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HP’s Power Play for EDS Delivers Dubious Synergies
|
| Competitive Intelligence Report |
Business Network Services - U.S., Enterprise Network Systems, Contact Center Solutions, Internet/Managed Services - U.S., Application Infrastructure, Enterprise Communications , Business Telecom Services - Europe, Enterprise Security, Enterprise Mobility - Europe, Enterprise Mobility - U.S., Telecom Services - Asia, Telecom Infrastructure Services
- [May 16, 2008]
HP’s agreement to shell out big money to
bolster its services
portfolio by acquiring EDS appears a safe,
but expensive and
uninspired move. The synergy is about
additive finances, not
revolutionary new ideas, and IBM’s
position is not threatened.
|
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Interactive Intelligence Announces Feedback Analytics with Audio Surveys and Real-time Emotion Detection
|
| Competitive Intelligence Report |
Contact Center Solutions
- [May 15, 2008]
Interactive Intelligence announced the
inclusion of feedback
analytics tools including real-time emotion
detection in
Customer Interaction Center, but the
solutions lack deep
analytics and the speech analytics will
not be available until
2009.
|
|
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|
Interactive Intelligence Keeps Pace in Unified Communications Development with OCS Support
|
| Competitive Update |
Contact Center Solutions, Enterprise Communications
- [May 15, 2008]
Interactive Intelligence creates a compelling unified
communications solution by integrating Microsoft’s OCS with its
Vonexus EIC and Customer Interaction Center. However, it is a
single voice in a crowd and may be drowned out by louder voices.
|
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G-Force 2008: Genesys and Nuance Knock Together on the intelligent Customer Front Door
|
| Show Update |
Contact Center Solutions
- [Apr 30, 2008]
Nuance and Genesys have partnered to
increase the capability of the intelligent
Customer Front Door. The partnership
combines best-of-breed applications that
route calls based on a caller’s stories “in
their own words.”
|
|
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|
Siemens Enterprise Communications Adds Unified Communications to Contact Center
|
| Competitive Intelligence Report |
Contact Center Solutions
- [Apr 22, 2008]
Siemens Enterprise Communications couples contact center, voice
portal and unified communications into a single contact center
solution, improving caller/agent interactions. But
expert/agent collaboration improvements could still be a
challenge.
|
|
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| |
|
Calabrio One: Workforce Management 8.3 and Quality Management 2.5
|
| Product Intelligence Report |
Contact Center Solutions
- [Apr 17, 2008]
Calabrio Workforce Management v8.3 and Quality Management v2.5
contain some innovative features. However, they lack important
functions to challenge the market leaders and channel
agreements limit their opportunities in the SMB market.
|
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|
Genesys’ intelligent Customer Front Door (iCFD) Should Free Customers from IVR Purgatory
|
| Competitive Update |
Contact Center Solutions
- [Apr 09, 2008]
Genesys’ intelligent Customer Front Door
should free callers
from the tedium of rigid IVRs through a
set of advanced
applications from Tier 1 partners.
However, iCFD may add
significant cost and complexity without
significant
differences.
|
|
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|
Unified Communication in the Contact Center: New Technology and a New Culture
|
| Advisory Report |
Contact Center Solutions
- [Apr 04, 2008]
Unified communications hold real promise
in improving contact
center agents’ access to experts.
However, it will require
more than technology alone for
businesses to benefit from
unified communications in customer
support settings.
|
|
|
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|
VoiceCon Spring 2008: Microsoft Allies with Aspect, Opening Opportunities for Both
|
| Show Update |
Contact Center Solutions, Enterprise Communications
- [Mar 20, 2008]
Microsoft and Aspect ally to accelerate the development of UC
for the contact center. Each partner offers significant
strengths but the alliance will compete against large rivals who
are also developing UC solution for contact centers.
|
|
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| |
|
VoiceCon Spring 2008: Verint Systems Adds Encrypted Contact Recording to Witness Actionable Solutions
|
| Show Update |
Contact Center Solutions
- [Mar 19, 2008]
Verint Systems meets Payment Card
Industry Data Security
Standards by partnering with RSA to
incorporate RSA’s key
management system into Verint’s
interaction recording system.
