BT unveils pay-per-minute service

BT has unveiled pricing structure for its Next Generation Contact Centre (NGCC) aimed at further helping customers to prevent downtime in their contact centres, reports Bobsguide.

BT's NGCC is an 'out-of-the-box,' multi-channel hosted contact centre service which bundles together the features of BT's CRM portfolio to offer businesses a fully hosted contact centre functionality. It is hosted by BT and available on a 'pay-as-you-use' basis.

Research from the European Contact Centre Confederation of Organisations shows a large number of European call centre customers want a price-per-minute model with network traffic embedded.

Jacada's has introduced JacadaAdvisor which combines the company's Windows/Web integration and interaction management technology with HTML-compatible 'application bubbles', that enable in-line and in-context data feeds, states TMCnet.

These features reduce training effort and expenses while enhancing customer interactions by providing a heads-up, contextual interface to key information.

“Training is a huge issue in the customer call centre and JacadaAdvisor directly addresses this concern in a non-invasive, cost-effective package,” says Richard Stern, senior VP of global marketing and products for Jacada.

Ambir Technology has picked up $330 000 in federal funding which it will use to build an automated remote infrastructure management application, writes IT World Canada.

The IT services and application development firm says its software, currently being developed under the 'Augrey Project' codename, will simplify the technical support of off-shore call centres and allow technical staff to manage these centres remotely.

The company received the cash as part of the National Research Council of Canada's Industrial Research Assistance Programme. “Right now it's a very manually intensive process to do troubleshooting in the contact centre space,” says John Munro, Ambir VP of sales and marketing.