Customer Inter@ction Solutions' 2003 Product of the Year awards.
Each year, Customer Inter@ction Solutions[R] magazine bestows its Product of the Year awards on companies that have demonstrated excellence in technological advancement and application refinements. These are products and services that have gone the extra mile to help improve both the customer experience and the ROI (Return On Investment) The monetary benefits derived from having spent money on developing or revising a system. In the IT world, there are more ways to compute ROI than Carter has liver pills (and for those of you who never heard of that expression, it means a lot). for the companies that use them. It is these companies' contributions that lead the way in making the call center technology industry the dynamic field that it is today.
In these times of reduced budgets, every dollar spent on technology is precious, so it is vital that capital investment in technology and services be invested as wisely as possible in order to speed return on investment and improve the business processes and bottom line of the companies that purchase these technologies.
To this end, the editors of Customer Inter@ction Solutions[R] have compiled a list of the best of the best for our readers. These products span a range of product categories, but all represent the pinnacle in their chosen arenas. As always, we encourage you to do research to help you select those technologies and companies that best suit your company's business needs and, ultimately, your most important company asset of all--your customers.
ACCPAC ACCPAC Accounts Package
ACCPAC Accounting Package International, Inc.
ACCPAC CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. is a Web and wireless-based solution designed to provide complete access to not only customer sales, marketing and support information, but access to the back-office accounting and operations solution as well. Through its Integration Server, ACCPAC CRM can access and centralize cen·tral·ize
v. cen·tral·ized, cen·tral·iz·ing, cen·tral·iz·es
1. To draw into or toward a center; consolidate.
2. other information sources from across the enterprise, and the sophisticated workflow engine Workflow engine is a software application meant to manage and execute modeled business processes.
It is a key component in workflow technology. It will typically make use of a database server. means users can even automate processes across their entire organization--a necessity in today's customerfocused marketplace.
AltiGen Communications, Inc.
AltiContact Manager (ACM (Association for Computing Machinery, New York, www.acm.org) A membership organization founded in 1947 dedicated to advancing the arts and sciences of information processing. In addition to awards and publications, ACM also maintains special interest groups (SIGs) in the computer field. ) is AltiGen's advanced contact center solution. ACM was designed to support inbound in·bound 1
Bound inward; incoming: inbound commuter traffic.
Adj. 1. inbound , outbound or blended contact centers and is targeted at contact centers of 12 to 500 agents. The product is a turnkey IP hardware/software system for inbound, outbound or blended contact centers. Each ACM chassis will support up to 128 active agents with up to 500 active agents in a multiple chassis or distributed implementation.
AltiContact Manager allows businesses to save money by providing comprehensive, easy-to-use tools and technology that enhance the customer experience, increase sales and service levels and improve agent productivity.
Amdocs ClarifyCRM 12
Amdocs ClarifyCRM, unlike traditional CRM systems, is designed specifically for the needs of large companies with high volume contact centers, highly complex and wide-ranging offerings, and millions of customers. Features include seamless customer interaction among call centers, Web sites, sales and service teams; Web-driven interfaces that support online self-service for lower costs and increased customer satisfaction; data mining technology that allows for quick identification of high-value customers prone to churn churn: see butter. ; and proactive marketing campaigns to improve customer retention
Applied Innovation Management
v. in·no·vat·ed, in·no·vat·ing, in·no·vates
To begin or introduce (something new) for or as if for the first time.
To begin or introduce something new. .com
HelpDesk Expert for Customer Service 7.0
HelpDesk Expert for Customer Service (HDECS) is a 100 percent Web-based help desk software system designed to allow users to provide their customers with a 24-hour customer support solution. HDECS is easily installed on any standard Web server, is compatible with all OBDC-compliant databases and can be accessed by any Internet or intranet enabled platform--regardless of operating system--from anywhere in the world.
ASC ASC Ambulatory surgery center, see there telecom AG
Marathon Evolution is a universal communications recording solution designed to satisfy the demanding requirements for all applications from busy financial trading floors and high-volume contact centers to mission-critical air traffic control and public safety applications. With its scaleable channel array, it captures and records all interactions from four up to thousands of channels simultaneously. The system can be configured to record, live monitor and archive communications at one location.
