2000年5月26日 CCNS新闻

CTI论坛编译

IBM日本公司和NTT-ME合作推销Comverse产品

Comverse Infosys公司说，它已经与IBM日本公司和NTT-ME达成一项协议，向日本的呼叫中心联合推销Comverse Infosys智能记录解决方案，并提供支持。NTT-ME，Comverse在日本的分销商，将与IBM日本公司一起提供呼叫中心解决方案，包括与IBM的CorePoint客户关系管理解决方案集成的数字记录和监控应用系统。IBM日本公司将Comverse Infosys的ULTRA作为他的战略记录平台，用于完成业务代表评估和培训的质量监视，获取客户经验和检查交易，这一解决方案将通过IBM在日本的经销渠道进行销售。

IBM Japan & NTT-ME Partner To Market Comverse

  Comverse Infosys says they have reached an agreement between IBM Japan and NTT-ME to jointly market and support the Comverse Infosys Intelligent Recording solutions for Call Centers in Japan. NTT-ME, Comverse's distributor in Japan, will work with IBM Japan to provide call center solutions that include digital recording and monitoring applications integrated with IBM's CorePoint Customer Relationship Management solution. IBM Japan will now position Comverse Infosys' ULTRA as their strategic recording platform that performs Quality Monitoring for agent evaluation and training, captures the Customer Experience, and verifies transactions, and will market these solutions through IBM's channels in Japan.

Cisco将收购的呼叫中心公司结合

Cisco将去年以前收购的呼叫中心公司组成一个集团，叫做因特网通信软件集团(ICSG)。这个集团现在包括WebLine,GeoTel和Ameteva，定位于管理客户联系，包括电话，传真，e-mail和因特网聊天。他的目标是结合所有形式的数字消息，包括电话，e-mail，fax和寻呼。几家供应商包括Oracle公司和HP同意采用ICSG的开放平台进入客户联系和统一通信市场。

Cisco Rolls Acquired CC Cos Together

Cisco's has combined the companies in the call center business that it acquired over the last year or so into one group, known as the Internet Communications Software Group (ICSG). This group is currently compromised of WebLine, GeoTel and Ameteva, and focuses on managing customer contact, whether via phone, fax, e-mail or Internet chat sessions. It also aims to combine all forms of digital messages, including phone, e-mail, fax and pages. Several vendors including Oracle Corporation and HP endorsed ICSG抯 open platform approach to the customer contact and unified communications markets.

Onyx软件公司提升客户中心门户性能

Onyx软件公司宣布推出Onyx雇员门户2.0，Onyx 2000套件中的主要（旗舰）产品。Onyx雇员门户结合了一个轻量级的基于web的结构，在主机环境下或内部使用时可以优化性能和降低管理费用。这个第二代Onyx雇员门户，和Onyx客户门户，Onyx合作伙伴门户一起组成完整的Onyx2000套件，提供企业级的客户中心电子商务解决方案。

Onyx Software Boosts Performance of Customer-Centric Portal

Onyx Software announced the general availability of Onyx Employee Portal 2.0, the flagship product in the Onyx 2000 suite. Onyx Employee Portal incorporates an extremely lightweight Web-based architecture for optimal performance and reduced management overhead in hosted environments as well as internal deployments. This second generation of Onyx Employee Portal, along with Onyx Customer Portal and Onyx Partner Portal, completes the Onyx 2000 suite of enterprise-wide customer-centric e-business solutions.

EU（欧盟）选择TechTeam为泛欧呼叫中心提供服务

TechTeam Europe, 国家TechTeam的附属公司，宣布他们的呼叫中心服务，叫做Europe Direct,已经正式被欧洲委员会采用（接受）。预期它将为超过3000万的欧洲联盟成员国家公民提供服务。TechTeam为该项目提供了呼叫中心人员和管理，呼叫中心设备，基于web的呼叫中心应用和技术。呼叫中心的目标是为欧盟15个成员国的公民提供信息和解答问题，包括在欧盟的工作和欧盟公民的权利和机会。所有Europe Direct的话务员都能熟练掌握英语和至少两种其他语言。

EU Using TechTeam For Pan-European Center

TechTeam Europe, subsidiary of National TechTeam, announced that their call center service, called Europe Direct, has been officially inaugurated by the European Commission. It is expected to serve over 300 million citizens in the European Union Member States. For this project TechTeam delivers the call center staff and management, the call center facilities and the web-based call center applications and technology. The call center aims to provide information and answer questions from citizens in the 15 Member States about the work of the EU and their rights and opportunities as EU citizens. All Europe Direct agents are fluent in English and at least two other languages.

VTG和Locus Dialogue合作提供动态呼叫路由

语音技术集团(VTG)和Locus Dialogue已经达成转售协议，通过Locus dialogue的Liaison语音识别软件“读”数字电话数据，提供动态呼叫路由。VTG的VoiceBridge2000和DSE板使Locus dialogue的Liaison解决方案能够获得DNIS和ANI信息，因此能更有效和更精确的为呼叫选择路由。

VTG, Locus Dialogue Team For Dynamic Call Routing

Voice Technologies Group and Locus Dialogue have formed a reseller agreement to provide dynamic call routing via Locus Dialogue's Liaison speech recognition software by "reading" digital telephone data. VTG's VoiceBridge 2000 and DSE cards enable Locus Dialogue's Liaison solutions to route calls more efficiently and precisely by accessing DNIS and ANI information.

2000年5月25日新闻