ICCM News Roundup

ICCM News Roundup

Envision introduces a workforce management tool; Verint's ULTRA Express leverages every customer contact to optimize call centers' processes; and Aspect Iphinity Call Center and Aspect Iphinity Workforce Management (WFM) are designed to bring enterprise level functionality to SME contact centers.

By David Myron

Posted Aug 26, 2003

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Call center vendors used the International Call Center Management (ICCM) Conference and Expo in Chicago this week as a sounding board for their most recent product releases and name changes. Envision Telephony unveiled a new look and new product name to better represent the contact center solutions that Envision offers, according to company executives. Products will carry the Envision brand name, replacing Click2Coach. The change comes as Envision introduces a workforce management tool to its quality monitoring and eLearning software products, providing an integrated workforce optimization suite, called Envision Performance Suite. "Envision Performance Suite is the first fully integrated combination of workforce management, quality monitoring, and eLearning. The suite answers the following questions: How many agents do I need? How well are my agents doing? What do I need to do to make them better? Our solution answers all of those three key questions," says Diane Williams, director of marketing at Envision. Verint today introduced its ULTRA Express, an intelligent recording solution for small to midsize contact centers. Based on Verint's ULTRA Intelligent Recording solution, ULTRA Express leverages every customer contact to optimize call centers' processes, to help increase productivity, and to satisfy compliance and risk management requirements. Aspect Communications today announced Uniphi, a contact center architecture that joins workforce, information, and communications solutions to help businesses transition to IP-based technologies. As part of the architecture announcement, two new solutions were unveiled that enable businesses to operate a hybrid IP/PSTN call center without the need for third-party I-gateway hardware. The first two products developed on Uniphi are Uniphi Connect and Aspect Call Center version 9. Aspect also unwrapped its Iphinity suite of bundled solutions for small- and medium-enterprise contact centers. The turnkey solutions, Aspect Iphinity Call Center and Aspect Iphinity Workforce Management are designed to bring enterprise level functionality to SME contact centers.

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