Customer Call & Contact Center Review

NTA launches True Mobile VoIP Sim Card

2010-05-11T13:58:00.000-07:00

NTA launched its first True Mobile VoIP solution scheduled for May 28th 2010. Using an NTA SIM, customers will get all the flexibility and functionality of their VoIP Business System, on their mobile phone, and at a fraction of the cost of the current mobile providers.

NTA's network is interconnected with one of the largest UMTS mobile network operators using voice over the Internet protocol (VoIP) technology. This means you are not required to install VoIP software or a SIP client on your mobile phone. Also you are not dependant on an unreliable WiFi connection. Paul White, NTA MD commented 'We will be able to take our customer's existing mobile and make it an extension of our network. This means their mobile phones can now access the same huge range of functionality as their office based VoIP system.' He continued 'NTA is the first VoIP provider who is offering pure-play VoIP for mobile customers as well as offering "MOVEX" (Mobile VoIP Extensions) without costly mobile forwarding charges and limitations to an area. You can choose from a range of mobile numbers, geographic numbers and office extension numbers to be assigned to a NTA Mobile SIM Card. Or have multiple numbers assigned to the NTA Mobile SIM Card as well.'

Functions include call recording, hold, call transfer, voicemail, hunt group, IVR, call pickup, DND, Time & Date routes, music on hold, Call announcements, Fax to Email, Alerts, Conference Calls, Call Screening, Whisper announcement, Pattern Menu, Queues, Remote Access, Instant Number Allocation and many more. Users of NTA's Mobile VoIP will be able to make calls at exactly the same rate as their desk phone (with a small charge of 2.5ppm on top of the normal tariff). This means they can ring a UK landline for 3.7ppm (peak time) or call the US for the same rate.

NYC 311 Customer Service Center Receives 100 Millionth Call With Support from Accenture

2010-05-10T15:55:00.000-07:00

New York City’s 311 Customer Service Center officially received its 100 millionth call today since its inception, according to City officials and Accenture. The Bloomberg administration launched the 311 Customer Service Center in March of 2003 to provide easier access to non-emergency services in a cost-effective manner. The 311 service consolidated more than 40 separate call centers and hotlines, encompassing 11 pages of government listings in the City phone book, into one easy-to-remember number. The 311 Customer Service Center handles approximately 50,000 calls daily and has become a model for non-emergency call centers around the world. The City worked with Accenture to launch the Center and has continued to work with the firm to operate and further develop the 311 system.“The City has achieved an almost unimaginable milestone and we want to congratulate Mayor Bloomberg, City officials and 311 staff who made it possible for the nation’s largest 311 service to field its 100 millionth call,” said Stephen J. Rohleder, group chief executive of Accenture’s Health & Public Service operating group. “Accenture is proud to support NYC 311, which has become a cornerstone of the ongoing transformation of New York City into a more open, efficient, and customer-friendly government under Mayor Bloomberg.”

In addition to the 311 hotline, Accenture also helped New York City launch 311 Online in 2009 to provide Internet access to more than 3,000 City services. In January 2010, additional 311 Online enhancements were developed to further ease customer access to City services and to generate performance data to help the City analyze and respond to residents’ top concerns.

OnState Virtual Call Center & PBX Are Available Through the Google Apps Marketplace

2010-03-12T15:06:00.000-08:00

OnState Communications announced that its solutions have been added to the Google Apps Marketplace™, Google's recently launched online storefront for Google Apps™ products and services. OnState's virtual call center and virtual PBX applications let businesses leverage the rich communications and collaboration capabilities of Google Apps for use within the company and with customers. Using OnState allows businesses to employ a common set of cloud-based solutions for both internal and external collaboration. As a result, employees can use the full set of Google Apps capabilities to chat, speak, and share with customers in the same manner they communicate with colleagues, while using Google Docs™ to collaborate on everything from customer documents to call recordings and scripting.