However, the solution is complex and
requires significant
resources.
|
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|
Aspect’s UC Strategy Could Leapfrog Competitors’ Presence-enabled Contact Center Solutions
|
| Competitive Intelligence Report |
Contact Center Solutions
- [Mar 11, 2008]
Aspect’s unified communication initiative
refocuses its products without having to
rebuild its reputation, but the company
must contend with competitors that have
a significant head start in delivering a
similar set of contact center solutions.
|
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|
What It Means to Be ‘‘Green:’’ Environmental Responsibility in the Telecom Industry
|
| Advisory Report |
Data Management, Business Network Services - U.S., Carrier Infrastructure , Enterprise Network Systems, Broadband Infrastructure , Contact Center Solutions, Internet/Managed Services - U.S., Optical Infrastructure , Wireless Services - Europe, Solutions Assessments, Application Infrastructure, Wireless Infrastructure , Enterprise Communications , Business Telecom Services - Europe, Enterprise Security, Enterprise Mobility - Europe, Carrier IP Telephony , Wholesale Telecom Services , Enterprise Mobility - U.S., Telecom Services - Asia, Digital Media Infrastructure, Telecom Infrastructure Services, Consumer Broadband Services Europe
- BeNeLux, Central Europe, China/Hong Kong, Eastern Europe, India, Japan, Korea, Malaysia, Nordics, Pan-Asia, Pan-European, Singapore, Southern Europe, UK/Ireland [Mar 07, 2008]
As Kermit once said, “It’s not easy being
green.” Current
Analysis recognizes the challenges and
opportunities associated
with environmental sustainability and it is
taking a
comprehensive approach to analyzing the
key issues in this
movement.
|
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|
Siemens “Reorientation” Must be Followed Up by Spin Off
|
| Competitive Intelligence Report |
Contact Center Solutions, Enterprise Communications
- [Feb 28, 2008]
Workforce reductions and outsourced
manufacturing form the
heart of Siemens Enterprise
Communications latest
organizational shakeup. It’s hoped these
will stabilize the
company and lead to an acquisition,
though it’s unclear that
this will happen.
|
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|
Aastra’s Ericsson Enterprise Acquisition: Contact Center Implications
|
| Competitive Intelligence Report |
Contact Center Solutions
- [Feb 21, 2008]
Aastra’s acquisition of Ericsson’s enterprise business should
create a more formidable company with a robust product
portfolio, provided Aastra moves quickly to define its contact
center offering and expand Solidus eCare’s PBX
interoperability.
|
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|
Aspect Software Quality Management Version 2.8 Supports More ACDs and Adds a Survey Tool
|
| Competitive Update |
Contact Center Solutions
- [Feb 15, 2008]
Aspect Software increased the appeal of
Quality Management by adding support
for Cisco and Genesys ACDs. However,
these additions only bring it closer to
parity with other quality management
market leaders.
|
|
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| |
|
Siemens Rebrands Enterprise Services, Positions for Future Opportunities
|
| Competitive Update |
Contact Center Solutions
- [Feb 07, 2008]
Siemens’ OpenScale Services branding aims to appeal to
enterprises demanding more comprehensive managed services
support. While initially the launch is more about style than
substance, it does reflect the company’s direction.
|
|
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|
ITExpo: Avaya Call Center Enhancements Improve SIP, Multimedia Capabilities
|
| Show Update |
Contact Center Solutions
- [Jan 22, 2008]
The latest improvements to Avaya’s
contact center offerings
provide a range of benefits to customers
in the areas of SIP
and multimedia support. However, the
company’s solution remains
disjointed in certain ways.
|
|
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|
CosmoCom’s CosmoCall Universe All-in-One Hosted Contact Center Solution
|
| Product Intelligence Report |
Contact Center Solutions
- [Jan 17, 2008]
CosmoCom’s CosmoCall Universe is a
highly scalable IP contact
center solution with unique features for
supporting large,
multi-site contact centers. It lacks some
features found in
alternative offerings as well as North
American name
recognition.
|
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|
Genesys and IBM Produce Strong Offering for Mid-market Contact Centers in China
|
| Competitive Update |
Contact Center Solutions
- [Jan 04, 2008]
The Chinese contact center market is growing by leaps and
bounds. Genesys is joining forces with IBM to catch a piece of
that action by developing Contact Center in a Box, to gain a
foothold in the growing Chinese market quickly.
