Market Shaping Forces In The Contact Center Industry: A Preview of 2005

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1 Over 275,000 Hits Monthly! December 2004 Market Shaping Forces In The Contact Center Industry: A Preview of 2005 By Nosa Eke, Publisher, Call Center Times Call monitoring technology will significantly shape the contact center industry landscape in This projected impact is based on the continued emphasis on outsourcing and ongoing agent training, two areas that inherently require vigilant monitoring. With most corporations expanding their contact center outlets to places in Asia, Europe and Africa, the need to continually monitor contact center activity cannot be over emphasized. Consequently, providers of call monitoring technology can expect a boom in business in 2005 and for years to come. Analysts at Frost & Sullivan, a consulting firm, expect the market to jump from $58 million in 2003 to $104 million in in ensuring the soft-skills orientation training of their employees. Often, best intentions are not reflected during inter-cultural communications. A vigorous focus on agent training is perhaps the most effective tactical approach to closing such a chasm. Finally, I expect IP-based multi-media customer management solutions to assume a more central emphasis in most contact center operational planning in The reality is that most contact centers will be moving from proprietary circuit-based ACD switches to pure IP-based enterprise software applications. Similarly, outsourcing is expected to maintain its momentum in Despite the contentious debate about its pros and cons during the recent presidential elections, there is no evidence to suggest a slowdown in this sector. In Asia for instance, analysts project that there will be 15% more contact centers each year through (The Everest Group) These contact centers, in the main, are operated by large American companies with the goal of fielding phone calls and s from their customers. As a result of the emphasis on outsourcing and call monitoring technology, ongoing agent training is expected to dominate contact center focus in For one, American companies who operate contact centers overseas have a vested interest

2 NEWS Aastra Technologies Limited to acquire EADS Enterprise Telephony Business EADS and Aastra Technologies Limited today have executed a definitive agreement to transfer the EADS Enterprise Telephony Business to Aastra Technologies Limited. The EADS Enterprise Telephony Business supplies communications systems and networks based on leadingedge technologies such as telephony-over-ip (Internet Protocol), multimedia applications and call centers. It currently employs approximately 730 employees, of which approximately 55% are located in Western Europe (primarily France) and the remainder are located in the United States, where each business is focussed on their respective geographic and product markets. Apropos Technology Releases Version 6.5 to Provide Affordable, Assured Business Continuity for Customer Support Operations Apropos Technology (NASDAQ: APRS), a leading provider of contact center communications management solutions, has announced the availability of its new Version 6.5 (v6.5) product and its successful deployment at Vinciti AQ. Vinciti AQ has deployed v6.5 to assure business continuity for its outsourcing services for technology companies. These services include solutions for customized product testing, technical support, and infrastructure management. Apropos v6.5 introduces assured, affordable business continuity options for contact center users of its solution, along with multiple improvements in fault tolerance and disaster recovery capabilities. Interwise Customers Break the 10 Million Minutes- Per-Month Mark in VoIP Conferencing; Usage Proves That Enterprise Conferencing is Driving Adoption of VoIP Interwise, a leader in true enterprise conferencing, announced that its worldwide customers collaborated for more than 10 million minutes of enterprise-wide Voice over the Internet Protocol (VoIP) conferencing during the month of November, an amount equivalent to roughly 12 terabytes of data. This usage demonstrates that enterprise conferencing - a blend of voice conferencing, web conferencing and elearning - is one of the major applications driving the widespread adoption of VoIP communications in companies installing converged networks. ScanSoft Unveils RealSpeak Telecom 4.0 ScanSoft, Inc., a global leader of speech and imaging solutions,. (Nasdaq: SSFT), announced the worldwide release of RealSpeak Telecom the preeminent textto-speech (TTS) solution for call center and carrier-based applications worldwide. RealSpeak Telecom 4.0 turns any ordinary text such as text from a stock database, directory assistance service, news report, or short message service (SMS) into remarkably high-quality speech output. RealSpeak Telecom 4.0 delivers the most comprehensive range of languages, dialects and voices worldwide, achieving a new level of expressive, natural voice quality to enhance customer service in applications across the globe. In addition, the company announced the completion of the acquisition of Rhetorical Systems, Ltd., first announced on November 15. As consideration for the close of the Rhetorical acquisition, ScanSoft provided $4.9 million in cash at closing and $1.8 million in ScanSoft common stock. RealSpeak Telecom 4.0 leverages and builds upon the combined assets of RealSpeak 3.5 and Speechify 3.0, independently considered leading products before this release. RealSpeak Telecom 4.0 introduces 10 brand new voices, enabling businesses to converse with their key customers with an incredible degree of accuracy and consistency in multiple languages, including the world s first TTS solution for the rapidly growing Indian market. RealSpeak Telecom 4.0 is currently available in 22 highquality languages and 30 superb voices with a further voice and language roll-out in Amcat invests in worldwide expansion program Amcat, a global leader in call center technology solutions, announced that it is embarking on a worldwide expansion plan. The company's growth is a reflection of the strength in the customer interaction management marketplace, driven by the economic need for companies of all sizes to better manage customer relationships. Part of Amcat's announcement includes an investment at a prime location in Oklahoma City to build a new world headquarters. Founded in 1991, Amcat has experienced year on year growth and now boasts over 1,100 installations of its contact center software across the globe. Work on the new HQ is due to start in Q and will be completed by Q4 of that year. Amcat CEO Mark Costello commented, "Over the last 13 years we have successfully developed Amcat into a wellknown and well regarded brand that is recognized as a worldwide leader in contact center technology. Now the marketplace is recognizing the economic need to more effectively manage all customer interactions, Amcat is uniquely positioned to offer a solution that is costeffective, integrates with existing telephony infrastructure and provides powerful tools to manage a company's interaction data. SoundBite Communications Launches SoundBite 5.0 for Telecommunications SoundBite Communications, a leading provider of OnDemand Customer Communications solutions, announced the availability of SoundBite 5.0 for Telecommunications, a Web-hosted solution built on SoundBite's patented interactive voice messaging 2

