Call Center News

It's About Time: You Don't Have Any and Big Business Counts on It

Have you ever called a major corporation’s 800 number only to be trapped in a maze of automated questions that have to be answered all over again if you ever actually reach a real person? Of course you have and you didn’t like it at all. However, as much as you don’t like that experience, corporations know that you like listening to hold music even less.

ACD and IVR - Call Center Intelligence

There is a plethora of technology solutions needed to run a call center today. Call center technology can vary widely, based on the database platforms, vendor offerings and business requirements. But most call center technology packages will feature five core components.

An automatic call distribution software package (ACD) helps to route your customer calls to the appropriate call center associates. This software effectively allocates your incoming calls based on your pre-defined parameters. Choices can include the next available representative, or the group serving a certain type of request

Pronexus Continues to Innovate, Delivers VBVoice 5.3: Unparalleled Performance & Scalability for IVR & Telephony Development in High Density Environments

Computer Telephony and Speech Developers Benefit From Advanced Resource Management, Broad Support for Dialogic Hardware and a Management Console with Optional Source Code 

OTTAWA, CANADA -- Jan. 4, 2005 --Pronexus Inc., a leading provider of computer telephony and speech software solutions since 1993, today announced the release of VBVoice 5.3, a rapid application development environment for creating scalable and flexible telephony applications such as speech-enabled IVRs, hardware-less VoIP solutions, and much more. VBVoice 5.3 delivers the scalability and reliability required to develop and deploy effective IVR and other telephony applications, introduces a range of new management options, and adds support for Intel(R) NetStructure(TM) DM/V voice boards, among others.

Noble Systems Welcomes Callers with IVR Concierge to Improve Inbound Queue Management for Contact Centers

Atlanta, GA -- Nov. 16, 2004 -- Noble Systems Corporation, a global leader in contact center technology solutions, introduces the Noble Interactive Voice Response (IVR) Concierge as a part of its award-winning contact center solution suite. The Noble IVR Concierge allows companies to manage calls in the inbound queue more efficiently for greater caller satisfaction.

Noble Systems and MSA Sign Beta-Site Agreement for State-of-the-Art Contact Center Technology Testing

Large customer service organization chooses to be early adopter of newest contact center technology

Atlanta, GA -- Nov. 8, 2004 -- Noble Systems Corporation, a global leader in contact center technology solutions, announces a Beta-Site Agreement with MSA Solutions, Inc., to offer testing and QA services for new advances in contact center technology software.

Contactual and Angel.com Partner to Offer Scalable, Automated Customer Contact Center Solutions

SAN MATEO, Calif. -- Nov. 4, 2004 -- Contactual(TM)DBA, the leading provider of OnDemand Contact Center solutions, announced today a strategic partnership with Angel.com, a leading provider of OnDemand Interactive Voice Response (IVR) solutions. Through the joint offerings of Contactual and Angel, customers will have access to a powerful and affordable hosted call center solution with patented intelligent speech recognition capabilities.

Stratasoft Continues Expansion into the Caribbean Call Center Market; VoIP Technology Provides a Cost-Effective Solution

HOUSTON -- Nov. 2, 2004 -- Stratasoft Inc. ("Stratasoft"), a wholly owned subsidiary of I-Sector Corporation (AMEX:ISR) and a worldwide provider of contact center solutions, announced that its award-winning StrataDial(R).VC2(TM) - Virtual Contact Center software has been selected by Tel Trends Solutions of the Dominican Republic to be the technology backbone of their contact center operations.