With OnState's virtual call center and virtual PBX solutions for Google, businesses can use Google Apps to supplement or supplant existing telephony and collaboration infrastructure, or add Google voice, text, or video chat to customer-facing Web sites and other applications. OnState’s proprietary business presence™ capabilities connect customers and colleagues to the employee who can serve them best based on worker availability, role or business rules -- independent of employee location or phone system. OnState improves customer satisfaction and enhances worker productivity by directing customers to the right person on the first attempt. With OnState, businesses can use Google Apps to measure, monitor, and manage people and customer collaborations while improving customer service."Like Google, OnState is committed to bringing the power and convenience of cloud computing to business customers," said Pat Kelly, CEO of OnState. "By adding our virtual call center and virtual PBX solutions to the Google Apps Marketplace, we enable a business of any size and in any industry to enjoy enterprise-class collaboration capabilities without the expense or hassles of a conventional premise-based solution."

"We are very excited to have OnState in the Google Apps Marketplace," adds Scott McMullan, Google Apps Partner Lead for Google Enterprise. "Through the Google Apps Marketplace, software vendors like OnState are helping us build a rich ecosystem of integrated apps that work seamlessly with Google Apps, allowing IT administrators to leverage the benefits of cloud computing for more of their business needs. We are happy to offer OnState to our rapidly growing Google Apps customer base." Go to OnState's product portal for feature details. Visit the Google Apps Marketplace to access this solution online

Telax Hosted Call Center Announces Partner-Certified Call Center Solution for Metaswtich Networks

2010-02-23T13:22:00.000-08:00

Telax announced today that Metaswitch Networks, a leading global provider of carrier systems and software solutions, has certified Telax Hosted Call Center as interoperable with the Metaswitch solution. The certification was issued following Telax’s successful completion of a series of intensive interoperability tests with Metaswitch version 7.0 and Telax Hosted Call Center’s ACD 10.3.0.0 SIP protocol.

“This was a priority for our team,” explained Taras Kapanaiko, Vice President of Operations for Telax. “We believe that both of our companies share a commitment to innovation and market leadership. It made sense to drive the interoperability between our two technologies.” Kapanaiko added that a number of existing Telax customers in Canada and the United States rely on Metaswitch solutions.

Incumbent service providers and CLECs can now deploy the integrated Metaswitch and Telax solution to offer their customers an incredible breadth of new functionality like universal ACD, enhanced queuing, real-time agent and queue displays, full call recordings, in-depth reports and even workforce management. “We are pleased to add Telax Hosted Call Center to our business solution suite,” said Stefan Knight, Vice President of Strategic Alliances. “The Telax carrier-grade hosted call center technology is a great match for today’s IP networks.”

SoundBite Communications Announces the Availability of SoundBite Engage Platform

2009-12-08T14:06:00.000-08:00

SoundBite Communications announced the availability of a new release of SoundBite Engage, its intelligent, multi-channel communications platform. Organizations worldwide rely on SoundBite Engage, and SoundBite's professional services team, to design, execute and continually measure and optimize their communications strategies to generate revenue, increase customer satisfaction, and reduce operating costs. The Q4 2009 release adds unique features that enable automated and agent-assisted interactive customer communications over the text messaging channel.

"SoundBite's multi-channel communications platform is representative of the next evolutionary step in how organizations will communicate with their customers," said Daniel Hong, Lead Analyst of Customer Interaction at Ovum. "For the first time, organizations can provide an intelligent, interactive customer experience via text messaging on various levels from tailored automation and agent interaction. The compounded benefits of these technologies in conjunction with other multi-channel communications are very compelling."

"The Q4 2009 release of SoundBite Engage represents the vanguard for proactive customer communications," said Jim Milton, President and Chief Executive Officer of SoundBite Communications. "Our on-demand, multi-channel communications platform ushers in a new frontier in customer communications and enables organizations to create more meaningful customer conversations using any combination of voice, text and email."