3 (IVM) technology platform and designed specifically for telecommunications companies. Leveraging SoundBite's extensive experience working with leading wireless and wireline carriers, cable and broadband companies, competitive local exchange carriers (CLECs), and regional Bell operating companies (RBOCs), SoundBite 5.0 for Telecommunications allows these organizations to rapidly reach their customers with timely, personalized communications and empowers those customers to respond immediately. In addition, companies benefit from "pay as you go" use; no hardware or software installation; automated, real-time access and management of campaigns; rapid campaign implementations; and high response rates. Avaya and Verizon Collaborate on Sales and Service to Rapidly Expanding Small and Medium Business Market Avaya (NYSE: AV) and Verizon (NYSE: VZ) have agreed to collaborate in offering to small and medium sized businesses a suite of communications solutions that include systems, applications and services from both companies. The companies will bring to market integrated hardware, software and service offers that simplify the overall service packages smaller businesses use while leveraging the growth in small business data usage and opportunities for voice/data convergence. The approach and alliance brings together two companies that are leaders in their respective markets in delivering dependable, innovative, costeffective communications solutions to small, medium and large businesses. Together, they are offering those businesses one-stop shopping from Verizon for various communications needs. Unveil Technologies and Genesys Form Strategic Relationship to Deliver Conversational Speech Self- Service Systems Unveil Technologies, Inc., a provider of conversational voice self-service applications for call centers, and Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP), announced that Unveil has joined the Genesys InterActs Partner Program as a Strategic Member. As part of the agreement, Unveil can resell both the Genesys 7 contact center software and the Genesys Voice Platform in conjunction with its Conversation Manager solution. Unveil s award-winning Conversation Manager speech selfservice applications run on the Genesys Voice Platform, an industry-leading, open standards-based IVR solution that allows customers to leverage existing Web applications and infrastructure for voice self-service via any phone. When combined with the Genesys 7 suite, the solutions enable companies to seamlessly transition customers between self-service and live agent assistance, resulting in reduced costs as well as improved customer satisfaction. Kinetic Data Signs Partnership with Motion Computing Kinetic Data, Inc., a global provider of tailored and packaged service industry software solutions for users of Remedy, a BMC Software business unit, announced it has entered into a partnership with Motion Computing, a leading provider of slate tablet PC products for vertical markets, including field sales and service. Kinetic Data offers a unique survey software solution, Kinetic Survey", which is compatible with Motion Computing's tablet PC products and field sales and service focus. Kinetic Survey users acquire real-time product and service data from one-on-one contacts with customers, partners and resellers; as well as qualify and take advantage of sales lead opportunities, and register event participants. EDS Israel chooses cosmocall universe all-ip contact center platform EDS Israel, a daughter company of EDS, one of the largest providers of business and technology solutions worldwide, announced that it has adopted the CosmoCall UniverseTM platform as its core offering for contact centers in Israel. CosmoCom s all-ip, universal access contact center system is the platform of choice for more top-tier network service providers worldwide than any other product of its kind. With CosmoCall Universe, EDS will create a single Contact Center On-Demand (CCOD) platform that can support all of its outsourced centers, and also enable hosted centers for which customers provide the agents and EDS provides the technology. Solarcom Joins UCN Value-Add Reseller Partner Program UCN, Inc. (OTCBB: UCNN), a provider of business telecommunications services including contact center software applications delivered as network services through the UCN national VoIP network, announced that Solarcom Partner ServicesTM of Atlanta, GA, has joined the UCN Value-Added Reseller (VAR) Partner program. Attracted by UCN's competitive carrier services pricing and its redundant national IP network, SPS will become a master reseller of UCN's traditional carrier services and the incontact(tm) product suite. Newly Released Symon Enterprise Server 8.1 Offers Advanced Reporting Solutions and Expanded Professional Services Expertise Symon Communications, Inc., a leading global provider of enterprise information for productivity and performance management solutions, announced the release of Symon Enterprise Server (SES) 8.1. Symon has added more collectors and capabilities to SES 8.1, to further improve collection, transformation and distribution of both real-time and historical enterprise-wide key performance indicators 3

