2000年6月13日 CCNS新闻

CTI论坛翻译

Primus升级eCRM Email工具

Primus宣布，升级他的帮助服务和email管理软件，Primus Interchange 1.1（Primus交换），并且加入一个附加产品Primus Interchange Chat(聊天)。Primus Interchange Chat为Primus eCRM套件增加了具有完全功能的Java和HTML聊天能力，包括从企业到客户的直接网页推送能力，并且，在呼叫中心业务代表和客户对话期间，可查看客户历史记录的完整视图。

Primus Updates eCRM Email Tools

Primus announced an upgrade of its assisted service and email management software, Primus Interchange 1.1, and introduced Primus Interchange Chat, an add-on product. Primus Interchange Chat adds full featured Java and HTML chat capabilities to the Primus eCRM suite, including the ability to directly push Web pages from business to customers and make a completely integrated view of the customer history available to the call center representative (CSR) during the chat session.

Innofone宣布Web上的语音商业解决方案

Inofone.com计划发布InnoButton，一个具有web能力和虚拟呼叫中心解决方案，它使用户可以通过因特网直接和公司的业务代表对话。点击InnoButton图标可以告诉客户，该网站具有语音能力。再一次点击，自动拨一个预选的到公司的呼叫中心的号码，不需要任何拨号或查询。呼叫将转为传统电话呼叫，转送到可位于任何地点的公司的呼叫中心。

Innofone Announces Voice-Over Web Business Solution

Innofone.com plans to launch InnoButton, a web-enabled and virtual call center solution which allows users to speak directly over the Internet with a company's live representative. Clicking on the InnoButton icon tells customers that a site is voice-enabled. Another click automatically dials a pre-selected number that has been assigned to the company's call center, there's nothing to dial or look up. The call is then converted into a traditional telephone call that is routed to a company's call center anywhere in the world.

在泰国签署分发Davox技术的协议

Davox说，他已经与Teledata国际公司签署了一个分发协议，teledata国际是一家在亚太区提供基础通信网络的公司。合作协议授权Teledata分发Davox的呼入型，呼出型和混合型客户联系解决方案，Davox公司Ensemble客户联系套件的所有关键部分。Davox说，根据datamonitor资料，在亚太地区呼叫中心软件市场增长将超过3倍，从1999年的$1.5亿到2003年的$5.6亿。全球寻找提供远程帮助台和客户服务支持的公司都被吸引到这个市场来，因为这里能够提供具有竞争力和具有技能的劳动力。与Teledata的关系将帮助Davox在泰国现有的客户基础上建造系统。

Agreement to Distribute Davox Technology in Thailand

Davox says it has signed a distribution agreement with Teledata International, an infrastructure communications network specialist in the Asia-Pacific region. The partnership authorizes Teledata to distribute Davox's inbound, outbound, and blended customer contact solutions ,all key components of Davox's Ensemble customer contact suite. Davox says that according to Datamonitor, the Asia-Pacific market for call center software is set to grow more than threefold, from $155m in 1999 to $560m in 2003. Global companies looking to provide remote help desk and customer service support are attracted to the country because of its skilled workforce at a competitive price. The relationship with Teledata will help Davox build on its existing customer base in Thailand.

报告：欧洲呼叫中心“起飞”

由于因特网电子商务的爆炸性发展和因特网使用人数的迅速增加，欧洲基于web的呼叫中心市场增长强劲，为众多的web技术供应商提供了过剩的机会。根据Frost & Sullivan将在本周稍后发布的报告，欧洲呼叫中心的数量将“起飞”，从1999年的12,750到2006年的28，289。公司的最新研究报告分析了现在大量的供应商。主要是大型，已确定的提供呼叫中心解决方案的制造商。

Report: Euro Call Centers "Soaring"

Growth in the European web based call center market has been helped by the explosion of interest in e-commerce and the surge in internet usage, unleashing a plethora of opportunities for the numerous vendors of web enabled technologies. According to Frost & Sullivan's prognosis released this week, the number of call centers in Europe will "soar" from 12,750 in 1999 to 28,289 in 2006. The company's latest study analyses the current spate of acquisitions of vendors by the larger, more established manufacturers who are aiming to provide a complete solution.

Bancomer选择Aspect CRM

Aspect通信公司宣布，Bancomer，墨西哥领先的商业和零售银行机构，已经选择了Aspect客户关系门户软件，结合北电呼叫中心硬件和Siebel应用软件到中心控制的下一代eCRM解决方案中。Bancomer, 在电子银行领域革命性的领导地位已经得到公认，20万客户通过因特网可以访问他的所有产品。Aspect为数家银行服务公司提供eCRM解决方案，包括蒙特利尔银行和 Bank United 公司。

Aspect CRM Selected By Bancomer

Aspect Communications announced that Bancomer, one of the leading commercial and retail banking institutions in Mexico, has selected Aspect Customer Relationship Portal software to work with its Nortel Call Center hardware and Siebel applications into a centrally managed next-generation eCRM solution. Bancomer, already recognized for its revolutionary leadership in eBanking, provides 200,000 clients with access to all of its products over the Internet. Aspect provides eCRM solutions for a number of financial service companies, including Bank of Montreal and Bank United Corp.

E-talk Performance系统提供预定学习

E-talk公司和Knowlagent已经组成一个联盟，为客户提供全业务CRM解决方案套件。合作将使客户在不影响呼叫量和劳动生产力的前提下，培训和评估业务代表，极大的降低了业务代表的停工时间，呼叫中心的管理人员可以客观的测试信息保持力。在这一协议的条款下，e-talk将为Knowlagent的KnowDev 5.0提供完整解决方案，作为e-talk Performance系统的补偿。

E-talk Performance System to Offer Scheduled Learning

E-talk Corporation and Knowlagent have formed an alliance to provide clients with a full-service suite of CRM solutions. The partnership will give clients the ability to provide agents training and evaluations without detracting from call volume and work productivity, greatly reducing agent downtime and allowing contact center managers to objectively measure information retention. Under the terms of this agreement, e-talk will offer Knowlagent's KnowDev 5.0 turnkey solution as a complement to the e-talk Performance System.

 

2000年6月12日新闻<