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9/29/05 - What's Hot in Call Centers?
I just returned from two of the major call center conferences. Incoming Call Center Management (ICCM) just wrapped up their conference in Las Vegas and Annual Call Center Exposition (ACCE) conducted business in Seattle last week.
Over the course of the next week or so, I will use this column to talk about hot new topics, industry buzz and my observations. If you attended one or both conferences, please feel free to share your perspectives and experiences by clicking on the "share your thoughts" link below.
If you didn't attend, watch this space. I'll fill you in on the important stuff.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Addressing the need for outbound contact centers to improve their revenue generating potential, IEX Corporation announced the introduction of the TotalView Workforce Management System for the outbound environment. The TotalView Outbound Solution applies inbound workforce management techniques-forecasting, scheduling, adherence, change management, etc.-to the outbound environment for cost savings and productivity improvements.
Primary Matters released a new White Paper titled "Contact Center Outsourcers! Prepare RFP Responses that Win Projects". This paper discusses how using activity-based analysis enables outsourcers to prepare competitive and profitable bids that win business and meet customer requirements.
Vertical Solutions (VSI) announced that its IT management software suite, PowerHelp IT v9.0, has received the PinkVerify Service Support Enhanced designation from Pink Elephant. This designation indicates that PowerHelp IT v9.0 meets Pink Elephant's criteria for Information Technology Infrastructure Library (ITIL) compatibility.
SupportSoft announced the release of its new ServiceVerify software for the service verification of voice over IP (VoIP). SupportSoft ServiceVerify can automatically validate the installation of a customer's VoIP service and assist in diagnosing problems -- whether within the provider's network or at the customer premises.
The SSPA Conference in Las Vegas has a content-rich agenda. Attend to learn why Cisco Systems, IBM and HP are leading the service revolution during their keynote presentations and discover best models for supporting open source, peer-to-peer support, Web-based support for complex products and more in breakout sessions.
The Scarborough Building Society has become the first customer in EMEA to select the new 'Expert Anywhere' Contact Centre 6.0 solution from Nortel. As a financial services organization, Scarborough Building Society needs to ensure a rewarding customer experience by delivering the right services quickly and efficiently.
RightNow announced the appointment of several new vice presidents to its senior management team, as well as the promotions of Peter Dunning to president of field operations and Mike Myer to vice president of development and CTO.
Business Objects announced the launch of six mid-market solution bundles. These new offerings, which combine software for performance management, reporting, and data integration, provide BI solutions to meet the needs of mid-market organizations.
DeskNet announced the general availability of ContentWelder 5, which offers numerous enhancements for delivering relevant personalized communications across every customer touch point, increasing customer retention, simplifying cross selling and reducing costs.
Webcom is pleased to announce that ABB has implemented the Webcom WebSource CPQ solution to simplify its quote-to-submittal process within the Low Voltage Products group.
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 FEATURE WEBCAST (more) |
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"From Tactical to Strategic: The Workforce Optimization Maturity Model"
Bill Durr, Principal Solutions Consultant, Witness Systems
Asking about the maturity of a contact center is certainly a delicate matter. But it is a question that has to be asked. In this webcast, we explore a maturity model that gives you new insights into your own organization and explores how you can make your contact center a change agent for the entire business. What you will hear will help you move from a tactical to strategic way of thinking, especially in the area of workforce optimization. So if you are dealing with the unprecedented pressures brought on by the Internet, hyper-competition, and voice over IP along with the familiar demands of cost-cutting and employee retention, this webcast is for you. Register now to receive your complimentary copy of Witness' latest white papers: "Reinvention of Workforce Management" and "Reinvention of Quality Monitoring."
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| CRMAdvocate Stock Index |
| CRMSI | 42.39 |  | 0.35% |
| Dow Jones | 10,473.09 | | 0.16% |
| Nasdaq | 2,115.40 |  | -0.05% |
| S&P 500 | 1,216.89 | | 0.10% |
| Top Gainers |
| Witness | 20.83 | | 1.33 |
| Tekelec | 20 | | 0.66 |
| Amdocs | 27.08 | | 0.47 |
| Top Losers |
| NCR | 30.18 | | -0.32 |
| SPSS | 22.98 | | -0.25 |
| LivePerson | 3.72 | | -0.23 |
| Complete Stock Index |
| As of close 09/28/05 | |
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 Case Studies (more)
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Kronos Incorporated with Citrix GoToAssist - Citrix GoToAssist interfaces with Kronos' internal products and provides a strong support solution for Kronos. Key benifits that Kronos sees include reduced costs while improving quality of service, increased customer satisfaction and loyalty, improved first-call resolution, measured success with comprehensive reporting functionality, and Citrix can have someone up and running within 48 hours with no additional infrastruction needed.(Citrix Online)
|  | | Stellar Call Centres Improves Operational Effeciency - With Verint' ULTRA suite of Contact Center Actionable Intelligence Solutions, Stellar Call Centers increased the effectiveness of its quality management program, improved operational efficiency and enhanced the value of its offerings. This has translated into better service for customers and a sharper competitive advantage.(Verint Systems)
| | | Barrie Hydro Adds Energy to its Help Desk with LiveTime - The implementation of LiveTime Help Desk has allowed Barrie Hydro to benefit from built-in reporting.(LiveTime)
| | | Bank of America with IEX - Customer satisfaction scores have exceeded the bank associates goals as a result of using adherence scores as an incentive for identifying behavior that exceed team goals.(IEX Corporation, a Tekelec Company)
| | | Witness Helps 4 Wheel Parts - By deploying eQuality ContactStore for IP within its Cisco converged voice and data environment, 4 Wheel Parts has been able to achieve the following results * Increased agent monitoring efficiency by 30 percent * Increased sales and order volume by eight percent * Enhanced training and development program.(Witness Systems)
| | | MessageOne Improves Salesforce.com with InsideScoop - Sales users are no longer spending time to copy and paste date into Salesforce.com. Instead, they get all the research they need for companies and contacts right at their fingertips.(InsideScoop, Salesforce.com)
| | | LifeWay Improves Contact Center - Learn how the ULTRA suite of Contact Center Actionable Intelligence Solutions helped LifeWay improve agent performance, enhance customer experience, and increase revenue through cross-sell, up-sell and new products and services based on identified customer needs.(Verint Systems)
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"OUR TAKE"