Customer Inter@ction Solutions' 2002 Product of the Year Awards. (Call Center/CRM Management Scope).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. In this time of shrinking budgets, every dollar spent on technology is precious, so it is viral 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 top of the heap 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. Pleasanton, CA www.accpac.com ACCPAC eCRM ACCPAC eCRM is an integrated sales, marketing, customer support and call center automation solution. It is completely Internet- and WAP-enabled, helping provide users access anytime, anywhere via 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. . Acxiom Corporation Little Rock, AR www.acxiom.com Personicx Personicx is a household-level segmentation system that places each U.S. household into one of 70 life stage segments, based on its specific consumer and demographic characteristics, allowing a greater precision of targeted marketing and true accuracy of segmentation. Advanced Information Systems, Inc Las Vegas Las Vegas (läs vā`gəs), city (1990 pop. 258,295), seat of Clark co., S Nev.; inc. 1911. It is the largest city in Nevada and the center of one of the fastest-growing urban areas in the United States. , NV www.aisinfo.com iBizFlow iBizFlow is an open, XML-based business rule engine providing scalable, redundant business solutions. Using iBizFlow, businesses are better able to create a single set of business rules that are applied to processes regardless of processing media. Applied Innovation Management Las Vegas, NV www.lizsystems.com LIZ LIZ Elizabeth LIZ Lisette LIZ Leather Institute of Zimbabwe LIZ combines state-of-the-art computer-telephony integration hardware with powerful help desk software in one compact unit, bringing 24-hour voice automation capabilities to the call center. Apropos Technology Oakbrook Terrace, IL www.apropos.com Apropos Version 5 Apropos helps empower organizations by providing real-time knowledge about each customer interaction. Whether it's a phone call, email, Web or fax interaction, Apropos provides information about who initiates contact and why, plus the current status, resolution and pending tasks. Aspect Communications San Jose San Jose, city, United States San Jose (sănəzā`, săn hōzā`), city (1990 pop. 782,248), seat of Santa Clara co., W central Calif.; founded 1777, inc. 1850. , CA www.aspect.com Aspect eWorkforce Management Aspect eWorkforce Management (eWFM) v6.2 provides an enhanced mission-critical architecture and new functionality required for staffing today's cost-conscious contact centers. Austin Logistics Inc. Austin, TX www.austinlogistics.com CallSelect CallSelect software from Austin Logistics quantifies the impact of collection calls and other actions to help maximize dollars collected and agent productivity. Authoria, Inc. Waltham, MA www.authoria.com Authoria HR 3.5 Authoria HR 3.5 is the next generation of Authoria's flagship software that delivers intelligent, personalized Web-based answers to employee benefit and HR policy questions. Avaya Basking Ridge, NJ www.avaya.com Avaya Interaction Center Avaya Interaction Center 6.0 is the core product of Avaya's Multimedia Contact Center solution, allowing consistent service across multiple channels and multi-vendor environments. Avolent San Francisco San Francisco (săn frănsĭs`kō), city (1990 pop. 723,959), coextensive with San Francisco co., W Calif., on the tip of a peninsula between the Pacific Ocean and San Francisco Bay, which are connected by the strait known as the Golden , CA www.avolent.com BizCast 5.0 BizCast 5 offers technology to streamline the entire invoice-to-pay process. BizCast 5 is an EIPP EIPP Electronic Invoice Payment and Presentment EIPP Electronic Invoice Presentment and Payment enterprise software solution for companies wanting to add invoice-to-pay automation to existing Internet-based e-commerce applications. BEST Software's ACT! Scottsdale, AZ www.act.com ACT! 6.0 ACT! is a contact management database product. Blue Pumpkin Sunnyvale, CA www.bluepumpkin.com Blue Pumpkin Workforce Optimization Suite Blue Pumpkin's Workforce Optimization Suite is a closed-loop system Noun 1. closed-loop system - a control system with a feedback loop that is active closed loop control system - a system for controlling the operation of another system to accelerate employee and organizational performance Organizational performance comprises the actual output or results of an organization as measured against its intended outputs (or goals and objectives). Specialists in many fields are concerned with organizational performance including strategic planners, operations, . It was designed to perfect "the science behind the art of managing people." Brooktrout Technology Needham, MA www.brooktrout.com ReslBLOCS DR-A Brooktrout Technology's RealBLOCs DR-A is a call recording platform that emphasizes recording accuracy and clarity for building scaleable, open system, call logging and quality monitoring