Service
Intended to Unify Web, Voice and Agent Channels
DALLAS, Tex.—June
26, 2006—Intervoice Inc. has unveiled its Global
Services offering, which is intended to aid enterprises
in providing consistency and continuity among its
Web, subscription services, voice self-service channels,
and agent desktops ...
Solution
Monitors Call Center Applications
BEDFORD, Mass.—June
26, 2006—Empirix Inc., which helps organizations
adopt communications solutions, has launched
the OneSight application monitoring solution
for Cisco Systems’ Unified Contact Center
solutions ...
