WWWorld.ru · Темы дня · Разделы дня · Интересы дня · 2012 · Свежие новости

Специалисты компании "Открытые Коммуникации", предоставляющей решения по автоматизации процессов взаимодействия с клиентами в контакт-центрах, провели для speechblog.ru - профессионального блога о речевых технологиях - исследование качества обслуживания клиентов в call-центрах ведущих купонных сервисов. Результаты свидетельствуют об имеющихся существенных рисках снижения лояльности пользователей у трех из семи крупных игроков рынка, включая крупнейшего. Завоевать лояльность клиента всегда сложнее, чем потерять ее. Кроме того, известно, что сведения о негативном опыте распространяются на порядок активнее, чем информация о положительном потребительском опыте. В случае скидочных сервисов этот опыт, особенно - негативный, приобретается при обращении потребителей в контакт-центр "поставщика купонов", ведь даже в случае неудовлетворительно оказанной по... CNews »

TORONTO (Reuters) - Research In Motion faced renewed calls for a change in its leadership on Thursday, hours ahead of the quarterly results that could fuel criticism over the BlackBerry maker's poor performance and sagging share price. Reuters: Internet News »

In this digital age, there's no shortage of tech gifts for business people. So, since virtually every business person already uses tech throughout the year at their day jobs, why not give something that they might never buy otherwise? Take Jawbone's Jambox, for instance. It's a wireless, 85 decibel, 12 ounces, $200 portable speaker with microphone that, connected by Bluetooth to your smartphone, allows a group to conduct a conference call without straining to hear or speak. If you were playing music through Jambox before the conference call, the music resumes after the call is done. It can also be used to provide accompanying sound for presentations made with a tablet -- or, if you are so inclined, to provide the soundtrack for the tablet-based game you're playing. Mouse Ring, AGloves Speaking of presentations, consider the $60 Mouse Ring from Hammacher Schlemmer -- a wireless mouse that fits on a forefinger as a ring might. There's "left" and "right" mouse buttons, as well as a thumb touch pad with an optical sensor having 1,000-dpi sensitivity, and it can communicate up to 30 feet away with a receiver that plugs into a USB port for any Windows 7, Vista, or XP computer. But before you leave the tres-unique confines of Hammacher Schlemmer, check out The Only 75-inch Widescreen Personal Movie Theater. It's a set of glasses containing two high-res, 852 x 480, miniature LCDs in the inside of the eyepieces, plus dual stereo noise-isolating earphones. The company said it gives the experience of watching a widescreen 75-inch TV from 10 feet away, with 24-bit true color and a 35-degree field of view. The $500 system connects to any of Apple's mobile devices, a portable DVD player, or a personal video game system, and is perfect for those long flights when you just want to... newsfactor.com »

The city's 911 operators are now able to give callers details about emergency events, reversing what the Sept. 11 Commission determined were flaws in a system that a decade ago denied people inside the burning World Trade Center potentially lifesaving information, officials said Thursday. "Call takers now are given specific information dealing with a particular emergency so that they can transfer that information to callers much more quickly," police Commissioner Raymond Kelly said at the formal launch of a new $680 million 911 call center. The new technology at the Brooklyn center will put more information into the hands of the 911 call takers, allowing officials to feed them information about an emergency and automatically showing them a map of the location of each caller. It also will prevent the system from getting overloaded in the event of a catastrophe, city officials said. In 2004, the federal commission, which was created to study the terror attacks and make recommendations designed to prevent future attacks, concluded that on Sept. 11, 2001, the phone system's operators and dispatchers were unaware that fire chiefs were evacuating the doomed twin towers because the city had no way of relaying that information. As panicked people called 911 seeking guidance on how to escape the burning 110-story buildings, the operators answering the phones were able to offer little help, and some told workers not to evacuate. More than 2,750 people were killed in the attack on the twin towers. The commission concluded that an unknown number of victims might have had a chance of survival if 911 operators had told them not to flee upward, where some found locked roof doors and no hope of escape. On Thursday, emergency officials said that the new call center is able to support a queue of 1,900 emergency calls -- up from 500 in 2001.... newsfactor.com »

