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Interactive
Commerce News
PeopleSoft
Launches PeopleSoft 8 CRM
PeopleSoft has launched PeopleSoft 8 Customer
Relationship Management, a CRM solution that runs
entirely on the Internet. PeopleSoft 8 CRM's pure
Internet technology enables universal access,
enhanced by PeopleSoft's portal technology, from any
Web device. It also features embedded analytics; the
business analytics include Support Insight,
Profitability Insight, Marketing Insight, Sales
Activity Insight, and Customer Scorecard. PeopleSoft
8 CRM also features an open platform for seamless
integration of enterprise data and business
processes.
www.peoplesoft.com;
925-694-5684
CosmoCom
Announces CosmoCorder
CosmoCom has announced the CosmoCorder, a multimedia
recording tool for call centers. CosmoCorder is an
optional extension of CosmoCall Universe, a unified,
all-IP, next-generation call center platform for
service providers and large-scale corporate users.
Through a browser-based interface, reviewers can
select recordings to review based on agent name,
call type, or data range. The browser-based
interface allows remote users to not only view
text-based interactions, but also to review audio
that is streamed to the reviewer's workstation.
www.cosmocom.com;
631-940-4200
Empirix Unveils
Multimedia Test Ensemble
Empirix has announced the Multimedia Test Ensemble,
a solution that enables organizations to conduct
integrated end-to-end testing of all customer-facing
voice and Web applications and infrastructure.
Multimedia Test Ensemble is based on the
voice-testing capabilities of the Empirix Hammer IT
and the Web-testing technology of the Empirix e-TEST
suite, and includes the Multimedia Synchronization
Server (MSS) and the Multimedia Test Manager (MTM).
Hammer IT and the e-TEST suite are used to generate
virtual callers, Web users, and contact center
agents while measuring the Quality of Experience (QoE)
for each type of user. The MSS is a newly developed
component that synchronizes the Hammer and e-TEST
scripts to permit fully integrated, end-to-end
testing of all customer interactions in a
multichannel environment. The MTM provides a
single-console user interface for all components of
the Multimedia Test Ensemble solution, and allows
users to develop integrated Web/voice scenerios that
emulate real-world conditions.
www.empirix.com;
781-993-8500
Interactive
Intelligence Releases Interaction Center Platform
2.0
Interactive Intelligence has released its
Interaction Center Platform 2.0, an interaction
management engine and associated components.
Products based on the Interaction Center Platform
include the Enterprise Interaction Center (EIC) and
the Customer Interaction Center (CIC). EIC provides
PBX, auto-attendant, IVR, speech recognition, and
unified messaging integrated with e-mail products
that include Microsoft Exchange, Lotus Notes, and
Novell Groupwise. CIC is a comprehensive interaction
management solution for inbound, outbound, and
blended contact centers, providing IVR, automatic
call distribution, call recording, text chat,
real-time supervision, and screen pop integration
with products from Pivotal, Siebel, PeopleSoft, SAP,
and many others. Version 2.0 adds features that
include Windows 2000 support, multimedia queuing,
supervisory alerts, one-number follow-me
capabilities, a new browser-based software phone,
and a new Palm VII-based software phone.
www.inin.com;
317-872-3000
AltiGen Debuts
AltiCenter
AltiGen has unveiled AltiCenter, a stand-alone IP
call center for the small and mid-sized business
market. The call center is designed to work with
legacy PBXs as well as AltiGen's AltiServ IP-PBX.
Features include IP and/or analog calling, voice
mail with voice response, one-number find-me and
direct callback, ACD, local and remote IP agents
supported as agents in local workgroups (agents can
be members of multiple workgroups), remote agent
connection without VoIP gateways, VoIP or T1/PRI
networking between multiple locations, integrated
e-mail server (including voice-annotated e-mail),
CTI screen pops using Goldmine, ACT!, or Outlook
software, detailed reporting for statistics and
staff, legacy PBX support, support for IP or analog
hard or softphones from multiple vendors, supervisor
call monitoring, AltiAgent desktop client interface,
e-commerce integration with direct VoIP contact
support, Web callback, Web chat, Web push, APIs to
integrate third party applications, data-directed
call routing, and digit-capturing auto-attendant.
www.altigen.com;
888-ALTIGEN
Net Talk Releases
VOICE CHAT
Net Talk has announced the release of VOICE CHAT,
designed to fill the void created by the closure of
Lipstream and Firetalk. The application features
multi-point conferencing and also offers users the
ability to open up voice-enabled private chat rooms
for individuals or large groups. In addition, Net
Talk features file transfer and private messenger
options. An added advantage of Net Talk is the
optional registered version for those clients
interested in tracking client data.
www.nettalk.com;
877-238-0307 x23
Infonet Announces
New Web-Based Capabilities
Infonet has announced new Web-based capabilities for
its network-based call center services, ICCS.