Aspect Communications Corp.
Aspect Iphinity Call Center
Aspect Iphinity Call Center was created to enable call centers with between 50 and 150 customer service agents to save money and improve the efficiency of their call centers with a turnkey, all-in-one bundled call routing solution that includes software, hardware, phone sets, administration, real-time and historical tools, implementation, training services and one year of technical support.
Audentify enables contact centers to reduce call handling times, increase the quality of customer interactions, monitor individual agent performance, analyze call handling trends and enable all calls and interactions to be recorded and made instantly available.
OnQ makes multiple call centers (or predictive dialers An automatic telephone dialing system that dials from a list of numbers and turns the call over to an agent when a human responds. It increases productivity in a call center, because the agents can spend their time talking rather than waiting for calls to go through as well as hanging up ) work like one, allowing centralized cen·tral·ize
v. cen·tral·ized, cen·tral·iz·ing, cen·tral·iz·es
1. To draw into or toward a center; consolidate.
2. strategy control. It seamlessly moves accounts between multiple call centers and dialers to level workloads, and to enable centralized strategy execution. Users can prioritize pri·or·i·tize
v. pri·or·i·tized, pri·or·i·tiz·ing, pri·or·i·tiz·es Usage Problem
To arrange or deal with in order of importance.
v.intr. multiple lists onto one dialer, share lists between multiple dialers and manage quotas in calling campaigns--all automatically and in real-time.
Avaya Customer Interaction Suite The Avaya Customer Interaction Suite encompasses solutions for contact management, self-service, proactive contact and operational effectiveness backed by new versions of Avaya contact center applications. It is a suite of contact center solutions featuring new and advanced capabilities that deliver personalized per·son·al·ize
tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es
1. To take (a general remark or characterization) in a personal manner.
2. To attribute human or personal qualities to; personify. customer service across any communications channel Also called a "circuit" or "line," it is a pathway over which data are transferred between remote devices. It may refer to the entire physical medium, such as a telephone line, optical fiber, coaxial cable or twisted wire pair, or, it may refer to one of several carrier frequencies , help contact centers manage compliance with state and national "do-not-call" registries, and improve the scalability of self-service.
SalesLogix 6.1 is a sales-centric customer relationship management solution designed to drive sales performance in small to mid-sized businesses through sales, marketing and customer support automation. The product is part of the Best Software family of business management products.
SalesLogix is a sales-driven customer relationship management (CRM) solution with a history of being easy to use that stems from its ACT! heritage.
Blue Pumpkin pumpkin, common name for the genus Cucurbita of the family Cucurbitaceae (gourd family), a group that includes the pumpkins and squashes—the names may be used interchangeably and without botanical distinction. C.
Blue Pumpkin Advisor class
Blue Pumpkin recently unveiled its enhanced Advisor class of solutions that includes the new Advisor Express, which simplifies what can be a complex implementation, removing a major barrier for contact centers to begin the critical process of performance management. Advisor Express was created to provide a clear, easy to understand snapshot of center operations and agent productivity by providing information in context to give meaning to the data being presented.
The Call Center School
Masters Series in Call Center Management
The Masters Series in Call Center Management is a 35-topic Web seminar curriculum made up of five tracks (Leadership, Operations, Supervisory, Technical and Workforce Management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. ) of 90-minute seminars delivered via the Web.
Call Compliance, Inc.
TeleBlock Do-Not-Call Blocking System
The TeleBlock Do-Not-Call Blocking System automatically screens and blocks outbound calls in real-time against federal, state, third-party and in-house do-not-call lists within the network infrastructure of a participating telephone company via SS7 and IP technologies. Its network-based deployment eliminates the need for additional hardware or software at the subscriber's location allowing for full compatibility with all varieties of calling equipment.
DirectQuest is designed to manage both outbound and inbound telephone interactions using a variety of capabilities, as well as intelligently routing of inbound calls and blending incoming and outgoing calls for maximum customer contact efficiency.
DirectQuest provides a full complement of host-based routing and blended call capabilities. Host-based routing identifies incoming calls (via ANI or other call data), matches the call with a database account screen and delivers the call and screen to the most qualified agent.
