Call Centre Helper

RBC Mortgage, the Royal Bank of Canada subsidiary has depolyed a Gryphon Networks solution to providing compliance and productivity management.
RBC Mortgage is using Call Advisor, Gryphon Networks’ flagship Do-Not-Call and productivity management solution, designed for businesses with active sales organizations that rely on outbound calling to reach customers. Call Advisor enables RBC Mortgage’s […]

ClientLogic has announced that it has significantly increased its presence in Latin America with the addition of a new customer care site in Panama and the expansion of an existing site in Mexico. This move will greatly expand ClientLogic’s global footprint while simultaneously bolstering its bi-lingual and near-shore English services to North American clients.
ClientLogic […]

IEX Corporation, today announced it has earned the 2005 Growth Leadership Award presented by Frost & Sullivan in the “World Agent Performance Optimization Markets” report. IEX also received the number one ranking in market share of workforce management software licenses for the 4th year in a row.
“A well planned and executed growth strategy built […]

NetScout has achieved measurable excellence across all of its customer service performance metrics — including call resolution times, first-call resolution rates, customer satisfaction scores and overall support productivity. NetScout Systems is using RightNow’s on demand CRM platform in conjunction with new best-practices procedures to improve the efficiency of its global customer support organization.
As an […]

According to the report “The ROI of Email Relevance: Improving Campaign Results Through Targeting,” from JupiterResearch, using Web analytics to target email campaigns can produce nine times the revenues and eighteen times the profits of broadcast mailings.
“Spam and the cluttered inbox have not killed the email medium for marketers,” said David Daniels, research director […]

Affiliated Computer Services announced today that it has been awarded the Call Centre Industry Advisory Council’s Pacesetter Award. This recognition designates ACS’ contact and support centres as industry leaders committed to the delivery of superior service and distinguishes ACS as a role model for the global contact and support centre industry.
ACS joins 8 other global […]

Siebel Systems, Inc. today announced that Banner Corporation, a leading business and consumer technology-focused marketing communications agency in the EMEA region, chose Siebel CRM OnDemand for its hosted CRM solution. Siebel CRM On Demand allows Banner to maintain a single view of its customers and prospects, improve lead ranking and qualification, and drive highly […]

IEX and Keynomics Announce Partnership for Web-Based Agent Development; Offering Improves Keyboarding Skills for Better Bottom-line Results
IEX Corporation and Keynomics have formed an alliance. Through this alliance, IEX will offer its customers Talk, Type, Listen, a contact center agent productivity training program that enhances agent computer keyboarding and transcription skills. The offering is developed […]

The apparent fraud relating to the sale of confidential information in an Indian call centre have hit a “brick wall” according to reports coming out today. No charges have been brought.
The story was first covered in the Sun Newspaper and subsequent allegations at another call centre have been made by an ABC television company […]

Callmedia, the UK based developer of contact centre systems, has announced a third consecutive record business year.
The company, which develops software for multi-media, outbound and blended contact centres, performed impressively in a year which saw them enter new markets in Europe as well as substantially grow their reseller base. Their revenues for the first […]

Cardiff, the capital of Wales and “Europe’s Youngest Capital City,” has selected contact center communications management software from Apropos to improve its citizen-facing Connect to Cardiff contact center. In addition to helping Cardiff Council modernize its communications infrastructure, Apropos’ multi-channel communications support has helped it meet the government’s social inclusion standards.
Cardiff Council, the capital’s local […]

Nuasis Corporation, an IP contact center company, has integrated its software-only, IP-based contact center system with Aspect eWorkforce Management software, another in a series of integrations between the Nuasis NuContact Centre and other call centre applications/ infrastructure.
This workforce management integration is consistent with the Nuasis product strategy to leverage its standards-based architecture that includes […]

