ManagementMANAGEMENT SCOPE Scope

Each year, Customer Inter@ction Solutions® magazine bestows its Product of the Year awards on companies that have demon- strated excellence in technological advancement and application refinements. These are products and services that have gone the extra mile to help improve both the customer experience and the ROI for the companies that use them. It is these compa- nies’ contributions that lead the way in making the contact center technology industry the dynamic field that it is today. While the technology market may be coming back to life, CUSTOMER INTER@CTION it’s still vital that capital investment in technology and services be SOLUTIONS’ 2004 invested as wisely as possible in order to speed return on PRODUCT OF THE YEAR investment and improve the business processes and bottom line of the companies that AWARDS purchase these technologies. To t h i s e n d , t h e e d i to r s o f Customer Inter@ction Solutions® have compiled a list of the best of the best for our readers. These products span a range of product categories, but all represent the pinnacle in their chosen arenas. As always, we encourage you to do research to help you select those technologies and companies that best suit your company’s business needs and, ultimately, your most important company asset of all: your customers.

ACCPAC, a choice of three WordALERT bun- databases or individuals; Uniphi Suite a Best Software company dles: Developer’s Kit; Station tracking/managing of agent, team Aspect Uniphi is designed to unify http://www.accpac.com Logging Kit; or Trunk Logging Kit. and campaign performance, used on the contact center and the enterprise ACCPACcrm.com 5.6 PC monitors, large display screens by integrating the applications that ACCPACcrm.com version 5.6, the AIT Limited or handheld computers; softphone drive customer communications, hosted version of ACCPAC CRM http://www.aitgroup.com capability to support distributed call contact center and customer infor- 5.6, offers users comprehensive, Portrait centers and remote agents without mation, and workforce productivity single-click integration with Microsoft Portrait is customer interaction man- the need to add hardware; and for better insight to business and Outlook; a faster and easier-to-use agement software that helps organi- enhancement of international com- customer activity—to simplify contact interface; and additional reports and zations dramatically improve the patibility. center development and manage- enhanced reporting flexibility over pre- quality of their interactions while ment. Based on open standards, it vious versions. The ACCPACcrm.com increasing efficiency and generating Aplicor Inc. provides organizations with a single hosted CRM service allows busi- significant new business. Interaction http://www.aplicor.com point of control and one view of con- nesses the freedom to move to on- Intelligence lets users: deliver a Aplicor CRM tact center operations, bringing the premises deployment of ACCPAC comprehensive, single, real-time The 2004 Aplicor CRM release is a separate databases, the separate CRM, at any time, and with all data view of each customer to the point hosted solution functionally equiva- reporting engines and the applica- and customizations fully intact. of interaction, across Web sites, lent to the decades-old, on-premise tion flows together effectively in one branch offices, contact centers or applications, while providing the suite. Acxiom Corp. distribution partners; and recom- delivery, cost and operational bene- http://www.acxiom.com mend relevant offers of genuine fits of the hosted model. Benefits ATG (formerly Primus Chomonicx interest; meet goals efficiently; and include a focus on business Knowledge Solutions) Acxiom’s Chomonicx is a lifestyle respond quickly to change. processes, not transactions, and an http://www.atg.com consumer segmentation system that emphasis on customer relationships, KnowledgeCenter 6 characterizes and differentiates AltiGen Communications, Inc. not customer data. It has a process- KnowledgeCenter 6 is a next-gener- demographic and associated con- http://www.altigen.com oriented workflow engine embedded ation software platform designed to sumer behaviors for each chome in AltiContact Manager 5.0 throughout the application and has help companies enhance customer Japan. Similar to block groups in the AltiContact Manager (ACM) 5.0, replaced the one-size-fits-all hosting satisfaction and loyalty by leveraging USA, and based on Japan’s 2000 AltiGen’s most advanced call center model so that each client has the knowledge and delivering precise census data, chome are grouped solution, supports individual same individualized processing answers to customers’ questions via into 32 consumer lifestyle clusters inbound, outbound or blended con- capabilities as if the software were self- and assisted service communi- using factor analysis and other pro- tact centers, up to 144 agents. ACM installed locally for each client’s cation channels. KnowledgeCenter prietary statistical techniques. The also supports multisystem network- exclusive benefit. is a modular set of integrated prod- ing for additional growth and is Chomonicx model is maximized by ASC telecom AG ucts designed to meet specific incorporating consumer expenditure designed to be managed and main- needs of organizations. Included and buying behavior data. tained in-house. Significant http://www.asctelecom.com platform features: enterprise scala- Chomonicx codes can be applied to enhancements address the following EVOip bility; true, seven-level natural lan- any customer or marketing database evolving needs: modular licensing; ASC’s EVOip is a software-based guage processing (NLP); detailed using the address and its associated advanced IVR/centralized call solution for recording VoIP calls, analysis and reporting capabilities of Chome geocode, providing a com- recording applications; distributed ensuring complete coverage. The customer experience; multiple lan- mon framework to view customers call centers; system redundancy; solution’s recording interfaces con- guage support; and seamless inte- across channels in the organization. and reporting. The nect with almost all traditional and IP gration with CRM systems. ExtensionAnywhere feature allows telephone switches, and its architec- Ai-Logix, Inc. cellular and PCS telephones to log ture is designed for maximum flexi- Austin Logistics bility, scalability, easy installation http://www.ai-logix.com into workgroups as remote agent http://www.austinlogistics.com WordALERT extensions. and rapid integration with pre-exist- ing systems. The product catego- Valeo WordALERT is a hardware-based rizes calls by selected parameters Austin Logistics’ Valeo is a predic- solution that enables real-time word- Amcat and then stores them on the compa- tive analytic application that can spotting for automated operator http://www.amcat.com ny’s own server. A browser-based enhance customer value by adding supervision and continuous monitor- Amcat Contact Center Suite graphic interface allows users to real-time predictive intelligence and ing. WordALERT recognizes key- 2005 easily playback, archive or e-mail value-driven queuing to existing pre- words while a conversation is in Amcat Contact Center Suite 2005 recordings, as well as to perform agent routing systems. Valeo progress and offers predictable per- incorporates new life-cycle manage- search-and-replay through any resides at the client site with access formance with dedicated speech and ment for interactions and adds new browser. Its two key components: to the telephony infrastructure, media processing hardware that management and VoIP capabilities: EVOip is a vendor-independent pas- where it adds predictive intelligence leaves system memory and CPU establishment of follow-up actions sive system; and “EVOip active” pro- to routing decisions at the point of available for applications. with data; sending of data or mes- vides selective recording. inbound call entry, before callers WordALERT allows easy sages via e-mail, fax