EnsemblePro is a complete contact center solution that enables you to reap the benefits of a unified platform--while helping protect and maximize users' current technology investments. It has been architected from the ground up to incorporate the functionality required by multimedia contact centers, including ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. , predictive dialing, IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. , e-mail, Web chat and collaboration, universal queuing, recording and reporting, while also offering the ability to connect with, and add value to, existing contact center point solutions.
The centerpiece of ContactPoint is a competency COMPETENCY, evidence. The legal fitness or ability of a witness to be heard on the trial of a cause. This term is also applied to written or other evidence which may be legally given on such trial, as, depositions, letters, account-books, and the like.
2. model that enables you to create job profiles that outline the skills, knowledge and abilities that agents need to be successful. These job profiles can be linked to Key Performance Indicators Key Performance Indicators (KPI) are financial and non-financial metrics used to quantify objectives to reflect strategic performance of an organization. KPIs are used in Business Intelligence to assess the present state of the business and to prescribe a course of action. (KPIs), or goals that the agent is expected to achieve, including measures of both agent efficiency and effectiveness.
Digisoft Computers, Inc.
Telescript 5.5 is a modular and scalable call center management solution designed to integrate with telephone, database, Web and other call center-related systems. Telescript uses a 100 percent customizable agent interface with a wide variety of easy-to-use transaction management tools and direct real-time database integration.
DI InSight is an easy-to-use and efficient management tool, providing the ability to evaluate, measure and track employees' performance daily, weekly or on an annual basis. DI InSight identifies and displays performance trends and simplifies employee assessment reviews, thereby enhancing coaching sessions. Users can compile call data information and rate employees using Dynamic Instruments' wizard forms and built-in scoring tools.
eAssist Global Solutions
eAssist NetAgent Contact Center
eAssist NetAgent Contact Center is a suite of products designed to provide CSRs with a single interface for managing customer interactions. Users can help reduce customer service costs and provide prompt, reliable service and support using a combination of e-mail, online chat and telephone. The suite includes NetAgent Email, NetAgent Chat, NetAgent CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. and NetAgent International.
tr.v. ed·i·fied, ed·i·fy·ing, ed·i·fies
To instruct especially so as to encourage intellectual, moral, or spiritual improvement. Corp.
By combining leading-edge automation technologies like speech recognition, speaker verification, text-to-speech, fax and touch-tone capabilities with a powerful application development environment and natural language capabilities, Edify Voice automates transactions formerly requiring live agent assistance. It integrates seamlessly into the Edify Multi-Channel Platform to allow information access from across the organization and beyond, enabling companies to increase call accuracy and accommodate higher call volumes globally while delivering more personalized and intelligent customer interactions.
eGain Service 6
eGain Service 6 is a comprehensive, integrated, best-in-class software suite for multichannel Using two or more paths for transmission or processing. It can refer to a variety of architectures including (1) multiple I/O channels between the CPU and peripheral devices, (2) multiple wires in a cable, (3) multiple "logical" channels within a single wire or fiber or (4) multiple contact center interaction management through e-mail and live Web collaboration, Web self-service, knowledge management, service process design, case/task management, service fulfillment and contact center performance management.
TeleFlow CallCapture is a recently released, comprehensive call recording and monitoring solution, with the means to monitor, record, review and archive voice, radio and fax transmissions with support for popular PBX (Private Branch eXchange) An inhouse telephone switching system that interconnects telephone extensions to each other as well as to the outside telephone network (PSTN). and KSU (Key Service Unit) The cabinet that contains the electronics for a key telephone system. See key telephone system. systems. It provides the means to record, store and archive calls, helping to improve customer experiences, ensure quality management and provide transaction verification and dispute resolution--all included as customizable components.
Envision Telephony Inc.
Envision Workforce Management
Envision Workforce Management was designed to seamlessly integrate forecasting, scheduling and analysis capabilities with quality monitoring and e-learning. It was created to be the ideal solution for managing all of a company's contact centers to maximum efficiency 24 hours a day. Envision Workforce Management determines the most efficient schedule based on a host of criteria, including traffic volumes, service level goals, cost estimates and a host of agent information, including holidays, breaks, lunches, scheduled coaching sessions, shifts, skill types, seniority and time off.
