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28.01.2010
InVision Software Receives 2009 Product of the Year Award
Ratingen (Germany), 28th January 2010 — InVision Software, a world-leading supplier of enterprise-wide workforce management (WFM) solutions, announced today that its software solution InVision Enterprise WFM has received a Product of the Year Award for the second year in a row from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine, the leading publication covering CRM, call centres and teleservices since 1982.
InVision Enterprise WFM supports the whole demand-oriented workforce management process of contact centres – all the way from forecasting to scheduling, optimisation, time management and monitoring. Planners are enabled to set up fully automated, demand-oriented and optimised schedules taking into account individually definable guidelines or rules. “Using our software, contact centres will achieve greater efficiency as well as a reduction in costs in the short term by planning consequently in accordance with the actual demand,” explains Peter Bollenbeck, CEO of InVision Software. “It is a great compliment to be awarded with the 2009 Product of the Year Award as this confirms our excellence in workforce management for contact centers. Everybody at InVision is working hard to deliver robust and innovative software solutions that continue to meet the demands of our customers and offer a quick return on investment.”
The system also allows for employee involvement in the planning process, increasing motivation considerably. InVision Enterprise WFM holds a patent pending technology for the demand-oriented scheduling of agents in multi-skill environments. Due to the fact that the sophisticated technology behind this is not based on the generally applied ACD (Automatic Call Distribution) routing logic, a considerable amount of time can be saved.
“I am pleased to honour InVision Software for its hard work and success. The software InVision Enterprise WFM has demonstrated excellence in contact centre technologies as well as providing ROI for the companies that use them,” said Rich Tehrani, CEO, TMC. “For 12 years, Customer Interaction Solutions magazine has been honouring innovative companies for their contributions in advancing technologies and application refinements,” he added.
The 12th Annual Product of the Year Awards winners will be featured in the January 2010 issue of Customer Interaction Solutions magazine, www.cismag.com. For more information about the Customer Interaction Solutions’ 2009 Product of the Year Awards or any of the TMC media properties, please visit www.tmcnet.com.
About InVision Software
InVision Software is a world-leading supplier of enterprise-wide workforce management solutions which enable companies to optimise their staff planning and scheduling processes. InVision empowers customers to reduce personnel costs, increase productivity, improve employee satisfaction and to boost revenue by leveraging better customer service. Founded in 1995 and based in Ratingen (Germany), InVision currently employs 200 WFM specialists and has offices across Europe, North America, and South Africa. InVision Software AG (IVX) is listed in the Prime Standard Segment of the Frankfurt Stock Exchange. Among InVision's clients are numerous international blue chip companies, such as ABN Amro, Allianz, BMW, Deutsche Telekom, IKEA, Sky and Vodafone.
Further information: www.invisionwfm.com
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27.01.2010
Noble® WFM with Outbound Plus Receives “Product of the Year 2009” Award
Atlanta, GA – January 27, 2010: Noble Systems Corporation, a global leader in innovative contact center technology solutions, has received a “Product of the Year Award” from Technology Marketing Corporation’s (TMC®) Customer Inter@ction Solutions® magazine for Noble® WFM with Outbound Plus. Noble® Workforce Management with Outbound Plus is a powerful and complete workforce management system, providing a robust and affordable forecasting and staffing management solution that is easy to deploy for centers of all sizes. Noble WFM’s outbound and blended forecasting features fill a void left by many WFM products which focus only on inbound communications. Customer Inter@ction Solutions has been the leading publication in the CRM, call center and teleservices industries since 1982™.
Noble WFM with Outbound Plus provides a robust and affordable forecasting and staffing management solution that is easy to deploy for centers of all sizes. By incorporating forecasting and scheduling for outbound programs, Noble Systems provides a comprehensive workforce management system for inbound, outbound and blended programs that can accurately forecast call volumes, leverage flexible scheduling processes for both call and non-call activities for call center and back-office personnel, produce reports that measure agent and center performance, and reduce costs. ‘Forced adherence’ features help ensure agent compliance to schedules. Noble WFM offers features and tools targeted for outbound and blended environments.
