Daily News 2004/12/06

The choice of the largest out-sourcing contact center operator

　　Altitude Software, a leading provider of independent call center solutions has been chosen by Transcom, a business process out-sourcing institutes in European for a 3-year-long contract. According to the contract, Altitude Software will provide Altitude uCI7 call center solutions for the 40 sites of the latter.

　　Altitude Software, with global information resources and professional competence, has established a co-partnership with CRM service provider. It will surely bring a stable profits to Transcom through providing such a workflow solutions for the next generation of customer contact center.

ESOON won the bid for the system integration of the customer center of AIA Guangzhou Branch

　　On Nov. 30, 2004, eSOON was informed by relevant personnel from American International Assurance Company (AIA), that it had been chosen by AIA as the system integrator for the customer center of AIA Guangzhou branch and will provide PABX, IVR, Voice recorder, Genesys CTI products as well as Project Management.

　　ESOON believes that, with the advanced CTI products and professional technical team, it will surely help AIA enhance the business in China. After cooperating with AIA Shanghai and AIG HongKong, eSOON signed a new contract with AIG America.

BT Retail adopting RightNow's brand new Internet customer service strategies

　　BT Retail, subordinated to British Telecommunications, signed a contract valued millions of USD with RightNow. According to the contract, RightNow will provide online customer services for the customers of BT Business，BT broadband, BT Yahoo！Internet and BT Communication Equipment.
The 150 call center employees will use RightNow system to provide information to the customers accurately and quickly. The customers can also get access to the online payment services of BT.

　　According to the investigation on the results, the customer satisfaction index of the BT was twice as much as before. The in-calling flow was reduced significantly, and 99％ of the online customers can get the answer to their questions. As for the quickly growing ISP industry, the key to gain more benefits lies in creating and operating new business with the abundant information resources. Within 6 weeks after signing the contract, BT Business carried out the trial operation.