4 (KPIs) and other business intelligence throughout the organization. Telrex Announces Version 3.0 of CallRex Telrex, a leading developer of VoIP call recording and monitoring software for small and medium sized businesses with IP or IP enabled telephone systems announced the release of CallRex Version 3.0. CallRex Version 3.0 includes many new and unique features including; look-back call recording, support for Citrix terminal services, the ability to export multiple calls, improved trigger filtering, automatic deletion of recorded calls according to pre-defined criteria, remote polling of recorded phone calls, improved recording quality, re-start capability for remote data collectors, improved call compression, improved record-on-demand capabilities, the ability to automatically receive software updates online and many other additional innovative features. FrontRange Solutions Launches IP Contact Center 3.7 Latest Version of SME Leader's IP-based Contact Center Solution Reduces Telephony Costs, Increases Productivity FrontRange Solutions, an international leader in Service Management, Customer Relationship Management (CRM) and customer contact technology, announced the availability of its IP Contact Center 3.7 software suite. Sharing an integrated architecture with other FrontRange products, IP Contact Center helps small to mid-size enterprises (SMEs) and distributed enterprises reduce telephony costs and increase agent productivity. Developed to promote organizational efficiency, the product can be deployed on a modular basis either as part of the existing communications infrastructure or as a stand-alone solution. InStranet, Inc. Selected by SureWest to Enhance Call Center Productivity and Self-Service Customer Care InStranet, Inc., a leader in multi-channel knowledge business applications, announced an agreement to provide SureWest Communications (SURW) with their award winning Contact Centers In-Line(TM) (CCIL) application. SureWest is the premier provider of communications products and services for personal and business communications in Northern California. InStranet will enable SureWest's contact centers to serve their customers faster by facilitating access to needed information. In addition, InStranet's applications will reduce the total number of calls by presenting customerrelevant information on SureWest's public Web site for self-service. 4

