Epiphany looks to beef up call center
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CRM software maker Epiphany Inc. this week is rolling out new analytical software, including two new products and vertical-specific bundles aimed at the communications and retail finance industries.
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Revamped website signals desire for broader customer base
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For about a decade, Frances B. Craig looked for a product to build her company around. She had started an information technology consulting company but missed building software to help companies operate efficiently.
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(InfoWorld) - Dell opened itsÂ second call centerÂ in the Philippines on Thursday and disclosed plans to significantly increase its workforce there. The new center in Quezon City will provide technical support and other services to Dell customers in the U.S. and will initially employ about 200 people. It includes training labs that simulate networked home and office environments, Dell said in a statement. Its opening comes a year after Dell started up its first call center in the Philippines. The Asian nation is a favored location for call centers because of the high level of English language skills and relatively low wages. The first center in Pasay already employs 1,400 people so with the addition of the Quezon City center Dell's workforce is now around 1,600 people. The company said it plans to hire a further 1,000 people to take the total number of employees in the Philippines to 2,600. Worldwide Dell has about 25 such centers. Â
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This week, a company is launching technology that will make it possible for someone to choose what appears on phones that have Caller ID, the feature for displaying identifying information about an incoming call.
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The job cuts are a part of the company&#39;s efforts to shift its focus to business services and cut costs amid the competitive long-distance telephone services market.
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Faced with an explosion of communications tools such as wikis, blogs and instant messaging, companies continue to wrestle with the logistics of compliance and control. Some enterprises, however, are finding a positive path.
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(InfoWorld) - Dell will open a second call center in the Philippines early next year to provide additional tech support for its U.S. customers. The center is expected to take its first calls in February 2007, Dell announced on Thursday. It follows the opening of another call center in the country earlier this year. Dell announced in March that it would increase the staff at that call center from 700 to 1,400 employees. The staffing level for the new center has not yet been set, it said. Dell also said it will will invest more than $150 million in customer service this year. The company has opened 10 call centers over the last two years. Other investments include using broadband connections for support teams to remotely troubleshoot problems with PCs. Dell has borne the brunt of an increasingly tough PC market. Earlier this month, the company reported a profit of $502 million for its second quarter, down by more than half from the same period a year before. Dell blamed a slow market and continued pressure on prices. At the same time, the Round Rock, Texas, company said the U.S. Securities and Exchange Commission isÂ investigating its financial reportsÂ prior to its 2006 fiscal year.
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By Anna Marie Kukec Daily Herald Business Writer  Making a telephone call through the Internet is a lot like the Wild West.  The technology is still in its infancy.
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Medical software developer uses Web services to answer the call to do more with less.
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Selling a &#36;1 million server software requires more finesse than selling a Crock-Pot, right? Maybe not. Some of the biggest names in technology, like Cisco Systems, Microsoft, BEA Systems and PeopleSoft, now use a tactic traditionally reserved for unwitting consumers after 6 p.m.: the cold call.
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Phone service that's available wherever there's a Net connection is approaching 2 million users.
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District officials launched an expanded 311 call center yesterday aimed at making customer service more efficient. But the new system angered a key D.C. Council member who warned that it could slow the city's response to emergencies.
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(InfoWorld) - Citrix Systems Inc. has teamed up with Cisco Systems Inc. to let users easily call phone numbers that appear in any application they're working on. With Citrix Presentation Server, enterprises can run applications centrally and have employees simply work with an image of the application on each client device. Through integration with Cisco's CallManager VOIP (voice over Internet Protocol) system, the companies have been offering a click-to-call feature for a limited number of applications. After rolling a mouse over any phone number that appears in an application, users see a pop-up menu and can click on the option "Call" to dial the number on a Cisco phone. Starting in mid-January, the companies will make that feature work any application deployed via Presentation Server. Along with expanding the capability, they also plan to add other communication functions, including e-mail, instant messaging and Web conferencing, to the drop-down list, said Barry Phillips, senior director of product marketing at Citrix. VOIP turns phone calls into one more application running over the same network that carries data, so integrating voice and other communications into applications is a major thrust in the use of the technology. The convergence of voice and data originally was promoted as a way to save money and simplify administration. Now Cisco and Citrix, along with other vendors, are downplaying the economic argument in favor of new ease-of-use features for end users. Presentation Server is designed to slash client systems management and give IT managers more control over enterprise applications. It runs the applications on a central server that registers keystrokes and mouse clicks from client devices and sends an image of the running application to the user's screen. The City of Winter Park, Florida, doesn't run any applications on Presentation Server but uses other Citrix software to link its Cisco VOIP phone system with Active Directory and enable additional features. The combination has worked well, delivering capabilities including a one-click dialing feature that works in Microsoft Corp.'s Internet Explorer, said Parsram Rajaram, a senior systems analyst for the city. Cisco and other vendors are also working on putting voice-calling functions in standard applications that reside on clients. "Over time, we're going to expect this as a core functionality of our applications," said Elizabeth Herrell, an analyst at Forrester Research Inc. It's part of the move toward unified communications, which will bring together different forms of communication along with presence technology that detects how a person should be reached at a given time, she said. The click-to-call feature will be part of the Application Gateway and Citrix Voice Application Suite. Priced at US$50 per user for a perpetual license, the suite also includes other features such as tools for handling voice mail through the phone's display and paging employees and groups through phone speakers. It runs on Cisco's Application Gateway, which costs $5,115. The offering is part of Cisco's standard catalog and any Cisco reseller can offer it, the companies said.ADVERTISEMENTNEW IT SERVICES FROM IBM: EASIER TO BUY AND IMPLEMENTDiscover a simpler, more cost-effective way to get the solutions your company needs to grow more flexible and efficient.
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The once-troubled software company is putting in place the ingredients for growth.
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The hardware networking company is trying to break out of the doldrums.
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Company looks to juice its application server business with a version tuned for smaller organizations.