2000年4月28日 CCNS新闻
CTI论坛编译
Interactive Intelligence 公司发布企业交互管理工具
Interactive Intelligence发布企业交互中心(EIC)商业版。EIC商业版是一种电子商业交互管理软件解决方案，主要应用对象是需要全方位自动通信服务的企业。包括电话呼叫和web交互服务。它可结合到企业现有的web应用中或应用于那些计划将来无缝的集成到web服务中的企业。
Interactive Intelligence Launches Enterprise Interaction Management
Interactive Intelligence announced the launch of the Enterprise
Interaction Center (EIC) Commerce Edition. The EIC Commerce Edition is
an e-business interaction management software solution for enterprises
wanting to automate all aspects of their communications including telephone
calls and web interactions. It's built for companies with an existing
web presence or those planning to seamlessly integrate web services in
the future.
Mercom发布新的CRM应用软件
Mercom系统公司公布了eView，一种新的通过因特网录音，存储和获得任意类型的客户交易记录的软件。类别包括email和会话记录。Mercom的eView可记录客户交互中心的计算机屏幕信息，存储这些信息作为后期评估、培训和确认。呼叫中心现在可在用户满意度、用户流失率、服务质量(QoS)方面进行记录、获得及评估所有email和会话处理结果。
Mercom Delivers New CRM Applications
Mercom Systems announced the introduction of eView, a new approach
to recording, storing and archiving any type of customer transaction,
via the Internet, including email and chat. Mercom's eView records customer
contact center computer screens and stores those recordings for evaluation,
training and confirmation purposes. In doing so, call centers can now
record, archive and evaluate all email and chat transactions resulting
in increased customer satisfaction, customer retention, and Qos.
Alltel为FirstMerit提供因特网银行产品和服务
Alltel宣布为FirstMerit公司的Akron和Ohio分部提供因特网银行软件产品和服务。银行将在今年晚期使用Alltel的呼叫中心解决方案。因特网银行和呼叫中心是Alltel提供的部分服务，使银行将因特网、呼叫中心、分支机构和核心数据处理操作集成到一起。系统提供集成的、实时的数据共享，使机构客户可通过个人计算机，电话和银行办事处获得完整的帐户信息和服务。
Alltel Provides Internet Banking Products and Services to FirstMerit
Alltel announced that it now provides FirstMerit Corporation of
Akron, Ohio, with Internet Banking software products and services. The
bank will implement Alltel's call center solution later this year. Internet
banking and call center functions are part of Alltel's Service Delivery
offering that enables banks to integrate the Internet, call center, branch
and core account processing operations. The system provides integrated,
real-time data sharing that allows an organization's customers to obtain
consistent account information and services from a customer's personal
computer or telephone or from a banking office.
朗讯授权Gold公司Vonetix服务器使用其IVR
Gold系统公司，一家为财富1000家商业公司提供自动自助服务解决方案的公司，与朗讯科技企业网络组织结盟，为朗讯提供扩展的国际化支持。Gold系统公司也将为朗讯公司的交互IVR系统提供Vonetix服务器。
Lucent Licenses Gold's Vonetix Server For Conversant IVR
Gold Systems, a provider of automated self-service solutions for Fortune
1000 businesses, has formed an alliance with Lucent Technologies Enterprise
Networks Group to provide expanded international support to Lucent. Gold
Systems also will supply its Vonetix server for Lucent's Conversant IVR
system.
在线消费超过70亿美元
Web购买者在今年的第一个季度，花费了大约70亿美元，数据来自于因特网研究公司Harris Interactive的调查结果。该公司调查了超过10万的Web用户。月在线购物人数增长了15%，从2330万美元增加到2680万美元。调查发现，在线购物直接导致另外138亿美元其他渠道的消费，包括通过电话和直接到商店购买。
Online Spending Over $7 Billion
Web shoppers spent about $7 billion in the first quarter, according
to a survey conducted by Internet research firm Harris Interactive Inc.
which polled more than 100,000 Web users. The prevalence of online buying
spread as the estimated number of monthly online buyers rose 15% to
26.8 million from 23.3 million. An additional $13.8 billion was spent
by phone and in stores as a result of online shopping, the survey found.
2000年4月27日新闻