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Content posted in May 1999
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Speedware's Customer Service Analyzer
News & Analysis  
5/1/1999   Post a comment
Customer Service Analyzer software captures and consolidates call center data from sources such as ACDs, customer databases, computer telephony servers and PBXs. It lets you organize and segment this data, plus any other performance-related metrics you rely on, to help you gauge your center's ability to serve customers successfully.
They Fax What?
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5/1/1999   Post a comment
Addressing the different needs of different fax users: service bureaus, fax servers, SOHOs
Teltone's Terrific Telephone Line Emulator
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5/1/1999   Post a comment
An excellent performer that's easy to use
Analogic Tap 800 Family Now on Compact PCI
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5/1/1999   Post a comment
Telephony Application Processors go international with compactPCI.
Cisco Acquires Geotel
News & Analysis  
5/1/1999   Post a comment
Here's why they got the bargain.
Outfitting Your Center in Record Time
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5/1/1999   Post a comment
Call center executives are under pressure to get the most attractive, functional and effective facility running and furnished in record time. Here are some designs, furnishings and shortcuts you can use as a guide to ensure your agents will be sitting comfortably."
Building Customer Loyalty One Forkful at a Time
News & Analysis  
5/1/1999   Post a comment
How an NYC restaurant owner is making a killing by coddling his customers.
New Siemens IVR Application, Co-Developed with InterVoice
News & Analysis  
5/1/1999   Post a comment
Siemens Information and Communication Networks and InterVoice introduced an IVR system that pushes alphanumeric caller information to agent phone displays without the aid of computer telephony.
Nortel Networks' Symposium Express
News & Analysis  
5/1/1999   Post a comment
Nortel Symposium Express software is ideal for call centers with 40 or fewer seats that use Nortel Meridian 1 switches.
INOVA's LightLink 2.3
News & Analysis  
5/1/1999   Post a comment
INOVA's (Charlottesville, VA) LightLink 2.3 is software that delivers real-time data about your call center to Web pages on your call center's internal Web site.
Cisco Acquires Geotel
News & Analysis  
5/1/1999   Post a comment
Here's why they got the bargain.
IP Telephony Rules
News & Analysis  
5/1/1999   Post a comment
VoIP represents a profound opportunity - and a driving force - for bringing competitive carriers into the local service market. IP Telephony Part 2 The CLEC Opportunity
What? No Prices
News & Analysis  
5/1/1999   Post a comment
It's hard to compute even the base price for a fault-resilient system.
Platinum Software's Clientele 7.0
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5/1/1999   Post a comment
Clientele includes a change management module, which allows you to look up defects in products, the severity of the defects, the versions of the products where you found the defects, and ways the defects can be resolved.
More CT Expo Judge's Picks
News & Analysis  
5/1/1999   Post a comment
No, we're not finished! Here are a score more products you can't afford to miss.
Sweet CT Success
News & Analysis  
5/1/1999   Post a comment
Voicemail-Bearing Bears
Call Center Outfitters
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5/1/1999   Post a comment
Telecommuting Grows as Technology Adapts to Needs
News & Analysis  
5/1/1999   Post a comment
Initially driven by the need to recruit more ITworkers, telecommuting has become so widespread that potential call center agents want to know if it comes as an option before accepting the job."
Web Transactions and Demand for Live Agents on the Rise
News & Analysis  
5/1/1999   Post a comment
Here's why catalog companies continue to compete for the best call center agents and how they let customers reach them through traditional and non-traditional means.
Prompts By The Pros
News & Analysis  
5/1/1999   Post a comment
Hire professionals to produce your voicemail
The Changing Face of IVR
News & Analysis  
5/1/1999   Post a comment
Customers have warmed up to the age of automation. They like the speed, the convenience and the options self-service provides. By performing transactions by way of touchtone, speech recognition or at your Web site, they can get their own answers and rest assured their data is secure. And at the end of the day, IVR still saves your call center big bucks."
Speech Rec Rising?
News & Analysis  
5/1/1999   Post a comment
Build speech rec word models straight from the text.
Web Transactions and Demand for Live Agents on the Rise
News & Analysis  
5/1/1999   Post a comment
Here's why catalog companies continue to compete for the best call center agents and how they let customers reach them through traditional and non-traditional means.