Epicor Software Corp.
Clientele eMarketing is an application for delivering effective e-mail marketing Email marketing is a form of direct marketing which uses electronic mail as a means of communicating commercial or fundraising messages to an audience. In its broadest sense, every email sent to a potential or current customer could be considered email marketing. campaigns. It was also designed to be an excellent tool for distributing important communications to employees, partners, prospects and customers. Clientele eMarketing manages the entire campaign cycle--from identifying and importing contacts to creating targeted e-mails with a corresponding Web landing page.
Qfiniti is a comprehensive Performance IMPACT System designed to enable enterprise contact centers to deploy proven, scalable quality monitoring and agent evaluation programs. With Qfiniti, users have the tools to capture telephony and desktop events, evaluate and measure those activities, coach agents and analyze the company's entire quality program. Qfiniti was created to provide users with a powerful foundation upon which they can build a successful enterprise Performance IMPACT Program in order to ensure superior quality performance in a growing spectrum of communications channels.
GoToAssist is a Web-based virtual on-site support solution that enables technical support, call center and help desk support representatives to interact with customers and employees in real time via secure, remote-support technology.
Firstwave Version 10
Firstwave v. 10 features an Integrated Development Environment See IDE.
integrated development environment - interactive development environment (IDE (1) (Integrated Development Environment) A set of programs run from a single user interface. For example, programming languages often include a text editor, compiler and debugger, which are all activated and function from a common menu. ), which is designed to decrease total cost of ownership and improve customer responsiveness. This decrease is achieved by enabling business analysts or similar resources to quickly develop and deploy customized CRM applications that fit changing business models and needs. Firstwave v. 10 focuses on the critical need to leverage legacy systems for quicker integration and implementation by connecting to multiple data sources using a built-in business objects layer.
Genesys Telecommunications Labs, Inc.
Genesys Voice Callback An authentication technique that calls the sender back. After connection is made, the receiving side breaks the connection and calls the sender to ensure that the logon was made from the authorized computer. Callback prevents a stolen ID and password from being used on a different machine.
Genesys Voice Callback is a software-only solution that leverages a company's existing call center infrastructure, including the PBX, call progress detection hardware, IVR, as well as existing databases and operating systems Operating systems can be categorized by technology, ownership, licensing, working state, usage, and by many other characteristics. In practice, many of these groupings may overlap. . Genesys Voice Callback is fully integrated with the Genesys Framework, which provides a single point of configuration and management, a single state model for blending inbound calls with callbacks, and unified reporting.
GN Netcom, Inc.
Designed for business professionals, the GN 9120 is a wireless headset See headset. that can be used up to 150 meters from its charging station, with twelve hours of talk time.
IEX IEX Ion Exchange (chromatography)
IEX Inter-Exchange Carrier , a Tekelec company
IEX TotalView Workforce Management
The TotalView Workforce Management system was designed to ensure that the right agents are in the right place at the right time to deliver outstanding service levels to customers--consistently, and at a lower cost. From forecasting and planning through scheduling and intraday Intraday
Another way of saying "within the day."
This term is often used for the new highs and lows of a security. For example, "a new intraday high" means a security reached a new all-time high throughout the trading day, but then fell by closing. management, to reporting and analysis, the TotalView system can deliver the tools companies need to make their contact centers perform at their peaks. Two significant features were added to TotalView in 2003. WebStation Plus and the SmartSync Suite.
Interactive Intelligence Inc.
Customer Interaction Center (CIC CIC
circulating immune complexes.
CIC Circulating immune complexes. See Immune complexes. ) CIC enhances service as well as organizational efficiency by bringing voice and data together on a single server running Microsoft Windows See Windows.
(operating system) Microsoft Windows - Microsoft's proprietary window system and user interface software released in 1985 to run on top of MS-DOS. Widely criticised for being too slow (hence "Windoze", "Microsloth Windows") on the machines available then. 2000. Call processing In telecommunication, the term call processing has the following meanings:
InVision Studio for VoiceXML 2.0 The product represents the next generation of application development tools for the creation, modification and testing of advanced call flow scripts for voice portals An interactive voice response (IVR) front end to a data retrieval system. This does not differ in core technology from traditional IVR; rather, the difference is in the application presented. Where old-style IVR was mostly a routing application (press 1 for sales, 2 for service, etc. with speech recognition and text-to-speech applications that focus on ease of use, improved functionality and open-standards compliance.