|
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|
Verint Combines the Best of Witness and ULTRA in Impact 360 Enhancement
|
| Competitive Intelligence Report |
Contact Center Solutions
- [Dec 19, 2007]
Verint Systems created a best-of-breed
business optimization
suite with its new version of Impact 360
(7.8). By using the
preeminent features in both Impact and
ULTRA, Verint created an
attractive and functional tool set for
contact centers.
|
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|
Aspect Software Increases Appeal of Multi-Center Customers with Unified Command and Control
|
| Competitive Intelligence Report |
Contact Center Solutions
- [Dec 14, 2007]
Aspect‘s Unified Command and Control
provides a highly scalable
tool closely integrated with eWorkforce
Management, allowing
customers to manage multi-node contract
centers more
effectively. It should appeal to customers
using Aspect’s ACDs.
|
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|
Intervoice’s Security and Self-service Improvements Increase Banking 4.0’s Appeal and Bring It in Line with Rivals
|
| Product Intelligence Report |
Contact Center Solutions
- [Dec 12, 2007]
Intervoice added a major security
feature, speaker
verification, as well as other attractive
attributes to its
banking application, increasing its appeal.
Still, speaker
verification is included in rival solutions,
making Intervoice
play catch-up.
|
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|
Genesys Bolsters Real-time Capabilities with Informiam Acquisition
|
| Competitive Intelligence Report |
Contact Center Solutions
- [Dec 12, 2007]
Genesys’ purchase of Informiam will
enable real-time analytics
and network monitoring in the Dynamic
Contact Center, but
unanswered questions on direction and
partnerships may temper
or heighten the impact of this otherwise
small acquisition.
|
|
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|
Noble Systems is Now More Formidable with Acquisition of AMCAT
|
| Competitive Intelligence Report |
Contact Center Solutions
- [Nov 28, 2007]
Noble Systems’ acquisition of AMCAT doubles its size, provides
a more competitive product line and increases its presence in
Europe. However, it needs to get the house in order to take
advantage of the situation.
|
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|
Apropos to Large Contact Centers, ShoreTel Partners with Syntellect to Offer a Highly Scalable Solution
|
| Competitive Intelligence Report |
Contact Center Solutions
- [Nov 27, 2007]
ShoreTel is partnering with Syntellect to
create an extremely
scalable contact center solution and large
cross-selling
potential. However, the solution could be
confusing and it
lacks some of the more sophisticated
contact center
applications.
|
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|
Aspect Software and OpenSpan Drive Quality Management from the Back Office
|
| Competitive Update |
Contact Center Solutions
- [Nov 20, 2007]
Aspect is driving quality management
from the back-office with the integration
of the OpenSpan Platform into
PerformanceEdge, increasing data
gathering opportunities and drawing the
contact center closer into mission-critical
business process.
|
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| |
|
Nortel Unveils Strong SOA Solution for Business Communications
|
| Competitive Intelligence Report |
Contact Center Solutions, Application Infrastructure, Enterprise Communications
- [Nov 16, 2007]
Nortel has entered the SOA market for
business communications
with the introduction of a vendor-
agnostic but still embryonic
foundational software solution, a
technology partnership with
IBM, and the continued SOA-enablement
of its portfolio.
|
|
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| |
|
Aspect Software Cranks Contact Center Up a Notch
|
| Product Intelligence Report |
Contact Center Solutions
- [Nov 15, 2007]
Aspect Software’s PerformanceEdge is an
integrated business
optimization suite compatible with all
major ACDs and
predictive dialers. It provides seamless
data sharing between
modules and unique features for
outbound and blended contact
centers.
|
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|
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|
Noble System Says “Keep Them Talking” with Speech Analytics from Nexidia
|
| Competitive Intelligence Report |
Contact Center Solutions
- [Nov 12, 2007]
Noble Systems’ partnership with Nexidia
provides its customers
with the ability to search and organize
thousands of recorded
calls, creating a strong quality
management tool as well as
deep business intelligence analytics.