Оператор мобильной связи «МТС Украина» рассказал, чем в новогоднюю ночь интересовались абоненты, обращаясь в call-центр оператора.
Оператор мобильной связи «МТС Украина» рассказал, чем в новогоднюю ночь интересовались абоненты, обращаясь в call-центр оператора. Об этом «proIT» сообщила пресс-служба оператора. Так, в новогоднюю ночь с 31 декабря 2011 г. на 1 января 2012 г. на номер 111 call-центра МТС п it.siteua.org »

I'm writing this app review from my hotel room in Wellington, New Zealand. I'm here visiting Weta Digital, the renowned visual effects company responsible for the "movie magic" in flicks such as Avatar, The Lord of the Rings and Rise of the Planet of the Apes. Along the way I've found some magic of my own: an app that lets you place a call to anywhere in the U.S. or Canada -- for free -- even from Down Under. After all, calling home to speak with my wife and kids would cost a pretty penny if I did it from a hotel phone or my smartphone. Aptly called Free Calls With MagicJack, this free app for the iPhone, iPad and iPod Touch devices lets you make free calls to U.S. or Canadian phone numbers. It worked like a charm in Toronto to call elsewhere in North America, but I wanted to see if it could be used to call the U.S. and Canada from overseas, as the app description promises. I took advantage of my hotel's free Wi-Fi and dialed my home phone, as well as my wife's mobile phone. Not only did it work, but the call quality was quite decent. On the iPad, I tried the tablet's built-in microphone and speaker, as well as an iPhone headphone cable for more discreet conversations. You can also call phone numbers when you're using 3G networks, but placing calls over a free Wi-Fi network at a hotel, airport or cafe ensures you don't have to pay anything. While the Skype app has the added benefit of video, you can't call a landline or mobile phone unless you want to pay to "Skype Out" for a few cents a minute. And unlike NetTalk, a similar iOS app that can turn your iPad into a free phone, MagicJack also... newsfactor.com »

Мы все такие хрупкие и ранимые и зачастую сами о своей безопасности не заботимся. Есть такие компании как Volvo, которые это понимают и внедряют передовые технологии, увеличивая и увеличивая степень защиты и удобства в производимых им автомобилях. Ведь высшая степень комфорта это не то что кресло удобное, а то, что ты ощущаешь в нем себя в безопасности. Для максимизации уровня безопасности владельцев автомобилей Volvo компанией был запущен проект Volvo On Call, в состав которого входят различные сервисы. Так покупая автомобиль Volvo в заводской комплектации, владелец уже имеет возможность обратиться за помощью, находясь на дороге нажав в кнопку «On Call» или «SOS» на приборной панели. Подробности habrahabr.ru »

Providing customers with satisfactory 24/7 support is difficult when you're starting out, mainly because of the costs and expenses that go with hiring call centers and support staff. And the ones that are cheap very often provide substandard services. But Talkdesk is here to change all that for good.

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ИТ-компания Trusteer предупреждает об обнаружении нового варианта банковского троянца Ice IX, жертвы которой рискуют не по собственной воле поделиться с хакерами номерами своих телефонов
// CyberSecurity.ru // - ИТ-компания Trusteer предупреждает об обнаружении нового варианта банковского троянца Ice IX, жертвы которой рискуют не по собственной воле поделиться с хакерами номерами своих телефонов, чтобы последние могли передать им под it.siteua.org »

LONDON/WASHINGTON (Reuters) - Internet activist group Anonymous published a recording on Friday of a confidential call between FBI agents and London detectives in which the law-enforcement agents discuss action they are taking against hacking. Reuters: Internet News »

A sensitive conference call between the FBI and Scotland Yard was recorded by the very people they were trying to catch, the hacking group known as Anonymous claimed Friday. The group released a roughly 15-minute-long recording of what appears to be a Jan. 17 conference call devoted to tracking and prosecuting members of the loose-knit hacking group. The recording's authenticity could not immediately be verified, and it's not clear how the hackers got their hands on it. It appears to have been edited to bleep out the names of some of the suspects being discussed. Anonymous also published an email purportedly sent by an FBI agent which gave details and a password for accessing the call. "The FBI might be curious how we're able to continuously read their internal comms for some time now," the group gloated in a message posted to Twitter. Calls to law enforcement officials on both sides of the Atlantic were not immediately returned. Amid the material published by Anonymous was a message purportedly sent by an FBI agent to international law enforcement agencies. It invites his foreign counterparts to join the call to "discuss the on-going investigations related to Anonymous ... and other associated splinter groups." The email contained a phone number and password for accessing the call. The email is addressed to officials in the U.K., Ireland, the Netherlands, Sweden and France, but only American and British officials can be heard on the recording. Emails to the FBI agent and others coded in on the call were not immediately returned, but the discussion itself appears sensitive. Those on the call talk about what legal strategy to pursue in the cases of Ryan Cleary and Jake Davis -- two British suspects linked to Anonymous -- and discuss details of the evidence gathered against other suspects. Karen Todner, a lawyer for Cleary, said that the... newsfactor.com »

