2000年5月11日 CCNS新闻
CTI论坛编译
Vast支持Siebel电子商务
Vast Solutions公司，无线网络解决方案提供商，宣布支持Siebel 2000, Siebel 2000是Siebel系统公司电子商务应用软件产品中的成员。
Vast Supports Siebel eBusiness
Vast Solutions, a wireless network solutions provider, announced its support
for Siebel eBusiness 2000, the family of eBusiness applications software
available from Siebel Systems.
Telstra与ITXC签署IP电话协议
ITXC和澳大利亚电信公司Telstra已经签署了一项互通协议，交换因特网电话话务流。Telstra成为第20家接入ITXC.net的电信部门，ITXC.net是一个全球性的因特网语音基础结构。Telstra在其产品中增加IP电话可以将服务扩大到全球的市场。ITXC通过ITXC.net传送电话到电话和web到电话话务流，采用最优价值路由（BestValue
Routing)技术（语音话务管理技术）控制因特网呼叫的质量。
Telstra Signs With ITXC For IP Telephony
ITXC and Australia抯 carrier, Telstra, have signed an interconnect agreement
for the exchange of Internet telephony traffic. Telstra becomes the twelfth
PTT to connect to ITXC.net, ITXC抯 global infrastructure for voice on the
Internet. Including Internet telephony in its product mix allows Telstra
to service emerging requirements of the global wholesale market. ITXC
routes phone-to-phone and web-to-phone traffic over ITXC.net and controls
the quality of Internet calls by using BestValue Routing, its voice traffic
management technology.
Convergys增强CRM功能
Convergys公司宣布通过增加一个新的eCRM商业单元扩展它的CRM系统，主要为客户提供具有所有联系方式的web驱动客户关系管理解决方案。eCRM商业单元使Convergys的39个呼叫中心变为集成的，全web驱动的，多通道联系中心，通过战略合作伙伴得到解析的eCRM的技术发展，获得和实现最优秀的技术。
Convergys Enhances CRM
Convergys Corporation announced the expansion of its CRM offerings with
a new eCRM Business Unit focused exclusively on bringing web-enabled customer
relationship management solutions to its clients at all points of contact.
The eCRM business unit is responsible for the evolution of Convergys'
39 call centers into integrated, fully web-enabled, multichannel contact
centers and the technical development of analytic eCRM through strategic
partnerships, and the acquisition and implementation of best-of-breed
technologies.
报告：公共事业没有充分利用因特网为客户联系服务
根据E Source的一个报告，今天，尽管大约2/3的公共事业呼叫，包括事务处理，可以通过web处理，但在公共事业行业只有0.1%到1.0%的客户关照联系通过因特网处理。根据从CSR（呼叫话务员）呼叫到IVR呼叫转移的速度，E
Source相信，如果公共事业发展和持续支持集成客户关照策略，并且将利用因特网与公共事业部门进行商务活动的客户作为发展目标，在未来的5年内，公共事业的呼叫中心话务量将有10%到30%转移到因特网上。
Report: Utilities Underusing Internet For Customer Contact
According to a repot from E Source, only 0.1 to 1.0 percent of customer
care contacts in the utility industry are handled today via the Internet,
even though roughly two-thirds of calls to a utility involve transactions
that could be handled via the Web. Based on the pace of the shift from
CSR calls to IVR calls, E Source believes that utilities could shift 10
to 30 percent of their call center traffic to Internet channels over a
five-year period if they develop and consistently support an integrated
customer care strategy and if they target those Internet-enabled customers
who do business with utilities.
Brightware和Grey Direct合作提供整套电子营销方案
Brightware同Grey Direct合作组成BrightTouch; 共同提供和应用在线电子销售，电子服务和电子营销。BrightTouch代表一套解决方案，包括从策略，设计，复制，到分析的所有部分，可以从成熟的技术中获益。
Brightware, Grey Direct Partnering For Turnkey eMarketing
Brightware is partnering with Grey Direct to form BrightTouch; a collaborative
effort to deliver and operate eSales, eService and eMarketing experiences
online. BrightTouch represents a turnkey solution including everything
from strategy to design to copy to analysis with the integrated benefits
of a proven technology.
2000年5月10日新闻