VoIP Service Management System
iPine Networks has released an innovative real-time solution designed to alleviate difficulties encountered with data and telephony-based applications. Service providers and enterprise network managers are provided with real-time visibility into all the VoIP flows. With these data, managers can relate to the real user experiences right from the initial VOIP installation service and on an ongoing day-to-day basis. Companies are able to monitor the entire network's behavior throughout a call connection at any time.
KANA IQ 8
KANA IQ 8 is KANA's application for enterprise knowledge management and service optimization. It helps power customer service by providing faster and more accurate request resolution, resulting in reduced service costs and improved customer satisfaction. KANA IQ 8 is the cornerstone of KANA's Agent-Assisted and Self-Service solutions that are optimized for specific vertical markets including high technology, telecommunications, financial services The examples and perspective in this article or section may not represent a worldwide view of the subject.
Please [ improve this article] or discuss the issue on the talk page. , government and healthcare.
Kanisa 5 is a complete set of knowledge-empowered customer service applications that automate the problem resolution process. The suite includes Support Center, Support Site, Expert Forums and Site Search.
Scorecard provides comprehensive agent performance data at any level and provides an individualized in·di·vid·u·al·ize
tr.v. in·di·vid·u·al·ized, in·di·vid·u·al·iz·ing, in·di·vid·u·al·iz·es
1. To give individuality to.
2. To consider or treat individually; particularize.
3. view that can be manipulated to meet the various individual needs of key stakeholders Stakeholders
All parties that have an interest, financial or otherwise, in a firm-stockholders, creditors, bondholders, employees, customers, management, the community, and the government. in the customer service center.
KnowledgeBase Solutions, Inc.
KnowledgeBase.net Hosted 3.3 KnowledgeBase.net Hosted Edition 3.3 offers a plethora of new features that, among other benefits, provides unparalleled levels of customization and improves on the product's overall ease of use and functionality.
Left Bank Solutions
Monet Workforce Management System
Monet is a PC software package that provides a complete end-to-end workforce optimization solution, assisting managers of contact centers to increase service levels and decrease costs through improved employee utilization.
Bridge View is a Web-based reporting and monitoring tool that allows clients access to real-time contact center performance. It is a unique tool that helps enable companies to view their business operations Business operations are those activities involved in the running of a business for the purpose of producing value for the stakeholders. Compare business processes. The outcome of business operations is the harvesting of value from assets at LiveBridge in real time--all from a PC with an Internet connection.
LumenVox, LLC (Logical Link Control) See "LANs" under data link protocol.
LLC - Logical Link Control
LV Speech Tuner An electronic part of a radio or TV that locks on to a selected carrier frequency (station, channel) and filters out the audio and video signals for amplification and display.
LumenVox designed the LV Speech Tuner to be the first integrated maintenance tool provided by the speech recognition industry that allows both transcription and testing capabilities to the end user.
DialVision is a 100 percent Web-based CIM (1) (Computer-Integrated Manufacturing) Integrating office/accounting functions with automated factory systems. Point of sale, billing, machine tool scheduling and supply ordering are part of CIM. application and software dialer that can be used by a call center or department to manage such interactions as inbound, outbound and blended telephone contact. Because it is written in HTML HTML
in full HyperText Markup Language
Markup language derived from SGML that is used to prepare hypertext documents. Relatively easy for nonprogrammers to master, HTML is the language used for documents on the World Wide Web. , it is a thin-client application requiring only the use of a Web browser The program that serves as your front end to the Web on the Internet. In order to view a site, you type its address (URL) into the browser's Location field; for example, www.computerlanguage.com, and the home page of that site is downloaded to you. at the agent's workstation.
SmartCall is a patent-pending customer care application that enables communications and technology providers to deliver automated troubleshooting and resolution via the phone and optimize manual support call interactions.
