initial

 

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.

Inter-Tel Shareholders Approve Mitel Merger

Inter-Tel Inc. stockholders on Thursday approved the $723 million merger with Mitel Networks Corp. The company said early results indicate that 60 percent of its outstanding shares voted in favor of the transaction. We are pleased that Inter-Tel stockholders agreed with us that the Mitel merger represents the greatest value currently available to Inter-Tel stockholders […]

ShoreTel Inc. Offers Managed Services Program

ShoreTel Inc. has unveiled its Managed Services Program, which lets organizations cover the costs of their telecommunications services through monthly payments. The ShoreTel Managed Services Program requires no down payment and customers can finance a combination of items including equipment, installation, maintenance, software, network assessment, training and support, the company said. These costs are fixed […]

Enforceability of Telecom Contract’s Automatic Renewal Questioned

By Kathleen Brown, Executive Director, TelecomAssociation TelecomAssociation received an inquiry this week from an agent member trying to win a $1,000-per-month business customer from a competing local service provider. The agent’s prospective business customer signed a one-year agreement 27 months ago. The customer was getting ready to switch to the agent’s recommended new provider until […]

McLeodUSA Ramps Up Channel Activity

After spending much of last year planning and strategizing, McLeodUSA Inc. is bringing its agent program out of hibernation, ramping up interest with a clever ad campaign and giving away prizes timed with the Channel Partners Conference & Expo, all in an effort to attract new master and smaller agents, and take care of the […]

Digium Poised For Major Growth Thanks to Funding Round

Asterisk creator Digium Inc. has closed its first round of venture capital funding with $13.8 million from Matrix Partners. Digium will use the money to launch new enterprise communications products. Because of the growth of the open-source market, Digium decided such funding would provide even more credibility to its IP PBX, which now counts 1 […]

Thermo Credit Funds CentricVoice Facility

Thermo Credit LLC, an investment company that funds the likes of Xspedius Communications LLC, on Tuesday announced it has entered into an agreement with CentricVoice Inc. to provide up to $1,000,000 in receivables financing as well as an initial $500,000 in contract financing for a new facility that will replace a credit facility CentricVoice had […]

Hostopia Plans to Go Public

Wholesale Web-hosting provider Hostopia.com Inc. has filed documents with the Securities and Exchange Commission (SEC) for an initial public offering valued at $40 million. Canada-based Hostopia noted in its preliminary filings on June 30 that RBC Capital Markets will underwrite the IPO. The company also has registered a preliminary prospectus with securities regulatory authorities in […]

Stevens Bill Gets a Makeover

Sen. Ted Stevens, chair of the Senate Commerce Committee, has made some key revisions to his telecom reform bill. The proposed legislation The Communications, Consumers Choice, and Broadband Deployment Act of 2006 has ballooned from its initial 135 to 151 pages, but still contains controversial net neutrality provisions or, rather, a lack thereof. Documents obtained […]

SkyStream Wins MPEG-4 Customer Aztech International

SkyStream (Booth 204) announces it has won 20 MPEG-4 AVC customers worldwide for its Mediaplex and iPlex video headend systems. One of these MPEG-4 customers, Aztech International, will be the largest operational U.S. MPEG-4 customer, in terms of targeted subscriber count and channels offered, according to a SkyStream spokesperson. Aztech has partnered with Hoover Homes […]

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