or Web serv- have selected IVR (self-service) or grammar/language changes to ice, allowing follow-up information to Aspect Communications agent service. With Valeo, callers match a caller’s language. There is be sent in real time to Web sites, http://www.aspect.com can be prioritized. Valeo easily inte- 46 CUSTOMER INTER@CTION Solutions® January 2005 Subscribe FREE online at www.cismag.com ManagementMANAGEMENT SCOPE Scope grates data on each caller from lega- and can grow and Best Software Call Compliance, Inc. cy host systems, disparate depart- evolve with businesses http://www.act.com http://www.callcompliance.com mental systems, customer databas- for complete invest- ACT! 2005 Wireless Number Blocking es and third-party providers. ment protection. It Best Software offers In response to the advent of wireless integrates robust two new versions of number portability (WLNP), and Autonomy, Inc. reporting and includes its ACT! sales effec- potential for an $11,000 fine per http://www.autonomy.com outbound dialing pre- tiveness tool: ACT! non-compliance incident, Call Authentify Intelligent IVR view contact capabilities, 2005, for individuals and Compliance offers an enhancement The Authentify Intelligent IVR sys- simple wizards and devel- small teams of up to 10 to its TeleBlock system, called tem is intended to allow enterprises opment tools for complete cus- users; and ACT! 2005 Premium Wireless Number Blocking (WNB). to effectively automate customer tomization. IP-enabled, it can be for Workgroups, supporting powerful The TeleBlock system contains daily service operations in call centers by extended to remote agents. With it, database collaboration for work- updated WLNP data and automati- forming an accurate understanding businesses can be up and running groups of up to 50 users. Included cally screens and blocks calls to of caller queries in real time and in hours. key benefits: low cost and ease-of- wireless ported numbers originating automatically providing an intelligent use, combined with advanced selling from predictive dialer subscribers response. The system permits Avolent, Inc. tools typically found in expensive that have enabled WNB screening callers to explain a particular prob- http://www.avolent.com CRM systems; little-to-no need for by calling campaign on their propri- lem in their words, understands the BizCast expensive IT resources; and scala- etary TeleBlock Web interface. This conceptual meaning of this query, BizCast is designed to help compa- ble relational data architecture. allows TeleBlock end-users using and automatically returns useful nies streamline financial interac- predictive dialers to screen and results. If a relevant answer is not tions between employees, partners Blue Pumpkin block their calls in real time against found within the system, it instantly and business customers. BizCast, http://www.bluepumpkin.com changing WLNP data, in addition to routes the call to a qualified agent an enterprise software solution for Blue Pumpkin Workforce screening against the available fed- for advice. Built on IDOL, Intelligent financial relationship management, Optimization Suite 4.5 eral, state, third-party and in-house IVR has a wide-vocabulary speech is intended to deliver cost reduc- The latest release of Blue Pumpkin DNC lists. recognition capability and is com- tion, improved cash management Workforce Optimization (WFO) Suite pletely speaker- and language-inde- and forecasting, and improved cus- ties together more of the contact Centergistic Solutions pendent. tomer care. It extends the founda- center processes needed for manag- http://www.centergistic.com tion of electronic invoice present- AgentView Enterprise Avaya ing and optimizing workforce—now ment and payment (EIPP) to including e-learning, a more flexible PowerUser 4.0 http://www.avaya.com encompass five key areas of finan- platform and other advanced AgentView Enterprise PowerUser Avaya Contact Center Express cial relationship management: enhancements. Each component is a 4.0 is a real-time desktop dash- Avaya Contact Center Express pro- online billing and payment; online best-of-breed solution that delivers board intended to make contact vides cost-effective, easy-to-imple- account management; process results to turn the contact center into center managers more effective. ment multichannel (voice, e-mail management; enterprise access; a strategic differentiator and competi- Each layout screen is tailored to the and Web chat) contact center solu- and decision support. BizCast is tive edge. The sum of the suite com- viewer, containing critical perform- tions designed and priced for mid- designed to easily integrate with ponents, however, is more powerful ance metrics depicted as colorful sized businesses. It leverages existing accounting, customer care, than the individual parts. The suite graphs and gauges. The new Avaya intelligent routing and inte- e-commerce and electronic pay- forms a logical roadmap to help con- PowerUser provides a performance grated IP technologies; works in IP, ment systems. tact centers evolve at their own pace. picture that the user can immediate- traditional and mixed environments; ly grasp. Version 4.0 includes: met- ManagementMANAGEMENT SCOPE Scope ric and layout templates based on a improvement are ana- ContactPoint OneSight for Contact Centers variety of ACD types; additional lyzed and pinpointed; Recruiter Empirix’s OneSight for Contact gauges with font selection and auto- and finally, specific ContactPoint Centers is an end-to-end voice matic sizing; “stealth” background recommendations for Recruiter is a com- application management solution. color alert; drill-down, from highest improvement are petency-based hiring OneSight can proactively pinpoint level to individual agent; save/store made. management soft- and address customer-impacting of favorite layouts; and secure user ware application that issues hidden within an organiza- authentication. Concerto Software helps contact centers tion’s technology infrastructure http://www.concerto.com hire the most qualified issues that are obscured in black Cincom Systems FirstPoint Enterprise leverag- agents, streamline the recruiting boxes that underlie automated serv- http://www.cincom.com ing Cisco CallManager process and reduce costly turnover. ices provided by contact centers. Synchrony This newest version of FirstPoint The competency model lets contact OneSight provides a means for Synchrony is a customer experi- Enterprise is the first enterprise- centers define the skills, knowledge organizations to gain insight into the ence management solution that sized contact center solution that and abilities that agents need; once health of those automated systems. enables small and mid-size organi- incorporates full-featured functionali- this model is captured within zations and enterprise departments ty of a time division multiplexing ContactPoint, contact centers can Envision to deliver consistent and highly (TDM)-based contact center solution use Recruiter to create and adminis- http://www.envisioninc.com responsive customer service. Its in an IP infrastructure, including ter interview questionnaires based The Envision Performance architecture bridges multichannel queuing, routing and extensive on these standards. It analyzes Suite 8.3 contact center functionality with a reporting capabilities. responses to identify the best candi- The Envision Performance Suite 8.3 CRM universal view to provide a dates for each position. The applica- with Envision Business Intelligence consolidated, relevant portal of the Co-nexus tion also maintains baseline profiles allows anyone throughout the enter- resources and information neces- http://www.4cxm.com for every new hire. prise to access recorded interactions sary to optimize each customer CXM REPORT - SURVEY on a subscription basis. The integra- interaction. Its core features, func- Co-nexus’ recently introduced CXM Digisoft Computers, Inc. tion with the suite allows subscribers tionality, architecture and delivery REPORT - SURVEY module adds http://www.digisoft.com