5 CLASSIFIEDS/ANNOUNCEMENTS M.E.R., a premier Executive Search Firm in the Direct Marketing, Call Center (Customer Care and Collections) BPO and CRM/E-CRM industries, recently released a North American Call Center Report. Receive a free copy (compliments of Call Center Times) by clicking here: An Offer from Incoming Calls Management Institute Incoming Calls Management Institute (ICMI) offers the very best in leading edge, high-quality public and Web training seminars for call center management professionals (contact center, interaction center, help desk). We help individuals and organizations understand the dynamics of today's customer contact environment to improve performance and achieve superior business results. Visit us at: ode=seminars Envision Envision is a leading provider of performance optimization solutions for contact centers empowering businesses to maximize every contact with their customers. Since its founding in 1994, Envision has focused on improving the effectiveness and performance of contact center agents to create measurable value for the enterprise. Check out what is happening: s/press_releases.asp Call Center Trends & Best Practices - Benchmark Study. Operations executives! Control costs. Improve customer experiences. Order DALBAR s exclusive report and gain insight on how to implement proven solutions that are working in today s best financial service call centers. For more information and to order visit or call

6 P. O. BOX , CARROLLTON, TX BUS FAX TIN# Date: Invoice #: 20423S End-of-Year Rate Guide Sign Up Form/Invoice Call Center Book of Lists Directory: (through 12/05) Resource Directory/Call Center s Buyer s Guide: (through 12/05) Corporate Logo Promotion (Website & Monthly Newsletter): (through 12/05) Monthly Newsletter Classifieds Advertisement: (through 12/05) Website Classifieds Advertisement: (through 12/05) Total Amount Due - $1, Return by fax to (972) Please note that all transactions are final. There will be no refunds. COMPANY NAME/ Contact/Address/Telephone/Fax/ For your convenience, we accept MasterCard, Visa and American Express credit cards. Please indicate your method of payment: MasterCard Visa American Express Company Check Credit Card Number Expiration Date Name as appears on Credit Card (Print Please) Authorized Signature Remit To: Call Center Times P.O. Box Carrollton, TX TX Fax (972)

7 YELLOW PAGES (A Call Center Times guide to providers of call center products and services) AMCAT - Amcat software-based solutions power rapid, dramatic increases in inbound / outbound and blended productivity, agent professionalism, and campaign management flexibility. Contact: Web: Toll Free: North America ; UK +44 (0) AMTELCO - Create Custom WEB-BASED Agent Scripts Fast & Easy With ecreator by AMTELCO ecreator Web-based Scripting provides flexibility and freedom! Contact: Jim Becker 4800 Curtin Drive McFarland, WI Telephone: (800) or (608) Fax: (608) Internet: AT RANDOM COMMUNICATIONS programs are designed to provide objective, impartial observations to measure the quality of service provided by your Representatives. Our research services include, mystery calling and remote monitoring, competition shopping and analysis, individualized coaching and customer satisfaction surveys. Contact: Cheryl Thibault at or BARBADOS INVESTMENT AND DEVELOPMENT CORPORATION (BIDC) - BARBADOS A Preferred Location For Your Call Center Expansion. Barbados has established itself as a reputable and diversified international business center. Contact: (305) BIGBY HAVIS AND ASSOCIATES, INC. - Our SELECT Associate Screening System is a family of short, validated pre-employment tests measuring personality characteristics and integrity associated with high performance in a number of jobs to include those focused on the Call Center industry. We have industry specific versions for: Inbound Service Inbound Sales Outbound Sales Help Desk Contact: Merit Drive, Suite 660 Dallas, TX Tel.: x.110 Fax: Website: BRINKS HOME SECURITY, INC. - We are looking for hard-working, enthusiastic individuals to become part of the Brink's Home Security Team. We offer a variety of rewarding and challenging career opportunities with competitive salaries, an inspiring work environment, great benefits and professional development opportunities. All career opportunities may be found either at our corporate headquarters, located in Irving, Texas, a suburb of Dallas/Fort Worth, or at one of our sales and service branch offices located across the United States as well as British Columbia, Canada. If you're interested in joining the Brink's Home Security Team, we invite you to visit our Career Center at for a list of available job openings. Caras Marketing & Training provides highly customized training to help all levels of learners make powerful connections with your customers and prospects by telephone. We are a team of Trainers, Coaches, and Management Consultants who spend our time helping clients improve the quality and quantity of customer care and sales experiences. Since our inception in 1990, we have worked with companies and contact centers where confidence and competence needed improvement by a deadline and within a budget. Learn more about us at or contact Ronna Caras at x55. CHASE DATA CORP - Chase Data provides complete turnkey solutions to customers that require our expertise and experience in Predictive Dialers and Call center technology. Contact: Sales contact: Ahmed Macklai Phone:

8 CSD - CSD is the largest national provider of telecommunication relay services for individuals who are deaf or hard of hearing. We currently operate 22 contact centers across the United States and process over 35 million calls each year. Contact: or call DALBAR, INC - Use DALBAR's results to improve operations and DALBAR's awards to publicize your competitive advantage. Contact: CALL or ENVISION - Envision is a leading provider of contact center software solutions that empower businesses to maximize every contact with their customers. Contact: Melissa Cole Envision 520 Pike Street, Suite 1600 Seattle, WA Telephone: (206) ext FRONTRANGE SOLUTIONS - FrontRange Solutions USA Inc. is a leading international provider of business relationship solutions that have been used by more than 130,000 companies and 1.2 million users worldwide to automate and manage IT projects and customer-facing initiatives. Contact: For more information, call (800) or visit GMT CORP - GMT Corp makes companies more profitable through the effective use of their workforce by combining leading edge technology with the features most desired by customers. Contact: David Crowley, IEX CORP - IEX Corp., a Tekelec company, is the leading provider of innovative productivity solutions for contact centers. Contact: INCOMING CALLS MANAGEMENT INSTUTE (ICMI) - Incoming Calls Management Institute (ICMI), based in Annapolis, Maryland, offers the most comprehensive educational resources available for call center (contact center, interaction center, help desk) management professionals. Contact: For more information and to join a network of call center leaders, call , , or visit MARASTAR COMMUNICATIONS - MaraStar Communications develops and distributes humorous animated training programs for customer service and sales call centers. Contact: M.E.R. Inc. (McDaniel Executive Recruiters) is a highly specialized search firm in the CRM, Direct Marketing, Call Center, and Collections Industries. We specialize in sales, marketing, operations and support function staffing. Contact: Chad McDaniel (toll-free) PHONEPRO - Leaders in Telephone Skills Training for 19 years, Phone Pro delivers dynamic live web training as well as onsite, customized training programs. Contact: or give us a call at PRIORITY FULFILLMENT SERVICES (PFS WEB) - Unlike other vendors, PFSweb s solutions are customizable, allowing a high-touch and seamless customer experience that is fully aligned your brand reputation. Contact: PROCORE - ProCore Solutions provides call center outsource services, employee training and development programs, systems developments and reengineering to improve business processes, and a full range of strategic staffing services to its clients. Contact: Drew Brown (678)

9 RICHARDSON - Richardson is a leading sales training and consulting firm. We deliver a blended learning solution both in person or online that incorporates a unique process of high impact coaching to individuals and teams. Contact: Jim Brodo - SER SOLUTIONS, INC - Since 1989, SER Solutions, Inc. (SER) has led the contact center industry in delivering products that significantly improve operational efficiencies and agent productivity. Contact: SNOWFLY PERFORMANCE INCENTIVES - Snowfly Performance Incentives is an online motivation, reward, and recognition solution for call centers that integrates the science of human behavior and the power of random positive reinforcement. Contact: THE CALL CENTER SCHOOL (TCCS) - The Call Center School (TCCS) provides a wide variety of training and education programs for the call center professionals utilizing a variety of delivery mechanisms: Instructor-Led Courses Web Seminars e-learning Programs Contact: The Call Center School 790 Harding Place Nashville, TN TouchStar Software provides the easiest to use and most reasonably priced predictive dialing solution available, along with robust inbound ACD features found in most high-end phone systems. Contact us now to find out more For more information about these companies, visit our Resource Directory/Buyer s Guide, 9

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11 Not your Predictable Predictive Dialer

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