Altitude Software and Digium Partner to Deliver Advanced Contact Center Applications Suite over Leading IP Communications Platform

2009-11-30T11:21:00.000-08:00

Digium® Inc. and Altitude Software announced Altitude Software as a new Digium Premier Solutions Partner. The agreement marks a major addition to the growing portfolio of advanced business solutions running on top of the Asterisk open source telephony platform and Digium’s telephony gateway cards.

The partnership enables contact centers to benefit from the highly scalable, resilient and cost-effective Altitude uCI customer interaction management suite working together with the Altitude vBox communications platform, a rich, enhanced SIP server that allows SIP to SIP and ISDN to SIP connectivity in contact centers worldwide. The Altitude products work with Asterisk and Digium ISDN gateway cards to create a complete multimedia contact center solution running on IP. Altitude's IP contact center provides the full functionality of the Altitude uCI suite with added connectivity to Altitude vBox, a SIP-based media voice switch, as well as to a variety of IP-PBXs through ISDN and CTI. Visit Digium's product portal for complete feature details

Interactive Intelligence & RightNow to Release Customer Interaction Solution

2009-10-28T16:22:00.000-07:00

Interactive Intelligence and RightNow^® Technologies are introducing an integrated software solution for improved customer interaction management. The integration, with general availability in Q4 2009, combines the self-service and agent-assisted service capabilities of the RightNow CX customer experience suite, with the contact center automation and enterprise IP telephony functionality of the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center^™ (CIC). The new integration brings the following to the RightNow agent desktop for increased productivity and improved customer service: embedded call controls, screen-pop, multichannel queuing and routing, click-to-dial, and unified reporting.

“By having a unified desktop for agents and business users to manage interactions and data, companies can decrease call processing time, increase call resolution rates, and improve overall customer satisfaction,” said RightNow’s chief solution officer, David Vap. “Interactive Intelligence’s single-platform architecture further adds operational value by simplifying installation, administration, and customization.”

“In addition to streamlining the agent-assisted customer experience, this joint solution helps IT teams reduce deployment time for faster ROI by eliminating the need for custom integration,” said Interactive Intelligence vice president of business development, Bill Gildea. “With our respective engagement teams aligned, joint clients are assured they’re receiving solid customer experience solutions backed by dedicated experts.” The II solutions portal provides full integration details

Claim Processing Company Utilizes inContact and Salesforce.com for Industry-Leading Customer Support Capabilities

2009-10-05T13:46:00.000-07:00

inContact, Inc. announced that a provider of performance solutions for the casualty claims industry will be using inContact’s integrated product offering with Salesforce.com for its multiple call centers. The company processes calls from thousands of repair facilities and over 200 insurance companies.

The company has utilized the inContact software product in its call center operations for nearly two years, and has used the Salesforce.com customer relationship management (CRM) product with one of their internal divisions for over a year. With the Salesforce CRM product fully integrated with inContact, the company plans to expand the Salesforce.com presence enterprisewide, and is expanding into various other offerings from inContact to improve the agent training and customer experience.

The inContact and Salesforce.com integration will improve the entire call center cycle – routing, call resolution and reporting, which will combine to improve the overall customer experience. The product integration allows agents and managers to work through a single user interface to resolve customer calls and run reports. Because both applications are cloud-based technologies, companies that utilize inContact and Salesforce.com also see the overall benefits of a Software-as-a-Service offering: quick deployments, minimal cash outlay, a rapid and quantifiable return on investment, a reduced maintenance burden and a pay-as-you-go model. Read the press release via BusinessWireNews

Contact Centres Face New Challenge as Attrition Costs Fall by £800M, Reports CCA

2009-10-05T13:22:00.000-07:00

A reduction of £800 million in the cost of staff attrition has helped UK contact centres deliver major improvements in customer service but they will face tough new challenges when the recessions ends, warns CCA, the industry champion of global customer service standards. CCA Chief executive Anne Marie Forsyth urged contact centre managers to attend CCA Convention in Edinburgh on November 4 & 5 where more than 500 professionals from the public and private sectors will debate ways to accelerate improvements in contact centre operations and to get the best performance from staff.