Возможность обратной связи для сайта — штука сейчас весьма востребованая. Только в Рунете есть около десятка сервисов, которые предоставляют такую возможность. Большинство из них делают это в виде текстового чата: несложно реализовать, да и чат — это привычная для интернета форма общения. И хотя ширина канала большинства пользователей позволяет общаться голосом прямо с сайта, вменяемых сервисов, предоставляющих голосовую обратную связь, очень мало. В качестве демонстрации нашей платформы мы решили предоставить возможность бесплатно и без регистрации установить на сайт виджет голосовой обратной связи с вашим городским номером. Есть, конечно, некоторые ограничения, про это ниже. Читать дальше → habrahabr.ru »

По версии Книги рекордов Гиннесса Call of Duty: Black Ops обладает лучшим финалом среди игр. Рейтинг из 50 игр составлен на основании результатов голосования 13,5 тыс. пользователей. osp.ru »

You should soon be getting fewer of those annoying "robocalls" at home. The Federal Communications Commission today is set to approve tougher rules giving consumers additional protection against unwanted autodialed or prerecorded calls to home phone lines. "We have gotten thousands of complaints," says FCC Chairman Julius Genachowski. "Consumers were still getting robocalls they don't want and shouldn't get." He expects the commission to approve new rules that will require telemarketers to get written consent before making such calls. Even though Congress in 2008 passed legislation making Do Not Call permanent, some telemarketers have continued to make unsolicited calls because of loopholes in the law. Under the new FCC rules, telemarketers must get consent before calling home phones, even if the consumer hasn't included their number on the Do Not Call registry. Current rules already prohibit such calls to cellphones without consent. Robocall telemarketers use predictive technology to automatically dial thousands of homes simultaneously and connect live representatives with call recipients. Often, consumers hear nothing when they pick up the phone because there's no representative available. Previously, companies that consumers already had done business with could robocall them, but that exemption will be removed under the new rules. Other new provisions require telemarketers to give consumers a quick way to end the call and automatically add their number to telemarketers' Do Not Call lists. Not covered by the new rules: robocalls from schools and other non-profit organizations and political groups, because they are considered informational. Those calls cannot be made without consent to wireless phones, however. The FCC is also expected to require Internet-based phone services, such as Vonage, to alert the agency when outages affect 911 service. Traditional carriers already must do so. "Almost one-third of Americans use VoIP as their only telephone service," Genachowski says. "The reason we are updating our rules is to help... newsfactor.com »

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Контактный центр Yota получил «Хрустальную Гарнитуру», приз вручен за победу в номинации «Лучшая большая смена», которая была представлена «Домашними агентами». Домашние агенты — специалисты Контактного центра Yota, работающие из своего дома. Проект, запущенный в 2010 году, помог сократить расходы и повысить эффективность работы call-центра компании. На сегодняшний день из дома работает больше 70 специалистов. Проект «Домашние агенты» позволяет работать людям с ограниченными возможностями или людям, которые могут работать только неполный рабочий день. «Хрустальная Гарнитура» 2012 стала третьей наградой, полученной Контактным центром Yota в этом конкурсе. В 2011 году компания победила сразу в двух номинациях: «Лучший Контактный центр для работы» и «Лучший call-центр по обслуживанию клиентов». Премия учреждена Сообществом профессионалов Call Center Guru и вручаются лучшим из лучших в индустрии контактных центров с 2005 года. yota.ru »