to identify breakdowns and to create model have been enhanced through customer satisfaction data to the eTelescript coaching clips for the contact center, two significant software releases in CXM voice/screen recordings and A Web-based call center software and thus improve efficiencies, reduce 2004. agent performance evaluations. The solution, eTelescript can maintain errors, lower costs and improve the SURVEY module is used for caller Cintech LLC central call center management con- bottom line. Because it resides on a polls and customer feedback by trol and provide the capability to single server, the suite can save http://www.cintechllc.com playing prerecorded survey ques- hardware costs and integration cTouch maximize the potential of home tions. With imbedded speech recog- agents or remote call centers. The expenses. Envision uses a univer- Cintech’s cTouch suite of Web inter- nition technology, the CXM SURVEY sal, browser-based interface to deliv- action tools enables organizations of application has an interactive agent module accepts verbal commands. interface and a comprehensive cam- er information to agent desktops. all sizes to cost-effectively increase The survey results are scored and the speed and responsiveness of paign management application to catalogued for later retrieval. Callers drive revenue and improve customer Epicor Software Corporation their customer care organizations can leave a personal message http://www.epicor.com while efficiently handling customer experiences. It’s designed to run recorded and attached to the survey using Microsoft’s .NET platform. Epicor Clientele CRM 8.2 requests across a range of chan- results. Survey results are also Epicor Clientele CRM is a scalable nels. cTouch is a thin-client/server- Integrated telephony features syn- linked to the recording of the callers chronize with the agent module to and flexible solution designed to based solution that includes two preceding call and the agents’ evalu- manage the complete customer life- product options: cChat, a live online provide telephony to local and ation score. remote agents. Some available mod- cycle. It provides integrated sales messenger/manager; and cMail, an and customer support functionality e-mail management and response Contact Center Compliance ules to choose from: Appointment Scheduling; Super-Dialing; CTI; that helps organizations acquire, application. Product additions http://www.dnc.com retain and grow profitable, long-term include licensing by contact type and Predictive Dialing; Monitoring; and DNCscrub Enterprise Edition Advanced Reports. customer relationships. Clientele duration, to give call centers a cost- Contact Center Compliance’s CRM is the first CRM application effective way to meet seasonal DNCscrub is a compliance program Edify Corporation built entirely on the Microsoft .NET needs. that contains the entire matrix of fed- Platform, which provides new levels eral and state laws, including all http://www.edify.com Citrix Online of accessibility, extensibility and inte- industry exemptions and existing Edify Voice Interaction Platform gration. http://www.gotoassist.com business relationship exemptions. (EVIP) 9.0 Citrix GoToAssist 6.0 The Contact Center Compliance The Edify Voice Interaction Platform etalk Citrix GoToAssist 6.0 is a managed system prevents calls to DNC and (EVIP) 9.0 provides customers with http://www.etalk.com service that enables companies to wireless numbers in real time; is application flexibility, scalability and Qfiniti 1.7 cost-effectively provide remote-tech- business-enabling, informing clients data connectivity to improve cus- Qfiniti can help customers to nical support. The service enables of existing business relationships tomer service and loyalty, as well as improve their call center service and support desks to meet the needs of that are nearing their expiration; operational costs. EVIP 9.0 offers productivity through quality monitor- complex and mission-critical support makes keeping track of conflicting 480 ports of speech on a single ing, performance optimization and environments with quality service rules easy and cost-effective; and server. The platform is a compre- process analysis capabilities. etalk and best practices-driven support allows users to clean their records hensive voice system that enables expands Qfiniti’s enterprise capabili- tools. GoToAssist requires no client- upon receipt. The product’s goal is companies to build, execute and ties with version 1.7, providing func- application installation step for to maximize callable records while manage voice applications across tionality for both single-site and Windows 2000, XP and NT devices. keeping you in compliance cost- the enterprise. EVIP 9.0 integrates large, multisite installations. Included Included functions: patented session effectively. powerful automation software with enhancements: virtually unlimited brokering technologies; automatic an open architecture that supports scalability of screen recording; session recordings and chat-log CosmoCom enterprise requirements to integrate improved centralized management archives; end-to-end 128-bit http://www.cosmocom.com emerging standards and technolo- for monitoring recording sites; Advanced Encryption Standard CosmoCall Universe 4.4 gies. advanced alarming capabilities; (AES); and GoToAssist CosmoCall Universe 4.4 is the lat- instant status updates regarding Management Center. est version of CosmoCom’s all-IP, eGain channels, users, servers and overall ClickFox unified contact center suite, which http://www.egain.com system health; and extensive and http://www.clickfox.com includes multichannel ACD, IVR, eGain Service 7 flexible client-side API for recording, CTI, predictive dialing, multimedia Customer Behavior Intelligence eGain Service 7 is a comprehensive data attachment and verification. recording and administrative tools. customer service application suite, ClickFox’s Customer Behavior Version 4.4 highlights: easy inte- Intelligence solution can help organi- available in-house or on-demand, Five9, Inc. gration with thin-client applications; that helps businesses transform con- http://www.five9.com zations align their business objec- robust N-way conferencing, includ- tives and their customers’ goals for tact centers into customer interaction Five9 Virtual Contact Center ing recording; streamlined tenant hubs for unified multichannel serv- Five9 Virtual Contact Center is a their self-service channels. ClickFox management; enhanced skill provides visibility of customer behav- ice, reduced costs, improved agent hosted contact center ASP with all of weighing; and enhancements to productivity and enhanced customer its customers running VoIP com- ior across self-service channels, as both CosmoDesigner and well as in-depth analysis of individ- retention. Included in the suite: pletely independent of a traditional CosmoDialer. RTP redirect has adaptive applications for self-serv- telecom company, and without any ual applications. Self-service opti- also been introduced into this ver- mization can occur with ClickFox’s ice; a common knowledge and serv- ties to a PSTN-based infrastructure. sion, and more languages have ice management platform; and Virtual Contact Center is built from three steps: users build a visual been added. model of the existing self-service adapters for easy integration with the ground up to eliminate third- CTI, content and business systems. channel; actual customer behavior is Dictaphone Corporation party license fees and to ensure mapped to the visual model of the http://www.dictaphone.com/ con- Empirix Inc. costs are kept low. Along with its VoIP functionality, the Virtual system, and potential areas of tactpoint http://www.empirix.com 48 CUSTOMER INTER@CTION Solutions® January 2005 Subscribe FREE online at www.cismag.com ManagementMANAGEMENT SCOPE Scope

