14 result(s) displayed for call center (1 - 14 of 14):

Fonality's trixbox Pro Unified Agent Edition integrates with Salesforce.com

Fonality's trixbox Unified Agent Edition (UAE) can automatically match all inbound and outbound calls with the corresponding record in salesforce.com's AppExchange, and call data is captured and logged eliminating manual entry. This is a big step for Fonality in taking...

Posted on September 5, 2008 9:23 AM

OnState, the Skype Call Center functionality Enabler, Used by B4 Consulting

I always find it fascinating to read about companies that take standard Skype and add additional features that make it a great solution for various business processes beyond just VoIP. One such company is OnState, the creator of OnState ACD...

Posted on April 30, 2008 12:00 AM

Microsoft & Aspect Software Partner on Unified Communications

Today, the Microsoft Unified Communications Group announced a a multi-year strategic alliance with Aspect Software to help deliver unified communications to contact centers. Aspect Software is considered one of the leading players in the contact center space, so this is...

Posted on March 18, 2008 12:37 PM

OnState Mashup of Skype & Zimbra

Tomorrow, OnState will announce a mash-up of Zimbra and Skype. OnState is the creator of OnState ACD for Skype, which essentially adds ACD & call center functionality to Skype. Zimbra is a popular open source server and client software for...

Posted on February 11, 2008 5:43 PM

QueueMetrics launches new features

QueueMetrics is a popular call center monitoring application that works with the Asterisk IP-PBX and featuring over 150 quantitative metrics to see what is happening in your call center(s). Some of its main features include the ability to view a...

Posted on December 6, 2007 11:42 AM

Web-based GUI comes to Frontrange HEAT

Users of the popular Frontrange HEAT software, a help-desk service & support CRM solution, have been clamoring for a web-based front-end interface for some time. Well, NetworkD informs me through blood, sweat, and tears they've added an HTML interface to...

Posted on September 18, 2007 9:43 AM

Fonality PBXtra Call Center Edition released

Fonality today released their latest version of PBXtra Call Center Edition v3.5, an Asterisk-based IP-PBX, and added some interesting new call center features. For instance, PBXtra Call Center Edition has a new feature that lets remote call center agent's receive...

Posted on February 21, 2007 12:00 AM

TMC Celebrates 25 years

TMC recently celebrated it's 35th anniversary, a technology-focused publishing and events company that was founded in 1972. In June 1982, TMC launched the world's 1st magazine focused exclusively on call center technology and it just recently celebrated its 25th year...

Posted on August 7, 2006 2:26 PM

MBNA call center agent training - what not to do

I was playing my voice messages and apparently an MBNA call center agent was trying to "upsell" me on my MBNA account. I know this because the call center agent didn't realize my voicemail picked up, she forgot to hang...

Posted on March 14, 2006 5:16 PM

Goldmine 7.0

GoldMine 7.0 has just been released by FrontRange. Of note, GoldMine 7.0 is more tightly integrated with the VoIP software that FrontRange now offers, for call center operations. TMC uses Goldmine 6.7 for its internal sales database, guess it's time...

Posted on November 16, 2005 1:10 PM

Cincom Synchrony meeting in 10

I have a meeting with Cincom to check out and review their Synchrony product (call center CRM product) in about 10 minutes, so this will be my only morning blog. I'll blog more after lunch....

Posted on October 18, 2005 9:48 AM

Siemens and Genesys integrate and support SIP

Boy, all this talk about P2P VoIP, Skype, Google Talk, Vonage, etc., you'd think VoIP were only a consumer play. Well, here's some big news about a VoIP solution for the enterprise, specifically the lucrative call center market from two...

Posted on September 19, 2005 12:56 PM

Why TMC is the best news source for VoIP and call center news

I was reading Rich Tehrani's blog and came across some interesting insights on Comdial, its recent purchase by Vertical, and some historical perspectives put forth by Rich that really got me thinking about the history of telephony and how TMC...

Posted on September 6, 2005 4:30 PM

eStara VoIP-based Track The Call Service

Today, eStara will be launching their TrackTheCall website. I discussed eStara's "track the call" VoIP service back in April, where I explained that it is a SME solution that enables SMEs to use web advertising and still convert using the...

Posted on August 15, 2005 10:47 AM