Lucent Technologies completes Mozaix merger

Lucent Technologies has finalised its merger with Mosaix, which will become part of Lucent`s Business Communications Systems unit and focus on delivering customer relationship management solutions.

CC provides call centre, intranet infrastructure to Care Assist

To ensure consistent capacity and uptime of its call centre services, Care Assist has installed Intel server solutions from Computer Configurations (CC), a CCH company.

ATIO introduces Dictaphone`s call monitoring for call centres

ATIO has released Dictaphone`s Da Vinci QMS, a system that gives call centres a customer-focused monitoring technology combined with customer service evaluation tools and training programs.

Choose CRM software with caution, warns Ovum

Many companies are considering implementing CRM (Customer Relationship Management) software, but they need to give serious thought to their customer delivery channels before making their choice. So says independent research and consulting company Ovum, in a report released today: Ovum Evaluates: CRM in the Front Office.

Implement the "big five" call centre technologies effectively and reap the benefits

Microsoft, Siebel Systems in strategic alliance

Microsoft and Siebel Systems have signed a strategic agreement to deliver the Microsoft SQL Server 7.0 relational database as a core component of the Siebel Web-based front-office application family.

Calibre Solutions to distribute Pivotal solutions

Calibre Solutions, a supplier of customer relationship management software applications, has secured the rights to distribute a range of solutions from Pivotal Software. The products, Pivotal Relationship 99/SQL 7 and Pivotal eRelationship, are both Internet- and networked-based.

Quintron and MIP partner in IVR project

Calling up a storm at Call Centres Africa `99

[Iwan Pienaar] Call centres are hot, says AiC Worldwide, organiser of the Call Centres Africa `99 exhibition held at the MTN Sundome this week. The event attracted a record turnout, with Tracy Freeman, head of operations for AiC, estimating that close to 3 500 visitors attended the show over the course of the three days. And exhibitors agree that there is a huge demand for call centre solutions, making for fierce competition within the industry.

Advanstar announces VOICE Africa `99

Advanstar Communications will stage its first international call centre and computer telephony exhibition in SA at Gallagher Estate from 20 to 22 September. The event, VOICE Africa `99, will showcase the latest in call centre and computer telephony technologies.

CRM in focus at Call Centres Africa `99

[Chris Tredger] Speaking at the Call Centres Africa `99 conference at the MTN Sundome today, Janice Anderson from Lucent Technologies highlighted that customer relationship management (CRM) should be seen as a business discipline supported by technology.

Call Centres Africa `99 calls the shots

[Bronwen Kausch] Call Centres Africa `99 kicked off its three-day run this morning at the MTN Sundome conference centre in Northgate. A larger than expected crowd was easily catered for and a capacity delegation gathered for the opening remarks from Andrew Briggs of The Merchants Group. First keynote speaker, Elizabeth Winter, president of Call Centre Consulting Connection, highlighted the fact that South African businesses can no longer count on the consumer apathy that was once the norm of this country.

Much-vaunted Spicer CRS division now ready for business

[Chris Tredger] Spicer Holdings officially launched its much-awaited Customer Relationship Solutions (CRS) division at a lavish affair in Sandton last night. The CRS division aims to develop clients` customer relationship strategy and combines with other subsidiaries to continue to offer specialised IT service, software and communications solutions. MD Mike Higgo described the new division`s strategy as "aggressive" and business-focused.