Contact Center offers the following: real benefits that analog feature a modular con- combines knowledge management, ACD; predictive dialer; CRM; IVR; devices cannot. The struction that allows natural language search and busi- CTI; remote agent capabilities; skills- amplifier is intended to developers to add or ness process support. Additional based routing; recording; silent mon- reduce background remove functionality enhancements: resolution wizards itoring; real-time reporting; chat; and noise on incoming sig- without reworking for process-driven self-service; centralized management for multisite nals, to automatically the entire system. Pagelet architecture for rapid and offshore contact centers. adjust incoming volume, deployment and easy customization; and to offer unsurpassed iPhrase detailed Web session tracking for FrontRange Solutions acoustic protection and the Technologies, Inc. multichannel support; machine http://www.frontrange.com ability for end users to tailor the http://www.iphrase.com learning and a reputation model; GoldMine 6.7 sound to their preferences. GN OneStep WebResolve and intuitive authoring with auto-tag- GoldMine 6.7 is a Windows-based Netcom intends for there to be less The new WebResolve product is an ging. application that provides SMB and repetition needed, for calls to be e-support solution that enables cus- distributed enterprises with sales- shorter and for the interaction tomers and partners to quickly solve Knowlagent force automation and CRM best between contact center agents and their own product and service prob- http://www.knowlagent.com practices, in an easy-to-use software callers to be smoother and easier, lems without engaging a customer r7 Solution package. It scales from one user up thus reducing contact center costs service agent. WebResolve offers Knowlagent r7, designed for the cus- to large organizations, has low TCO, and raising customer service levels. fast answers via search, navigation tomer service center, is a compre- rapid ROI, is flexible, and can be and personalization over the full hensive solution that can help con- implemented fast, even for large IEX Corp, a Tekelec company breadth of support resources. It can tact center managers and supervi- organizations. Included new addi- http://www.iex.com seamlessly escalate to e-mail, chat sors manage the lifecycle of contact tions: mobile real-time access for TotalView Workforce or phone agents while telling the center agents to ensure that agents Palm and WAP phones; addition of Management 3.8 agents what resources the customer both perform at their best every day iGoldMine, for Web access; capabili- The TotalView Workforce has already tried. The OneStep and can meet the changing needs of ties for campaign management; Management system version 3.8 WebResolve server runs on a competitive environment and of a improved opportunity management; enables contact centers to deliver Windows and several versions of demanding customer base. improved analytics for reporting; consistent service with lower operat- Unix, including Solaris, AIX and Knowlagent r7 functions: drives quick-sync for mobile users; ing costs and higher employee Linux. direction and delivers priority to enhanced APIs and integration for morale. It improves the scheduling agents or reps; provides for consis- linking to other applications; VoIP and agent management processes Jacada, Inc. tency in communicating with agents; support for softphones; and integra- in both single and multisite environ- http://www.jacada.com enables accountability of delivered tion with MS Outlook and Exchange. ments. The system’s advanced fea- information; and ensures the infor- tures include skills-based and multi- Jacada Fusion Jacada Fusion can reduce applica- mation is understood and applied by Fused Solutions, Inc. media scheduling, real-time and his- the agents. http://www.fusedsolutions.com torical adherence, intraday and per- tion complexity that negatively KnowPlex formance management, enterprise impacts many critical areas of call center operations. By fusing applica- KnowledgeBase Solutions A Web-native, database-driven tech- reporting and data exchange, vaca- http://www.kb.net nology, KnowPlex facilitates seam- tions to deliver a simplified user tion and holiday planning, and short- KnowledgeBase.net 4.0 less integration of customer care and long-term resource planning. interaction, Jacada Fusion can elimi- resources — in-house or distributed nate costly problems that arise from KnowledgeBase.net, an application that combines the most relevant agents, and self-service applications Inova Solutions the complexity and multiplicity of — and the efficient flow of applications that users must navi- aspects of document and knowl- http://www.inovasolutions.com gate in order to accomplish even edge management with search ticket/knowledge base information. Inova Performance Integration with existing CRM and simple business processes. Jacada technology and customizable por- Optimization Suite 5.0 Fusion “fuses” all types of applica- tals, can help organizations unlock service-related applications com- The Inova Performance Optimization pletes the information flow to deliver tions – Windows, Web- and host- the power of their knowledge by Suite version 5.0 helps the technolo- based – to deliver a simplified user offering a means to centrally store high-quality customer care/technical gies and human resources that are support. Included ticket-manage- interface. It integrates all three appli- and easily access information. already in place to perform at opti- cation types using a non-invasive KnowledgeBase.net 4.0 offers ment features employed by mal levels by integrating operational KnowPlex: automated ticket escala- approach at the presentation layer of numerous features, including self- and performance data from existing the applications. learning; searching; remote Web tion; full ticket history, analysis and systems to provide unified views of reporting; and a rules wizard func- site-searching; new reports; and metrics and measurements that KANA new portal options, among others. tionality. directly impact performance. The views can be presented in a variety http://www.kana.com GL Communications Inc. KANA Resolution KnowNow, Inc of formats suited to the unique infor- http://www.knownow.com http://www.gl.com mation needs of business users KANA Resolution is a process-driv- PacketSeries – PacketGen and ranging from agents to executives. en customer service solution exclu- KnowNow 3 Enterprise Edition PacketScan Version 5.0 enhancements: open- sively focused on optimizing the res- KnowNow 3 Enterprise Edition’s GL Communications’ Packet Series ness and scalability of real-time mid- olution process. This solution is a core is the KnowNow LiveServer products, PacketGen and dleware Inova LightLink; browser- new enterprise software application event-management engine. With this PacketScan, provide SIP call gener- based dashboards; interactive 3-D for service resolution management edition, events can be quickly and ation and SIP/H323/RTP/RTCP visualizations; dynamic multimedia (SRM) to improve delivery of service efficiently delivered directly to an analysis. The PacketGen and presentation; enhanced XML output; by leveraging intelligence, thus pro- application, to a browser or to both PacketScan products are ideally and data marts with report-ready viding agents with necessary infor- simultaneously. It provides a simple suited for simulation and analysis of data for use with third-party tools. mation to resolve customer requests means of integrating any system or VoIP networks, gateways, routers, and facilitating the process an agent business process together over the proxies and switches. The Packet should follow. Built on KANA’s open Internet, and it fits into existing archi- Intervoice, Inc. architecture, the solution provides tectures. The use of native Internet Series products are software-based http://www.intervoice.com and can reside on any Windows PC. deep enterprise application integra- protocols enables it to send and They build on, and extend, GL’s Omvia Voice Express tion (EAI) support; this EAI support receive data through firewalls and analysis and simulation from the Intervoice’s flexible Omvia Voice brings real-time enterprise