Comverse Infosys And Radiance Communications Provide Innovative Customer Experience Management Solution To Singapore Press Holdings.Business Editors WOODBURY, N.Y.--(BUSINESS WIRE)--April 26, 2001 Intelligent Recording Solution Deployed To Provide Business Intelligence Comverse Infosys, Inc., a subsidiary of Comverse Technology Comverse Technology, Inc. (Pink Sheets: CMVT) is an American Technology company located in Woodbury, New York, which develops and markets telecommunications software. Founded in 1982, the company focuses on providing services to third party telecommunication service providers. , Inc. (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on : CMVT CMVT Converse Technology ) and a leading provider of business intelligence through digital recording and analysis of voice, data and video for contact centers, law enforcement and commercial enterprises, and Radiance Communications, a leading business communications solutions provider in Singapore, announced today they are providing an integrated contact center solution to Singapore Press Holdings  The of this article or section may be compromised by "weasel words".You can help Wikipedia by removing weasel words. (SPH sph abbr. spherical lens ). Comverse Infosys will provide full-time recording, quality monitoring and an interactive coaching tool while Radiance will provide integration services and other equipment for SPH's Classified Call Center in Singapore. Installation and maintenance of the recording and monitoring system will be performed by Comverse Infosys' subsidiary in Singapore, which serves South East Asia East Asia A region of Asia coextensive with the Far East. East Asian adj. & n. . SPH is a premier information provider in Singapore and Asia and is one of the region's largest publishers. Its core business in newspaper publishing earned over $804 million in advertising revenues for fiscal 2000. SPH selected ULTRA(TM), Comverse's Intelligent Recording(TM) platform, for customer experience management and ULTRASelect(TM) for quality monitoring, enhanced with the Supervisor Dashboard(TM), an interactive, e-Coaching(TM) tool. SPH will use ULTRA to assure the accuracy of classified advertising and e-Coaching to assist agents who are working with customers on the phones in real-time. The system will be integrated into SPH's Classified Call Center by Radiance Communications Singapore, which provided SPH with their complete call center solution built around an Avaya Definity The Definity is a make of various models of PBX hardware manufactured since the mid 1970's by Lucent and later Avaya. It has since been greatly upgraded and Avaya now calls it the Definity Server and Communication Manager 3.0 is the software which makes it work. 8 switch. Radiance is the leading supplier of business communications and value-added solutions in Singapore. Radiance selected Comverse as their preferred vendor to provide complete customer experience and customer relationship management solutions to their customer base in South East Asia. Ms. Elsie Chua, Vice President, Classified Advertisements, Marketing Division of Singapore Press Holdings Limited commented, "Comverse was selected based on their technological edge, enabling us to schedule monitoring sessions and playback both audio and screen data. With this, we are able to evaluate and review call handling more effectively and increase our level of efficiency and customer service, as well as improve the customer's experience." ULTRASelect is a unique multi-application quality management platform for contact centers. ULTRASelect provides a 360-degree view and analysis of agent-customer interactions, workflow, CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. and customer experience in today's contact centers. Incorporated in ULTRASelect is the Supervisor Dashboard, a real-time e-Coaching tool that allows contact center managers to assist agents with calls in progress. e-Coaching tools include interactive chat, whiteboard-based support materials, real-time conferencing of voice and screens, and interactive video. SPH is the first contact center to use the Supervisor Dashboard in South East Asia. "Our relationship with Radiance Communications enables Comverse Infosys to deliver quality recording solutions and CRM tools to leading companies such as SPH," stated Dan Bodner, President and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of Comverse Infosys. "By helping SPH to better understand their customers' experiences, the Comverse solution will provide valuable business intelligence across the entire enterprise." Mr. Chan Chee Kheong, CEO of Radiance Communications commented, "We are proud to have Comverse Infosys as a key strategic partner and are confident that the synergy between both companies will create a major impact for contact centers in Singapore. Radiance and Comverse Infosys' South East Asia group in Singapore will continue to work closely together to provide the state-of-the-art solutions and excellent services our customers have come to expect from us." About Radiance Radiance Communications Pte. Ltd., was inaugurated on June 18, 1999 by the synergistic partnership between the business communications equipment arm of Keppel Telecommunications and Transportation (Keppel T&T) and Singapore Telecommunications Singapore Telecommunications Limited (SGX: T48, ASX: sgt) (commonly abbreviated as SingTel) and formerly known as Telecom Equipment, is Singapore's largest telecommunications company. Limited (SingTel). Radiance's forte is in the business of communications solutions sales, consultancy, installation, maintenance and outsourcing services supporting up to 10,000 users with products to meet call center, computer telephony integration Computer Telephony Integration - Computer Telephone Integration , voice mail, unified messaging Having access to e-mail, voice mail and faxes via a common computer application or by telephone. For example, unified messaging may send faxes and digitized voice mail to a mail server that turns them into e-mail attachments. , integrated voice response, internet telephony and wireless PABX (Private Automatic Branch eXchange) Same as PBX. PABX - Private Automatic Branch eXchange solutions needs across all industries. For more information on Radiance Communications, visit Radiance at http://www.radiancecomms.com or call the Radiance Marketing Hotline: 65-395-2222. About Comverse Infosys, Inc. Comverse Infosys, Inc., based in Woodbury, New York Woodbury is the name of some places in the U.S. state of New York:
About Comverse Technology, Inc. Comverse Technology, Inc., headquartered in Woodbury, New York, designs, develops, manufactures and markets computer and telecommunications systems and software for communications and information processing applications. In addition to its Infosys Division, Comverse's operations include: Comverse Network Systems Division, which is the world's leading supplier of systems and software enabling network-based enhanced services; and Ulticom, which is a leading provider of network signaling software for wireless, wireline, and Internet communication services. Comverse Technology is an S&P 500 and NASDAQ-100 Index company. Visit Comverse Technology's web site at http://www.cmvt.com. e-Coaching, Intelligent Recording, Supervisor Dashboard, ULTRA and ULTRASelect are trademarks of Comverse Infosys, Inc. All other trademarks and registration marks are the property of their respective companies. |
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