Webinar Event Reveals Insight into Contact Center Trends for This Year

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The latest news from the Contact Center Solutions Community. Sponsored by Interactive Intelligence. Powered by TMCnet.   Feature Articles Webinar Event Reveals Insight into Contact Center Trends for This Year On Tuesday, January 31, a special Web event entitled 2012: Key Contact Center Trends and Priorities for the Upcoming Year - How You Can Be Ready, featured Forrester Research's principal analyst, Art Schoeller, and Interactive Intelligence's senior vice president, Joe Staples. Latitude Software and PaymentVision Join Forces to Offer Integrated Solution Latitude Software, an Interactive Intelligence Group Inc. company, recently announced in a press release that it has joined forces with PaymentVision to offer an integrated debt collection and electronic payment solution that will manage all pre- and post-charge-off accounts and the entire collection workflow process. UK's TalkTalk Group Raises Earnings Expectations The UK's TalkTalk Group telecommunications provider is in an enviable position: the company is actually raising its earnings forecast after reporting third quarter revenues of £422 million (about $668 million). UAE National Airline Opens 'Guest Contact Center' at UK's Manchester Airport Etihad Airways, the national airline of the United Arab Emirates, has announced the opening of a guest contact center at Britain's Manchester airport. The new facility, which will employ 160 local people, will offer reception for visiting government officials and local business leaders. The contact center, which will be based at the airport's Voyager Building, it will be the airline's first in Europe and fourth in the world. The airline already operates guest contact centers in Abu Dhabi, Al Ain and India. Voice Management Suite version 5.0 Adds a Twist to Logistics Operations In a bid to bridge the gap between static dashboard reporting and real time action, Voxware, a voice solution provider, released version 5.0 of its Voice Management Suite version 5.0 (VMS) at the Modex 2012, currently underway in Atlanta. Patent for Repeat Caller Process Granted to SpeechCycle SpeechCycle has received the U.S. Patent No. 8,041,019 B2 on October 18, 2011 for its technique and equipment to analyze customers' temperaments during call backs. This analyzed information can be used to enhance the customers' Interactive Voice Response or IVR experience. Organizations can therefore modify the caller experience on the basis of the prior communication history. New Scotland Manager Appointed by Interactive Intelligence Interactive Intelligence, a global provider of unified IP business communications solutions, announced Thursday their newly appointed Scotland Territory Manager, Joan Hill. View all Communities

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