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Call Center Industry News |
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| Archive: December-2002 (12-2002) | <-Current |
| 20-Dec-2002 |
ADVISORY/2003 Call Center Las Vegas Conference and Expo Offers Free Registration to Qualified Media
Feb. 10-13, 2003 -- Expo and Conference |
| 20-Dec-2002 |
Patent - 6,389,028: Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center
...connects the user to the facility for monitoring communication status |
| 20-Dec-2002 |
Patent - 6,490,350: Monitoring system for telephony resources in a call center
...to gather statistics about the calling activity of the agents. These statistics are forwarded to a client program run on a workstation or other type of computer system. |
| 19-Dec-2002 |
Cable Modems Using Broadcom's TurboQAM(TM) BCM3348 Integrated Chip Achieve DOCSIS(TM) 2.0 Certification from CableLabs(R)
Broadcom Customers Receive DOCSIS 2.0 Certification in Wave 24 |
| 18-Dec-2002 |
Patent - 6,480,601: Voice and data transfer from outbound dialing to inbound ACD queue
The outbound and inbound call platforms are separate hardware platforms connected to a controlling device using computer telephone integration (CTI) links and connected together using one or more communication paths, such as trunks or T1 lines. |
| 18-Dec-2002 |
Patent ISSUED - 6,466,664: Time slot based call pacing method and apparatus
...based upon mathematical probability models and provides more accuracy in the dialing of outgoing telephone calls from a call center by taking into account a multi-dimensional probabilistic model as is described |
| 18-Dec-2002 |
Aspect Communications' IP Contact Suite Wins Internet Telephony Magazine's Prestigious Product-of-the-Year Award for Vision, Leadership and Innovation
``We're committed to helping customers accommodate IP in their contact centers at the pace that is best suited for their businesses'' |
| 12-Dec-2002 |
Utilities Slowly Migrate More Customers To Internet-Based Customer Service Options, New Chartwell Study Finds
...a sign that utilities are beginning to see success in their efforts to steer customers to the Internet |
| 11-Dec-2002 |
IBM Launches New Integration Services For IP Telephony Networks
Named Number One In Network Consulting And Integration Services By Leading Marketing Intelligence Firm, IBM Moves To Capture Emerging IP Convergence Market |
| 11-Dec-2002 |
NIQ: After a long winter, innovation picks up...
News In Queue Summary - Impressions and comments |
| 10-Dec-2002 |
Apropos Technology Receives Patent on Universal Queuing Concepts
...the blending of communications originating as inbound and outbound telephone calls, e-mails, web chat/collaborations, faxes or any other communication type |
| 09-Dec-2002 |
Oki Semiconductor Announces First Low Cost Speech CODEC with Specific Combination of Speech Coding and Telephony Functions
New Product Ideally Suited as Analog Front End for VoIP Applications |
| 09-Dec-2002 |
Expand Launches ``Instant QoS'' Capabilities
QoS Finds ROI When Combined With Expanded WAN Capacity From Accelerators |
| 09-Dec-2002 |
Aspect Communications Extends the Contact Center Across Hybrid Networks And All Enterprise Knowledge Workers
Newest IP Contact Suite Breaks Traditional Integration Barriers with Web Services and Expands the Business Reach of the Contact Center |
| 05-Dec-2002 |
Nexus Energy Software Implements Web-Based Customer Relationship Management Applications for 10 More Utilities
Applications Help Enhance Customer Communications and Drive Customer Satisfaction |
| 04-Dec-2002 |
Broadcom Unveils BroadVoice(TM), a Breakthrough Broadband Telephony Solution
New Two-Line Voice over Internet Protocol (VoIP) Solution Provides Near CD Sound Quality through POTS-Based Equipment and Uses 50 Percent Less Bandwidth than Existing Solutions |
| 02-Dec-2002 |
Speech Applications to Boost Carrier and Enterprise Solution Provider Revenues
...speech recognition, text-to-speech and speaker verification technologies. As value-added services, these applications have the potential to boost customer retention, profit margins... |
| 02-Dec-2002 |
Nortel Networks and Stratus Technologies Launch Fault-Tolerant Call Center Solution
Highly-Available, Windows-Compatible Symposium Call Center Server |
| 02-Dec-2002 |
Logica And Digitel Earn Top CRM Implementation Status Awarded By Aberdeen Group
Latest report from Aberdeen Group places Digitel's CRM solution from Logica amongst the top ten CRM implementations in the world |