First Contact

First Contact 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 contact center managers goal.

Toshiba, Symbol Devices Interoperable

Toshiba America Information Systems Inc., Telecommunication Systems Division (TAIS TSD) has verified the interoperability of its Strata CIX IP Communication system and SoftIPT softphone for PDAs with Symbol Technologies MC50 Enterprise Digital Assistant (EDA). Both companies distribute through channel partners. Toshiba SoftIPT softphone for handhelds wirelessly extends the features of Toshiba desktop telephones to mobile […]

Interlink Provides Wholesale VoIP

VoIP provider Interlink Global Corp. said this week its subsidiary Interlink Global Communications has started offering wholesale services to customers in the Middle East and Asia. The contracts include deals with Sitara Telecom, which serves India and Syria; Veleo Solutions, which serves India and Bahrain; and XO Communications, which serves the United States. We are […]

PAETEC Announces DirectLink IP Contact Center Solution

Show sponsor PAETEC Communications Inc. (Booths 213-215), a competitive carrier based in Fairport, N.Y., announces DirectLink, its IP contact center. DirectLink delivers hosted interactive voice response (IVR), contact routing and reporting capabilities over an IP infrastructure. DirectLink targets contact centers with up to 500 seats. Using the product, customers with multiple contact centers that are […]

Telution, Microsoft Integrate Technologies

Telution Inc. said today at Billing & OSS World it has successfully integrated its COMX Order Management software with the Microsoft Customer Care Framework (CCF). The company says the combined solution will provide cable and telecommunications clients a more advanced approach to order handling and customer interaction management associated with complex services bundles, including IP-based […]

Business News – MSF Reports Strong Progress on VoATM and VoIP

Posted: 10/1999 MSF Reports Strong Progress on VoATM and VoIP The Multiservice Switching Forum (MSF) says it has surpassed its goals for organizational growth and progress toward defining an architecture that will allow one network–based on Internet protocol (IP) and asynchronous transfer mode (ATM)–to support multiple services. In an announcement this summer, MSF reported that […]

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