informa- connect end points that may not be TDM world to the VoIP world. Express packaged speech applica- tion into a single, integrated view under the users’ domain or control. PacketGen provides call simulation tions enable small to large enterpris- that provides the information the The intelligent routing system han- over VoIP systems and can gener- es and carriers to connect people agent needs to resolve the cus- dles events as they are in motion, ate thousands of calls, providing vig- with information while reducing tomer’s request without having to including filtering, transformation and orous stress tests for VoIP networks. upfront development costs, deploy- access multiple systems or screens security. It controls all systems simultaneous- ment timeframes and the complexity to get the data. ly and provides statistics, call associated with application develop- Left Bank Solutions records and quality of service (QOS) ment. The process-based applica- Kanisa Inc. http://www.leftbanksolutions.com measurements. PacketScan pro- tions suite supports both Speech http://www.kanisa.com Monet AnyWhere Application Language Tags (SALT) vides real-time audio monitoring, Monet AnyWhere is a Web-based and Voice Extensible Mark-up Kanisa6 analysis and statistics on both SIP workforce management agent and Language (VoiceXML). Depending Kanisa6 is a complete suite of cus- and RTP/RTCP messages. supervisor portal. It provides agents on the need, Omvia Voice Express tomer service applications that auto- and supervisors with anytime-any- applications can be used as applica- mate the problem resolution process GN Netcom Inc. where access to scheduling, track- tion templates, turn-key solutions, across all channels. Included in http://www.gnnetcom.com ing, exception planning and man- applications as a service (ASP), con- Kanisa6: Support Center; Support GN 8210 agement functions. With Monet figurable applications or developer Site; Site Search; and Expert The GN 8210 digital amplifier makes AnyWhere, agents and supervisors applications. Powered by Microsoft Forums. Kanisa6 delivers a com- enhancements to improve contact can log in from anywhere they are SQL Server, these applications also plete self-service application, as center communications and deliver well as an integrated platform that handling calls. Changes, requests

Subscribe FREE online at www.cismag.com CUSTOMER INTER@CTION Solutions® January 2005 49 ManagementMANAGEMENT SCOPE Scope and explanations are displayed to and integrates customer NEC Unified results efficiently and effectively; and the supervisor; the supervisor can interactions across all Solutions by using coaching and monitoring then take the proper action. Once online channels. By http://www.necuni- tools. the approvals/denials are granted, supplying a unified fiedsolutions.com Monet AnyWhere automatically customer history that Communications Noble Systems Corp. updates and changes current and provides a 360-degree Portal http://www.noblesys.com future schedules, then updating view of the customer — NEC Unified Solutions’ Noble IVR Concierge individual agents with alert mes- coupled with intelligent Communications Portal Noble IVR Concierge allows contact sages. Individual agents and super- routing and escalation capa- integrates all channels into centers to improve the customer visors have numerous optional bilities — this multichannel com- a unified, Web-accessible portal that experience for callers in the hold functions to effectively communi- munication solution facilitates hand- puts the individual back in control of queue through an integrated combi- cate, approve, decline and docu- offs between service channels, his or her own communications. All nation of custom messaging, IVR ment daily changes and exceptions enabling organizations to deliver contacts are simply and easily man- menus and ANI detection: compa- in the call center. seamless customer service and first- aged from a single Web-based nies can announce the average wait contact resolution. The hosted mod- application, reducing the complexity time for a caller on hold; the system Linktivity, a division of Inter-Tel ular application also offers a user- of handling multiple communication then offers the caller the opportunity http://www.linktivity.com friendly operator console and inte- forms. Designed to work seamlessly to hang up but to remain in the call WebDemo 4.0 grates with existing infrastructure. with Microsoft Exchange, queue. The system keeps the call in WebDemo 4.0, the latest version of The application is comprised of tech- Communications Portal provides the exact place “in line” that the Linktivity’s Web-based, real-time nology that supports and manages customers with a simpler toolset. It caller would be if he or she conferencing and collaboration e-mail, live chat and self-service. combines scheduling, collaboration, remained on hold. When the next software tool, is a premise solution agent is available, the system auto- Maximizer Software telephony, e-mail and multimedia that offers the following: SL sup- activities within a single application matically calls the customer. Also, port; dynamic CAST 128-bit http://www.maximizer.com to improve user efficiency and pro- callers can enter a different phone encryption; Web meeting desktop Maximizer Enterprise 8 ductivity while enhancing customer number for callback and can request icon launchers; Maximizer Enterprise 8 is a CRM satisfaction through greater commu- a specific date/time. Windows/LDAP/Active solution that helps small to medium- nications control. Directory/Radius Authentication; sized enterprises improve sales, Nortel Networks popup blockers compatibility; fast streamline marketing and enhance NICE Systems http://www.nortel.com and easy installation; multilan- customer service and support, while http://www.nice.com Symposium Call Center guage support; and full integration delivering the fast deployment and NICE Perform Server 5.0 and customization capability. affordability expected by small to NICE Perform helps organizations Nortel Symposium Call Center Linktivity’s on-premise Web confer- medium-sized enterprises. Highlights transform countless daily interac- Server 5.0 can help create a more encing and remote access and of the solution include workflow tions into business intelligence to effective virtual contact center that support solutions are installable automation; accounting integration; benefit every function in the enter- best supports a company’s cus- server software. advanced reporting and analytics prise. Some ways it delivers these tomers. Two new included capabili- capabilities; anti-spam and do-not- capabilities: by capturing multimedia ties: Longest Idle Agent, by which LivePerson call legislation compliance; and interactions; analyzing the captured “Find the longest idle agent” can be http://www.liveperson.com advanced Microsoft Outlook integra- content based on various specifica- defined three different ways so it can Timpani Contact Center tion. tions; presenting the analyzed be tailored, as defining the longest Timpani Contact Center streamlines idle agent is the agent who has

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Have you created an IP contact center product or service that is unique and superior to all other companies in this burgeoning field? It’s time to get the recognition you deserve. The IP Contact Center Technology Pioneer AwardTM is awarded to only a select few industry innovators who have created successful IP contact center products or services. This highly coveted award is an excellent way to show your prospective clients that you are the best in the field. Use this award in your marketing to differentiate your superior technology, and position your company as the industry leader in IP contact centers. The IP Contact Center Technology Pioneer AwardTM will be announced in the March issue of Customer Inter@ction Solutions®. Application Deadline: February 7, 2005 For Application Information Please Visit: www.tmcnet.com/ipaward/ ©2004 Technology Marketing Corporation. All Rights Reserved.