applications. Call Compliance, Inc. Glen Cove Glen Cove, city (1990 pop. 24,149), Nassau co., SE N.Y., on the north shore of Long Island, at the entrance to Hempstead Harbor; settled 1668, inc. as a city 1918. , NY www.callcompliance.com TeleBlock Do-Not-Call Blocking System Call Compliance's patented TeleBlock system is the first and only blocking product that automatically screens and blocks outbound calls against state, in-house and third-party do-not-call and do-not-fax lists. CenterForce Technologies, Inc. Bethesda, MD www.cforcetech.com CenterForce Analyzer CenterForce Analyzer measures agent, team and contact center performance against user-defined goals, providing immediate browser and e-mail based access to accurate, well-organized performance results. Clear Technologies Coppell, TX www.clearc2.com C2 CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. C2 CRM helps mid-market companies increase organizational efficiency, strengthen customer loyalty, boost sales, improve business processes and increase 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). , and is Web-based for maximum accessibility. Concerto Software Westford, MA www.concerto.com ContactPro 4.2 Concerto's ContactPro 4.2 leverages real-time knowledge about customer relationships in delivering a personalized, consistent experience across all communication channels -- voice, fax, e-mail and the Web. CosmoCom Melville, NY www.cosmocom.com CosmoCall Universe CosmoCall Universe (CCU CCU abbr. 1. coronary care unit 2. critical care unit CCU critical care unit. CCU Critical care unit, see there ), is a carrier-class system providing next-generation capabilities for mission-critical contact center applications. CCU supports 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 customer interactions via telephone and Internet. Data-Tel Info Solutions Mesa, AZ www.datatel-info.com xSELLerator 6.0 Data-Tel's xSELLerator 6.0 is a contact center suite for inbound, outbound and Web-bound call blending. Digisoft Computers, Inc. New York New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of , NY www.digisoft.com Telescript 5.4 Telescript 5.4 is a modular and scalable call center management solution designed to integrate with telephone, database and other call center-related systems. Discern Communications Menlo Park Menlo Park. 1 Residential city (1990 pop. 28,040), San Mateo co., W Calif.; inc. 1874. Electronic equipment and aerospace products are manufactured in the city. Menlo College and a Stanford Univ. research institute are there. 2 Uninc. , CA www.discern.com Discern Discern is a customer 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 interprets customers' Web-based or spoken queries and provides them direct answers from multiple information sources. Language-understanding capabilities automate question answering Question answering (QA) is a type of information retrieval. Given a collection of documents (such as the World Wide Web or a local collection) the system should be able to retrieve answers to questions posed in natural language. at the entry point of customer service. divine, Inc. Chicago, IL www.divine.com divine MindAlign 2002 divine MindAlign is a secure, real-time collaboration tool A collaboration tool is something that helps people collaborate. The term is often used to mean collaborative software, but collaboration tools were being used before computers existed, a piece of paper can for example can be used as collaboration tool. that combines chat and instant messaging Exchanging text messages in real time between two or more people logged into a particular instant messaging (IM) service. Instant messaging is more interactive than e-mail because messages are sent immediately, whereas e-mail messages can be queued up in a mail server for seconds or to provide a community-based communication medium. eAssist Global Solutions, Inc. San Diego San Diego (săn dēā`gō), city (1990 pop. 1,110,549), seat of San Diego co., S Calif., on San Diego Bay; inc. 1850. San Diego includes the unincorporated communities of La Jolla and Spring Valley. Coronado is across the bay. , CA www.eassist.com eAssist Solution Suite 2.1 The eAssist Solution Suite is a fully integrated suite of customer care software and services; it enables companies to gain a unified view of their customers across geographies, products and points of interaction. Edify ed·i·fy 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. Santa Clara Santa Clara, city, Cuba Santa Clara (sän`tä klä`rä), city (1994 est. pop. 217,000), capital of Villa Clara prov., central Cuba. , CA www.edify.com Edify 8 Edify 8.0 is a comprehensive multi-channel platform including CRM applications and infrastructure components that automate, assist and analyze customer interaction across all touchpoints and for all modes of communication including voice, wireless and Web. eGain Sunnyvale, CA www.egain.com eGain Live Web 5.0 suite eGain Live Web 5.0 is a suite for real-time assisted customer service