Wednesday, November 4, 2009

call center certification

The EIC test program is geared to the certification of a specific PC-based server configuration running Windows NT. In order to be approved, the server must successfully process a number of calls using Interactive Intelligences Call Center Simulator, a complete, integrated client/server communications system for configuring a wide variety of sophisticated networked telephony functions using a simple "drag and drop" application generator. Standard applications include PBX, ACD, IVR, Voice Mail, Fax Server, Web Gateway, supervision, administration and others. Certification requirements also include completing the test with no hardware-related alarms, maintaining power levels through failover and other criteria. Upon completion of the test, full results are posted on the Interactive Intelligence web site at.
ICS Advents current EIC-certified server, the Model 7520-44HR, offers standard ISA bus technology in 20-slot single, dual and quad computer configurations. Chassis options include PICMG ISA/PCI combination backplanes with up to 16 full-length PCI slots. A choice of hot-swappable power supply and drive options are also provided to make the 7520-44HR an ideal general-usage platform for a wide variety of CTI and telecommunications market niches.

Monday, September 14, 2009

XLM Solution

XLM Solutions is a team of experienced software consulting and system integration professionals with specialized knowledge of product lifecycle management (PLM), Internet and Microsoft technologies and other enterprise software solutions. xLM provides end-to-end PLM services, including requirements analysis, installation, configuration, customization, support and maintenance. Our specialized knowledge of PLM systems ensure our clients' needs are properly and efficiently met.

All data has a lifecycle and proper management of this cycle is crucial for organizational success. Without appropriate management, firms can lose valuable intellectual assets, competitive advantages and potentially even market share, in addition to wasting time and financial resources.

PLM leverages new business processes and the power of the Internet to provide a comprehensive view of product data throughout products’ life cycles. PLM solutions deliver secure, anytime-anywhere access to business and product information. They foster collaboration between contributors from internal organizations and third parties, such as suppliers, partners or customers, during all phases of product development. Proper implementation of a PLM solution enables companies to achieve its objectives and provide the structural building blocks that nurture team interaction within a secure access environment.

Our clients include a wide range of organizations, many of which need to manage proprietary, classified or otherwise sensitive information. These types of data may include engineering/manufacturing product specifications, medical records and municipal records.

xLM Solutions provides its clients with tools and capabilities for successful information systems management.

Thursday, September 10, 2009

call center digital signage

Spectrum Corporation is a global provider of real-time Call Center Digital Signage and Software for the contact center including award-winning enterprise software applications designed to collect real-time and historical data, which can be displayed on LCD screens, wallboards, desktops, Mobile devices, web pages and much more.

This month, at the International Alliance of Avaya Users (InAAU) conference, Spectrum (News - Alert) will be showcasing their flagship products NeXorce and VectraView and discussing updates about products such as the newly released Avaya (News - Alert) Agent States collector and the latest releases of NeXorce and VectraView. Those who wish to discuss their flagship products further can visit Spectrum in Booth

Thursday, September 3, 2009

Open Source CRM Solutions

The Top 10 Open-Source CRM Solutions

Open-source software is not for businesses who want out-of-the-box complete applications, but it makes sense for companies that want to tailor every aspect of the CRM experience from the ground up.

CRM buyers might have very few choices were it not for open-source applications. The CRM field is dominated by huge players such as Oracle Corp. and SAP, and the open-source model is perhaps the easiest way into the CRM market for new companies. Open-source CRM projects have been proliferating; SourceForge Inc. lists 369 active open-source CRM projects. The following 10 open-source CRM solutions have risen to the top of the list.

1. SugarCRM Inc. is the 800-pound gorilla in the open-source CRM category. Founded in 2004 by John Roberts, Clint Oram and Jacob Taylor, the Sugar open-source code has been downloaded more than 3 million times. The company has received $26 million in venture financing and employs more than 100 people. More than 12,000 companies use SugarCRM including Honeywell International, Starbucks Corp., First Federal Bank and BDO Seidman LLP. SugarCRM is written in PHP and is compatible with the MySQL database.