50 CUSTOMER INTER@CTION Solutions® January 2005 Subscribe FREE online at www.cismag.com ManagementMANAGEMENT SCOPE Scope been most idle since initial log-in based development envi- and self-service pro- face. It is a multithreaded, open that day (used to assure a balanced ronment. Included grams, and for deliv- standards-based, J2EE-compliant workload across the virtual environ- updates with Version ering customized solution that supports an array of ment); and average speed of 2: at-a-glance views; messages to queu- operating systems and database answer, by which to find the site with simplified navigation ing calls. Advanced products, and allows for easy migra- the shortest average speed of for designers and features include tion from other campaign manage- answer so as to assure calls are developers; application extensive reporting ment tools. answered most quickly. accelerators; drag-and- and silent monitoring drop design aids; and push- and call recording stan- SER Solutions, Inc. Nuance Communications button project documentation. dard at install. http://www.ser.com http://www.nuance.com CPS Enterprise Edition Nuance 8.5 PeopleSoft RightNow Technologies SER’s CPS Enterprise Edition (CPS Nuance 8.5 is the latest release of http://www.peoplesoft.com http://www.rightnow.com E2) is an enterprise solution that Nuance’s speech recognition soft- PeopleSoft Enterprise CRM 8.9 RightNow CRM 7.0 enables contact centers to manage ware. Optimized for key industries PeopleSoft Enterprise CRM 8.9 is RightNow CRM is comprised of their business strategies rather than and applications, Nuance 8.5 the most significant CRM release in three applications that have been their technology. Designed for large enables accurate, scalable and the company’s history. The newest built on a common base: RightNow contact centers with complex list easy-to-deploy voice automation release includes 15 new products, Service, a multichannel customer management or collections require- solutions. The updated software including a comprehensive service and support application; ments, CPS E2 offers real-time port- offers numerous advanced features PeopleSoft Partner Relationship RightNow Sales, a powerful sales folio management to provide holistic, and capabilities that enable engag- Management (PRM) suite; three new force automation application; and real-time management of call ing and easy-to-use applications. industry solutions – Revenue RightNow Marketing, a multichannel records, campaign strategies, agent For example, callers can speak Management, Student Lifecycle marketing automation application. profiles, work sessions and agent more freely and naturally when inter- Management and Wealth workflow. Included CPS E2 features: acting with voice automation solu- Management; and more than 700 salesforce.com dynamic record management; cam- tions, and voice systems can auto- new features and enhancements http://www.salesforce.com paign recycling and dynamic agent matically detect and adapt to the across PeopleSoft’s Service, Sales Supportforce.com reassignment; flexible contact strate- unique speech characteristics of a and Marketing suites. PeopleSoft Supportforce.com is an on-demand gies; robust scripting and reporting; broad customer base as well as of Prescriptive Analytics, an embedded customer service solution that collections management capabilities; individual callers. AccuBurst opti- decision engine, also comes with enables companies to deploy global soft dial capabilities; and VoIP func- mizes the system resources for this release. Included enhancements contact centers and help desks tionality. improved performance. with Version 8.9: 38 percent usability without software, thereby easily Siemens Communications, Inc. Nuasis Corporation improvement; 46 percent reduction managing and sharing customer in business task performance clicks; information. Supportforce.com can http://communications.usa. http://www.nuasis.com and 30 percent faster performance. be integrated with a company’s siemens.com Nuasis NuContact Center 2.0 existing contact center infrastructure HiPath ProCenter Agile Nuasis’ standards-based approach Plantronics, Inc with the sforce Telephony API HiPath ProCenter Agile is a feature- attempts to lower the cost structure (STAPI) toolkit. Supportforce.com rich contact center solution aimed at of cross-platform integrations. Also, http://www.plantronics.com Plantronics CS50-USB includes complete customer support small and medium-sized businesses, Nuasis’ Pure IP system can reduce and help desk functionality; knowl- or large enterprises with high-vol- the total cost both of ownership and The Plantronics CS50-USB wireless headset system brings mobility and edge management capabilities; Web ume call-handling departments. As a acquisition. The NuContact Center self-service; and performance met- comprehensive solution, Agile deliv- 2.0 release includes the following hands-free conversations to contact center coaches and supervisors. rics. Easily customized without pro- ers the following with ease: intelli- new capabilities and integrations: grammers, the application can also gent call routing; graphical reporting; SIP integration with third-party IVR; The wireless USB headset system provides remote ring detection and be used anywhere, with only a Web innovative productivity tools; and SIP-to-SIP transfer between browser. It includes language and presence-enhanced features for NuContact Center and a SIP-based call/answer end capability, with eight hours’ of talk time. The CS50-USB currency capabilities that enable both agents and managers. Siemens IVR without occupying additional multinational companies to use the has incorporated Team Lists, Team voice trunks; integration with third- provides wireless mobility anywhere in the contact center, up to 300 feet, application across their entire Bars and a “one-click collaboration” party fax applications; integration organization. feature to consult, conference and with third-party monitoring and alert without missing calls. Conversations are secure with digital 900MHz, and transfer to offer better presence applications; agent capacity increas- Salesnet, Inc. management and collaboration fea- es (500 agents per system across a noise-canceling microphone pro- vides clear communications. The http://www.salesnet.com tures. multiple locations); and CRM inte- Salesnet Advertising/Media gration. CS50-USB is compatible with most PC softphones. Sales Edition SoundBite Communications, Oncontact Software The Salesnet Advertising/Media Inc. http://www.oncontact.com Pro Tech Communications, Inc. Sales Edition, designed to effec- http://www.soundbite.com Client Management Software http://www.protechcommunica- tively manage low-margin business SoundBite 5.0 8.0 tions.com and high staff turnover, is a solu- SoundBite 5.0 is an on-demand cus- Client Management Software (CMS) Apollo Multimedia Amplifier tion fully adaptable to meet the tomer communications platform that 8.0, a CRM solution that automates The Apollo Multimedia Amplifier for industry’s unique selling environ- allows companies to instantly deliver sales, marketing and service areas contact centers utilizes noise sup- ment. This on-demand CRM solu- voice, e-mail and text messaging to of an organization, can be run in a pression and connective circuitry, tion designed specifically for customers via an ASP model, and Windows and/or Web environment. delivering the latest in circuit board Advertising/Media Sales industry empowers those customers to ClientNet and PartnerNet are technology. The desktop amplifier offers pre-built sales processes to respond immediately. As a Web- Oncontact Software’s audience-spe- was designed with call center train- guide selling best practices, hosted solution, SoundBite 5.0 pro- cific Web portals that enable compa- ing environments in mind. New fea- enabling sales to begin immediate- vides unlimited personalized calling nies to share information with all tures: conference mode to confer- ly. Instant insight into a business and e-mail capability; automated, business channels. CMS 8.0 builds ence over both the telephone and from pre-configured dashboards real-time access and management on the continued functionality of Internet call simultaneously; battery- and charts show deal performance of campaigns; high response rates; CMS, a completely customizable off mode for non-battery operation; and provide visibility into forecast, load balancing; answering machine CRM system that lets users manage easily accessible receive/transmit pipeline and business. detection; the ability to directly con- strategies from a single software volume controls; a separate headset nect with an agent; and short cam- suite. port for supervisor monitoring; a sep- SAS paign durations. Included new fea- arate mute control; a