Convergys shares fall

Shares of Convergys, a US contract call-centre company with Ottawa operations, hit a 52-week low of $12.89 after sales fell 3% on weakening demand, reports Ottowa Citizen.

The company, which has closed several Canadian call centres because of the high Canadian dollar, said the weakening economy is hurting revenues.

Convergys says Canadian sales are still "pretty difficult."

Contivio.com's virtual contact centre solution delivered as a toolbar inside Microsoft Internet Explorer and offering the advanced functionality will now be available in the USA, states IT News Online.

Contivio is the creation of eOne Solutions Group, a software author with over 10 000 Microsoft Dynamics customers in the USA, which has been a primary contributor to the US$12 million in R&D funding developing the product.

eOne founder and CEO Simon Butler said, "Contivio is the only contact centre product delivered as a toolbar inside your browser with the ability to integrate into any on-demand or on-premise CRM system within minutes via our patented integration 'Angels.'"

Telephonetics VIP, a provider of voice automation and speech recognition technology, has integrated its Contact Centre telephony with Enterprise Case Management software from Lagan, to enable government organisations to improve call handling abilities, says CBR Online.

Mark Holmes, director of sales at Telephonetics VIP, said: "Lagan is a market leader in the provision of Enterprise Case Management solutions. With our common focus on enabling government organisations to improve their services, integration with Lagan is key to further enhancing our solutions for this market."

Integration of Lagan's ECM software with Telephonetics Contact Centre is expected to enhance the speed of handling calls by reducing data input from two systems to one. Display of caller's details on screen before taking the call will better equip the agent to handle the call.