ATOMS DNC DNC Democratic National Committee
DNC Democratic National Convention
DNC Do Not Call
DNC Delaware North Companies
DNC Domain Name Commissioner
DNC Direct Numerical Control
DNC Do Not Change
DNC Does Not Compute
DNC Digital Nautical Chart Manager
The ATOMS DNC Manager is a state-of-the-art system that helps companies stay in compliance with do not call regulations by administering their DNC lists.
Nuance Communications Nuance Communications is a computer software technology company. Their current worldwide headquarters is in Burlington, Massachusetts in the United States. Nuance provides speech and imaging solutions and is mainly known for its speech recognition and speech synthesis software that
1. A subtle or slight degree of difference, as in meaning, feeling, or tone; a gradation.
2. Expression or appreciation of subtle shades of meaning, feeling, or tone: .com
Nuance Call Steering 1.0
Powered by Say Anything and AccuRoute, Nuance's natural language understanding technologies, Nuance Call Steering enables companies to consolidate their various customer service phone numbers to one 800-number that simply greets callers with "Welcome."
Unlike previous first-generation IP-based systems, the NuContact Center is designed from the ground up to satisfy the specific requirements of the call center--mission-critical performance, advanced multimedia routing capabilities and contact routing to any agent.
Client Management Software 7.0 CMS (1) See content management system and color management system.
(2) (Conversational Monitor System) Software that provides interactive communications for IBM's VM operating system. houses all the critical business information an organization needs to develop effective sales, marketing and customer service strategies.
PeopleSoft Predictive Analytics Predictive analytics encompasses a variety of techniques from statistics and data mining that process current and historical data in order to make “predictions” about future events. for CRM
Predictive Analytics For CRM uses sophisticated analytics that transform complex data into useful information, enabling business users to make real-time decisions that increase customer profitability Customer profitability (CP) is the difference between the revenues earned from and the costs associated with the customer relationship in a specified period.
According to Philip Kotler,"a profitable customer is a person,household or a company that overtime,yields a revenue and retention. To speed implementation times, the solution includes two pre-packaged analytic templates, PeopleSoft Customer Churn and PeopleSoft Campaign Response. The templates reduce customer attrition Customer attrition, also known as customer churn, customer turnover, or customer defection, is a business term used to describe loss of clients or customers. and increase customer responses to targeted marketing offers.
Plantronics DA60 combines a digital USB-to-headset adapter A device that allows one system to connect to and work with another. An adapter is often a simple circuit that converts one set of signals to another; however, the term often refers to devices which are more accurately called "controllers. with PerSono Pro 2.0 software for contact centers' voice over IP softphone applications.
Positive Software Systems
ContactQ is an innovative customer interaction data warehouse (CIDW) solution that enables businesses to develop, execute and manage in real time enterprisewide contact strategies from a single, secure server.
Primus Knowledge Solutions
Primus VoiceFAQs is a self-service application A software application that allows a user to obtain information or complete a business transaction on the computer that has traditionally required the help of a human representative. Voice response systems and Web sites are widely used for self-service applications. See kiosk. that uses speech recognition technology to provide better customer service.
VoiceFAQs enables customers to solve problems faster, by using simple voice commands to search or browse a knowledge base right over the telephone. It leverages advanced speech recognition technologies provided by VoiceGenie's VoiceXML Gateway.
Virtual ACD is an automated call distribution system that incorporates skills-based routing and allows an organization to create and manage a virtual call center or help desk using live personnel located on-site or remotely. Each agent's availability and skills are monitored and managed by the system to optimize efficiency.
Pulse Software and Consulting, Inc.
pulsevoice is an automated interactive voice response (IVR) system that enables callers to interact directly with information stored in a database through touch-tone or speech. This translates into expert-designed solutions that are easily navigated by end-users and seamlessly integrated into existing networks.
RightNow Technologies RightNow Technologies NASDAQ: RNOW is a U.S. software company that develops customer relationship management (CRM) software for small and mid-market businesses. It is incorporated in Delaware and headquartered in Bozeman, Montana.
RightNow Outbound allows customer service organizations to proactively address service and support issues and marketers to incorporate service data to deliver permission-based, revenue-generating marketing campaigns.