VOX back- http://www.sas.com tures for real-time execution and Pegasystems ground filter control; and a PC on/off SAS Marketing Automation 4 administration: OnDemand Blended http://www.pega.com switch for multimedia functions. SAS Marketing Automation 4 allows Suppression; OnDemand Enterprise PegaRULES Process users to rapidly create, modify and Support; and OnDemand Campaign Commander 4.2 Prosodie Interactive manage sophisticated, multichannel Management. PegaRULES Process Commander http:// www.prosodieinterac- marketing campaigns. Users can (PRPC) is a Java- and XML-based tive.com define target segments; prioritize SPIRIT enterprise platform that harnesses IT Prosodie Interactive’s Virtual selection rules; schedule and exe- http://www.spiritdsp.com/voip systems’ intelligence and processing ACD 2.0 cute campaigns; and perform TeamSpirit power into applications that stream- Prosodie Interactive’s Virtual ACD advanced analyses to predict the TeamSpirit is a multipoint VoIP plat- line key business processes. PRPC 2.0 service includes skills-based success of customer communica- form for large-scale applications is built for scale, performance and routing, multitenant functionality and tions. Built on the SAS Intelligence serving many users with different change, and includes the following live supervision displays. It comes Platform, SAS Marketing Automation network connections all over the features: built-in versioning; simple integrated with IVR for greeting includes robust, integrated analytics, world, and for enterprise collabora- rules creation forms oriented to busi- callers, for handling touch-tone and data management and business tion systems integrating VoIP with ness users; and a built-in, browser- speech recognition pre-qualification intelligence in an easy-to-use inter- corporate databases, business appli- Subscribe FREE online at www.cismag.com CUSTOMER INTER@CTION Solutions® January 2005 51 ManagementMANAGEMENT SCOPE Scope cations and groupware solutions. It multichannel interaction mented in 60 to 90 ULTRA IntelliCoach provides action- provides high-quality peer-to-peer management solution, days, increases the able intelligence needed to maxi- and multipoint IP conferencing, and enables contact center number of reachable mize agent performance and to build allows many people to talk simulta- and customer service applications from a world-class contact center team. neously without speech drops or agents to more easily tens to hundreds; With ULTRA IntelliCoach, supervi- breaks. TeamSpirit combines ensure that customers reduces misdirected sors can manage the entire agent SPIRIT’s proprietary speech tech- receive the optimum calls; shortens calls; evaluation, feedback, coaching and nologies for echo- and noise-free full level of service neces- and improves customer development process. From a single duplex conversation (RealDuplex) sary to resolve issues. satisfaction. application, supervisors can do the with the smart speech flow manage- Talisma NetAgent 6.6 is com- following: monitor interactions to ment, based on prosodic speech prised of three applications: Talisma Ulysses Learning evaluate agent performance; identify characteristics analysis (Multi- NetAgent Email; Talisma NetAgent http://www.ulysseslearning.com individual agent needs; leverage PASS). Chat; and Talisma NetAgent Phone. CallMentor Learning and existing content to deliver targeted There are more than 260 enhance- Performance System - 2004 training based on unique require- Stratasoft ments, including enabling agents to The 2004 version of Ulysses ments; create a library of Best http://www.stratasoft.com proactively engage Web site visitors Learning’s CallMentor Learning and Practice Clips based on recorded StrataSIP Web Agent using real-time text messaging. An Performance System features an interactions; and track training StrataSIP Web Agent is a VoIP- improved agent and supervisor inter- expanded learning and performance assignments and activities to ensure enabled softphone that uses SIP for face includes more powerful search improvement system. This includes proper follow-up. It also provides a use on the StrataDial call center capabilities, new real-time outbox Master Coach and Facilitator Supervisor Dashboard that enables software suite. StrataDial includes functionality and enhanced reporting. Certification, as well as an enhanced supervisors to perform many func- full support of remote call center Performance Diagnostic, which has tions. agents for processing both inbound Telephony@Work four unique assessments to fully and outbound (blended) calls. http://www.telephonyatwork.com align CallMentor to organizational Vertical Solutions, Inc. (VSI) Utilizing the latest advancements in CallCenter@nywhere 7.1 goals, priorities, practices and cul- http://www.vertsol.com VoIP and SIP, remote agents can be CallCenter@nywhere is a multime- ture. The CallMentor system is an PowerHelp Enterprise launched from anywhere in the dia IP contact center solution that intelligent blend of performance PowerHelp Enterprise is a complete- world. These remote call center adapts to changing business needs improvement methods that respond ly Web-based solution specifically agents appear as seamless mem- on-demand, empowering companies to contact center executives’ most designed to address both internal bers of the entire call center agent to provide world-class service on the challenging business needs, forming and external CRM needs of large pool and can be monitored, adjusted phone, fax and Internet, with the the foundation of frontline service, and small organizations. VSI offers a and activated exactly like agents ability to adapt any contact center sales and coaching development, or solution that enables users to pene- working in the call center — using technology or business practice in builds upon previous training to trate, retain and manage a multitude only a Windows-based PC, a high- real-time while sharing technology bring about a higher level of sales of growing business customers with speed Internet connection and a across locations on a multitenant and service performance and cus- value-added services. With USB headset. basis. Version 7.1 offers carrier- tomer loyalty. PowerHelp Enterprise, users can grade Web-services interfaces to manage any internal or external Symon Communications, Inc. Telephony@Work’s scalable service UniPress Software request for customer service, service http://www.symon.com provider offering, to enable these http://www.unipress.com desk, field service or sales and mar- Symon Enterprise Server service providers to easily and cost- FootPrints 6.5 keting group. Symon Enterprise Server (SES) is effectively create a unique look and FootPrints 6.5 is a Web-based serv- designed to improve collection, feel for their services and to embed ice desk tool for help desk and cus- Vocomo Corp. transformation and distribution of new technologies into legacy offer- tomer support automation. FootPrints http://www.vocomosoft.com both real-time and historical enter- ings and new devices. Version 7.1 supports Microsoft Windows VocomoVoice Response for prisewide key performance indica- also introduced the Flash client for 2003/2000/NT, Unix and Linux Web VoIP tors (KPIs) and other business intel- multimedia agents, which runs on servers and numerous databases. VocomoVoice Response for VoIP is ligence. Data silos are eliminated, any computer regardless of operat- FootPrints 6.5 is fully integrated with an open-standards VoIP IVR plat- and information is easily consolidat- ing system. a variety of tools for asset manage- form that allows businesses to effi- ed, aggregated, transformed and ment, live e-support, network securi- ciently deploy their customer service ready for use in a variety of presen- Telerx ty, telephony, sales automation and applications in a single IP-centric tation layers, including Web-based http://www.telerx.com more. Included new features: network. Intended for customer self- reporting with drill-down capability, Customer Connections FootPrints Customer eService portal; service and mid-sized call centers, agent scorecards, LED panels, plas- Telerx’s Customer Connections FootPrints Dynamic SQL Database Vocomo has launched a new gener- mas and TVs, workforce manage- helps merchants with locations Link; a full-service level management ation of IVR products that enable a ment tools and Symon’s alerting nationwide to deal with inconsistent module; an automated, customizable significantly lower total cost of own- and messaging solutions. Project in-store service levels using a cen- flashboard; stronger performance to ership. This advanced VoIP IVR management and implementation tralized toll-free number. It records manage large ticket volumes; and software, with support for VoiceXML, services assure