Call Center News

Global Contact Centers Continue to Invest in Single, Best-in-Class Solution for Compliance Recording and Quality Management

ATLANTA, GA -- Dec. 29, 2004 -- Witness Systems (NASDAQ: WITS), a global provider of  performance optimization software and services, today announced continued market demand for its  eQuality(R) ContactStore Plus offering, a software solution designed to meet customers’ full range of  recording needs from both a compliance and quality management perspective.

Allconnect, Inc. Opens State-of-the-art Call Center in St. George, Utah Doubling Its Capacity

ST. GEORGE, UT -- Dec. 28, 2004 -- Allconnect, Inc., the leading provider of household relocation services, today announced the opening of its new 25,600 square-foot call center in St. George, Utah on January 12, 2005. The center will employ up to 250 people.

PacificNet Selected By Guangzhou Metro to Develop E-Business and CRM Platform; Company Wins Highly Competitive Public Project Tender

GUANGZHOU, China -- Dec. 22, 2004 -- PacificNet Inc. (Nasdaq:PACT) announced today that it has been awarded a public project tender by the City of Guangzhou, one of the largest and most affluent cities in China, to develop an internet and intranet based e-business platform for Guangzhou Metro (www.GZMTR.com). The e-business platform by PacificNet will include enterprise-wide information management systems, passenger information services, train schedule and route information, e-commerce, a public project tender management system, customer relationship management services, and a security management system using internet and intranet technologies.

NICE Announces Enhanced Choices for Avaya's IP Contact Centers

RA'ANANA, Israel -- Dec. 21, 2004 -- NICE Systems (Nasdaq:NICE) the global provider of advanced solutions that enable organizations to extract insight from interactions to drive performance, today announced an important advance in support of Avaya's IP-based contact center solutions. NICE Systems today released its recording and quality management solution suite designed to work with the latest version of the Avaya Communication Manager software application programming interface (API). This enables seamless integration between Avaya's contact center solutions, the Avaya Communication Manager -- the industry's leading IP telephony software, and the advanced capabilities of the NICE solution suite, resulting in greater agent productivity, simplified management, and increased operational effectiveness.

Newest Empirix Hammer NXT VoIP Load Test System Delivers Comprehensive, Ultra-High Density Testing at Industry's Lowest Cost Per Port

BEDFORD, MA -- Dec. 20, 2004 -- Empirix, the industry's leading supplier of VoIP testing systems, today introduced its enhanced Hammer NXT(TM) VoIP and TDM performance testing system. The newest Hammer NXT provides unmatched load scalability and dramatically reduces the costs associated with high-density load testing and performance verification of VoIP and PSTN network elements and networks. Using multiple Hammer NXT systems, network equipment manufacturers and service provider labs can create load testing environments that scale to more than 50,000 endpoints (signaling and media). The NXT now incorporates Empirix' patent-pending IP.DSP(TM) technology, which provides high density testing capacity and media analysis while reducing test system per port costs by up to a factor of 10X.

Witness Systems to Acquire Blue Pumpkin Software

ATLANTA, GA -- Dec. 17, 2004 -- Witness Systems (NASDAQ: WITS), a global provider of performance optimization software and services, today announced that it has reached an agreement to purchase Blue Pumpkin Software, Inc., an industry leader in enterprise workforce management solutions, for approximately $75 million. Approximately $40 million of the purchase price is being paid in cash and the remainder in Witness Systems stock. The merger reinforces the company's position in the burgeoning global contact center workforce optimization market, and is expected to be accretive to earnings for the 2005 calendar year.

Dictaphone Recognized by Leading Research Firm in Annual Contact Center Quality Management Report

STRATFORD, CN -- Dec. 16, 2004 -- Dictaphone Corporation's Communications Recording Systems (CRS(TM)) group, a leading provider of recording and monitoring systems and Workforce Relationship Management(TM) (WRM) solutions, today announced that it has been recognized in Gartner, Inc.'s, (NYSE: IT and ITB), MarketScope: Contact Center Quality Management 2004 Update(1), an annual report on call recording and quality management products for contact centers. Gartner is one of the nation's leading providers of research and analysis in the global information technology industry.

etalk Qfiniti Offers Customers Greater Ability to Manage Call Recording across the Enterprise

IRVING, TX -- Dec. 16, 2004 -- etalk announces the release of Qfiniti 1.7, the newest generation of its award-winning quality management suite. Qfiniti helps customers improve their call center service and productivity through quality monitoring, performance optimization, and process analysis capabilities. With this release, etalk expands Qfiniti's enterprise capabilities, providing a range of functionality for both single-site and large, multi-site installations.

Qatar Telecom Launches Most Advanced Convergent Billing Operation Using Convergys Software

Cincinnati and Doha, Qatar -- Dec. 15 2004 -- Qatar Telecom (Qtel), one of the largest commercial enterprises in the State of Qatar, has gone live with a highly advanced, convergent billing and customer relationship management solution, based on Infinys [tm] software from Convergys Corporation (NYSE: CVG), a global leader in integrated billing, employee care, and customer care services.

Noble Systems Concludes SER Suit Without Merit

Atlanta, GA -- Dec. 15, 2004 -- Noble Systems Corporation, a global leader in contact center technology solutions, today announced that it has reviewed the patent infringement complaint filed on December 1 by SER Solutions and has concluded that the allegations are without merit.