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Verint Expands ULTRA Actionable Intelligence Suite
Verint announced the expansion of the ULTRA Intelligent Recording suite to include ULTRA IntelliCoach, an integrated agent coaching and development solution. ULTRA IntelliCoach enables contact center executives to manage the entire agent evaluation, feedback, coaching, and development process, highlighting gaps in agent skill sets, and enabling prompt corrective action to impact performance. (about Verint)
Blue Pumpkin Extends Workforce Optimization Suite
Blue Pumpkin announced the availability of two additions to its Blue Pumpkin Workforce Optimization Suite: Blue Pumpkin Learning Express and Blue Pumpkin Time Record Manager. With Blue Pumpkin Learning Express, contact centers can deploy e-learning - recovering and reusing naturally-occurring idle time to maximize agent productivity. Blue Pumpkin Time Record Manager enables accurate pay for actual work, while streamlining and automating the processes associated with payroll calculations. (about Blue Pumpkin)
Siemens PTD Enters Into Agreement With ClickSoftware
Siemens Power Transmission and Distribution (PTD) announced that they have entered into a global agreement to provide workforce optimization solutions to electrical utilities. Siemens PTD and ClickSoftware are currently working together and co-operating at multiple utilities worldwide. (about ClickSoftware)
RightNow Integrates Kensington Group Contact Center with Order System
Kensington Technology Group has implemented RightNow Service, as its contact center platform, and RightNow Professional Services has integrated RightNow Service with Kensington's mainframe order system. This integration enables Kensington's customer service agents to quickly order replacement parts, eliminating the multiple steps previously required to do so. (about RightNow)
Global Standards for Service and Support Continue to Evolve
Service Strategies Corporation, administrator of the Support Center Practices (SCP) Certification program, announced that the seventh generation of the certification standard is under development. Service Strategies will hold eight program development sessions throughout 2004 to collect input from support industry leaders. To date, four sessions have been held across North America and Europe. (about Service Strategies)
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Required Reading |
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The Race to Sales: What We Forgot Along the Way
There continues to be a growing trend in contact centers once primarily engaged in service: to sell to as well as service customers over the phone.
For good reason, too-there is significant strategic value in treating the contact center as a profit center, responsible for generating revenue.
However, danger lurks in the shadows, as a growing number of these contact centers are reporting increases in sales hand in hand with significant decreases in customer satisfaction and retention. Is there a connection? Read the rest of the story to find out.
(Contact Professional)
more >>
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Archive of past Required Reading articles |
Toyota Australia Names Vignette
Toyota Australia has named Vignette Corp. as a Trusted Partner in a deal that positions Vignette as the exclusive supplier of Web content management software solutions to Toyota Australia for the next four years. Toyota first implemented Vignette Content Management software in 2001 when it created a Web site for Australia's first energy-efficient car, the Toyota Prius.
Onyx and SimpliCTI Announce CTI Adapter
The pre-configured adapter integrates contact center interactions between Avaya Interaction Center (IC) 6.1 software and Onyx Enterprise CRM 5.0. The adapter supports Avaya's Business Advocate feature, a decision support and enablement tool for analyzing predicted wait times, distributing calls evenly across available agents and allowing active call distribution (ACD) from multiple vendors to be easily integrated.
IEX Showcases Optimization Technologies
IEX Corporation will be showcasing a suite of optimization solutions at ICCM 2004 in conjunction with the company's partners Bay Bridge Decision Technologies, Inc. and Merced Systems, Inc. During this gathering of contact center professionals, IEX will demonstrate how its SmartSync Exchange technology fosters advanced integration and interoperability between each of the respective optimization technologies: workforce management, strategic planning and performance management. (about IEX)
FrontRange Moves HQ to Northern California
FrontRange Solutions is moving its headquarters from Colorado Springs, Colorado to Pleasanton, California. The move has been underway and will continue gradually as the $75-million software company expands its management, administrative and marketing resources. Michael McCloskey, FrontRange CEO cited proximity to financial and business development resources, and additional technical talent as clear business reasons for the change in location of corporate headquarters. (about FrontRange)
MacKAY USA Partners With MaxUse
MacKAY Management USA has partnered with MaxUse to jointly build and market web-based delivery of IT Service Management training. The new relationship brings MacKAY USA's subject matter expertise in IT Service Management and the IT Infrastructure Library (ITIL) together with MaxUse's ability to develop and deliver interactive Web-based training.
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| RealMarket |
30.67
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2.23%
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| Stock Index: | Tell me more |
| Dow Jones | 9,925.13 | 1.11% |
| Nasdaq | 1,803.42 | 1.60% |
| S&P 500 | 1,076.92 | 1.09% |
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| Amdocs | 19.52 | .05 |
| APAC | 1.76 | -.03 |
| Apropos | 3.01 | -.11 |
| Ask Jeeves | 24.61 | .66 |
| Aspect | 8.21 | .27 |
| Astea | 7.80 | .45 |
| ATG | .90 | .01 |
| AVAYA | 13.32 | .24 |
| Blue Martini | 2.72 | .01 |
| Broadvision | 2.28 | .13 |
| chinadotcom | 4.64 | -.24 |
| Chordiant | 2.30 | -.02 |
| ClickSoftware | 1.49 | .05 |
| Convergys | 12.91 | .28 |
| E.piphany | 3.79 | .15 |
| eLoyalty | 6.08 | -.12 |
| Epicor | 11.11 | .41 |
| eOn | 1.17 | .06 |
| Firstwave | 1.51 | -.02 |
| Group 1 | 22.98 | .00 |
| HP | 19.92 | .04 |
| ICT Group | 7.71 | -.98 |
| Interact Intell | 4.33 | .13 |
| Interv Brite | 8.09 | .63 |
| KANA | 1.37 | .02 |
| LivePerson | 2.37 | .26 |
| Motive | 7.80 | -.20 |
| NCR | 43.67 | .64 |
| NICE | 19.01 | .11 |
| Nortel Networks | 3.56 | .05 |
| Onyx Software | 3.35 | -.03 |
| Oracle | 10.56 | .19 |
| Pegasystems | 6.24 | .08 |
| PeopleSoft | 16.26 | .01 |
| Primus | .97 | -.06 |
| Rainmaker | 1.20 | -.15 |
| RightNow | 7.04 | -.25 |
| salesforce.com | 10.99 | .00 |
| SAP | 38.49 | .75 |
| Selectica | 3.73 | .05 |
| Sento | 5.84 | .05 |
| ServiceWare | .45 | .00 |
| Siebel | 7.41 | .18 |
| Sitel | 1.95 | .17 |
| SPSS | 15.72 | 2.37 |
| SupportSoft | 8.71 | .19 |
| Sykes | 4.94 | .19 |
| Tekelec | 17.74 | .44 |
| Teletech | 8.85 | .46 |
| Verint | 30.21 | .66 |
| Vignette | 1.30 | .05 |
| ViryaNet | 3.03 | .01 |
| West Tel | 24.36 | .42 |
| Witness | 12.00 | -.11 |
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| As of close
08/10/04
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The Sales and Marketing Leaders Summit brings together an exclusive community of senior-level sales and marketing executives, industry thought leaders, and product and service providers for an unparalleled curriculum of education, networking, and business meetings. The Summit provides the unique setting in which senior leaders not only experience a world-class learning environment, but also interact face-to-face with product and service providers and make decisions that drive strategic innovation, growth, and profitability in their organizations.
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