over the Web. It provides applications for chat, co-browsing, remote diagnostics Vehicle Diagnostics Vehicle diagnostics enables a mechanic to diagnose the exact mechanical condition of the vehicle and its systems and components. Remote Diagnostics enables to perform such diagnosis without requiring the vehicle to physically be present for checkup. and repair, and online meetings. Empirix Waltham, MA www.empirix.com Hammer On-Call Hammer On-Call testing services help contact centers find and resolve scalability problems before they adversely affect operational performance and customer satisfaction. enGenic Corp. Vancouver, BC www.engenic.com TaleFlow 2003 TeleFlow 2003 is a voice application development suite designed to remove the complexity of building voice solutions -- such as call management, interactive voice response (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. ), voice mail, call centers, computer-telephony integration (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 voice portals -- by encapsulating complex functions into simple-to-understand icons. Envision Telephony, Inc. Seattle, WA www.envisiontelephony.com Click2Coach MultiSite Edition Click2Coach is a software solution designed to provide integrated qualify monitoring, training and motivation tools to help develop effective, well-trained agents. eOn Communications Kennesaw, GA www.eoncommunications.com eQueue Multi-Media Contact Center Solution eOn's eQueue Multi-Media Contact Center Solution offers a comprehensive and unified solution for customer interaction management (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. ). The universal or single queue approach enables contact centers to efficiently interact with their customers, regardless of the media they choose for communication. ePeople Mountain View, CA www.epeople.com ePeople Teamwork ePeople Teamwork 4.0 is a Web-based, collaborative customer support application that enables cross-functional teams to better service customers. There are four modules that make up the ePeople Teamwork application: Team Sourcing, Team Workspace, Team Analytics and Team Resolution Engine. Epicor Software Corp. Irvine, CA www.clientele.epicor.com Clientele Customer Support 8.0 Clientele Customer Support 8.0 is a complete call management solution for supporting external customers, and is built entirely on the Microsoft.NET platform. EPOS (Electronic Point Of Sale) See point of sale. Corp. Auburn, AL www.epos.com Call Center Director Call Center Director is designed for small to medium-sized call centers that wish to improve customer satisfaction and agent efficiency through the use of screen pops and case management integration. e-talk Corp. Irving, TX www.etalk.com Qfiniti The e-talk Qfiniti platform empowers customer contact centers with a comprehensive and integrated qualify management solution for the enterprise. Expertcity, Inc. Santa Barbara Santa Barbara (săn'tə bär`brə, –bərə), city (1990 pop. 85,571), seat of Santa Barbara co., S Calif., on the Pacific Ocean; inc. 1850. , CA www.desktopstreaming.com Desktop Streaming Phone Mode DesktopStreaming is a Web-based service that allows businesses to remotely assist their customers or employees and conduct online sales demos, It enables shared screen, mouse and keyboard control without installing software on the users computers. Firepond, Inc. Minneapolis, MN www.firepond.com Firepond eServicePerformer Suite 2002 Firepond's eServicePerformer 2002 system delivers online customer service in a way that deflects customers from costly assistance channels, It provides immediate, accurate and qualified responses, regardless of contact channel. Firstwave Technologies Atlanta, GA www.firstwave.net Firstwave eCRM Firstwave eCRM is a 100 percent Web-based CRM application designed to make marketing, sales and service organizations more efficient by streamlining processes and building solid relationships with customers and prospects. FurstPerson Chicago, IL www.furstperson.com FurstSelect Hiring System The Web-based FurstSelect Hiring System is an integrated, end-to-end staffing solution designed exclusively for the call center environment. Fused Solutions Potsdam, NY www.fusedsolutions.com FS-Virtual Agent FS-Virtual Agent is a Web-driven, self-service contact-center application designed to provide level one and level two technical support by front-ending a custom-built knowledge base used by Fused Solutions' live agents. Genesys Telecommunications Labs, Inc. Daly City Daly City, city (1990 pop. 92,311), San Mateo co., W Calif., a suburb of San Francisco; inc. 1911. Daly City is primarily residential, its population having grown significantly since the 1970s. , CA www.genesyslab.com Genesys Voice Portal Genesys Voice Portal is an advanced software-only product designed to bring Internet technologies to the world of voice, helping deliver voice self-service applications. It removes the constraints of legacy IVR systems and offers standards-based development, flexible