Parature announced that DoxTek, a Utah-based document imaging and scanning solutions company, has selected Parature's Customer Support Solution. Having utilized an in-house ticketing system up to this point, DoxTek decided to implement an purchased customer support solution considering a number of systems, including Magic Solutions and BMC Remedy.

Coach-Net Services Group, a provider of 24 hour emergency roadside assistance, announced their selection of eOn Communications eQueue to replace their Avaya system in their Lake Havasu, AZ contact center. Coach-Net wanted to add intuitive service enhancement features that could be integrated into their current IT service applications. Coach-Net also wanted an upgrade in their quality assurance features, which are playing an increasingly important role within the emergency roadside service industry.

The use of activity-based analysis is now considered by some as one of the most necessary requirements for reaching and maintaining profitability. Primary Matters is now offering the opportunity to analyze your contact center to see if activity-based analysis could improve your current processes for planning, budgeting, and business impact analysis.

LumenVox will be announcing the availability of their Speech Tuner with support for ScanSoft's OSR 2.0, at the upcoming SpeechTEK show. This tool allows companies to perform tuning and testing in-house; companies can quickly evaluate application performance and try out changes before redeploying.

Exstream Software announced it has entered into a value-added reselling agreement with Prinova. Under the terms of the agreement, Prinova will offer Exstream's enterprise personalization software, Dialogue, to small and mid-sized insurance companies in the United States and Canada at value-based price points scaled to the company's size.

Sigma Dynamics announced that its Board of Directors has appointed Thomas Doyle as the company's new chief executive officer. Earl Stahl, co-founder and former CEO of Sigma Dynamics, has been appointed chief technology officer.

Envision Telephony announced a 44 percent increase in second quarter revenue for 2005 over the same period in the prior year. Revenues for the first half of 2005 exceeded 2004 by 49 percent.

eAgency Systems announces the Sales Force Automation (SFA) expansion of Nice Office Universal Edition. This newest version of eAgency's CRM solution delivers an array of web and wireless SFA features that enable mobile professionals to realize greater mobile productivity.

LHS announced that it has signed its first direct deal with Wataniya Telecom Algerie. LHS installed its customer care and billing solution, BSCS 8.0 that will support WTA's rating and billing strategy rollout for its brand new network in Algeria.

NextNine announced that Formula Telecom Solutions (FTS) has selected NextNine Service Automation for support of its billing and CRM suite of products, and has begun deploying it at several customer sites.

VIVO has deployed a network solution from Nortel to enhance the efficiency of its call centers, improve customer service and reduce operational costs. Nortel has integrated VIVO's five major call centers serving customers throughout Brazil with the operator's CDMA2000 1X wireless network using a VoIP solution.

  "OUR TAKE" (more)

8/2/05 - Did You Just Get Served by an Outsourcer? One reader responded strongly about a comment from another reader that had never experienced good outsourced service by writing, "I think most people don't even notice when they are receiving excellent service from an outsourced call center."   TGood or excellent service from an outsourced call center should indeed feel like as if the complete resources of the company were available to the caller. The source of the service should be irrelevant.   Conversely, I wonder if sometimes bad call center service is wrongly attributed to an outsourced organization when the culprit was the internal call center. Unfortunately, we may never know.   Gary Lemke, Publisher (Share your thoughts)