Forsyth said: “The recession presented serious difficulties for everyone but ironically, one positive side effect for the customer contact sector has been a dramatic reduction in staff attrition costs which were running at £1 billion a year. We need to ensure the situation is not reversed as the economy recovers and that the ultimate winner is the customer who has a right to expect first-class service from well-trained staff.”

CCA Convention, the industry’s premier event, will be chaired by Gavin Esler of BBC’s Newsnight and Sky News anchorwoman Kay Burley. Bookings are strong despite the downturn as organisations seek insight from global leaders on boosting customer satisfaction and loyalty. Visit the CCA's portal for complete survey findings and conference information

Salesforce.com and Cisco Partner to Deliver the New Face of Customer Service

2009-10-05T12:16:00.000-07:00

Salesforce.com and Cisco announced a combined solution to deliver a complete contact center in the cloud. The Cisco and salesforce.com Customer Interaction Cloud brings together salesforce.com's Service Cloud 2 with Cisco Unified Communications. The solution empowers small and medium sized companies to run their customer service completely in the cloud. Salesforce.com and Cisco share a vision about moving technology into the cloud and leveraging social networking sites like Facebook, Twitter and Google to deliver services to their customers where they are already collaborating.

The combined solution utilizes a connector to integrate salesforce.com's Service Cloud 2 with Cisco Unified Contact Center's functionality. This allows customers to use the salesforce.com CRM application as their primary agent desktop while retaining full Cisco Unified Contact Center capabilities to operate a customer care or support center in any industry.
Through this offering, salesforce.com and Cisco are addressing a growing demand for cloud computing-based customer service solutions in the SMB market.
With the Customer Interaction Cloud, agents may become more productive, and customers can use the cloud to achieve a more rapid time to value with no hardware, no software, no data centers and no telephony equipment to install.
The solution was built to focus on organizations with 30 to 300 reps or agents and reflects both high market demand from prospects as well as requirements from existing customers.

Visit Cisco's Unified Contact Center portal for complete integration details

No. 1 Strategy for Optimizing Contact Center Performance and Improving Customer Satisfaction (Webinar)

2009-08-31T11:47:00.000-07:00

Elizabeth Herrell, vice president and principal analyst at Forrester Research, and Mary Bartels, executive director of Contact Center Solutions for Varolii Corporation, will discuss how companies are leveraging customer data and automated outbound communications to reach more people, elicit higher response rates and provide information that customers need in the way they want it delivered – all without tying up contact center resources. The webinar will be held on Tuesday, September 1, 2009, 2:00 – 3:00 p.m. EDT.

A complimentary webinar discussing how companies are leveraging customer data and automated, proactive outbound communications to optimize contact center efficiency and improve customer satisfaction at the same time. Key topics will include practical steps on leveraging customer data for more effective communications, how to improve performance metrics with proactive outbound communications, contact center optimization case study from Ryla, a leading call center solutions provider and how to better manage inbound queues and reach more customers. Register via the event portal

VPI Joins the ATA to Help Contact Centers Optimize Compliance

2009-08-19T14:28:00.000-07:00

VPI (Voice Print International) today announced that it has joined the American Teleservices Association (ATA) as a corporate member to help other member organizations ensure compliance with governmental regulations, manage risk, accelerate performance and provide superior customer service.

“ATA is a leading authority on outbound and inbound call center legislation and compliance issues, and we are delighted to have an opportunity to be a member of this respected organization and partner with its members,” said Patrick Botz, VPI’s global director of marketing. “In a business environment that’s becoming increasingly competitive and subject to stricter regulations and subsequent compliance requirements, organizations are looking for innovative ways to effectively reduce operational costs without affecting their quest for increased customer satisfaction and accelerated workforce performance. We look forward to sharing information about our innovative call recording and quality management solutions and, in turn, receiving valuable perspective and insights from the esteemed ATA members.”

