Call Centers: October 2001

A Quick Start to Self Help

October 31, 2001

Banter's QuickStart program was designed to install Banter Self Help in less than 15 days, enabling an automatic reply function on Web sites.

Leverance Makes a LEAP

October 30, 2001

The natural language processing provider unveiled its new Language Enabling Application Platform (LEAP) — a customizable knowledgebase-driven software platform that can be embedded in third party software to support advanced language recognition.

iPhrase Talks Up LexisNexis Deal

October 29, 2001

The Cambridge, Mass., maker of of software allowing users to pose questions in plain English, expands its relationship with the Dayton, Ohio, provider of information to legal, corporate, government clients.

Avaya-Accenture Alliance

October 25, 2001

Corporate networking provider, consulting services firm join forces to deliver CRM solution designed to help enterprises increase operational efficiency, enhance customer relationships, support revenue growth.

BeVocal Makes Noise At BellSouth

October 16, 2001

Partnership will let you pick up a phone, say the name of the person, business or information service you want to reach, and be instantly connected.

360� in Vegas

October 16, 2001

Customer 360° Conference & Expo Fall 2001 is scheduled for November 12-15, 2001 in Las Vegas, Nevada and was developed to deliver essential strategic information and tactical best practices to help business and information technology managers transform their companies into customer-centric organizations.

Astea Brings Remote Access to Comm-Tract

October 15, 2001

AllianceEnterprise Suite will integrate and automate sales force automation, project management, customer service, field service and depot repair for the voice and data network integration services specialists.

eStara Buys ITXC's Push-to-Talk Service

October 12, 2001

The Push to Talk software, which is used mostly in e-mail and Web marketing campaigns, allows marketers to add a digital button or text link that sparks a telephone connection between the marketer and the end-user without the use of a regular phone.

New Multi-Channel Offering from Avaya

October 4, 2001

The Avaya Interaction Center, powered by the Avaya Interaction Engine, is a flexible software solution that enables enterprises to deliver personalized customer service consistently across multiple channels.

Improved Response from Economist.com

October 3, 2001

Using KANA Response's automated solution, the Economist.com employs one customer service representative to respond to all customer comments, suggestions and queries in less than 24 hours.

Figuring Out the Customer-Support Dilemma

October 1, 2001

Every company understands the competitive value of superior customer service, but many underestimate the level of effort and resources required to keep customers happy throughout the entire relationship cycle.

Online Brokers Finding It Hard to Hold Customers

October 1, 2001

Two studies, including one from Cambridge, Mass.-based Forrester, say the online trading industry is losing investors faster than it can replace them.