Хабы: Управление проектами, Data Mining, Блог компании КРОК Вы звоните провайдеру. Приготовившись к разговору с вымученно-жизнерадостной девушкой о количестве зелёных лампочек на чёрной коробочке, даже немного теряетесь, когда вам отвечает натуральный сисадми. И сразу же понимает суть проблемы и решает её. Вы кладёте трубку через 25 секунд разговора в лёгком шоке. Потом перезваниваете с телефона сестры и получаете ласковое «А какого цвета у вас Интернет?», и начинаете понимать, в чём дело. Да, это реально возможно на практике. Давайте для примера возьмём некий типовой call-центр и покопаемся в его уже собранных данных, а потом подключим немного математики. Читать дальше → habrahabr.ru »

The U.S. Department of Justice is accusing AT&T of fraud. The DOJ alleges that the telecom giant knew Nigerian scammers, among others, were using a calling service it offered to deaf customers in a plot to rob American merchants. The DOJ filed suit under the False Claims Act, saying AT&T improperly billed the Federal Communications Commission for reimbursement and received more than $16 million from the FCC to offer the IP Relay services to deaf and hearing-impaired consumers. "Federal funding for Telecommunications Relay Services is intended to help the hearing- and speech-impaired in the United States," said Stuart Delery, acting assistant attorney general for the Civil Division of the DOJ. "We will pursue those who seek to gain by knowingly allowing others to abuse this program." AT&T Maintains Innocence The DOJ complaint alleges that, out of fears that fraudulent call volume would drop after the registration deadline, AT&T knowingly adopted a non-compliant registration system that did not verify whether the user was located within the United States. The complaint further contends that AT&T continued to employ the system even with the knowledge that it facilitated use of IP Relay by fraudulent foreign callers, which accounted for up to 95 percent of AT&T's call volume. "Taxpayers must not bear the cost of abuses of the Telecommunications Relay system," said David J. Hickton, U.S. attorney for the Western District of Pennsylvania. "Those who misuse funds intended to benefit the hearing- and speech-impaired must be held accountable." The U.S. complaint was filed in a lawsuit originally brought under the whistleblower provisions of the False Claims Act by Constance Lyttle, a former communications assistant who worked in one of AT&T's IP Relay call centers. "As the FCC is aware, it is always possible for an individual to misuse IP Relay services, just as someone can misuse the... newsfactor.com »

In a move many industry watchers expected after the failed AT&T merger, T-Mobile is cutting jobs. However, the wireless carrier is perhaps shedding a larger number than some hoped, as it moves to consolidate its call center operations from 24 to 17 facilities by the end of June. Call centers scheduled for closure are in Allentown, Pa.; Fort Lauderdale, Fla.; Frisco and Brownsville, Texas; Lenexa, Kan.; Thornton, Colo.; and Redmond, Ore. Altogether, T-Mobile said, it will shed 1,900 jobs. T-Mobile employs about 3,300 people at the seven facilities. "Concentrating call centers is an important step to achieve competitive cost structures to successfully compete as challenger and value player in the wireless market," said Philipp Humm, CEO and president of T-Mobile. "These are not easy steps to take, but they are necessary to realize efficiency in order to invest for growth." T-Mobile to Rehire 1,400 If there is a silver lining to the 3,300 jobs lost at the closed centers, T-Mobile said it would begin hiring immediately at its other 17 call centers and expects to bring on as many as 1,400 new call center operators to keep up with customer demand. T-Mobile is inviting employees from the seven closing facilities to transfer to another location. T-Mobile said affected call centers will remain open for the next three months and employees can continue working. Employees who choose not to transfer (with relocation assistance) from the company will be offered transition packages that include severance pay and outplacement support. T-Mobile is setting up on-site career centers at all seven facilities to provide employees with a personal career coach and access to job search training, tools and technologies. T-Mobile also plans to pay for two months of continued health care coverage for eligible employees who elect COBRA benefits. "A merger with AT&T likely would have consolidated the call centers, so... newsfactor.com »

Хабы: Программирование Добрый день, дорогие читатели. В этой статье я расскажу о двух процедурах языка SAS Base и о небольших тонкостях их применения. Тем, кто уже достаточно работает с этим языком, эти вещи покажутся элементарными, но для начинающих они, возможно, позволят избежать грабли, на которые я наступил в самом начале моего знакомства с SAS Base. Читать дальше → habrahabr.ru »

