Kirsten Doyle
kirsten@itweb.co.za

• Phonatics offers Freemate
The headset range includes hard phones and soft dialler applications.
• VOIP sales solution sets records
@lantic called on Inter-Active Technologies to market its new VOIP offering.
• Retaining corporate memory vital
People with intricate knowledge of business processes and policies often retire or move to greener pastures, says Marc Scheepbouwer, MD of Intellient.

• Outbound IVR aids advancement
• nGen CIM Suite 8.3 unveiled
• Calabrio integrates solutions for management, analytics
• Vodaphone opens backup centres
• New satellite to improve VOIP
• Telcos outsource network management
• Intelligent BPM increases customer loyalty
• Risk management vital in recession
• Rise in outsourced IT operations

Automated attendant: A voice processing capability that automates the attendant function. The system prompts callers to respond to choices (eg, press one for this, two for that) and then coordinates with the ACD to send callers to specific destinations. This function can reside in an on-site system or in the network.

Sandra Galer, regional director of operations Gauteng, Merchants

One of the questions I am frequently asked is 'what level of shrinkage should I build into my call scheduling?' On the face of it, it's a simple question, but someone may as well ask 'how long is a piece of string?'

It all depends on the characteristics of your call centre. Typically, low shrinkage (or a high occupancy) is related to a long time to answer, short call duration, high volume of calls, large numbers of staff and well spread and predictable call arrival patterns.

On the other hand, a high shrinkage (or low occupancy) is required when there is the opposite of any or a combination of the points above, they will all contribute to reducing the efficiency of your call centre.

• Operators snub interconnect concerns
Mobile operators remain unmoved by the controversy surrounding high interconnect costs.
• MTN, Bharti deal drags on
Analysts see the extension as a sign that the parties are keen to go ahead with the merger.
• Wireless takes the next step
The next generation of wireless technology may lead to a seamless 'network of networks'.
• 'Vodacom scammer' out on bail
The engineer is released on R15 000 bail, but his co-accused has yet to have a bail hearing.
• Cable fault cuts off West Africa
In today's technology roundup: Cable fault cuts off West Africa, hacker loses extradition appeal, Amish farmers lose RFID battle, US file-sharer gets $700 000 fine, and Firefox hits a billion.
• Forma Viva selects Softline Accpac
Vizi Consulting implemented two Accpac solutions at the jewellery retailer.
• MIP helps Covision
The life insurer has grown steadily through the use of MIP's SaaS solution.
• Thomson Reuters Legal chooses Emerald
Emerald Consulting has been selected as an authorised reseller of the company's products and services.
• Aricent supports Soweto training school
Dipalo School has received funding and new PC hardware donations to the value of R51 250.
• Polycom VVX 1500 C phone certified
TekVizion has certified the phone for use with Cisco Unified Communications Manager 6.1 and 7.0. [Local rep: Zycko]
• SMC expands SharePoint offering
SharePointKonsult is a dedicated business unit that will focus on all things SharePoint.
• Tellumat Defence exhibits at MICSSA
The company presented an industry paper about using commercial-off-the-shelf technology in military applications.
• Communications ministers get talking
Resources, funding and expertise to execute ICT projects are still the biggest African challenges, says the communications department.
• R50m BEE investment for SunScape
The funding will be used to increase black participation in the aerospace industry, says the National Empowerment Fund.
• VOIP market grows in SA
The number of VOIP users in the country is expected to reach 100 000 within the next three years, says Pieter Botha, operations director at Skycall.
• Oracle Accelerate unveils 41 solutions
The company has reached its milestone of delivering more than 300 software applications to SMEs.
• Customer relations crucial
CRM technology can help to put companies ahead of their competition, says Roger Strain, director of Liquid Thought.
• Vodacom's Dot Field resigns
The long-serving Vodacom mouthpiece will continue to consult to the network operator.
• Telcos get VOIP warning
In this World Wide Wrap: Telcos get VOIP warning, VOIP to go virtual, and MyWay drives TV VOIP.

• Phone lost at sea, returned
The cellphone washes up in perfect condition after drifting 37km.
• HTC shares plunge on outlook
Shares of the smartphone maker drop after it unexpectedly cuts its revenue forecast for this year.
• Rejection of Google app investigated
The FCC seeks additional information about Apple's rejection of Google's voice application for the iPhone.

Publisher - Jovan Regasek  |   Editor-in-chief - Ranka Jovanovic  |   Editor - Kirsten Doyle