Rockwell FirstPoint Contact
FirstPoint Business Edition v4.0
FirstPoint Business Edition v4.0 uses Intel's NetMerge Converged Communications platform to enable small- to mid-sized organizations to implement a VoIP strategy at a pace that makes the most sense for its customer contact strategy, without a forklift implementation.
The sforce platform was designed to make it easy for companies to customize, integrate and extend salesforce.com to match their own unique business requirements. Open, secure and reliable, sforce allows business users to customize their CRM, and allows developers to more easily integrate and extend salesforce.com by leveraging the tools and languages that they already use every day. This blend of power and simplicity makes salesforce.com a choice for any company serious about a custom-tailored CRM solution.
Salesnet Secure Offline provides all users need from their online data in an offline tool: comprehensive functionality, high performance and ease-of-use. It is flexible, allowing users to subscribe to Verb 1. subscribe to - receive or obtain regularly; "We take the Times every day"
buy, purchase - obtain by purchase; acquire by means of a financial transaction; "The family purchased a new car"; "The conglomerate acquired a new company"; only the information they need. It is self-maintaining so it needs no IT support, and it has security features that help ensure that only those who are supposed to have access to data can reach them.
SAS Institute SAS Institute Inc., headquartered in Cary, North Carolina, USA, has been a major producer of software since it was founded in 1976 by Anthony Barr, James Goodnight, John Sall and Jane Helwig. , Inc.
www.sas (1) (SAS Institute Inc., Cary, NC, www.sas.com) A software company that specializes in data warehousing and decision support software based on the SAS System. Founded in 1976, SAS is one of the world's largest privately held software companies. See SAS System. .com
SAS Marketing Optimization
SAS Marketing Optimization, available as a stand-alone application or as an addition to SAS Marketing Automation, helps users reach higher level of effectiveness and profitability in campaign management by evaluating multiple campaigns simultaneously to determine which products should be marketed to individual customers for maximum return.
SER Ser serine.
smooth endoplasmic reticulum.
SERTAINTY Automated Quality
Using speech recognition technology, SERTAINTY listens to and flags only those calls that actually need to be reviewed by a supervisor. SERTAINTY integrates with existing call recording systems, reviews calls for script adherence and flags when agents use banned words or phrases. Its underlying audio processing and search technology does not rely upon a predetermined pre·de·ter·mine
v. pre·de·ter·mined, pre·de·ter·min·ing, pre·de·ter·mines
1. To determine, decide, or establish in advance: word recognition dictionary.
Siemens Information and Communication Networks
HiPath ProCenter Suite
The combination of HiPath ProCenter Suites' real-time contact center capabilities with Microsoft Business Solutions CRM allows small and medium-sized firms to integrate the two solutions.
Real-Time Service Management Platform 6.0
Platform 6.0 allows problems to be automatically put into context, their cause to be diagnosed and, once determined, resolved--or even avoided altogether--in real-time. The SupportSoft RTSM RTSM Read the Stupid Manual
RTSM Regional Training Site Maintenance (US Army)
RTSM Real Time System Manager platform serves as the technology foundation for all of SupportSoft's products, helping enterprises operating in real-time avoid or resolve technology-related problems by automating technical support, customer service and IT infrastructure management.
SYMON SYMON System Monitor Communications, Inc.
Symon NetLite II
Symon created NetLite II wireless real-time display technology to solve the persistent need for increased productivity and improved team awareness of critical business metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. regardless of time and location. NetLite II's wireless capability eliminates the need for CAT-5 cabling so that companies can now deploy them anywhere there is a need to convey mission-critical information.
Talisma Chat, an application in Talisma's 5.0 Suite, allows customers to communicate with visitors on their Web site using real-time text dialog.
TeleDirect International, Inc.
Liberation 6000 Real Time Statistics The RTS (Request To Send) An RS-232 signal sent from the transmitting station to the receiving station requesting permission to transmit. Contrast with CTS.
1. (operating system) RTS - run-time system.
2. application enables customers to more effectively manage their resources by understanding up-to-the second changes in their call center operations.
The product encompasses and unifies all communications channels and delivers those communications with ACD discipline--including weighted skills-based routing, a unified queue and consistent customer priority business rules across media channels.
