Archive | March, 2011

Syntellect to Release Version 8.0 of Award Winning CIM Solution

Syntellect, Inc., an industry leader in contact center and self-service technology, today announced the upcoming release of Syntellect Customer Interaction Management (CIM) version 8.0 from its award winning line of customer interaction solutions. Syntellect CIM version 8.0 includes a number of new product enhancements, including: * New auditing feature helps ensure compliance and logs a [...]

Continue Reading

Faces of Telrex: Meet Amy Holcomb

Amy Holcomb is Telrex’s sales administrator, supporting the worldwide sales and support teams. From coordinating new license orders for existing customers to facilitating maintenance renewals, Amy is a valuable member of the team. Amy also schedules all installation services, keeping customers and resellers ‘in the loop’ about processes and key milestones in the project plan.

Continue Reading

Arc Solutions Launches Call Recording at Cisco Live, Melbourne

Today, Arc Solutions launched Arc Call Recording for the Asia Pacific region at Cisco Live Melbourne. Cisco Live Melbourne runs from March 29th through April 1st at the Melbourne Convention and Exhibition Centre, and Arc Solutions will be demonstrating the Arc product portfolio in booth WE15. Companies throughout Asia Pacific can take advantage of Arc [...]

Continue Reading

Does it get better with age? It should!

I’m always fascinated by the number of companies who “set it and forget it” when it comes to their IVR systems.  For many of these companies, the IVR is the only piece of technology that touches every customer.  Yet, somehow it becomes a forgotten system. I can’t tell you how many IVR systems I’ve seen [...]

Continue Reading

Five For Friday: Customer Service Inspiration

Happy Friday! This week, I have been inspired by a few different posts, detailing how the voice of the customer helped a company gain and retain customers, as well as how delegation and employee empowerment make a difference in companies. Here are the articles that inspired me this week: On the Business is Personal blog, [...]

Continue Reading

“Mistakes Were Made…”

A former President of the United States once said “Mistakes were made.” Don’t worry, this isn’t a political blog. “Mistakes were made” is a famous example of writing or speaking in the passive voice. He did not say “They made mistakes” or “We made mistakes.” He said simply “Mistakes were made.”

While passive voice may have its place in the world of objective journalism, politics and scientific publication, when we use this form of writing or speaking in everyday conversation, it generally sounds odd and begs answers to questions.

Continue Reading

How Are You Using Customer Conversations?

Your company’s everyday telephone conversations can be a treasure-trove of business information and training opportunities. If you’re using call recording software to capture conversations, you’re on the right path to tapping the information within each call. There are many different ways that you can leverage your daily customer interactions, including: Create a call library that highlights [...]

Continue Reading

“Take a bite out of bugs before they take a bite out of you!”

So what do bed bugs have to do with IVR technologies? Well, in the world of Interactive Voice Response (IVR) software development, we talk about “bugs” as errors in the code. And if your organization is in the business of writing IVR applications, it has undoubtedly experienced being bitten by “application bugs.” And like bed bugs, unless you proactively look for them, you might not know they’re there, they are usually hard to find, and once you have them, it is not cheap to get rid of them.

Continue Reading

Case Study: The Critical National Infrastructure Authority (CNIA)

The Critical National Infrastructure Authority (CNIA) is the government authority tasked with the protection and security of Abu Dhabi’s vital assets and infrastructure. Working with the Abu Dhabi Executive Council, CNIA helps develop and implement security and regulatory policies to ensure the protection of Abu Dhabi’s infrastructure and promote economic stability. CNIA employs over 4,000 [...]

Continue Reading

Partner Community Council Spring Conference

Will you be attending the Partner Community Council Spring Conference in Greenville, South Carolina? Be sure to say hello to the Datapulse staff while you are at the event! Each quarter, over 300 members come together with Avaya for interactive sessions, committee meetings, and presentations on Avaya products, services, training, and operations. The event will [...]

Continue Reading