“It’s companies like VPI whose growth and recent successes serve as evidence that our industry continues to thrive even in challenging economic times,” said ATA CEO Tim Searcy. “ATA members can certainly benefit from VPI’s industry experience, thought leadership and participation in ATA events.” Visit VPI's portal for complete details

FrontRange to Debut GoldMineTM Customer Service

2009-08-17T10:40:00.000-07:00

FrontRange Solutions, a leader in business software solutions, today announced that it will debut its new GoldMineTM Customer Service Edition, designed to help organizations improve customer satisfaction by supporting multiple touch points and providing key performance metrics, at the upcoming SpeechTEK 2009 in New York, August 24-26.

Building on the success and reputation of the GoldMine product range, the new edition targets mid-market organizations (25 – 500 users) looking to simplify their complex relationship management processes, which track every interaction between the organization and its customer base. Key to the new release is an upgraded case management system, allowing businesses to organize their relationship management with multi-dimensional contacts, while also automating routine and repetitive tasks to increase efficiency. IT support staff can prioritize queries and identify trends more quickly, while greater visibility and additional voice functionality enables companies to offer continual coverage without the need to take on additional staff.

The new skills-based routing system included in GoldMine Customer Service Edition ensures that calls are automatically transferred to the most appropriate technician, by identifying trends concerning the caller and matching the customer to the expert instantly. By decreasing the waiting time for callers, the new tool aids customer retention, as customer issues are worked through to resolution in the minimum time, while widespread problems are exposed and dealt with proactively. visit FrontRange's GoldMine portal for complete solution details

UTOPY Revolutionizes Contact Center Performance Optimization with the Release of SpeechMiner® 6.0 and OutPerformTM 6.0

2009-07-30T16:35:00.000-07:00

UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced the availability of UTOPY SpeechMiner® 6.0 and UTOPY OutPerformTM 6.0—the latest versions of its award-winning flagship Speech Analytics product and ground-breaking Contact Center Performance Optimization solution, respectively. UTOPY, founded in 1999, pioneered the Speech Analytics market and continues to innovate with the industry’s first speech analytics-driven coaching and performance management. This new release is a major milestone for the contact center industry. It was designed from the ground up — leveraging actionable insights from the call content and the interaction itself to drive contact center performance management, quality monitoring, coaching and workforce management processes centered around the contact center key performance indicators (KPIs). These analytics-driven workflows trigger alerts and recommendations for process and people improvement; and the subsequent actions taken are further tracked and the results measured for closed-loop continuous refinement.

“UTOPY is leading a new charge in Performance Management through its turnkey, closed-loop, KPI-driven solution of ‘insight-recommendation-impact’ that has already seen significant KPI improvements in live deployments,” said Keith Dawson, Principal Analyst at Frost & Sullivan. “Unlike traditional quality monitoring and performance management applications, UTOPY leverages the voice of the customer (via speech analytics) to drive processes and resources within the contact center to achieve the ultimate goals of quality and cost.” Review the complete solution details via the UTOPY company web site

Envision Telephony Honored with a 2009 IP Contact Center Technology Pioneer Award from Customer Interaction Solutions Magazine

2009-07-20T13:19:00.000-07:00

Envision Telephony, Inc., a leading global provider of workforce optimization (WFO) solutions for the contact center and enterprise announced today that Technology Marketing Corporation (TMC) has named Envision Centricity™ as a recipient of a 2009 IP Contact Center Technology Pioneer Award from its magazine, Customer Interaction Solutions. Customer Interaction Solutions has been the leading publication in the CRM, call center and teleservices industries since 1982. The 2009 IP Contact Center Technology Pioneer Award recognizes companies that have created a groundbreaking, successful IP contact center product or service.