deployment opt ions, simplified integration and improved time to market for speech-directed voice applications. GMT (Greenwich Mean Time) See UTC. GMT - Universal Time 1 Corp Norcross, GA www.gmt.com GMT Planet -- Jupiter Edition 8.02 GMT Planet -- Jupiter Edition is a 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. software for call centers, multimedia contact centers, financial institutions, processing centers, service industries and the entire enterprise. Includes real-time adherence, compliance reporting and a meeting planner. GN Netcom, Inc. Nashua, NH www.gnnetcom.com GN 9050 The GN 9050 is a headset designed to allow professionals the mobility and freedom to answer, conduct and end calls from 150 feet away from their telephones. The new system features 2.4 GHz Digital Spread Spectrum (DSS (1) (Digital Signature Standard) A National Security Administration standard for authenticating an electronic message. See RSA and digital signature. (2) (Digital Satellite S ) technology for secure communications. IEX IEX Ion Exchange (chromatography) IEX Inter-Exchange Carrier , a Tekelec company Richardson, TX www.iex.com Total View Workforce Management Version 3.3 Multimedia contact centers, both single and multisite, rely on TotalView Workforce Management to improve service levels while lowering operating costs operating costs npl → gastos mpl operacionales . Inova Corp. Charlottesville, VA www.inovacorp.com LightLink Direct LED Displays LightLink LED displays are network ready, full matrix displays optimized for maximum readability and viewing distance. They feature bright LED technology, large display characters and a wide viewing angle. In addition, they are equipped with an integrated Ethernet TCP/IP TCP/IP in full Transmission Control Protocol/Internet Protocol Standard Internet communications protocols that allow digital computers to communicate over long distances. connection. Island Data Carlsbad, CA www.islanddata.com nsight RT nsight RT captures customer feedback from various sources, analyzes the concepts and intent of the unstructured feedback, and converts the feedback into insights that can be acted upon in real-time. Kaidara Software Los Altos Los Altos (lôs ăl`tōs, lŏs), residential city (1990 pop. 26,303), Santa Clara co., W Calif.; inc. 1952. There is diversified light manufacturing. , CA www.kaidara.com Kaidara Advisor Kaidara Advisor is an advanced application for complex product support. It helps enable organizations to efficiently share expert knowledge across language and geographic boundaries and provide consistent responses to inquiries regardless of the user's preferred language. KANA Menlo Park, CA www.kana.com KANA Response 7.5 KANA Response software version 7.5 helps enable global enterprises to provide immediate and effective response to customer inquiries in most major languages. One of the modular solutions that make up the KANA CARE suite of products, KANA Response 7.5 is the latest in a series of product releases dedicated to providing features and functionality that meet the needs of global enterprises. KnowledgeBase Solutions, Inc. Los Angeles Los Angeles (lôs ăn`jələs, lŏs, ăn`jəlēz'), city (1990 pop. 3,485,398), seat of Los Angeles co., S Calif.; inc. 1850. , CA www.knowledgebase.net KnowledgeBase.net KnowledgeBase.net combines the most relevant features of document and knowledge management, customized portals and search technology to deliver a comprehensive support self-service knowledge base. Linktivity, a division of SpartaCom Technologies Tucson, AZ www.linktivity.com WebDemo WebDemo is a Web-based, real-time collaboration tool designed to provide a simple way for presenters to deliver online presentations from their desktops and to interact with an audience of remote participants, all of whom require nothing more than a PC and an Internet connection. LumenVox San Diego, CA www.lumenvox.com Speech Driven Information System Speech Driven Information System (SDIS SDIS Switched Digital Integrated Service (FTS2000) SDIS Speech Driven Information System SDIS Satellite Digital Imaging System (Civil Air Patrol) SDIS SIMNET Database Interchange Specification ) is an easy-to-use GUI (Graphical User Interface) A graphics-based user interface that incorporates movable windows, icons and a mouse. The ability to resize application windows and change style and size of fonts are the significant advantages of a GUI vs. a character-based interface. wrapped around LumenVox's Speech Recognition Engine (SRE SRE Secretaría de Relaciones Exteriores (México) SRE Sex and Relationship Education SRE Serum Response Element (biochemistry) SRE Software Reliability Engineering SRe Seychelles Rupee ). It was designed to allow companies to develop their own speech recognition application in three easy steps. Mitel Networks Ottawa, ON www.mitel.com Mitel Networks 6150 Multimedia Contact Center The 6150 is a modular offering that integrates with Microsoft Exchange Messaging and groupware software for Windows from Microsoft. Exchange Server is an Internet-compliant e-mail system that runs under Windows NT/2000 and Windows Server 2003. It can be accessed by Web browsers, the Exchange client, versions of Outlook and the earlier Windows Inbox. 