“I am pleased to honor Noble Systems for its hard work and success. Noble’s dedication to improving the quality of technologies to better the contact center experience as well as the ROI for companies that use them,” said Rich Tehrani, CEO, TMC. “For 12 years, Customer Interaction Solutions magazine has honored companies that show excellence in advancing technologies and application refinements,” he added. The 11th Annual Product of the Year Award winners will be featured in the January 2010 issue of Customer Interaction Solutions magazine.
James K. Noble, Jr., President & CEO of Noble Systems, says, “Noble WFM with Outbound Plus helps contact centers automate the process of forecasting call volumes and agent scheduling, ultimately improving service levels and reducing costs. By unleashing WFM on the large amount of rich data gathered in the Noble contact center solution – or with virtually any dialer or switch – our users will see dramatic improvements in their abilities to forecast activity, manage staffing levels, and monitor performance. We are excited to have this technology recognized by Customer Inter@ction Solutions and TMC.”
About TMC®
Technology Marketing Corporation (TMC) publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and IMS Magazine. Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. TMCnet, TMC's Web site, is the leading source of news and articles for the communications and technology industries. Ranked in the top 6,000 most visited Web sites in the world by alexa.com*, TMCnet serves as many as three million unique visitors each month. TMC is also the first publisher to test new products in its own on-site laboratories, TMC Labs. For more information about TMC or the 2009 awards program, visit www.tmcnet.com.
About Noble Systems®
Noble Systems Corporation (NSC) is a global provider of contact center technology solutions, delivering systems since 1989. Every day, millions of contacts are made by agents at 3,000+ installations worldwide conduct business using the Noble® platforms for inbound/outbound/blended communications. The scalable, integrated Noble solution includes ACD and predictive dialing; unified contact processing for voice, email, and web; and integrated IVR, digital recording, messaging, quality control/monitoring systems, scripting, and real-time reporting and management tools. Noble Systems (Atlanta, GA) pioneered an open, scalable, fully-distributed platform. For more information on this item or the company, contact Lee Allum at 1.888.866.2538 x538 or visit www.noblesys.com.
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27.01.2010
Call Centre Job - Telesales Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Telesales Manager
Location
South Wales
Salary
50,000 + 50 % bonus
Details:
Company / Role Overview:
A multi site contact centre with a vision to grow this year and to improve all processes and profits. The role demands an experienced Telesales Manager that with the benefit of Telesales management experience and knowledge will fulfil the companies dreams of growing and becoming ever more successful.
Key Responsibilities:
• Daily telesales management of 100 FTE and Direct reports in a B2C environment
• Ongoing caching and management of the telesales department to ensure KPI’s are achieved
• Training and recruitment of staff
• Implementing new processes and procedures to increase sales
• Client management
Key Skills / Experience required:
• Attention to detail
• Experience of working in a contact centre environment
• Ideally experience of change and project management
• Strong telesales management experience
Package:
£50,000 + 50 % bonus
If you feel suited for this role, register with Softigator for free and get the details.
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25.01.2010
Key Themes of CallCenterWorld 2010 announced - Citizens Number 115 and more
Citizens Number 115 and Customer Service of Tomorrow – Key Themes of CallCenterWorld 2010
When CallCenterWorld, Europe’s largest contact centre conference and exhibition, opens its doors again in Berlin on 8 February 2010, the organisers expect again around 250 exhibitors and 7,500 visitors from around the world.
This year the organisers have again created a strategic and practical programme for the four day event, covering a variety of topics relating to personnel management, technology and business processes. Industry leaders will provide around 60 presentations – with social media and multi-channel management being high on the agenda for this year’s visitors.
In March 2010, the City of Frankfurt/Main will introduce the central citizens telephone number 115. Ahead of the launch, it will conduct a practical test during CallCenterWorld at the LiveCallCentre on 10 and 11 February.
