Call Center News

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

CommPartners Delivers On-Demand Global IP Call Center Platform Powered by Transera Communications

IT Integrator Channel Partners Development Team Anexeon Communications Completes First Deployment with Allegiant Air

LAS VEGAS, NV --Nov. 16, 2005 -- CommPartners, an IP-based network operator and telephony services and solutions provider, today announced the availability of Transera, Inc.'s Seratel(TM) on-demand call center service to its IT Integrator Channel Partners Development Team Anexeon Communications and their respective enterprise customers. Through Anexeon Communications, a leading VoIP service provider focused on next generation IP communication services for business, and with the reach of CommPartners' network, IT integrators and service provides can offer their respective enterprise customers the opportunity to now globalize, diversify and grow their call center operations with no infrastructure investment required.

Aspect Communications Provides AuctionDrop With Mission-Critical Contact Center Solution

Unique eBay Consignment Service Selects Aspect for Rapid Deployment of State-of-the-Art Customer Service Program

SAN JOSE, CA. -- April 14, 2005 -- Aspect Communications Corporation (Nasdaq: ASPT) a leading provider of enterprise customer contact solutions, today announced that when AuctionDrop(TM) was under the gun to go live in one month with a call-handling system to support the extension of its services across 3,800 locations in the United States, it chose the Aspect® Iphinity Call Center solution.

AuctionDrop is the first retail company dedicated to providing a simple, fast and convenient way to sell goods on eBay®. Consumers drop off items, and AuctionDrop then manages the entire sales process, including photography, listing, handling, payment, shipping and returns -- all while providing exceptional customer service.

Angel.Com Announces Availability of 'Virtual Call Center'

New Hosted Call Center Management Solution Integrates Angel.com's On-Demand Interactive Voice Response Offerings with Automatic Call Distribution. Several New Enterprise Customers Adopt Solution that Provides Efficient, Affordable Call Distribution.

MCLEAN, VA -- Feb. 16, 2005 -- Angel.com, a leading provider of web-based, advanced telephony solutions and a division of MicroStrategy(R) Incorporated (Nasdaq: MSTR - News) today announced the launch and general availability of "Virtual Call Center," a new hosted and customizable call center management offering that combines the flexibility of Angel.com's on-demand Interactive Voice Response (IVR) solutions with web-based Automatic Call Distribution (ACD).

Comdial Announces New Affordable, State-of-the-Art Contact Center Solution for Small-Midsize Contact Centers

The CONVERSip(TM) Contact Center is a Powerful Solution That is Easy for Companies of All Sizes to Deploy and Maintain, While Streamlining Customer Interactions and Maximizing Agent Productivity.

SARASOTA, FL -- Jan. 11, 2004 -- Comdial Corporation, a leading provider of communications solutions for small and midsize enterprises, today announced a new solution for the small- to-midsize business contact center market. Call Center performance can optimize customer service and customer retention, which are necessities for establishing and maintaining a company's competitive advantage and expanding its customer base. The CONVERSip Contact Center offers the tools to manage external call volumes and improve the efficiency and performance of employees.

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.

Top Research Firm Lists Aspect Communications in Leader's Quadrant in Contact Center Infrastructure Report for North America

Companies Evaluated for Vision and Ability to Execute

SAN JOSE, Calif., Dec. 14 /PRNewswire-FirstCall/ -- Aspect Communications Corporation (NASDAQ:ASPT), a leading provider of enterprise customer contact solutions, announced today its listing in the Leader's Quadrant of Gartner's "Magic Quadrant for Contact Center Infrastructure, North America, 2004." According to Gartner Inc., a top provider of research and analysis on the global information technology industry, "leaders" are vendors who are performing well today, have a clear vision of market direction and are actively building competencies to sustain their leadership position in the market.

eOn Communications Announces Award of Defense Switched Network (DSN) Certification

eQueue System Meets U.S. Department of Defense Security, Reliability and Feature Requirements

ATLANTA, GA -- Nov. 30, 2004 -- eOn Communications Corporation(TM) (Nasdaq: EONC - News), a leading provider of unified voice, e-mail and Web-based communications solutions, today announced that the U.S. Department of Defense (DOD) has completed interoperability and security certification testing of eOn's eQueue Multi-Media Contact Center Solution. With this certification, the eQueue is now approved for connection to the DOD's Defense Switched Network (DSN). The DSN is the primary means of voice communications between DOD bases, agencies and components.