2000 and Outlook 2000 to support automatic e-mail routing, historical reporting and real-time monitoring of all contact types. MoonFire Corp. Mead, CO www.dialvision.com DialVision DialVision is a 100 percent Web-based CIM/telemarketing software application designed to be accessed through the Internet Explorer Microsoft's Web browser, which comes with Windows starting with Windows 98. Commonly called "IE," versions for Mac and Unix are also available. Internet Explorer is the most widely used Web browser on the market. It has also been the browser engine in AOL's Internet access software. Web browser. Motive Communications Austin, TX www.motive.com Motive Enterprise Software Service Suite Motive's Enterprise suite enables vendors to build intelligent service directly into their software applications. Designed to deliver proactive, targeted assistance throughout the customer lifecycle, these solutions were designed to enable software vendors to increase revenue. Multima Corp. East Greenwich East Greenwich is the name of:
www.netkeeper.com Net Keeper HD Mail Pro v7.5 Net Keeper HD Mail is an automatic incoming e-mail processing system designed to cut the cost of running a customer service center. NativeMinds, Inc. San Francisco, CA www.nativeminds.com NeuroServer 3.5 Unlike traditional natural language search engines that scan Web sites and return long lists of results, NeuroServer 3.0 enables virtual service agents to gauge customers' questions based on question type, tone and customer history, and answer precisely with accurate, personalized replies. NetByTel Boca Raton Boca Raton (bō`kə rətōn`), city (1990 pop. 61,492), Palm Beach co., SE Fla., on the Atlantic; inc. 1925. Boca Raton is a popular resort and retirement community that experienced significant industrial development in the 1970s and 80s. , FL www.netbytel.com OpenVoice Application Platform NetByTel's OpenVoice Application Platform includes application and functional components and is used exclusively by NetByTel to design, build, deploy, enhance and manage sophisticated, high-quality phone self-service solutions. NICE Systems Rutherford, NJ www.nice.com Business Analyzer NICE's Business Analyzer capabilities combine state-of-the-art technologies including automatic speech recognition (ASR (Automatic Speech Recognition) Using voice recognition to replace keypad entry for telephone voice menus. Typically used to speak the digits 0 through 9 insted of keying them, ASR systems may be able to recognize a limited vocabulary. See voice recognition and AVSR. ), word spotting and stress/emotion analysis to enable businesses to extract the spoken and unspoken content from interactions. Nortel Networks (Nortel Networks Limited, Brampton, Ontario, www.nortelnetworks.com) A world leader in telecommunications products, which includes switching, wireless and broadband systems for service providers and carriers, telephones and systems for residential and business users, computer telephony Richardson, TX www.nortelnetworks.com Symposium Call Center Web Client Nortel Networks Symposium Call Center Web Client is a new, browser-based thin client introducing management tools which better equip call center managers to make improved business decisions and respond faster to customer needs. 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 Menlo Park, CA www.nuance.com Nuance 8.0 Nuance 8.0 is an accurate, scalable and reliable speech recognition software product. Oncontact Software Cedarburg, WI www.oncontact.com Client Management Software - Version 6.0 Client Management Software (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. ) is Oncontact Software's CRM system for mid-market companies. OMS OMS - Opportunity Management System houses the critical business information an organization needs to develop effective sales, marketing and customer service strategies. Oracle Corp. Redwood Shores, CA www.oracle.com Oracle Service Contracts Oracle Service Contracts enables users to create and manage service contracts, warranties and extended warranties. It makes contract entitlements visible, and it acts on contractually specified commitments. Pivotal Corp. North Vancouver North Vancouver, city (1991 pop. 38,436), SW British Columbia, Canada, on Burrard Inlet of the Strait of Georgia, opposite Vancouver, of which it is a suburb. Shipbuilding, woodworking, and the shipping of grain, lumber, and ore are the chief industries. , BC www.pivotal.com Pivotal Contact Center By leveraging client data across the organization, Pivotal Contact Center was designed to transform tactical call centers into strategic contact centers, delivering more personalized, "one and done" interactions at lower costs, resulting in increased revenues, margins and customer