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Customer Management World Asia 2006, 21-23 March, Singapore

Consumer Communications and Networking (CCN) Conference, 8-10 January, Las Vegas

3GSM World Congress, 13 - 16 February, Barcelona, Spain

ECCA Congress 2006, 27 February - 1 March, Austria

TELEXPO 2006, 7-10 March, Sao Paulo, Brazil




Humour

NEW-FANGLED CONTRAPTION

HOLD THE CHEESE, PLEASE?

NO. 1 FOR TECH SUPPORT

YOU’R TALKING TO ME!

PICTURES, KEYBOARDS AND A CLUE





InFoco

Sabio implements Witness Systems voice recording solution for Elsevier

Sabio, the innovative contact centre services and solutions company, has announced the implementation of a Witness Systems call recording solution at the 70-seat UK customer order site of Elsevier - a world-leading publisher of scientific, technical and medical information products and services and part of Reed Elsevier Group plc.


Sabio and Corizon seminar to show how contact centres can cut agent talk time, reduce agent training times and improve first call resolution

Sabio, the innovative contact centre services and solutions company, and its technology partner Corizon, are hosting a ‘Detox Your Desktop’ seminar to show how detoxing the agent’s PC desktop can help contact centres to dramatically cut agent talk time per call, reduce their initial training requirements and help improve first call resolution.


Aspect Software adherence to industry standards streamlines Open Call

Aspect Software, Inc., the world's largest company solely focused on the contact centre, today announced that Aspect(r) Customer Self Service(tm) 7.2, the newest version of its voice portal platform, has received formal certification for deploying Open Call Steering(tm) functionality from Aspect Alliance Partner, Nuance Communications, a leading provider of speech and imaging solutions.


Jacada announces joint marketing agreement with Avaya

Jacada Ltd. (Nasdaq: JCDA), a leading provider of unified desktop and process optimisation solutions for customer service operations, today announced it has signed a joint marketing agreement with Avaya (NYSE:AV), a leading global provider of business communications applications, systems and services. Under the terms of the agreement, Avaya Consulting and Systems Integration and Jacada will jointly market and deliver Jacada customer service solutions globally.


The Only Question You Should Ask Yourself

'What would you do if I could provide you with a new business model that would allow you to meet all of your financial goals without ever needing to deal with a single customer? Would you still be attending this presentation, looking for ways to excite and delight your customers?” These are the questions that I recently posed to attendees at a customer experience management conference. The response to these questions was total silence as I could see chief executive officers, VPs of customer service and other customer-focused professionals smile at the prospect of never again having to deal with a single customer.



Product
Sabio implements Witness Systems voice recording solution for Elsevier - 2007-02-26 17:14:35

Bluetooth® wireless technology surpasses one billion devices - 2007-02-26 16:11:55

Genesys Announces Customer Interaction Management Platform Version 7.5 - 2007-02-26 14:49:30

Genesys honoured with Market Leadership Award `Hat Trick` - 2007-02-26 13:52:57

Talisma launches Talisma Answer - 2006-11-16 10:18:54

Call centre queues are getting longer
New research shows callers can wait for up to 30 minutes at busy periods
- 2006-10-05 09:37:49

Ericsson acquires assets of Finnish software company Distocraft - 2006-09-01 17:28:30

SC First Bank goes live with latest BT voice trading technology in Seoul - 2006-08-21 09:56:14

Vodafone NZ releases financial results for the year - 2006-08-14 10:49:14

European Home Retail plc selects Sabio to design and implement major contact centre - 2006-08-08 11:35:50

EIB Loan to Telefonica for Mobile Phones in Peru - 2006-07-13 16:27:49

New Contact Centre drives service improvements at South Hams District Council - 2006-07-10 11:23:08

SMES: "Overall value for money" is what counts - 2006-07-07 11:27:55

Ericsson and Telenor sign global microwave transmission agreement - 2006-07-03 15:20:34

Offshoring undermines job security but not motivation - 2006-06-23 09:31:04

Yankee Group reveals big barriers to the adoption of Mobile Value-Added Services - 2006-06-16 11:12:50