2. SplendidCRM Software Inc.'s development team formed in November 2005. The application is built on the Microsoft platform (Windows, ISS, SQL Server, C# and ASP). Designed for system integrators, SplendidCRM allows administrators to add user-customizable features such as .NET 2.0’s Themes, Web Parts and AJAX. SplendidCRM is positioned as a competitor to SugarCRM, as the two applications share many of the same features. For instance, both offer an Outlook plug-in and the ability to add custom fields.

3. CentricCRM has been around for seven years and has achieved a great deal of stability and robustness. In June 2007, CentricCRM (renamed Concursive as of December 2007) received investment funding from Intel Capital, the venture capital arm of Intel Corp. CentricCRM is aimed at the small-business market, although it has scaled up within Fortune 500 companies. Its more complex features can be turned off if they are not needed, and the administrative console allows for a great deal of customization. The free version comes with five user licenses. Centric CRM is written in Java and is compatible with MySQL databases.

4. Hipergate bills itself as “the most complete open-source Java CRM and groupware.” That’s a lot to pack into a single package, but this enterprise-class application seems to have it all. Its functional modules include collaboration and groupware; contact management; project management and support-issues tracking; an e-shopping module with multiple catalogs and payment processing; a content -management module; mass email distribution and tracking; a corporate library; roles-based security; queries and reports; and more. Written in Java and JSP, hipergate is operating system-independent. Databases with which it is compatible include Microsoft SQL Server, MySQL, Oracle and PostgreSQL.

5. Compiere Inc. offers a complete ERP (Enterprise Resource Planning) and CRM application with support for marketing and sales, human resources, inventory control and more. There is even a full business-accounting package, something often seen in open-source software. Compiere received a $6 million injection of venture capital in June 2006. Compiere is written in Java, JavaScript and PL/SQL, and it is compatible with JDBC and Oracle databases.

6. Vtiger CRM is built upon the LAMP/WAMP (Linux/Windows, Apache, MySQL and PHP) architecture, with the main development team based in Chennai, India. Vtiger CRM includes SFA (Sales Force Automation), customer-support and -service, marketing automation, inventory-management, multiple database support, security-management, product-customization, calendaring and email-integration features. It also offers add-ons (Outlook Plug-in, Office Plug-in, Thunderbird Extension, Customer Self-service Portal and Web Forms) and support for other add-ons. Vtiger is written in JavaScript, PHP and Visual Basic. It is compatible with ADOdb, MySQL and PostgreSQL databases.

7. CentraView Inc.'s offering is a combination of contact management, SFA and CRM functions. Its source code is J2EE-based and builds on the MySQL database. The first version of CentraView was released in November 2004, for the Linux and Windows 2000/XP platforms. Today, the software is offered in both hosted and downloadable forms. Centraview CRM is written in Java and JSP and is compatible with MySQL databases.

8. XRMS CRM is a Web-based application suite that incorporates human-resources management, SFA and CRM. It is an on-premise solution for the small to midsize company. XRMS CRM includes computer telephony integration and the ability to add plug-ins for programs such as Outlook. XRMS CRM is operating-system independent, and it is written in an interpreted language (PHP). Compatible databases include ADOdb, SQL-based, Microsoft SQL Server, MySQL and other network-based DBMS.

9. Cream CRM is a multilingual application designed for media organizations. The application tracks sales orders, payments, shipments, services, online and print subscriptions, and the effectiveness of promotional campaigns. Modules allow communication with customers via newsletters, email and a Web interface. Cream CRM is an initiative of the Media Development Loan Fund's Center for Advanced Media in Prague, Czechoslovakia. Cream CRM runs on FreeDSB, Linux and Windows 2000/XP. It is written in Java and JavaScript.

10. Tustena CRM is a Microsoft-centric application written for enterprise-class organizations. It comes in three solutions: On Demand, Business and Open Source. On Demand is the hosted version, while the Business version is installed on clients' site and features tech support. Users who opt for the Open Source version get the source code and can modify it as they wish, relying on the community for support. Tustena CRM is written in C#, ASP.NET and JavaScript. It is compatible with Microsoft SQL Server.