|
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|
Calabrio Provides Flexibility, Empowerment and Cost Control with Newest Release
|
| Competitive Intelligence Report |
Contact Center Solutions
- [Nov 01, 2007]
Calabrio’s release of Workforce Management Version 8.1 and
Quality Management Version 2.4 moves the applications closer to
market leaders, but falls short in areas of interoperability,
analytics and integration.
|
|
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| |
|
Aspect’s PerformanceEdge Group Enhances Multi-site Workforce Management
|
| Competitive Intelligence Report |
Contact Center Solutions
- [Oct 25, 2007]
Aspect announced version 7.1 of its
eWorkforce Management tool, bringing
the application into parity with other
workforce management leaders and
advancing Aspect’s competitiveness in
the large contact center market.
|
|
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| |
|
Pipkins Asks Supervisors, ‘‘How Do You Like Them Apples?’’
|
| Competitive Intelligence Report |
Contact Center Solutions
- [Oct 22, 2007]
Leveraging the Apple iPhone UI, Pipkins
is making graphical reports available to
call center supervisors on the go. It is a
bold step forward in supervisor mobility,
though the iPhone’s limited use in
business environments may restrict its
appeal.
|
|
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|
Cisco Reports in with Stronger Business Information Thanks to Latigent Acquisition
|
| Competitive Intelligence Report |
Contact Center Solutions
- [Oct 18, 2007]
Cisco’s acquisition of Latigent improves
its data gathering and reporting
capabilities in its contact center solutions,
allowing supervisors to create reports
and charts on the fly without extensive
training or use of a third-party reporting
tool.
|
|
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| |
|
Interactive Intelligence Updates Security and Integration with Customer Interaction Center 3.0
|
| Competitive Intelligence Report |
Contact Center Solutions
- [Oct 09, 2007]
Interactive Intelligence announced the
latest release of its
Customer Interaction Center. Version 3.0
provides enhancements
in areas important to large and small
contact centers: security
of private data and integration to adjunct
systems.
|
|
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| |
|
Alcatel-Lucent Launches Mid-size Enterprise Contact Center Solution Based on Genesys Technology
|
| Competitive Intelligence Report |
Contact Center Solutions
- [Sep 24, 2007]
Alcatel-Lucent launched its Genesys-
based mid-market contact
center solution, OmniTouch Contact
Center Premium Edition, in
North America. Beyond its installed PBX
base, it faces stiff
competition from incumbents in this
mature market.
|
|
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| |
|
ACCE: Verint Adds Outbound Support for Impact 360 WFM
|
| Show Update |
Contact Center Solutions
- [Sep 11, 2007]
Verint announced the latest release of its Impact 360 Workforce
Management application. Its enhancements include support for
outbound contact, improved forecasting and scheduling, and
additional workflow functionality.
|
|
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| |
|
SpeechTEK Fall 2007: Avaya Increases Scale While Keeping Voice Portal State of the Art
|
| Show Update |
Contact Center Solutions
- [Aug 27, 2007]
Avaya enhances its Voice Portal and Dialog Designer to support
the latest versions of the emerging speech application
development standards and popular recognition engines, and
other enhancements improve support and application
interoperability.
|
|
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| |
|
Aspect Software Makes Unified IP 6.5 Generally Available
|
| Competitive Intelligence Report |
Contact Center Solutions
- [Jun 29, 2007]
Aspect Software announced the
availability of the latest
version of its flagship contact center
suite, Unified IP 6.5.
The product has expanded SIP, advanced
speech, and multi-tenant
functions, but it only supports English
and simplified Chinese.
|
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| |
|
Avaya’s Private Move Raises Questions
|
| Competitive Intelligence Report |
Contact Center Solutions, Enterprise Communications
- [Jun 11, 2007]
The proposed private equity buy-out of Avaya is a vote of
confidence and certainly less disruptive than an acquisition by
a rival, but the situation initiates a period of corporate
instability that must be carefully managed by the company.
|
|
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| |
|
Avaya Launches Enterprise-wide Customer Reporting and Analytics Solution
|
| Competitive Intelligence Report |
Contact Center Solutions
- [May 22, 2007]
Avaya launched the long-awaited
replacement for CMS, Avaya IQ,
a solution for contact centers and
enterprise wide reporting
and analytics. Long on promise, but short
on new functionality
Avaya IQ faces a flat adoption curve.
|
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