Infonet is now able to offer its international
clients greater flexibility to manage securely,
online, in real time and from anywhere, the
call-routing configuration of their call centers.
Web-based control, the fifth customized control
option in the ICCS offer, is an Internet-based
solution suitable for clients with a call center
environment characterized by more than one call
center, multiple access numbers per country, and the
need to share applications between
geographically-dispersed call centers, requiring an
enterprise-wide routing scheme. ICCS is powered by a
Cisco Intelligent Call Routing (ICR) platform, which
enables an enterprise to effectively route incoming
traffic from across Europe.
www.infonet.com;
310-335-2600
Allot Teams With
Aspect
Aspect Communications and Allot Communications have
announced an alliance that will allow Allot's QoS
solutions to be integrated into the Aspect
multi-channel contact center environment. The Aspect
Contact Server connects all contacts, regardless of
the communications channel, to the correct company
resource on first contact, and also pulls together
all relevant information from throughout the
enterprise for enabling quick resolutions via live
or self service. Adding Allot's NetEnforcer QoS
infrastructure to the system will enable network
managers to direct the allocation of network
resources, such as bandwidth, based on policies, for
increased efficiency and cost savings. Businesses
can also monitor the network use and identify the
resources that require prioritization according to
business rules defined by the customer.
www.allot.com;
650-401-2244
www.aspect.com;
877-621-3692
CellIT Unveils
Thin Client Interface
CellIT Technologies has unveiled its thin client
interface to complement its existing customer
interaction software, ContactPro. Using ContactPro's
thin client application, contact center
professionals are able to create campaigns, launch
new services, manage operations, monitor and coach
agents, create reports, and administer all aspects
of the center from any local or remote location.
Businesses are not required to load software onto
each individual agent's desktop; the software is
platform-independent and is accessed via the LAN,
WAN, or Internet using any standard browser.
ContactPro's thin client platform has the capacity
to seamlessly integrate with CRM and other context
applications in either the server environment or at
the desktop.
www.cellit.com;
305-436-2300
NetVendor
Unveils NSC
NetVendor has announced its NetVendor Sales
Collaboration (NSC) solution. NSC streamlines the
sale of custom-engineered products via Web-based
collaboration with customers. Built on the NetVendor
Collaborative Environment technology platform, NSC
is an entirely Web-based system that offers a
collaboration-ready, secure environment in which
suppliers can react to any customer's request in
real time. NSC features online collaboration
capabilities such as sharing product specifications
and drawings in an environment that is accessible to
groups that are separated by geography, time zones,
and disparate corporate technology. The solution
also delivers document distribution and control
capabilities that give manufacturers the ability to
offer their customers convenient and economical
access to complex documentation, including large
files and proprietary drawings.
www.netvendor.com;
800-953-5606
Telephony@Work
Enhances CallCenter@nywhere
Telephony@Work has announced a major enhancement to
its CallCenter@nywhere 4.0 e-contact center solution
for enterprise call centers, telcos, and ASPs. New
multi-host data polling enables ASPs and enhanced
services providers to poll their clients' databases
through firewalls in order to prioritize their
subscribers' customers in queue, based on each
customer's unique attributes and each
subscriber-company's unique priority routing rules. "Firewall-friendly
multi-host data polling is an important innovation
because it overcomes the privacy concerns which form
the primary customer objection to hosted contact
services," said Eli Borodow, CEO of Telephony@Work.
www.telephonyatwork.com;
888-854-4224
NetByTel
Announces Connected Order Status
NetByTel has announced the NetByTel Connected Order
Status, a voice commerce application that automates
routine information requests using speech
recognition. NetByTel's Order Status Voice Commerce
module gives callers instant access to the status of
any order placed by live operator, Web, or catalog,
by talking to the Web over the phone. The module
uses speech recognition to process the requests and
interact with client Web-based IT systems, and also
offers the option of speaking with a live operator.