Offshoring Contact Centers: Identifying Locations
How To Compare And Select A Site That Best Suits Your Customer Base
A Forrester Research Report
- 2006-05-25 09:24:51

2nd Call Center and Customer Care Conference & Expo, 22nd-24th May 2006 - 2006-05-10 15:35:34

Nokia powers Eurotel`s HSDPA network in the Czech Republic - 2006-04-12 11:52:35

Ericsson to build 3G core and transmission network for Vodafone in the Czech Republic - 2006-04-03 08:46:45

Bharti, Nortel Sign Managed Services Agreement for Contact Center Technology - 2006-03-27 16:08:26

RCN renews billing and customer care contract with Convergys - 2006-03-21 14:51:00

BT makes VoIP easy for Carriers and Resellers in Germany - 2006-03-13 10:32:44

FC Barcelona installs Genesys Express Multimedia Solution - 2006-03-07 08:28:50

Nokia and Avaya tie up with Thailand’s AIS to offer industry-first enterprise fixed mobile convergence solution - 2006-02-14 08:15:15

Company
Sabio and Corizon seminar to show how contact centres can cut agent talk time, reduce agent training times and improve first call resolution - 2007-02-26 17:31:24

Company announces sales promotion of the agent desktop solution for Aspect Spectrum ACD users - 2007-02-26 12:07:35

Avaya leads worldwide enterprise IP telephony market in shipments and revenues - says Synergy Research Group - 2006-11-16 10:58:50

Maroc Connect selects Alcatel for Euro 25 million phase one contract for fixed next-generation network - 2006-10-05 09:21:08

Alcatel wants to acquire Nortel`s UMTS radio access business - 2006-09-01 17:17:41

Nokia and Siemens announce business unit and regional leaders for Nokia Siemens Networks - 2006-08-25 14:20:19

Nokia wins a global contract from Telenor for its cellular transmission solutions - 2006-08-21 10:25:29

Ericsson and Polkomtel sign managed services contract to build 2G/3G network in Poland - 2006-08-14 11:18:42

Microsoft`s Expanding VoIP Initiatives Disrupt Existing Market Models - 2006-08-08 09:40:33

BT to optimise application performance with new service - 2006-07-13 16:40:16

Portugal Selects Motorola for Secure Nationwide TETRA System - 2006-07-07 11:47:23

KTF Launches Nationwide Ultra-High Speed Wireless Network with LG-Nortel - 2006-07-03 15:00:08

Call Center operates across boundaries with Wicom technology - 2006-06-16 13:37:04

Telefónica posts 40% increase in 1Q06 net profit - 2006-05-24 14:44:17

Linksys Ships Its First Wireless-G IP Phones - 2006-05-19 16:03:01

Cisco Provides Core Network Infrastructure for World`s Largest Multinational Military Exercise - 2006-05-15 15:38:55

Nice Systems announces Q1 2006 results - 2006-05-10 15:21:25

Aspect Software acquires SophistiCom - 2006-04-12 11:29:37

Alcatel and Lucent to merge - 2006-04-03 09:10:21

Excel and Booktrout change company name - 2006-03-21 14:13:43

Netcentrex and France Telecom reach a total of 1 million residential VoIP lines in 2005 across 5 European countries - 2006-03-13 10:46:14

Witness Systems heightens investment in Indian Market - 2006-03-07 08:31:24

Salisbury District Council improves quality of service to rural areas with investment in virtual contact centre - 2006-02-14 08:53:18

Aspect Software Receives Growth Strategy Leadership Award from Frost & Sullivan - 2006-02-09 12:30:28

BT to provide Microsoft with global call routing solution - 2006-01-30 11:14:28

Person
Aspect Software adherence to industry standards streamlines Open Call - 2007-02-27 10:21:52

Aspect Software announced positive momentum in third quarter - 2006-11-16 11:38:32

Garry McGuire to Retire as Avaya CFO - 2006-10-05 09:28:21

Aspect software announces general availability of Aspect EnterpriseContact Server 6,2 - 2006-09-01 14:33:13

