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April 2006

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Nice Acquires IEX

April 28, 2006

NICE Systems this morning made an announcement that I, for one, didn't see coming: its acquisition of Texas-based IEX Corp. as well as performance management provider Performix. Ultimately, the combination of the companies should create a behemoth call center entity that provides all manner of recording, monitoring, workforce management and performance management in one package.

After I've had some time to digest the news, I will share some more thoughts with readers.

TES

PS: In an earlier version of this blog, I goofed and stated that NICE had bought Blue Pumpkin, when in fact that was Witness Systems. That's what you get for blogging before you have had your second cup of coffee. Thanks to the reader who pointed that out.

Posted in Call Center CRM

Customer Service E-mails

April 24, 2006

I just sent a query to my credit card company via their Web site asking about their surcharges on transactions made in foreign countries (I'll be going on vacation this spring.) I've used this method before. When an agent answers my question, I get a notification to log into my account and view the response.

It used to annoy me that so many telecom and financial services companies no longer make their phone numbers easy to find.

Posted in Call Center CRM
1 Comments

The Song Tapper

April 20, 2006

Unfortunately, last night I discovered the Web site www.songtapper.com. I'm probably the last person to find this site, but in case you haven't heard of it, here's how it works. If you know a song's melody but don't know the artist, you can access this site and actually "tap" the tune out on the space bar. The Song Tapper then searches its database of songs and returns a list of results in order of probability.

I found that it listed my song as its number one result two of three times I tried it.

Like we all needed a new site to waste time and provide mild amusement...

TES

Feedback On Credit Card Piece

April 13, 2006

I've gotten some comment on my article of yesterday, Someone Needs To Put A Leash On Credit Card Issuers. Here is one:

Tracey;

Kudos! I just read your article, "Someone Needs To Put A Leash On Credit Card Issuers." You're right on target, of course, but there's even more!

Posted in E-Business
1 Comments

Salesforce.com Acquires Sendia

April 12, 2006

Salesforce.com today announced that it will begin directly offering what it calls the next generation of mobile applications with AppExchange Mobile, through the company's acquisition of Sendia Corporation for $15 million in cash. Salesforce.com will be able to combine its AppExchange on-demand platform with existing mobile technology from Sendia and "mobile-enable" more than 60 on-demand applications that are currently available on the AppExchange, according to the company. Using AppExchange Mobile, all current and future AppExchange partners will be able to quickly and easily extend their on-demand applications to any mobile device with no extra development cost or complexity. TES
Posted in Call Center CRM

Google My Pizza

April 7, 2006

As often happens on Friday, I'm too tired to cook. The very thought of making even�toast right now exhausts me. While I'm normally an avid cook, I am less than inspired to start experimenting in the kitchen tonight. The sum total of my kitchen equipment manipulation will be to acquire a beer out of the fridge upon entering my house.

Posted in E-Business

Skills-Based Routing

April 6, 2006

Learning what it takes to do skills-based routing well is like learning to do your taxes with flair: it's a skill that will forever more serve you well. TMC is pleased to be offering a Skills-Based Routing Webinar, in conjunction with IEX Corp.

Please put it on your calendar for June 15th at 2:00pm EST and stay in tune for more information.

TES

 

Posted in Call Center CRM

Patents Gone Wild?

April 5, 2006

Former CIS editor David Butcher spotted my article on the Netflix versus Blockbuster patent hoo-ha today, and sent me a wonderful tidbit of information...that someone has actually patented the childhood "string phone" concept. To think...how much money do our former seven-year-old selves own the patent holders?

United States Patent 4,195,707
Kupperman, et al. April 1, 1980

Posted in E-Business

Snow

April 5, 2006

Anyone who believes that "March comes in like a lion and goes out like a lamb" doesn't live in New England. Woke up this morning to snow on the ground...April 5th. As far as I can see, March comes in like a lion and goes out like a lion, then April comes in like a lion and lets the lamb wander about periodically, but never lets us forget that the lion is still boss, at least until June 1st, at which time the lion turns the whole show over to the fire-breathing dragon from hell.

TES

Aspect Is Now Complete

April 4, 2006

...in its full circle of contact center product offerings. The company announced today it has acquired a call recording/monitoring/quality management solution from Illinois-based SophistiCom Technologies. This company will now be very, very hard to beat in the call center space. The full article is here: http://www.tmcnet.com/channels/contact-center-products/articles/883-aspect-acquires-last-puzzle-piece-call-recording.htm

TES

Posted in Call Center CRM

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