loyalty. Princeton Softech Princeton, NJ www.princetonsoftech.com Princeton Softech's Archive for Servers Princeton Softech's Archive for Servers supports the leading database management systems, including Oracle, DB2/UDB, SQL Server An earlier relational DBMS from Sybase and from Microsoft. Sybase introduced SQL Server in 1988 for various Unix versions. In that same year, with help from IBM, Sybase created an OS/2 version that Microsoft licensed and branded as Microsoft SQL Server. , Sybase and Informix and provides the capabilities needed to implement an effective active archiving Moving data to a secondary storage medium that can be readily accessed if required. Active archiving enhances the performance of production databases by eliminating records that are not accessed daily, but may be needed for reference from time to time. strategy. Pronexus Inc. Ottawa, ON www.pronexus.com VBVoice 5.0 VBVoice 5.0 is a telephony development environment to leverage the power of Microsoft Visual Studio Microsoft Visual Studio is Microsoft's flagship software development product for computer programmers. It centers on an integrated development environment which lets programmers create standalone applications, web sites, web applications, and web services that run on any platforms . Net. It features support for voice over IP (VoIP), comprehensive telephony controls such as speech recognition and text-to-speech and a highly scalable architecture. Prosodie Interactive Fort Lauderdale Fort Lauderdale (lô`dərdāl), residential, commercial, and resort city (1990 pop. 149,377), seat of Broward co., SE Fla., on the Atlantic coast; settled around a fort built (c.1837) in the Seminole War, inc. 1911. , FL www.prosodieinteractive.com FasTrack Prosodie Interactive's FasTrack is a "find-me, follow-me, connect-me" communications service. Using proprietary technologies, FasTrack unifies all telecommunications -- work, home, cellular, pager, voice mail and fax -- into one number. 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. , Inc. Bozeman, MT www.rightnow.com RightNow Locator 2.0 RightNow Locator 2.0 is an advanced solution for providing customers with information about sales and service locations over the Web. Rockwell FirstPoint Contact Wood Dale, IL www.rockwellfirstpoint.com FirstPoint Business Edition FirstPoint Business Edition lowers the cost of entry for small to medium-size businesses by up to 30 percent by providing an "out-of-the-box," multichannel contact center solution, with all of the flexibility, functionality and integration offered to large companies. salesforce.com San Francisco, CA www.salesforce.com salesforce.com Enterprise Edition salesforce.com Enterprise Edition allows companies to simplify and standardize complex customer operations through a single online solution that can be deployed across multiple departments and divisions -- without requiring the purchase or installation of a single line of code. SAP Newtown Square, PA www.sap.com mySAP CRM With mySAP CRM, SAP delivers an integrated CRM solution designed to align and connect employees, partners, business processes, information and technology within a closed-loop customer-interaction cycle. 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. Cary, NC 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 Automation Release 2.2 SAS Marketing Automation combines data warehousing See data warehouse. data warehousing - data warehouse , advanced analytics and campaign planning/ management methodologies to synthesize customer data across all lines of business. Siemens Information and Communication Networks Reston, VA www.siemensenterprise.com HiPath ProCenter Suites The newest release of Siemens HiPath ProCenter solution offers "real world" CRM features such as a new graphical user interface graphical user interface (GUI) Computer display format that allows the user to select commands, call up files, start programs, and do other routine tasks by using a mouse to point to pictorial symbols (icons) or lists of menu choices on the screen as opposed to having to for business rules routing, Web collaboration and e-mail fully-integrated at the agent/supervisor desk. Spanlink Communications Minneapolis, MN www.spanlink.com EagleView Reporting Engine EagleView is a secure, scalable, Web-based reporting engine that allows contact centers to incorporate data from any compliant data source. Spectel Andover, MA www.spectel.com Spectel MeetingManager Especially designed for small to medium-sized businesses, the Spectel MeetingManager platform provides anytime, anyplace voice conferencing for up to 60 concurrent participants. Spectrum Corp. Houston, TX www.specorp.com IP Wallboards The 3004 series is a collection of two-line wallboards, with IP address-ability, for the call center industry. Stratasoft, Inc. Houston, TX www.stratasoft.com StrataDial VC2 -- Virtual Contact Center StrataDial VC2 -- Virtual Contact Center is a set of essential telephony applications, including outbound