Call Centre Helper

Lucent Technologies Announces Hosted Call Centre Functionality in Sydney Global Network Operations Center
Lucent Technologies today announced the opening of its state-of-the-art Customer Contact Center (CCC) located within its Global Network Operations Centre (GNOC) in North Ryde, Sydney. Lucent also announced that Macquarie Telecom, a leading supplier of Information and Communications Technology (ICT) solutions to the […]

Norwich Union Life Selects Autonomy to Maintain Competitive Edge
Autonomy has been awarded a contract by Norwich Union Life, the largest provider of life, pensions and long-term financial services in the UK. Autonomy will supply Norwich Union Life’s Sales and Marketing Department with the technology to leverage the greatest value from its market and competitor information. […]

Microsoft Office Live Communications Server to enable presence and collaboration capabilities through voice, email, web-chat and fax via Mitel’s Contact Centre Solution
Mitel has announced the integration of Mitel’s Contact Centre Solution with Microsoft Office Live Communications Server 2005 and Microsoft Office Communicator 2005 to deliver telephony and multimedia presence and collaboration capability to call […]

Genesys Telecommunications Laboratories, an Alcatel company, announced today that market research firm Gartner, Inc. has named Genesys the 2003 worldwide leader for voice portal port shipments in its report entitled “Market Share: Voice Response Systems, Worldwide, 2003.” According to the report, Genesys has a worldwide market share of 13.0 percent.
Genesys also achieved the highest port […]

Research and Markets has announced the addition of The Future Of Call Centre Outsourcing In India And The Philippines to their offering.
Mainstream adoption of offshoring from the USA and UK lies just around the corner, which means the call centre markets of India and the Philippines are set to see further expansion through 2009. Almost […]

Call Centres: Only 21% of Calls Lead to Cross-Sell and Up-Sell Opportunities
While companies frequently move call centre operations off-shore for better cost-savings, they routinely neglect the fact that only 21% of customer contacts lead to cross- sell and up-sell opportunities — the true measure of a call centre’s effectiveness.
American corporations, especially in the financial […]

eLoyalty Corporation, a management consulting, systems integration, and managed services company, today announced the signing of a master framework agreement that covers all professional services provided to Vodafone Ireland by eLoyalty.
Under this contract, Vodafone Ireland has committed to engage eLoyalty to perform a significant volume of professional services over the next two years. This component […]

AOL Europe Improves Customer Service Using Avaya Converged Technology
More than 2,500 AOL employees to use Avaya IP telephony solutions
Avaya has announced that AOL Europe, the European business unit of America Online, Inc., the world’s leading interactive services company with more than 29 million members globally, has awarded Avaya a contract to provide three […]

More than 2,500 AOL employees to use Avaya IP telephony solutions
AOL Europe, the European business unit of America Online, Inc., the world’s leading interactive services company with more than 29 million members globally, has awarded Avaya a contract to provide three call centres covering fourteen locations with IP telephony. These new IP contact centres […]

Nexidia, the only provider of a phonetics-based solution for audio mining and speech analytics, announced today that Customer Interaction Solutions magazine has selected the company’s NEXminer Enterprise product as the recipient of a 2005 Speech Technology Excellence Award; additionally, Nexidia was honored with an IP Contact Center Technology Pioneer Award.
The Speech Technology Excellence Award recognizes […]

Wins 6 of 10 ContactCenterWorld.com Awards
SITEL has won six of the top ten ContactCenterWorld.com annual inbound contact centre outsourcer awards for 2004. The awards recognize size and diversification of contact centers in North America, South America, Europe, Middle East and Africa, and Asia Pacific.
SITEL was named top inbound outsource provider based on number of […]