Thursday - November 1, 2007
The planning and preliminary implementation processes for shifting IT-enabled work to offshore locations are similar for back office work, customer service operations and knowledge process outsourcing, or KPO. Here we map out the process of offshoring in a manner that allows firms to choose between outsourcing and opening a captive facility once they have completed an assessment of the types of work that could be shifted. Offshoring is presented here as a series of tasks and deliverables.
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Monday - September 10, 2007
Aspect Software has introduced a series of software modules under one suite aimed at optimization performance in the contact center. The modules are for workforce management, recording and quality management, performance management, campaign management and coaching and e-learning. Called "PerformanceEdge," the suite provides integration to most of the top automatic call distributors.
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Thursday - August 9, 2007
It's now a well-known fact that on the Internet, no one knows you're a dog, but when it comes to Internet telephony, the bigger concern is that no one might know where you are either. Dial 911 for emergency assistance, and you could be out of luck, as some well-publicized lawsuits have shown.
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Friday - July 13, 2007
Interactive Intelligence has released its second-generation session initiation protocol Interaction Gateway, an appliance that enables connections between traditional T1 and E1 trunk lines and Voice over Internet Protocol networks. The new version includes support for global protocols, fax support and a more scalable eight-span model that can support 1,000 or more users.
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Monday - July 9, 2007
FrontRange Solutions has made available version 5.1 of FrontRange Voice, an IP telephony software application that can be installed on the desktop without the need for other equipment. It targets small and medium-sized businesses and offers upgrades in functionality and integration over previous versions.
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Wednesday - June 27, 2007
Next year, when taxpayers call the IRS for help answering questions as they fill out a return, they will know how many minutes they will have to wait on hold before they can speak with an agent. Earlier this year, constituents may not have known how long they would be holding, but some may have noticed a far shorter wait time than in previous years.
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Thursday - June 7, 2007
Call center software developer CosmoCom normally has an appetite for enterprise-scale customers. Now, it is employing a new business model with a product introduced in South Korea aimed at small and mid-sized businesses. CosmoCom teamed with KT Networks to introduce Cosmo-One, an IP-based contact center for smaller companies.
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Monday - June 4, 2007
If the reports of Avaya's acquisition are accurate, Texas Pacific Group and Silver Lake Partners are near to closing the largest leveraged buyout of a computer networking company. Avaya, TPG and Silver Lake are declining to comment, but reports say the two private equity firms will pay about $8 billion for the company, or $17 per share -- a 5.7 percent premium over Avaya's close on Friday.
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Monday - May 14, 2007
Salesforce.com continues to carve its user base -- and prospective user base -- into finer and finer niches, which it then targets with new products. The rollout of the Cisco Unified CallConnector for Salesforce.com exemplifies that strategy. Salesforce.com introduced a contact center application with the rollout of its Winter 07 release, made available in January.
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Wednesday - March 28, 2007
When Royal Caribbean tapped Steelcase Applied Research to help it outfit a new call center in Oregon, the cruise line didn't require any guidance on what chairs it wanted its reps to use. In fact, the company had given a great deal of thought to what might seem to outsiders to be the most basic of all contact center equipment.
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Monday - March 19, 2007
Apptix on Monday announced Apptix Voice, its new hosted VoIP product aimed at small and medium-sized businesses looking for an integrated e-mail and phone solution. A provider of on-demand messaging and collaboration products, Apptix is offering the solution via a SaaS delivery model. It works with the company's exisiting Hosted Exchange service.
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