By automatically recording and categorizing inbound calls, Consumer Expressions allows clients to hear exactly what customers are saying about their products and company via a secured Web portal See portal. .
TheBrain Technologies Corp.
BrainEKP for Customer Care With BrainEKP, customer care agents can surpass performance thresholds by utilizing a next-generation visual interface that models complex relationships across disparate information sources.
Tigerpaw Business Suite
Tigerpaw Business Suite Enterprise 9 is a Customer Relationship Management (CRM) Software System designed to build long-term meaningful relationships with customers.
n. pl. triv·i·a
The lower division of the seven liberal arts in medieval schools, consisting of grammar, logic, and rhetoric. Systems, Inc.
CallAnalyst Enterprise Server (ES) TriVium offers a one-stop solution with a complete suite of products that meets the needs of small and large enterprises. CallAnalyst provides call centers with a powerful set of control and analysis tools that can help in improving call productivity and managing operations.
Conversational Voice Response (CVR CVR
See contingent value right (CVR). ) System 3.0
CVR combines the power and scalability of a Web-based architecture, featuring an application server suite, tools suite and pre-built voice application capabilities designed to reduce the effort to build, manage, test and tune speech applications.
Ulysses Learning Ulysses Learning helps global organizations improve customer service, sales and coaching results at all points of customer contact. Client results are achieved by using simulation-based e-Learning intelligently blended with facilitation, coaching and performance improvement
The 2003 Edition is designed to help organizations take their contact centers to the next level of performance in three core competencies A core competency is something that a firm can do well and that meets the following three conditions specified by Hamel and Prahalad (1990):
Unica's Affinium Suite enables marketers to gather and analyze knowledge from multiple data sources; identify customer wants and needs; plan, execute and manage tailored programs for interactions through multiple touch points; and measure and optimize marketing effectiveness Marketing Effectiveness is the function of improving how marketers go to market with the goal of optimizing their marketing spend to achieve even better results for both the short-term and long-term. Also related to Marketing ROI and Return on Marketing Investment (ROMI). .
FootPrints was designed to provide users with flexible, comprehensive capabilities without the burden of required consulting or dedicated staff to run it.
Companies can be running in live production in just days with centrally managed tracking for all incoming customer requests from multiple channels (phone, e-mail, Web and wireless), self-service online, knowledge management, business rule automation, two-way e-mail management and powerful reporting to keep a constant pulse on productivity, trends and SLA (1) (StereoLithography Apparatus) See 3D printing.
(2) (Service Level Agreement) A contract between the provider and the user that specifies the level of service expected during its term. compliance.
Unveil Technologies, Inc.
Unveil Conversation Manager
Unveil's Conversation Manager is an enterprise speech self-service application for contact centers that lets customers ask what they want and always get the right answer. It works with live agents and learns from real customer interactions to continually reduce costs while guaranteeing high customer satisfaction. Unlike conventional speech IVR systems, Unveil's solutions handle all transactions, improve dynamically, are open, and are simple to design and maintain.
Verint Systems Verint Systems (Pink Sheets: VRNT) is a leading provider of analytic software and hardware based solutions for the security and business intelligence markets. See also
ULTRA IntelliFind is a customer analytics tool that automatically listens to, analyzes and categorizes recorded customer interactions to extract timely and relevant business insights for the enterprise.
VisionLog is a digital recording system that captures, stores, archives and plays back telephony and computer activities, supporting the customer contact center's quality development.
VoiceGenie VoiceXML Platform 6.0 Platform 6.0 introduces support for the next-generation VoiceXML specification, full call recording, MRCP MRCP Member of Royal College of Physicians.
Member of the Royal College of Physicians client, support for over 14 ASR/TTS engines and enhanced functionality via VoiceGenie Management Console A terminal or workstation used to monitor and control a network. See Microsoft Management Console. (VMC See VESA Media Channel. )
eQuality Producer is a customized contact center e-learning solution that leverages real-life scenarios agents encounter on a daily basis to create company-specific content. The new offering further extends Witness Systems' full suite of customer interaction recording, performance analysis and e-learning capabilities to optimize workforce performance and capture customer intelligence in the contact center.
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