The next installment in the multibillion-dollar Call of Duty franchise has a two-pronged strategy: explore past Cold War covert relations and gaze into the geopolitical crystal ball at how a future Cold War might play out. Call of Duty: Black Ops II, due Nov. 13 (PS3, Xbox 360, PCs; not yet rated) continues the story of Special Forces operator Alex Mason, who helped thwart Soviet plans to attack the USA in the late '60s in 2010's Black Ops. But the new game takes players to the future in the shoes of Mason's son, David Mason, who in the year 2025 is assigned to protect the president. That takes Black Ops into territory trod to date only by the Call of Duty: Modern Warfare series, which sets its action in the near future. Whichever setting, since 2007's Modern Warfare, each Call of Duty release has sold more than 11 million copies, and the franchise has set sales records each of the past three years. Modern Warfare 3 sold $1 billion in just 16 days. "No one is going to be able to call this Black Ops 1.5," says Activision Publishing CEO Eric Hirshberg. "There's a lot of new ideas. We are taking some risks." The teaser trailer, shown Tuesday night on TNT during the NBA playoffs, offered a glimpse of what Mason and the female president find themselves facing -- worse trouble than that ever faced by 24's Jack Bauer -- including a full-fledged battle that lays waste to Los Angeles. Cities including Washington and New York, plus some in China, are under attack, too, says developer Treyarch chief Mark Lamia, who offered an early look to USA TODAY last week at the studio in Santa Monica. Game villain Raul Menendez hacks into the military's fleet of unmanned attack drones and turns them on the USA and its... newsfactor.com »

Хакеры из движения Anonymous опубликовали личные данные главы компании Activision Эрика Хиршберга (Eric Hirshberg). На такие действия они пошли в ответ на то, что их выставили в невыгодном свете в трейлере к игре Call of Duty: Black Ops 2. В нем на несколько секунд появляется человек в маске Гая Фокса. Lenta.ru: Интернет »

Хакеры из движения Anonymous опубликовали личные данные главы компании Activision Эрика Хиршберга (Eric Hirshberg).
Хакеры из движения Anonymous опубликовали личные данные главы компании Activision Эрика Хиршберга в отместку за то, что их представили в невыгодном свете в видеоролике к игре Call of Duty: Black Ops 2. Видеоролик с описанием претензий к Activision был опубликован 4 мая в одном из популярных каналов it.siteua.org »

Boldbeast Nokia Call Recorder - это программа, которая позволяет выполнять запись звонков или любых голосовых уведомлений через микрофон, не издавая при этом никаких предупредительных звуковых сигналов. Аудиозапись может быть сохранена в формате MP4, AMR или WAV. В настройках утилиты можно устанавливать ограничение по используемому объему дискового пространства. Записанный аудиоклип может быть передан в сообщении MMS, по электронной почте, через Bluetooth или ИК-порт. В версии 3.30 добавлена возможность выбора папки для записанных клипов, добавлено два новых языка, выполнена оптимизация. Скачать демо-версию Boldbeast Nokia Call Recorder для устройств, работающих под управлением Symbian S60 5th, 3rd, Symbian^3 и Anna/Belle можно отсюда . #vk ixbt.com »

Компания Aurus запустила сервис онлайн-демонстрации продукта RichCall - инструмента виртуальных консультаций клиентов контакт-центра. С мая 2012 года на сайте Aurus работает живая демонстрация нового программного продукта для call-центров RichCall. Теперь каждый желающий может увидеть RichCall глазами клиента, проведя демонстрационную консультацию на сайте разработчика. Во время online-демонстрации посетитель сможет ознакомиться со всеми возможностями визуальных консультаций RichCall, такими как: видеоизображение оператора, наглядная консультация по заполнению документа, совместная работа оператора и клиента колл-центра над документом, визуальная помощь в навигации по сайту и обучение использованию интернет-сервисов самообслуживания, демонстрация клиенту выборочной информации из внутренних корпоративных систем с пометками, сделанными оператором; передача оператором клиенту текста, изображений и документов. Приглашаем всех, кто заинтересован в развитии call-центра, ознакомиться с возможностями RichCall и преимуществами его использования в различных сферах бизнеса. #vk ixbt.com »