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Brazilian Electric Power Reduces Call Center Wait

Brazilian Electric Power Chamber Reduces Call Center Wait, Hold Times with FrontRange(tm) IP Contact Center. CCEE explored integrated voice systems to address its objectives, inviting three vendors to present their solutions based on CCEE's RFP. The key criteria: ease of integration with HEAT and the company's existing Cisco PBX system. The organization ultimately chose FrontRange(tm) IP Contact Center, IP-based contact management software. Read more> (PDF)

Colombian Contact Center Drives Dramatic Productivity

Colombian Contact Center Drives Dramatic Productivity, Service Gains with HEAT® Service & Support(tm). In just six months with HEAT, Multienlace anticipates that customer satisfaction and productivity will only continue improving as the company refines its efforts based on reporting and rolls out more HEAT functionality. As the company ramps up its knowledge base with HEAT Plus Knowledge, it should further reduce first-call resolution times and lower the cost of serving customers. Ultimately, Multienlace aims to achieve ITIL (IT Infrastructure Library) compliance, an international standard and set of best practices for IT Service Management. Read more> (PDF)

Satelites Mexicanos Enhances Internal Communication

Satelites Mexicanos Enhances Internal Communication, Customer Responsiveness with HEAT® Software. For most of Satmex's customers, satellite service is mission-critical to their operations. Radio and TV stations can't afford downtime, nor can banks transmitting financial data, and especially not the Mexican army, where matters of national security are at stake. So when any problems arise, such as blocked signals or transmission interference, they need a quick resolution from Satmex. Technicians in the Satmex tech support center must identify the source of problems and resolve them as quickly as possible. Meanwhile, they provide alternate satellite space for the customer to use temporarily. Read more> (PDF)

ACM Group, IntraISP Team to Meet Business, IT Needs of Latin America and the Caribbean Telecommunications-related Service Providers

Partnership Fills Significant Market Need for Leading-Edge, Affordable Solutions for Telecom/Cable/Internet Service Provider Companies

Davie, FL and St. Louis, MO — June 20, 2006 - ACM Group, a technology consulting and development company, and IntraISP, a premier business management software company, today announced a partnership to meet the business and IT needs of Latin America and the Caribbean telecommunications-related service providers. ACM brings systems integration and consulting expertise, while IntraISP offers a comprehensive CRM, billing and operations support systems (OSS) platform, allowing the two companies to fill a significant market need in Latin America and the Caribbean for solutions for telecommunications-related companies.

"By combining our capabilities, we bring a comprehensive solution that will enable South American service providers to provision complete customer-facing and back-office solutions to meet their current and emerging needs,' said Peter Esparrago, CEO of IntraISP. 'Customers will be able to leverage not just software, but the expertise of integrators to address the market needs for triple-play (data/voice/video) services."

Partnering with IntraISP allows us to round out the solution we offer to companies,' said Antonio Moreno, CEO of ACM Group. 'Until now, Latin American service providers have had few options for streamlining their operations. Now, we can offer them robust, leading-edge, affordable technologies to grow their businesses more effectively.

IntraISP's comprehensive CRM, billing and business management software is built on the latest technology platforms, allowing service providers to implement their own solutions more rapidly, and with a lower total cost of ownership. Effectively, this allows small to mid-size service providers to meet customer needs more quickly and accelerate revenue.

ACM, as one of Latin America's leading IT consulting firms and systems integrators, brings extensive relationships in the region, as well as the capabilities to team with IntraISP in integrating its software for clients' unique needs.

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