Parsippany, NJ (PRWEB) June 13, 2007
TelecomWeb's "The Next Generation Contact Center Report" (http://www.telecomweb.com/ccr) features free weekly news briefs and articles geared toward helping companies migrate effectively to an IP Contact Center environment.
This week's briefs include:
•Developers Team For Next-Gen Contact Center
Intelligent customer-interaction solutions provider Amcat is working with Aculab to develop and deliver a new enterprise IP contact-center model...
•Avaya Agrees To Be Bought, But By Whom Remains In Question
Avaya has agreed to be acquired by TPG Capital LLP and Silver Lake Partners for approximately $8.2 billion but, in a highly unusual development, Avaya says the deal lets it continue to solicit higher offers from third parties...
•Genesys, Lekane Team For Mobile Contact-Center Support
The partners announced what they say is a "major technology breakthrough" that extends the contact center to reach mobile and field service staff while managing their availability and presence...
•Verint Closes Witness Systems Purchase
The combination of Verint and Witness Systems creates a leading global provider of workforce and enterprise optimization solutions...
•Aepona Unveils Call-Center Control App
Aepona, a supplier of service network products and solutions to telecom operators worldwide, has added a solution for next-generation call-center control it's named "C3"...
Feature articles on the "The Next-Generation Contact Center Report" include:
Contact Center Industry Continues to Experience Healthy Growth
The InfoTrack for Converged Applications 2006 Report on Contact Centers shows the volume of new agent seats shipped in 2006 continued to grow and reached a total of slightly more than 2.6 million, with new systems of 50,900. The distribution by manufacturer showed Avaya with more than one third of the total shipments. Nortel, Cisco, Alcatel, Genesys, NEC, Toshiba and Aspect were the second-tier leaders.
Survey Sez: More C-Level Support Needed For Contact Centers
Are contact centers perceived by senior enterprise management as strategic assets to their businesses and a high priority when it comes to investment in growth and capabilities upgrades? Get findings and analysis from our revealing survey of contact center professionals.
Top Ten Leverage Points for Improving Contact Center Performance
Why do some Contact Centers achieve quantum leaps in performance while others just chug along? Faced with a plethora of new offers promising improved performance, contact center managers must first prioritize and focus on the areas that will deliver the most effective improvements for them. Start with our picks for the Top Ten Leverage Points for Improving Contact Center Performance.
To read articles, news briefs and white papers free, please visit "The Next Generation Contact Center Report" at http://www.telecomweb.com/ccr.
About The Next Generation Contact Center Report
The Next Generation Contact Center Report Site is devoted to providing news, analytical articles, white papers, case studies, interviews with executives and other forms of information designed to help companies migrate effectively to an IP Contact Center environment. Visit The Next Generation Contact Center Report at http://www.telecomweb.com/ccr.
TelecomWeb encompasses global market-intelligence InfoTrack reports; daily e-letter TelecomWeb news break; TelecomWeb wireless, TelecomWeb broadband and TelecomWeb policy content packages; tariff consultancy Tarifica; and the Web-based business-telephony-product database TelecomTactics. To learn more about TelecomWeb, please visit http://www.TelecomWeb.com.
Debra Wayne, managing editor, 301/354-1801, telecom @ telecomweb.com