Last year Germany launched its first citizens’ number – 115 - in selected model cities such as Berlin, Cologne, Hamburg and Duesseldorf. This one number offers around ten million residents a direct route into public administration and callers can find out for example if they have to apply for a new tax number, how long they will receive child benefit and so on. It is planned, that long-term the number is available across the whole of Germany.
The idea of a central citizens’ number is not unique in Germany - cities like New York and Rome have already shown the benefits of this approach.
Since the launch only a year ago, the figures speak for themselves, with around 80 percent of calls answered within 30 seconds and achieving a huge increase in accessibility of local authorities.
Visitors can experience Frankfurt’s new 115 customer service first hand by visiting the LiveCallCentre. A 300sqm organisational and spatial section of Frankfurt’s service centre is replicated there, demonstrating the perfect interaction between people, technology and space. Four members of the service centre will respond to live citizens’ enquiries, whilst representatives of the Interior Ministry, the State of Hesse and the City of Frankfurt will show the public, how a customer friendly, staff oriented, modern and efficient telephone citizens service can be organised.
Partners for this LiveCallCentre project are ASC, Avaya, Bfkm fingerhut+seidel GbR, GN Netcom, HCD Human CallCenter Design Planungsgesellschaft, INTERcept and Siemens.
How do we communicate in the year 2020? How will the call centre of the future work and how is customer service designed tomorrow? Questions and megatrends, such as the networked world, demographic changes and new technologies in the future oriented contact centre sector will be discussed.
Students of a local school have been invited to develop future scenarios for customer communication in the year 2020 as part of the national ‘Jugend denkt Zukunft’ (young people think future) initiative.
Supported by the German Mail Customer Service Centre in Berlin and cooperation partners defacto, verint and TeleTrain, the students have been able to simulate a model innovation process. They have imagined visionary worlds, developed creative products and examined the technical and financial impact.
The winning team of the competition will showcase its idea on 11 February at CallCenterWorld in conference forum in hall 3.
Further details are available at http://www.callcenterworld.de/en
About CallCenterWorld
CallCenterWorld is Europe’s largest international conference and exhibition for the contact and customer management industry. In 2009 the event attracted 250 international exhibitors and 7,500 trade visitors. Each year the conference and exhibition takes place in the Estrel Convention Center in Berlin, Europe’s largest convention, entertainment and hotel complex. For further information visit www.callcenterworld.de/en or call the information hotline +49 (0)6196 4722-805.
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19.01.2010
Speakers & topics announced for Customer Contact Planning on 19 – 20 April
Customer Contact Planning 2010 in Birmingham on 19 – 20 April
With keynote speakers including Bill Price, former VP of Amazon and over 50 sessions to choose from, this year’s programme will provide a great platform for learning.
The conference, entitled ‘Passionate about Performance: Planning to be the Best’ sets out best practice in a host of different areas and seeks to identify what drives successful performance. The event offers sessions that are ideal for almost anyone connected with contact centres including people managers, HR teams and senior strategic thinkers – as well as planners, analysts and operational managers.
The choice of sessions includes presentations, workshops, discussion and case studies, including the chance to hear from all the finalists in the 2010 Innovation awards and attend the awards gala dinner.
In addition to the main conference streams, which look at workforce management, quality and performance management, MI/analytics and Planning for People, with exciting presentations on homeworking, preference scheduling, job design and learning & development, there are a number of full day forums focussed on specialist areas of contact centre planning.
These forums include the National Outbound Forum, National Back Office Forum, a new Strategic Customer forum for senior managers and a forum dedicated to best practice in the transformation of public service.
“At the Planning Forum, we are passionate about performance and Contact Centre Planning 2010 links this with a focus on planning to be the best. It shocks me when I hear someone contrast people motivation or customer focus with the business-as-usual reality of planning or analysis. The truth is: it is the daily working practices and policies that create the performance culture which makes the best customer contact operations stand out as places where people love to work and customers go away delighted,” explains Paul Smedley, Executive Director of the Professional Planning Forum.