Envision Centricity is a web-based platform that unifies Envision’s core workforce optimization (WFO) solutions for the contact center, including Click2Coach®, the industry’s landmark quality management and coaching tool for optimizing agent and center performance. Envision Centricity provides management with powerful analytics and a consolidated dashboard to gather and aggregate information for proactive, predictive and preventive contact center and enterprise decision-making. With Envision Centricity, customers can easily align contact center key performance indicators with those of the organization with flexible, personalized and analytics-driven dashboards that “right-size” the amount and types of customer interaction data being captured and displayed. Review the technical details on the Envision web site

Ifbyphone Unveils Virtual Call Center Service

2009-06-29T16:42:00.000-07:00

Ifbyphone today introduced Call Distributor, a service that enables small and mid-size businesses (SMBs) to create virtual call centers, complete with advanced automated call handling that enables customers to instantly route inbound calls to any phone, anywhere. With the new Call Distributor service, SMBs pay only for the minutes consumed, avoid long-term agreements and will not incur any capital expense as the Ifbyphone service eliminates the need to purchase expensive new business telephone equipment and software. Ifbyphone’s Call Distributor also provides call center operators an array of additional call routing options, including the ability to expand their workforce to tap into the growing home-based agent segment by sending inbound calls to any phone.

“The days of SMBs missing customer calls and losing business because they don’t have access to an expensive PBX or a call center, like Fortune 500 companies have, are over,” said Ifbyphone CEO Irv Shapiro. “With Call Distributor, any business can now have a flexible call center service option that provides advanced call handling capabilities with central management to workers anywhere, using any existing phone.” See the Ifbyphone company web site for complete servic e details

eGain Adds Intelligent Voice Self-Service Solution to Its Multichannel Customer Interaction Hub Suite

2009-06-24T15:44:00.000-07:00

eGain Communications Corporation (OTC BB: EGAN.OB), the leading provider of multichannel customer service and knowledge management software, on-site and on-demand announced the availability of eGain® IVR™. A first-of-its-kind voice self-service solution, eGain IVR enables superior phone self-service experiences by adding human-like intelligence to IVR and unifying it with other interaction channels, including web self-service. The solution is an integral part of eGain's suite for multichannel customer service, eGain Service™, and reduces the total cost of ownership (TCO) of multichannel self-service and customer service operational costs, while enabling end-customers to accomplish more through IVR.eGain IVR comes in two flavors:

eGain IVR (Standard) helps handle informational and transactional customer service queries, using the capabilities of the eGain CIH platform, such as the common multichannel knowledge base, interaction records, customer database, and integration with backend systems.

eGain IVR (Advanced), in addition to the standard solution, includes the Guided Help module, which uses the patented CBR technology of eGain Inference® Reasoning Engine. By enabling interactive dialogs that simulate customer conversations with the best human agents, the module allows businesses to offer self-service for complex interactions that would usually need the intervention of experts. Examples of these interactions include troubleshooting, offering expert advice, and cross-selling and upselling within the context of service. See eGain.com for complete product details

