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First Contact

Solutions for the contact center beat out hot technologies such as mobility, unified messaging and multimedia collaboration as vendors’ top new applications in 2006, according to analyst firm TelecomTactics. Vendors have addressed a number of contact center functions with an eye toward achieving first-contact resolution. Handling customer requests completely during the initial contact is every […]

Interactive Intelligence Releases Updated SIP Gateway

Interactive Intelligence Inc. has released its second-generation SIP Interaction Gateway. The updated gateway, which enables connections between traditional trunk lines (T1s and E1s) and VoIP networks, includes new support for protocols like EuroISDN, new fax support and a more scalable eight-span model, the company said. In addition to North American digital trunk support, the Interaction […]

For the Record

For the Record Archer Daniels Midland (ADM), the 105-year-old supermarket to the world, needed a change. For years, its Minneapolis contact center recorded all calls on tape. The multibillion-dollar company fields global inquiries and is required to document them.

For the Record

ARCHER DANIELS MIDLAND (ADM), the 105-year-old supermarket to the world, needed a change. For years, its Minneapolis contact center recorded all calls on tape. The multibillion-dollar company fields global inquiries and is required to document them. ADM buys crops soybean, corn, wheat and cocoa from farmers worldwide. It then turns those yields into ingredients, including […]

Product Showcase: IP Call Recording

TC&C, LiteScape Combine Capabilities VoIP software developer TC&C U.S.A. Inc. has incorporated its IP audio and video recording product into LiteScape Technologies Inc.s unified communications applications. LiteScape says its channel partners are rolling out the companys applications in places beyond contact centers, such as in the financial and professional services industries, as RSS feeds for […]

BandTel, Paraxip Team to Provide Contact Center VoIP Migration Solutions

BandTel, a worldwide provider of SIP trunking services, and Paraxip Technologies, announced that BandTel’s SIP Trunking solution is fully interoperable with Paraxip’s Open Media Gateway Software. Both companies sell only through the channel. Paraxip offers transparent and customizable connectivity features between heterogeneous networks, which enable both legacy and IP contact center applications to leverage the […]

Interactive Intelligence Intros SaaS for Call Centers, Enterprises

Intelligence Inc. has released its software as a service (SaaS) for contact centers and enterprises. The products are sold through the companys channel of more than 250 VARs. The contact center version includes applications such as IVR, ACD, outbound and predictive dialing, quality monitoring and multimedia recording, disaster recovery and workforce management. The SaaS for […]

SimpleSignal Unveils Overflow Calling Feature

SimpleSignal Inc. has unveiled its On Demand overflow calling feature for inbound and outbound business communications, which adds space instantly when capacity is reached. SimpleSignal On Demand works with any SIP-compatible IP PBX system or SIP device or with an add-on IAD device for older systems. Additional equipment maybe required depending on the system. The […]

Aspect Software Products Interoperable With BandTel SIP Trunking

Aspect Software Inc. has successfully demonstrated interoperability of its contact center products with BandTel LLCs SIP trunking platforms, the companies said Tuesday. Aspect Software can use BandTels SIP trunking platform to route calls directly to its contact center products, the company said. BandTel works with all of the Aspect Software SIP-enabled products. Aspect Software tested […]

CRM II: This Time It’s Personal

IN A WORLD WHERE CONVERGING SERVICES and networks threaten to overwhelm the OSS systems and the marketing engines of resellers everywhere, one technology has been there to quash the enemies of customer satisfaction: customer relationship management. The latest sequel in the CRM saga finds the technology taking a deep analytical dive into customer behavior, in […]

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