Antonio Anguita named head of the new France Telecom Home line of business - 2006-08-14 11:48:27

Nokia to acquire Loudeye and launch a comprehensive mobile music experience - 2006-08-08 11:01:33

Telbios selects Alcatel solution to deliver innovative residential telemedicine services - 2006-07-14 16:05:49

Web Savvy Brits Making £341 Each Online A Year - 2006-07-07 11:41:29

O2 UK and Intervoice Extend Relationship - 2006-06-16 14:17:01

John Buchanan to be Deputy Chairman of Vodafone - 2006-05-25 08:38:51

Jochen Eickholt named CEO of Siemens Home and Office Communication Devices - 2006-05-19 16:22:14

IDC analyzes ATCA Adoption in the Telecommunications Industry - 2006-05-15 15:45:54

Alcatel wins contract to provide the Madrid-Segovia high speed line in Spain with signaling and communications - 2006-05-10 15:11:10

Alcatel becomes supplier of IPTV solution for T-Com in Slovakia - 2006-04-12 12:06:57

Attila Vitai: new CEO of Vodafone operations in Turkey - 2006-04-03 10:27:48

VoiceObjects Names Beatriz V. Infante New CEO - 2006-03-27 16:46:31

Deutsche Telekom Partners With Microsoft to Launch IPTV Services - 2006-03-21 15:39:14

Ericsson to supply Managed Services to Acea for Automatic Meter Reading - 2006-03-13 11:09:21

ASC adds email response management to its quality monitoring solution - 2006-03-07 08:33:08

XIT Wireless selects Alcatel NGN solution to enhance its mobile network in Texas - 2006-02-14 09:54:58

Verint Announces Acquisition of UK-Based CM Insight - 2006-02-09 12:42:06

Aspect Software`s Jim Foy Named CEO of the Year by Frost & Sullivan - 2006-02-01 16:55:28

CosmoCom appoints Wolfhart Krischke Managing Director - 2006-01-30 11:31:59

Dennis Carey joins Nortel to accelerate business transformation - 2006-01-23 09:38:29

Vodafone Group Plc announces that Matthew Kirk has been appointed as Director of External Relationships. - 2006-01-13 11:44:55

Project
Jacada announces joint marketing agreement with Avaya - 2007-02-26 15:44:02

80 per cent of UK contact centres identify agent productivity as `a major issue` - 2007-02-26 14:17:58

SMEs must confront IT challenges to compete - 2006-11-16 11:50:53

Nokia and Orange enter software platform collaboration - 2006-10-05 09:13:47

Ericsson and Warid Telecom sign managed services contract in Bangladesh - 2006-08-21 10:31:13

Channel Surfing: How to Sell Wireless Solutions to SMBs - 2006-08-14 14:43:23

UK Utility Provider selects Verint ULTRA - 2006-08-08 09:13:23

Verint Announces Acquisition of Mercom Systems - 2006-07-14 16:35:31

NICE Completes Acquisition of IEX Corporation - 2006-07-07 14:02:32

Nortel Introduces Communications Solutions for Small and Medium Businesses - 2006-06-16 14:29:19

Balkans shedding past troubles as telecom market attracts investors - 2006-05-24 15:15:21

Jacada has a new President - 2006-05-22 11:53:09

Verint Expands Nextiva Solution with New Intelligent IP Cameras Bringing Integrated Video Analytics to the Network Edge - 2006-04-12 12:21:50

Czech IT Market Passes $3 Billion in 2005, says IDC - 2006-04-03 09:01:31

Wells Fargo Enhances Security across 4000 Branch Locations with Verint Networked Video Solution; Solution Enables Major US Bank to Effectively Protect Vital Banking Operations - 2006-03-21 14:41:20

Foundry Networks and Mitel Expand Partnership with Advanced Open VoIP Solutions - 2006-03-13 11:02:38