Friday, August 28, 2009

Call Center CRM Features

These are just a few of the customer service software as a service features designed to maximize agent and customer success:

  • Agent Console. In contrast with customer support software alternatives, customer service software as a service from gives your agents a 360-degree customer view to speed case resolution and consistently delight customers.
  • Reports and Dashboards. Executives, managers, and agents alike get complete visibility across all the metrics that matter to each.
  • Case Management. Customer service software as a service comes with smart workflows for documenting, resolving, and reporting customer issues.
  • Case Collaboration. customer service software as a service makes it easy for agents to enlist each other company-wide, to solve the most challenging customer concerns.
  • Ideas Management. With’s customer support software as a service, you gain unique technology for harnessing “the wisdom of the crowd,” with ideas for better service and higher productivity.

ISO 9001 2000

SGS Proudly Announces TL 9000 and ISO 9001:2000 Registrations of 2Wire, Inc.

SGS is pleased to announce TL 9000 and ISO 9001:2000 registrations for
2Wire, Inc., a provider of integrated broadband solutions.

2Wire, Inc. provides integrated broadband solutions for leading service
providers throughout the U.S., Canada, Latin America, Europe, Australia,
and Asia. The 2Wire portfolio of products and services includes
intelligent gateways, multi-service media platforms, remote management
systems, value-added services, and call center customer support.

"We are proud of this most recent recognition of the strength of our
quality management system and practices," said Martin Lynch, executive
vice president, operations, 2Wire. "For nearly a decade, 2Wire has been
providing its service provider partners with carrier-class,
industry-leading products and services. These prestigious certifications,
recognized by industries worldwide, underscore our continued commitment to

Globally-Recognized Quality Standards

ISO 9000 is a set of quality management system requirements for
organizations that design, develop, manufacture, install, and/or service
any product. This globally-recognized family of standards forms the
foundation of the TL 9000 Quality Management System. Developed by the
QuEST (Quality Excellence for Suppliers of Telecommunications) Forum, the
TL 9000 Quality Management System adds telecom-specific requirements
beyond those stated in the ISO 9001:2000 standard. By establishing
quality requirements and measurements for the telecommunications industry
that parallel rapid technology changes and customer expectations, TL 9000
provides a basis for continual improvements to quality management
practices, thereby fostering uniformity and effectiveness across all
products, reducing redundancy, and enhancing customer satisfaction.

Expanded Quality Management Practices

2Wire was certified for both TL 9000 and ISO 9001:2000 registrations for
the design, development, sale, order fulfillment, and call center support
of broadband gateway products.

In obtaining both TL 9000 and ISO 9001:2000 registrations, 2Wire has
expanded its quality management practices to adhere to globally recognized
industry standards for benchmarking, best practices, and continuous
improvement. In addition, as a member of the QuEST Forum, 2Wire will
contribute toward defining and developing future requirements and
forthcoming changes to the TL 9000 standard.

For more details on SGS registration services, please visit

About 2Wire

Engineered for the carrier and optimized for the subscriber, 2Wire
broadband solutions provide simple, powerful user experiences. 2Wire
products and services include residential gateways, multi-service media
platforms, remote management systems, value-added services, and customer
support. 2Wire customers are leading broadband providers throughout the
U.S., Canada, Latin America, Europe, Australia, and Asia, including AT&T,
Telmex, BT, EMBARQ, Bell Canada, SingTel, Telstra and others. For more
information, visit

2Wire is a registered trademark of 2Wire, Inc. in the United States and in
other jurisdictions throughout the world. Other 2Wire product and service
names are trademarks or registered trademarks of 2Wire, Inc.

Thursday, August 27, 2009


Dutch is a West Germanic language spoken by over 22 million people as a native language,and over 5 million people as a second language.Most native speakers live in the Netherlands, Belgium, and Suriname, with smaller groups of speakers in parts of France, Germany and several former Dutch colonies. It is closely related to other West Germanic languages (e.g., English, West Frisian and German) and somewhat more remotely to the North Germanic languages.

Dutch is the parent language of several creole languages as well as of Afrikaans, one of the official languages of South Africa and the most widely understood in Namibia. Dutch and Afrikaans are to a very large extent mutually intelligible, although they have separate spelling standards and dictionaries and have separate language regulators. The Dutch Language Union coordinates actions of the Dutch, Flemish and Surinamese authorities in linguistic issues, language policy, language teaching and literature.