Business Intelligence : News

ACD / Diallers – Call Centres not Taking Advantage of the Technology
There is a general consensus that call centres aren’t taking full advantage of the available technology, such as ACD / Diallers, when it comes to streamlining their contact centre operations.
CRM – Research Points to Importance of CRM Tools in Call Centres
There really are many different elements which have combined to facilitate the resurgence of CRM equipment in the call centre environment but two factors can be said to have played a more imperative role than the others in promoting CRM technology.
Business Intelligence – Contact Centres Not Integrating BI
Business intelligence (BI) is an integral part of the successful operation of any contact centre but recent research suggests that many call centres are struggling to integrate business intelligence into their workplace.
Business Intelligence – Call Centres Need Better Integration
Business intelligence simply isn't being integrated into call centre systems because of lack of time.
 Exhibitors 
Katalyst Communications Ltd
Leadreporter.com
Nexidia
Symon Dacon - Visual Communications Solutions
TSCHero
 News 
ACD / Diallers – Call Centres not Taking Advantage of the Technology
CRM – Research Points to Importance of CRM Tools in Call Centres
Business Intelligence – Contact Centres Not Integrating BI
Business Intelligence – Call Centres Need Better Integration
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 Exhibitor News 
TELEOPTI joins Cisco Developer Network Program, completes interoperability testing
Teleopti brings optimisation into Enterprise Workforce Management with Teleopti CCC, version 7
Q-Matic partners with Teleopti – delivering 25% savings in customer facing operations
Teleopti launches world-class workforce management tool for free: Teleopti CCC Forecasts – a free product in the Teleopti CCC solution suite
Teleopti announces general availability of the next generation workforce management solution – Teleopti CCC, version 7
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 Product Round Up 
NEXIDIA LAUNCHES CUSTOMER-DRIVEN “CENTER OF EXCELLENCE”
MSNBC.COM SELECTS NEXIDIA TO ENHANCE ONLINE VIDEO CONTENT
Microsoft selects Nexidia Video Search
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 Case Studies 
P&O Ferries – annual savings of £1.6 million
Fortis Insurance – Change Management with Teleopti
Fexco - annual savings of 2000,000 Euro
Setting up and then migrating pan European Call Centre for Travel Client
Contact Centre Technology Review Gap Analysis and Recommendations
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 Whitepapers 
Implications of Mobile Trends on Digital Signage
Phonetic Search Technology
Speech Analytics White Paper
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CALL CENTRE & CUSTOMER MANAGEMENT EXPO 2010
TUES 21 - WEDS 22 SEPTEMBER 2010
NEC, BIRMINGHAM, HALL 9


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