Capacity and accommodation packages are limited so the Professional Planning Forum urges you to contact them now to make sure you don't miss out.
Look online at www.planningforum.co.uk/conference for the full agenda and to reserve your place now.
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12.01.2010
Sony Europe consolidates CRM application with Dimension Data and Sword Ciboodle
London, U.K. – January 12, 2010 – Sword Ciboodle (www.sword-ciboodle.com), provider of customer-oriented business software and services, and Dimension Data (www.dimensiondata.com) the $4 billion IT solutions and services provider, today announced that they have jointly implemented a pan-European contact centre solution for Sony Europe’s Consumer Electronics division.
Sony Europe is a subsidiary of Sony Corporation, the global manufacturer of audio, video, communications and information technology products for consumer and professional markets. Sony is represented across Europe by sales divisions in each of its local markets, which are the single point of contact for both the channel partners and the end consumers in those markets. Sony Europe’s contact centres provide support for its pre-sales, post-sales and repairs services.
The solution for Sony Europe was designed and managed by Dimension Data and Sword Ciboodle, and is based on Sword Ciboodle’s award-winning, process-driven CRM software. It has been rolled out to Sony operations in all European countries and manages customer interactions across phone, email, white mail, fax and web contacts. Additionally it offers multi-channel support for contact history, case management, reporting, KPI management, outbound call back, and multiple languages.
Sword Ciboodle’s centralised architecture provides the end-user with a 360-degree view of customer information, and a consistent, accurate view of Sony products.
"We knew that we needed a solution that would help us strengthen our European Customer Support Activities by providing in one hand a strong, central and standard platform, and in the other hand a tool flexible enough to adapt to the local specificities we have across Europe," said Stephane Lissillour, General Manager Contact Centres, Sony Europe. "Dimension Data and Sword Ciboodle demonstrated that they could deliver the best solution, and our choice has been vindicated by the strategic benefits we are now realising within consumer electronics."
"Dimension Data and Sword Ciboodle have delivered a single platform for managing contacts, allowing our customers to reach us at any time and by any channel," added Lissillour. "The solution will also help drive our business by providing customer insight that we have never had before."
"Dimension Data is a recognised global leader in technology solutions for contact centres. Based on this expertise and experience in technology, business consulting and best practice contact centre management, we proposed and then managed the development and deployment of the new customer service application for Sony CSE based on the Sword Ciboodle platform. Now, Sony has a 100% fit business process interaction management system which will help them reinforce customer intimacy and cement their customer relationships to support Sony’s business growth" said Vincent Trentels, CIS Business Development Manager at Dimension Data in Europe.
"The project we have delivered for Sony Europe is a perfect example of how Sword Ciboodle can work with a world-leading brand name to deliver a customer-oriented solution that also has a deeper strategic value to the business," said Kenny Bain, CEO, Sword Ciboodle EMEA. "This is yet another successful implementation of Sword Ciboodle in an outstanding year for this company – a year that has been very hard on other companies in this sector – and we are looking forward to continuing this success as we move into 2010."
About Dimension Data
Dimension Data plc (LSE:DDT), a specialist IT services and solution provider, helps clients plan, build, support and manage their IT infrastructures. Dimension Data applies its expertise in networking, converged communications, security, data centre and storage, Microsoft and contact centre technologies, and its unique skills in consulting, integration and managed services to create customised client solutions www.dimensiondata.com
About Sword Ciboodle
Sword Ciboodle helps improve the way large organisations interact with their customers. The combination of award-winning, process-managed CRM software and specialist consulting and delivery services help Sword Ciboodle’s clients achieve higher revenues from their customers and reduce operational costs. Sword Ciboodle is consistently recognised by industry analysts as one of the world's leading customer-centric technology providers. For more information, please visit www.sword-ciboodle.com.
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