Voxify Celebrates a Summer of Awards for Automated Agents(TM)
Awards and accolades aren’t the reason Voxify Automated Agents do a great job at call-centres around the globe, but that doesn’t mean they don’t appreciate industry honors. Voxify today announced that the editors of Customer Interaction Solutions have recognized Voxify’s breakthrough speech application technology as a 2005 […]

A lack of promotional opportunities is the leading cause of call center agent turnover, according to a study from Cutting Edge Information. 26.4% of agents in a CallCenterCareers.com survey left their jobs because their employers did not have a clearly defined career path for advancement.
To trim turnover — the leading driver of call center operating […]

One of China’s largest air conditioner vendors, Midea Refrigeration Equipment Co., Ltd (Midea), has deployed a contact centre solution from Avaya.
Midea put its new call centre into use in June and adopted the Avaya S8700 media server and G650 media gateway to build a new platform for customer service. This new system has greatly enhanced […]

Concerto Software and Aspect Communications Announce Combined Company to Be Named Aspect Software
Companies Progress Toward Completing Merger
Concerto Software and Aspect Communications today announced that upon closing of their intended merger as announced on 5 July 2005, the combined company will be named Aspect Software. With this merger, Aspect — known for its quality products, […]

NICE Systems has announced it has signed a definitive agreement to acquire the assets of Hannamax Hi-Tech Pty Ltd, the company’s largest distributor in Australia and New Zealand, for $1.8 million in a one-time cash installment plus a future earn-out based on performance. The transaction is subject to satisfaction of customary closing conditions and is […]

Simply Wireless has opened its new customer care call center in Las Vegas. The center, staffed with 45 associates, is lead by Ed Meyers, hired in June as Director of Call Center Operations. Simply Wireless expects to add an additional 20 jobs in the near future.
The Las Vegas call center is part of Simply […]

SalesForce Works With Genesys to Consolidate Operations Following Merger With Salmat; More Than 2000 Agents to Use Genesys Platform Once Completed
Genesys has announced an expansion of its contract with SalesForce, one of Australia’s leading outsourced contact centres, to provide contact centre software and services to support an additional 1000 agents across its e*smart call […]

Sales of hosted customer management applications grew 105% in 2004, according to report released today by AMR Research. The report indicates that the hosted model has reached prime time as a delivery method for Customer Relationship Management (CRM) applications. The hosted model differs from traditional licensed software because applications are served over the web, rather […]

eTouchPoint.com Introduces eTouchPoint Release 5: Manage Frontline Employee Effectiveness, and Retain Control Over Outsourced Customer Service Operations
eTouchPoint.com, a provider of On-Demand Customer Relationship Management Services, has announced the availability of eTouchPoint Release 5, the Company’s hosted CRM platform. The hosted solution captures direct customer feedback on individual customer/employee interaction, delivering real-time actionable reporting, analysis, […]

Co-operative Insurance Society, part of Co-operative Financial Services has signed a heads of agreement with Norwich Union (NU) that will significantly strengthen the distribution capabilities for both parties.
The proposed partnership arrangement will see NU supply four additional products to CIS’s existing product range, three of which will be distributed via CIS’s 2,200 […]

Erikli, the Turkish international water supply company, has lowered costs and increased customer satisfaction by improving the efficiency of its call centre organisation.
Erikli’s new contact centre infrastructure is centralized at the main contact centre in Bursa, which is closely interconnected with all regional contact centres throughout the country to ensure waiting times are decreased […]

Direct Travel, the UK’s leading independent travel insurance specialist, has selected Sabio consultants to work on a major new Workforce Optimisation strategy for its new call centre. Sabio will work with Direct Travel to implement the flexible Open Wave Workforce Management (WFM) solution to manage its 120 call centre agents handling nearly one million travel […]

Edify Corporation announced the launch of a new version of its proven Edify e-point application for call centres and customer service operations. With the release of Edify e-point 6.2, the company has focused on further improving ROI for organisations looking to improve their contact centre performance with powerful new real-time tools to help drive down […]