predictive dialing, inbound automatic call distributor, voice mail and an auto-attendant on an open standards-based, application-ready platform. SupportSoft Redwood City Redwood City, city (1990 pop. 66,072), seat of San Mateo co., W Calif., on San Francisco Bay; inc. 1868. Manufactures include commmunications, electrical, electronic, and medical equipment. , CA www.supportsoft.com Resolution Suite SupportSoft's Resolution Suite Web-based software was designed to help enterprises automate the support process for their employees by quickly identifying problems and automatically resolving them. SYMON SYMON System Monitor Communications, Inc. Sugar Land, TX www.symon.com Contact Center COMMUNITY 2.0 Contact Center COMMUNITY 2.0 is a 100 percent Web-based workforce management solution that provides timely contact center schedules and performance data to agents and supervisors in both local and remote settings. TeleDirect International, Inc. Scottsdale, AZ www.tdirect.com DialogGuide The Dialog Guide, a component of Dialog Manager A dialog manager is the core component of a dialog system. It maintains the history of the dialog, adopts certain dialog strategy (see below), retrieve the content (stored in or databases), and decides on the best response to the user. The dialog manager maintains the dialog flow. , is divided into three different viewing panels for agents: Data Display Panel, Call Flow Topics Panel and Action/Statistics Panel. The layout was designed to improve navigation and reduces the agent's learning curve. Telephony @ Work La Jolla La Jolla (lə hoi`yə), on the Pacific Ocean, S Calif., an uninc. district within the confines of San Diego; founded 1869. The beautiful ocean beaches, in particular La Jolla shores and Black's Beach, and sea-washed caves attract visitors and , CA www.telephonyatwork.com CallCenter @ nywhere Version 6.0 CallCenter @ nywhere is an integrated communications server See network access server, modem server, terminal server and communications controller. (operating system) Communications Server - IBM's rebranding of ACF. platform that can integrate or replace legacy switching infrastructures. The platform provides infrastructure for, and applies skills-based routing discipline to, every medium of communication, including inbound phone calls, faxes, e-mail, voice mail, chat sessions, Web callback and voice over P transactions. Teloquent Communications Billerica, MA www.teloquent.com Teloquent Interchange 6.0 A browser-based interaction platform, Interchange provides voice, email and Web-based contact, integrated with any customer relationship management (CRM) application. Ulysses Learning Mooresville, NC www.ulysseslearning.com CallMentor CallMentor is a complete simulation-based e-learning system for service, sales and coaching. VBrick Systems Wallingford, CT www.vbrick.com Video on Demand Server (VBVoD) The Video on Demand Server (VBVoD), designed for a range of applications including distance learning, corporate training and news distribution, streams high-quality video to the desktop, TV monitors, projectors and other standard video display devices. Verint Systems Woodbury, NY www.verintsystems.com ULTRA IntelliMiner ULTRA IntelliMiner is an advanced Web-based analytical solution that extracts critical trends from contact center data and delivers this information as actionable intelligence directly to decision makers' desktops. Vision-X Los Angeles, CA www.vxiusa.com Vision Log VisionLog is a digital recording system that captures, stores, archives and plays back telephony and computer activities. VorTecs, Inc. Shelton, CT www.vortecs.com Spot It! Spot It! is an application that uses speech recognition software and key word spotting to listen to conversations in real time. It can detect trigger words and phrases Words and Phrases® A multivolume set of law books published by West Group containing thousands of judicial definitions of words and phrases, arranged alphabetically, from 1658 to the present. chosen by the administrator, identify agents talking over customers, detect volume changes and enable real-time monitoring with alerts for supervisor intervention if required. WebEx Communications San Jose, CA www.webex.com WebEx Support Center With WebEx Support Center's interface, support agents can view, diagnose and solve problems by sharing their applications and desktop to demonstrate products and features, or by accessing customer-selected applications or desktops. WhisperWire Austin, TX www.whisperwire.com PowerSeller PowerSeller is an interactive selling system built on a communications-focused knowledge base that helps enable salespeople to sell high-value products and services. Witness Systems Roswell, GA www.witness.com eQuality software suite eQuality is an integrated contact center performance optimization software suite designed to help global enterprises capture customer intelligence and optimize workforce performance. |
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