ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


Call Center Technology Roundup December 15, 2011

Cisco Introduces CloudVerse Framework, Includes New Cloud-Centric Solutions

Cisco has introduced the Cisco CloudVerse, an end-to-end framework supported by the company's cloud enablement services and designed to enable organizations to build, manage and connect public, private and hybrid clouds. The CloudVerse is comprised of three core elements: Cisco Unified Data Center, Cisco Cloud Intelligent Network and Cloud Applications and Services, each featuring new solutions. The Unified Data Center has added Cisco Intelligent Automation for the Cloud, offering automated provisioning and management of data center resources, and the Cisco Network Services Manager which automatically creates, deploys and modifies physical and virtual networking resources. The Cloud Intelligent Network has added the "Cloud-to-Cloud Connect" enabling dynamic resource identification, allocation and optimization via the Cisco Network Positioning System. The Cloud Applications and Services, including Cisco's Hosted Collaboration Solution (HCS) for cloud building, now offers Private Cloud HCS, Mobile HCS and Customer Collaboration. The solution has already been adopted by local governments, service providers and enterprises including: Fujitsu, Qualcomm, LinkedIn and ACS.

NACR's CallNACK Complies with Avaya Solutions

The CallNACK call management application from NACR has been compliance-tested for and officially rated compatible with key Avaya solutions. Designed to help businesses fine-tune their contact center operations, improve call handling, and enhance customer service, the CallNACK is compatible with the Avaya ACE, the Avaya Aura Communication Manager and the Avaya Aura Session Manager. The CallNACK application enables a company to proactively check its outbound calling lists against the national database to ensure compliance with the Do Not Call registry, enforces local calling hours and automates the calling process among other call handling features.

EarthLink Complete Business Suite Offers Private, Customizable Network Options

EarthLink recently launched the EarthLink Complete suite of business voice, data, and Internet solutions, including: EarthLink Complete Data, EarthLink Complete Voice, EarthLink Complete Security, EarthLink Complete Equipment, and EarthLink Business Mobile. The suite can customize a private multi-location network, prioritize network traffic utilizing multiple access technologies to meet the customer's specific requirements and guarantee critical network performance, which provides businesses with the flexibility to use a blend of access technologies for connectivity, including DSL, T1 and Ethernet, all of which provide Quality of Service (QoS). The suite integrates EarthLink’s hosted Voice over IP applications and private MPLS networks with equipment, mobile and security offerings to provide businesses with a fully customizable communications portfolio leveraging the company's network and secure IP infrastructure.

The EarthLink Complete also offers the myLink customer portal that provides a centralized on-demand gateway to an EarthLink Business account. The suite is currently available in the continental US.

GPI Releases New Translation Services Connector for RightNow CX

Globalization Partners International (GPI) has released the RightNow CX Suite Connector, enabling Suite users to initiate translation workflows and to track and manage global translation projects in over 100 languages, from Arabic to Spanish. The add-in translation connector can be installed n the client side to extend the RightNow client UI and allows users to send content for translation including answers and attachments, products, categories and dispositions into and from any language.

Facebook Campaign Manager Added to Awareness’ Social Marketing Software

Awareness Inc. has added the Awareness Facebook Campaign Manager to its Social Marketing Management Software (SMMS), expanding the functionality of its Social CRM. Included in its features, the Facebook Manager provides a set of templates for frequently used promotional tabs and enables companies to create and manage custom tabs within the Awareness Social Marketing Hub. The Manager also enables the collection of deep social profile data, such as email addresses, other Facebook "likes", location, birthday, relationship status and among others. The new tool also allows users to build custom branded campaigns fully integrated with the Awareness Social Marketing Hub, while assigning permissions and controls to team members.

Christina Hammarberg is the former associate editor at ICMI.