Indexing Recorded Speech
News & Analysis  
5/1/1999   Post a comment
Zeroing in on the word you need
Fast Set-up Suggestions
News & Analysis  
5/1/1999   Post a comment
How a company set up a call center in fewer than 60 days.
Outfitting Your Center in Record Time
News & Analysis  
5/1/1999   Post a comment
Call center executives are under pressure to get the most attractive, functional and effective facility running and furnished in record time. Here are some designs, furnishings and shortcuts you can use as a guide to ensure your agents will be sitting comfortably."
Telecommuting Grows as Technology Adapts to Needs
News & Analysis  
5/1/1999   Post a comment
Initially driven by the need to recruit more ITworkers, telecommuting has become so widespread that potential call center agents want to know if it comes as an option before accepting the job."
Platinum Software's Clientele 7.0
News & Analysis  
5/1/1999   Post a comment
Clientele includes a change management module, which allows you to look up defects in products, the severity of the defects, the versions of the products where you found the defects, and ways the defects can be resolved.
Kana Communications' Kana Classify
News & Analysis  
5/1/1999   Post a comment
Classify is a message classification module within the company's Internet customer service product suite. It lets you automate the way you classify, manage and respond to e-mail messages.
VXI's Bear headsets
News & Analysis  
5/1/1999   Post a comment
The new Bear line of headsets offers a variety of enhancements, such as concave ear cups that reduce outside noise.
GOLDMINE'S GOLDMINE 5.0
News & Analysis  
5/1/1999   Post a comment
A look at the latest upgrade to this sales and marketing software.
Best CT Distributors
News & Analysis  
5/1/1999   Post a comment
CT distributors need to educate as well as sell. Here's how the smartest players in the game are adding value.
Buying Tips -- IVR
News & Analysis  
5/1/1999   Post a comment
An industry expert goes over some of the finer points in choosing a call-center IVR system.
Building Customer Loyalty One Forkful at a Time
News & Analysis  
5/1/1999   Post a comment
How an NYC restaurant owner is making a killing by coddling his customers.
Cutting-Edge Outsourcing Apps
News & Analysis  
5/1/1999   Post a comment
Today, companies view outsourcing as more of an ongoing partnership with the teleservices agencies they choose. Both parties work to help each other deliver effective customer service and sales. Here are a few examples of some of these forward-thinking relationships.
Motorola "Excels" At Switching!
News & Analysis  
5/1/1999   Post a comment
EXS 2000 technology poured into a telco-grade cPCI chassis.
Best CT Distributors
News & Analysis  
5/1/1999   Post a comment
CT distributors need to educate as well as sell. Here's how the smartest players in the game are adding value.
Nice Ruling, Folks: So Who Wins?
News & Analysis  
5/1/1999   Post a comment
Are ILECs or CLECs the winners in the "reciprocal compensation" fracas?
Beating The Odds At Consultant Roulette
News & Analysis  
5/1/1999   Post a comment
Consultants come in many colors. Pick the right one - you're a hero. Hire the wrong one - you're a dunce. Spin the wheel and anything goes. Here's a short survival guide based on 20 years of consultant-watching.
Cutting-Edge Outsourcing Apps
News & Analysis  
5/1/1999   Post a comment
Today, companies view outsourcing as more of an ongoing partnership with the teleservices agencies they choose. Both parties work to help each other deliver effective customer service and sales. Here are a few examples of some of these forward-thinking relationships.
MATRAnet's M>WebTouch 1.5
News & Analysis  
5/1/1999   Post a comment
WebTouch 1.5 software lets call center agents keep in better touch with your customers through e-mail and live text chat.
VXI's Bear headsets
News & Analysis  
5/1/1999   Post a comment
The new Bear line of headsets offers a variety of enhancements, such as concave ear cups that reduce outside noise.
Fault-Resilient PCs: Zippy's Mega-Update
News & Analysis  
5/1/1999   Post a comment
The world's most comprehensive roundup of fault-resilient computer telephony platforms and products - including brand new hardware demonstrated at CT Expo!
Testing CT Applications, Part 3
News & Analysis  
5/1/1999   Post a comment
A few more pointers on CT testing
Motorola, Intel agree to settle lawsuit
News & Analysis  
5/1/1999   Post a comment
Motorola and Intel agreed to settle a lawsuit stemming from charges that Intel had hired Motorola engineers with trade secrets.
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