Aspect patrocina el VIII Congreso Regional de Call Centers & CRM en Argentina

2009-06-19T13:29:00.000-07:00

Aspect, proveedor de soluciones de comunicaciones unificadas (CU), anunció que patrocinó el VIII Congreso Regional de Call Centers & CRM 2009 que ocurrió el 9 y 10 de junio en el hotel y resort Panamericano Buenos Aires. Aspect muestra los beneficios de sus aplicaciones de CU para centros de contacto en el evento y discute el valor de las CU en ambientes de cobranzas y de servicio al cliente. El objetivo del evento es mostrar las mejores prácticas de migración de un call center a un centro de contacto multicanal, midiendo la satisfacción del cliente, mejorando la capacidad de servicio de los centros de contacto resaltando las operaciones generales de los centros de contacto. “El Congreso Regional de Call Centers & CRM ofrece una gran oportunidad a las compañías de estrechar relaciones y discutir la evolución natural de un call center a un centro de contacto y las capacidades multicanal que se necesitan para brindar una mejor experiencia al cliente,” dijo Paul Bullett, vice presidente de Caribe y Latinoamérica de Aspect. “Los asistentes saldrán con estrategias y mejores prácticas sobre cómo impulsar nuevas capacidades de centros de contacto, como aquellas ofrecidas a través de las aplicaciones de CU de Aspect, para simplificar su servicio al cliente y procesos de cobranza y brindar una interacción cliente-compañía más productiva y destacada.”Aspect mostrará tres aplicaciones de CU— Blended Interaction™, Optimized Collections™, y Streamlined Collections™. Estas aplicaciones de CU potenciadas por software ayudan a las organizaciones a dirigir objetivos operativos, tales como mejorar los procesos de negocio de servicio al cliente, cobranzas, ventas y telemarketing a través del uso de capacidades específicas.

Alcatel-Lucent and Genesys’ IP-based contact center solutions the clear choice for shortlist category in Datamonitor’s IP Contact Center Decision Matr

2009-06-19T13:21:00.000-07:00

A recent report by independent market analysis firm Datamonitor “Decision Matrix – Selecting an IP Contact Center Vendor,” provides a comparative analysis of the top IP contact center vendors in the enterprise market. Alcatel-Lucent (Euronext Paris and NYSE: ALU) and its subsidiary Genesys Telecommunications Laboratories, Inc. is one of only two vendors whose IP solutions Datamonitor recommends enterprise’s place on their shortlist for IP contact center selection.

“Their very strong showing in the Decision Matrix analysis demonstrates that Alcatel-Lucent and Genesys are working on creating a unified culture of innovation. The companies’ targeted product approach allows them to provide appropriate solutions to a wide range of enterprises, from the very small to the very large,” said Ian Jacobs, senior analyst at Datamonitor and the author of the report. “This broad reach, combined with high technical ratings for solution features and capabilities, reliability and scalability, and vendor strategy made Alcatel- Lucent/Genesys a clear choice for the Shortlist category.”

In order to deliver improved customer service, companies with legacy call center systems are increasingly investing in new IP-based contact center systems. These newer systems, which can be either on-premise or delivered via the software-as-a-service model, offer advanced features and functionality not found in older, TDM-based systems. Many organizations are finding these newer IP-based systems not only help cut costs, but substantially improve customer service. See the Alcatel press release for complete details

Contactual Partners With Pipkins To Provide Workforce Management To Contact Center Customers

2009-06-19T13:16:00.000-07:00

Contactual, the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software. Contactual pioneered the use of hosted contact center solutions that dramatically reduce the costs of call center operations by eliminating the need for infrastructure or agents to be physically located on-site. Using hosted contact center software has traditionally been popular with small to midsized companies, and now is being adopted by Fortune 500 companies. See the Contactual press release for complete details

Mailprotector Removes Email Quota Limitations With Unlimited Hosted Exchange Mailbox Capacity

2009-06-18T17:05:00.000-07:00

Mailprotector, a technology leader in fully managed email security services, today unveiled quota-free Hosted Exchange services. The new service goes beyond alternative Hosted Exchange offerings by eliminating downtime resulting from restrictive mailbox limits that are exceeded quickly, preventing email access. Mailprotector Exchange hosting also slashes the cost of mobile email synchronization and gives users the option of integrating its robust email hosting solution with the company's heralded email security suite, providing highly available email services.
"Email quota management has been a struggle for both users and organizations managing email systems. Quotas reduce productivity by requiring users to manage their mailboxes instead of focusing on more strategic business activities," said Michael Osterman, founding analyst for Osterman Research. "With 60 percent of organizations having to impose a size quota on email this is a widespread issue and vendors like Mailprotector that cost-effectively overcome this challenge will address a painful business concern." See the Mailprojector press release for complete details