CRM News and Resources

Aptela, the leading provider of Internet-based communications technology, has unveiled its enhanced communications service offering, a powerful VoIP service with call center functionality. The service, called Aptela Dispatch, is an automated call distribution (ACD) service that allows business customers to recognize, answer and route incoming calls, enabling powerful real-time communications for sales and support team [...]

Empirix(R) Inc., which helps organizations adopt complex communications solutions with confidence, launched the first quality assurance solution for contact center call-recording systems. OneSight for Call Recorder Assurance proactively identifies failed or degraded call recording, logging and call archival while providing measurements for recorded call quality. Contact centers, particularly in the financial services market, can now [...]

newScale(R), Inc., the market leader in IT Service Catalog and Service Portfolio Management software solutions, today announced the general availability of newScale RequestCenter(R) 2006. This latest release of the most widely used Service Catalog solution improves IT service delivery effectiveness, enhances IT compliance with regulatory requirements, and drives greater end user satisfaction.
“The service catalog is [...]

With the Internet protocol (IP)-based contact centers poised to take over, the interaction customer relationship management (ICRM) market is on the threshold of a new trend.
Enterprises are reaching the end of their product lifecycle in the Asia Pacific markets, and hence, replacements of existing applications such as automatic call distributor (ACD) with IP-ACD solutions have gained priority.

Spurred by increasing customer demand, the call center industry is moving away from a phone-centric communication model towards a multi-channel CRM strategy:
In a multi-channel communication model, the customer can place his enquiries with the company through phone, web, e-mail, chat, fax and VoIP. Call centres are moving towards an integrated multi-channel CRM from a [...]