2000年6月1日 CCNS新闻

CTI论坛编译

北电和IEX组成联盟共同提供虚拟呼叫中心

北电网络和IEX宣布组成联盟，合作推广北电的Symposium呼叫中心服务器和IEX的TotalNet网络呼叫路由和TotalView劳动力管理，这些产品使公司可以创建虚拟呼叫中心。通过将位于不同地点的话务员合并成一个单一的虚拟团队。这一北电和IEX结合的解决方案可以帮助公司改进客户经验，增加服务中心效率和降低运营费用。

Nortel, IEX Form Alliance For Virtual CCs

Nortel Networks and IEX announced an alliance to integrate and cooperatively market Nortel Networks' Symposium Call Center Server with IEX's TotalNet Network Call Routing and TotalView Workforce Management, enabling companies to create virtual contact centers. By allowing consolidation of agents in multiple locations into a single, virtual team, this combined Nortel Networks and IEX solution can help companies improve the customer experience, increase contact center effectiveness and lower operating costs.


Ask Jeeves为服务供应商发布合作伙伴计划

Ask Jeeves，提供web交互解决方案，宣布一项Ask Jeeves解决方案合作伙伴计划，它使客户服务外包商能够为客户提供一种更人性化的在线经验。Ask Jeeves 与8家解决方案合作伙伴共同宣布了这一计划，包括：APAC客户服务公司，Brigade解决方案，CareWise公司，Finali公司，PeopleSupport,Precision Response公司，Stream国际和Taima. 这组呼叫中心和电子商务解决方案供应商将采用Jeeves Live作为集成的，费用合理的和快速实施的，端到端客户管理解决方案。Ask Jeeves解决方案合作伙伴计划为客户服务外包商提供的解决方案可以增强电子商务能力，降低支持费用，提供有价值的客户信息。

Ask Jeeves Launches Partner Program For Service Providers

Ask Jeeves, a provider of Web interaction solutions, announced the Ask Jeeves Solutions Partner Program, an initiative enabling customer care outsourcers to provide a more humanized online experience to their customers. Ask Jeeves launches its program with eight solutions partners, including APAC Customer Services, Inc., Brigade Solutions, CareWise, Inc., Finali Corporation, PeopleSupport, Precision Response Corporation, Stream International and Taima. This group of call center and e-business solutions providers will deploy Jeeves Live as an integrated, cost effective and rapidly implemented, end-to-end customer management solution. The Ask Jeeves Solutions Partner Program equips customer care outsourcers with solutions designed to increase e-commerce, reduce support costs and provide valuable customer information.


NMS用于IP和呼叫中心应用的高密度模拟工具首次亮相

Natural Microsystems发布CX 2000系列高密度模拟工作站解决方案，设计用于呼叫中心应用，基于PC的PBX系统，通信服务器，IP电话网关，和基于IP的PBX解决方案所使用的模拟电话机。提供电信级的可伸缩性和灵活性以满足扩展需要，通过将CX2000与其他NMS的平台结合，新系列帮助设备供应商降低费用，例如：数字信号处理资源平台产品Alliance Generation和Convergence Generation系列可以传送语音，传真和IP语音。

Natural MicroSystems Debuts High-Density Analog Tool for IP, Call Center Apps

Natural Microsystems debuted the CX 2000 Series high-density analog station solution, designed for call center applications, PC-based PBX systems, communications servers, IP telephony gateways, and IP-based PBX solutions using analog telephones. Providing carrier-grade scalability and the flexibility to meet expanding requirements, the new series helps equipment providers reduce costs by coupling the CX2000 with other platforms from NMS, such as the Alliance Generation and Convergence Generation families of digital signal processing resource platform products to deliver voice, fax and IP processing.


Brightware介绍Brightware 2000

Brightware今天宣布一套“智能电子客户辅助”产品，通过多接触点能力，可以使在线交互更自动化和易于使用。通过集合Brightware的Web助理，Email助理，和新的实时助理产品，当客户访问公司的网址时Brightware 2000自动应答，保证客户获得快速，精确和有礼貌的email询问应答，并且，如果客户有另外的问题，可以平滑的转移到实时助理去处理。

Brightware Intros Brightware 2000

Brightware today announced a suite of "intelligent eCustomer Assistance" products to automate and facilitate online interactions through multiple touchpoints. A compilation of Brightware抯 Web Assistance, Email Assistance, and new Live Assistance products, Brightware 2000 engages eCustomers when they visit a Web site, ensures that they receive rapid, accurate and courteous responses to their email inquiries, and provides a smooth transfer to live assistance if they have additional questions.


奥地利Telekom使用Cisco的虚拟呼叫中心

Cisco系统公司说，奥地利Telekom，该国最好的电信供应商，已经选择了Cisco硬件和软件用于他的智能多媒体IP联系中心。采用Cisco网络解决方案，中心将提供杰出的目录辅助服务和客户关照服务，解决方案包括Cisco网络应用管理（NAM）软件和Cisco VCO/4K开放可编程交换系统，结合APEX语音通信公司开发的网络交互语音应答（NIVR）。采用完整的Cisco解决方案，奥地利Telekom现在可以迅速将呼叫者连接到最好的业务代表，业务覆盖全国范围内的目录辅助服务和呼叫中心服务。另外，平台将提供全网络单级的呼叫控制，自动通过网络重新安排在不同站点之间的业务代表呼叫转移。

Telekom Austria Using Cisco's Virtual Call Center

Cisco Systems says that Telekom Austria, that country's number one telecommunications provider, has chosen Cisco hardware and software for its Intelligent Multimedia IP Contact Center. This center will provide state-of-art directory assistance and customer care services using a Cisco networking solution comprised of Cisco Network Applications Manager (NAM) software and Cisco's VCO/4K open programmable switch with network Interactive Voice Response (NIVR) developed by APEX Voice Communications. With this complete Cisco solution, Telekom Austria can now connect callers immediately to the best qualified agent in any of its directory assistance and customer care centers throughout the country. In addition, the platform will offer a unique level of network-wide call control, with intersite call transfers between agents rearranged automatically through the network.

 

2000年5月31日新闻<