BT and Alcatel sign 21st Century Network contract - 2006-03-06 15:23:25

Garlands opens second phase of Contact Centre Village - 2006-02-14 09:30:43

IPVoice Meeting 2006 , 7-9 February, Portugal - 2006-02-09 11:27:47

Altitude Powers the Outsourced Contact Centre for BMW in the Middle East - 2006-01-30 13:08:35

Pacific Crossing chooses Lucent to manage undersea communications link between US and Japan - 2006-01-23 09:27:59

Atlanta`s international airport turns to cisco for new communications infrastructure - 2006-01-11 09:58:50

IPVoice Meeting 2006 , 7-9 February, Portugal - 2006-01-02 13:22:52

Ericsson provides IP based network and IP Service Management to Telesur in Latin America - 2005-12-26 15:00:31

Zhejiang Telecom selects Alcatel to upgrade its customer service centre - 2005-12-20 09:15:31

Opinion
The Only Question You Should Ask Yourself - 2007-02-26 11:15:55

November Column
What is the real value of your products? - by Lior Arussy
- 2006-11-16 10:33:10

Don’t Ask If You Can’t Act - by Lior Arussy - 2006-10-05 09:47:06

Redefining Self Service Experience – The Tribal Customer - 2006-07-03 16:35:58

Real-Time Coaching Builds World-Class Contact Centers, by Donna Fluss, Principal at DMG Consulting - 2006-06-16 14:41:32

Short Term Revenues at the Price of Long Term Loyalty, by Lior Arussy - 2006-05-16 09:53:38

2006 Contact Centers Goals – Contact Center Managers Must Prioritize Enterprise Objectives to Get Ahead, by Donna Fluss and Deborah Navarra from DMG Consulting LLC - 2006-03-07 10:43:01

Perfecting the Art of Problem Resolution, by Lior Arussy - 2006-02-09 14:35:43

The Biggest Enemy of Customer Strategies, by Lior Arussy - 2006-01-04 09:38:28

How To Create A Great Customer Experience, by Lior Arussy - 2005-12-07 11:57:33

Lior Arussy, Strativity Group: Where Do We Get Started? – The Quick Hits Are Under Your Nose! - 2005-11-16 10:58:43

QM/Recording Suites: Increasing Benefits for Enterprises and Customers, by Donna Fluss - 2005-11-07 09:37:25

Hosted Recording/QM White Paper, by Donna Fluss - 2005-10-20 09:10:48

Delighting Customers One Clip At A Time - 2005-10-04 13:57:18

Offshore Customer Management International Conference, Prague, 1-3 November - 2005-09-26 09:20:37

The European market opportunity for outsourcing - 2005-09-05 09:56:26

Focus: Customer by Lior Arussy

Decisions at The Moment of Truth
- 2005-08-25 17:03:12

Concerto Acquires Aspect and Expands Its Role as a Market Consolidator - 2005-08-08 17:03:47

Popularity of Entry Level Phones Drives 16.3% Growth in Worldwide Mobile Phone Shipments, IDC Finds - 2005-08-02 11:17:50

A Question Of Execution - 2005-07-04 18:59:01

Alcatel signs a contract with RascomStar-QAF to provide a rural telephony network covering the whole African continent by satellite - 2005-06-30 18:07:20

MCI to Deploy Brooktrout’s SnowShore IP Media Server for its Next Generation Multimedia Services - 2005-06-14 11:34:31

Vonage partners with uniden to develop cordless broadband phone system - 2005-06-08 12:45:34

Verint Systems Reports Record Fiscal 2005 - 2005-06-06 11:33:45

Alcatel launches GPON Fiber-to-the-User solution enabling powerful delivery of Triple Play services over fiber access networks - 2005-05-30 18:49:31



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News



Events

“ICT for an inclusive society”, Riga, Latvia, 11-13 June

The 6th International Conference on ITS Telecommunications (ITST 2006) , Chegdu, China, 21 - 23 June

2nd Call Center and Customer Care Conference & Expo, 22nd-24th May 2006

IPVoice Meeting 2006 , 7-9 February, Portugal

3GSM World Congress, 13 - 16 January, Barcelona, Spain



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