The module utilizes speech technology from
SpeechWorks International and telephony hardware
from Dialogic, an Intel Company. NetByTel offers
this and other Voice Commerce modules within a
service provider model.
www.netbytel.com;
877-NETBYTEL
eshare Releases
NetAgent ANSWER
eshare communications has announced that eshare
NetAgent ANSWER, the e-mail auto-response component
of the company's NetAgent suite grouping of CIM
applications, has been released in a stand-alone
module. NetAgent ANSWER's neural, network-based AI
uses context vector technology to automatically
group data into similarly-themed clusters for
improved accuracy and relevance. The accuracy of a
company's responses can be further safeguarded by
enabling contact center agents to see and approve
the e-mail reply that NetAgent ANSWER has prepared.
www.eshare.com;
770-239-4524
MetLife Chooses
Apropos
Apropos Technology has announced that MetLife
Investors Group is using Apropos' Multi-Channel
Interaction Management suite to support its two
customer service centers. With the Apropos solution,
customers' voice interactions are identified based
on caller ID, location they are coming from, or any
other customer-specific information entered by the
caller. The customer is then routed to the most
appropriate agent for assistance. E-mail
interactions are prioritized and routed based on
keyword searching, and Web-based interactions are
managed either through a chat with agents in real
time or via a request that a customer service agent
call them at a particular time.
www.apropos.com;
630-472-9600 x7771
Interactive
Software Changes Name To RightForce
Interactive Software Systems has changed its
name to RightForce. The company's forecasting and
scheduling software, e-FORCE, will also transition
to the new corporate brand with its release as
RightForce 3.1. RightForce has shared customer
implementations and has formed strategic alliances
with leading e-mail and CRM software providers such
as Kana, eshare, CellIT, and Interactive
Intelligence. This integration allows RightForce to
utilize these systems' servers to forecast and
schedule employees to respond to incoming e-mail,
fax, and live Web agent demand, in addition to
traditional contact center activities. RightForce
uses this information to model demand across the
entire customer contact chain.
www.rightforce.com;
954-717-0180
Home Depot
Selects Avaya
Avaya has been selected as the strategic supplier of
multi-channel CRM solutions for Home Depot's new
customer contact centers. Avaya's Interaction
Management solutions will allow Home Depot to handle
customer support through channels such as Web chat,
e-mail, VoIP, and telephone. Using an open platform
that integrates with existing systems and
communications equipment from multiple vendors,
Interaction Management solutions will enable Home
Depot agents in regional support centers to access
information from databases at local stores. Avaya
Professional Services will be providing design and
integration support to deliver solution integrity.
www.avaya.com;
908-953-6179
IP blue And PAR3
Debut Alerting Solution
PAR3 Communications and IP blue have debuted the new
VT-Alert! application. IP blue's suite of
convergence technology products includes VTALL,
VT-Go!, and the recently launched VT-Alert!. IP blue's
VTALL solution allows traders to engage in multiple
conversations over a packet network with full
telephony control. VT-Alert!, which incorporates
PAR3's Intelligent Response Platform, is an
enhancement to VTALL and allows individual traders
to send highly personalized, automated alerts to
customers via telephone, e-mail, pager, Internet,
fax, or wireless device. Cisco's AVVID family of
telephony products serves as the cornerstone to IP
blue's VoIP solutions.
www.ipblue.com;
212-485-1200
www.par3.com;
206-902-3999
Tundo Launches
IP Contact Center Initiative
Tundo has launched a company strategy to
aggressively target the IP contact center market.
Tundo's IP contact center initiative builds upon its
carrier-grade media control platform, the Tundo DOT
server. Tundo's solutions include the Tundo
Boundless Call Center and the Tundo HomePort. The
Boundless Call Center allows enterprise and
outsourced contact centers to migrate to a
full-featured IP contact center architecture. The
HomePort solution allows customers to extend the
voice and media from a contact center to remote
agents working from their homes.
www.tundo.com;
508-836-4333
Proscape
Announces MSE Solution
Proscape Technologies has announced the Marketing
and Sales Effectiveness (MSE) solution, a next-gen
CRM application that offers a 30-day implementation
and a 90-day ROI. The MSE software suite creates a
common foundation for marketing and sales content by
integrating information (such as presentations,
sales tools, and historical and current customer and
market data) from disparate locations across the
enterprise to create a robust Web-enabled
information repository. Customized presentations can
be developed on the fly, including competitive data,
market analysis, and customer history.
www.proscape.com;
215-540-8100
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