that SES installa- calls and then red flags those that individual work schedules and agent SIP, H.323 and RTP, enables devel- tions are completed to customers’ require additional attention because availability matrix. opers to build flexible, scalable and specifications on time and within of their severity. cost-effective IVR applications. With budget. Owners/operators/store managers Unveil Technologies it, organizations can reduce costs, receive notification of escalated con- Syntellect http://www.unveil.com enhance productivity, improve cus- tacts via e-mail, outbound calls, Unveil Conversation Manager tomer service and simplify manage- http://www.syntellect.com wireless devices or store faxes. Unveil Conversation Manager is a ment as they move toward an IP- Store personnel access the cus- Continuum voice application management envi- centric communications model. tomer record via the Internet or an Previously released as Vista 5.0, a ronment that enables enterprise call IVR application using text-to-speech next-generation open-standards centers and outsourcers to rapidly technology to contact the customer VoiceGenie Technologies, Inc. speech and IVR enabled self-service build, deploy and maintain high per- in an attempt to resolve the severe http://ww.voicegenie.com platform and simultaneously integrat- formance speech applications. Its issue. A central repository for all NeXusPoint 6.4 ed with the advanced contact center value lies in the relative ease with customer contact information, NeXusPoint is a high-performance solution Interchange, Syntellect’s which customers can author sophis- Customer Connections generates VoiceXML platform that delivers a combined offerings were re- ticated speech systems to increase data for analysis, trending, reporting flexible infrastructure for developing launched as Continuum, offering automation rates, to improve caller and product/process improvement. and deploying DTMF (touch-tone) or speech-enabled and IVR touch-tone satisfaction and to reduce cost of points on the self-service side. speech-enabled applications. With a TuVox ownership. Conversation Manager feature-rich and robust architecture, Continuum also offers intelligently does not require specialized linguis- routed voice, e-mail and Web http://www.tuvox.com it facilitates speech application tic skills to develop speech gram- deployment for any type or size of inquiries with CTI/screen pop on the TuVox Perfect Router mars, and applications authored live-service side, as well as flexible TuVox’s Perfect Router is a natural business. Version 6.4 includes the using Conversation Manager can following new features: broader deployment options. Also offered is language speech-enabled call rout- automate most kinds of customer the ability to immediately pass cap- ing application that lets callers say operating support; enhanced report- transaction. Version 2 includes ing and monitoring features; tured self-service data via what they want and then routes enhancements that further reduce CTI/screen pop to an agent, should them to the right place — automated improved standards support; extend- speech development and tuning, ed ASR/TTS support; and an entirely a self-service inquiry escalate to live or live. Perfect Router replicates the add robust reporting capabilities and assistance. live agent experience, as callers open architecture. Platform perform- extend support for third-party ance offerings: low latency; high interact by simply saying what they VoiceXML platforms. Talisma want. Dynamic routing logic is then scalability; and high density. http://www.talisma.com used to determine the best way to Talisma NetAgent 6.6 handle each call based on a number Verint Systems VoiceLogger, Inc. Talisma NetAgent 6.6, an integrated of factors. The application, imple- http://www.verint.com http://www.voicelogger.com ULTRA IntelliCoach DigiVoiceXE 3.0 52 CUSTOMER INTER@CTION Solutions® January 2005 Subscribe FREE online at www.cismag.com ManagementMANAGEMENT SCOPE Scope

DigiVoiceXE 3.0 is the next genera- WebEx MediaTone call characteristics, server-managed contact lists. This is tion of VoiceLogger’s recording solu- Network. offers data visualiza- the first publicly available XCAP tion for contact centers, public safe- tion capabilities and server, and eyeBeam is the first ty, financial services and general has an easy-to-use endpoint to support XCAP. business. Included in the release is interface, enabling patent-pending screen logging, West Corporation users to pinpoint Zeacom, Inc which will offer companies the ability http://www.west.com and view interesting http://www.zeacom.com to log the screen activity of hundreds West at Home/Virtual or unusual contacts to of workstations simultaneously. An perform detailed analysis NEC Q-Master ACD NEC Q-Master is a multichannel additional enhancement includes West at Home is a remote agent and trending. The solution Flex Recording, designed to meet offers the following: a rapid visual contact center routing and reporting solution that removes the barriers solution developed for NEC Unified the performance-driven quality and limitations of traditional call cen- overview of large volumes of con- assurance monitoring needs of any tact recordings; the ability to identify Solutions in the Northern and Latin ter and home agent solutions. By uti- Americas. NEC Q-Master is an inte- contact center. DigiVoiceXE 3.0 also lizing a Virtual ACD (VACD) plat- areas of focus or concern visually includes enhancements to its split- based on user-defined business grated contact center solution that form, West can deliver calls and provides a broad range of functional- screen agent evaluation functionali- data to agents in remote facilities drivers; integration with eQuality ty, expanded system and administra- Balance/ContactStore/ContactStore ity and scalability at a competitive located anywhere in the world, price. NEC Q-Master organizes tive features, and additions to enabling companies to take advan- IP; color-coded interactions; and DigiVoiceXE’s user interface. parameter adjustment. incoming calls and media, on a sin- tage of a higher quality alternative to gle and centralized environment, offshore and to provide customers according to routing preferences WebEx Communications, Inc. with better service at a lower cost. Xten Networks predefined by the individual contact http://www.webex.com The VRU-based technology elimi- http://www.xten.com center. Also, the solution’s sophisti- WebEx SMARTtech nates geographical limitations on LiveEye – XCAP Server cated intelligent routing features WebEx SMARTtech enables IT help agent location. The technology can Based on open standards, LiveEye direct callers to the right agent every desks and technical support organi- be implemented on a managed or delivers server-side storage of IM time. NEC Q-Master is completely zations to remotely support and hosted basis. Benefits include buddy lists and provides an Events modular. manage multiple computers or POS increased call capacity at minimal Engine for centralized presence hardware — without a costly hard- costs; greater scalability, flexibility rules. It also provides a basic If you are interested in purchasing ware or software infrastructure. and reduced implementation times; Presence Agent server module as reprints of this article (in either Access is granted/easily deployed and faster call resolution. part of the eyeBeam 1.1 SDK. print or HTML format), please visit from or over a Web browser, any- Eyebeam introduces the following Reprint Management Services where in the world, regardless of Witness Systems SIP-based technologies: instant online at http://www.reprintbuyer.com most firewall restrictions: a technical http://www.witness.com messaging; contact-list manage- or contact a representative via e- support representative can work on eQuality Vision ment; privacy management; peer-to- mail at reprints@tmcnet. com or the system as if physically next to eQuality Vision helps contact center peer presence; server-based pres- by phone at 800-290-5460. the computer. Support organizations management search through cus- ence; server-managed contact lists; can benefit with reduced support tomer interactions, spotting trends, server-side contact list/privacy list For information and subscriptions, costs and with increased customer patterns and anomalies that can storage using WebDAV or XCAP; visit http://www.TMCnet.com satisfaction. WebEx SMARTtech is provide sales/service directors with server-side privacy management or call 203-852-6800. designed for security from the insight into their operational effec- using XCAP; and automatic updates ground up. It is built upon the tiveness. The solution retains all to contact lists, privacy lists and

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