Amtrak to add voice response to call centers

Article Abstract:

The National Railroad Passenger Corp is planning on installing an interactive voice response (IVR) technology that uses spoken commands to replace its keypad-based IVR technology. The system is aimed at enhancing its call center services and providing its consumers with a method of buying tickets through the telephone without the need for a live agent. The firm also expects to reduce the time customers spend on hold while waiting to speak to an agent.

Line-Haul Railroads, Railroad Passenger Operations, National Railroad Passenger Corp.

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Software USA gears up for expansion

Article Abstract:

Software USA, a telemarketer of abbreviated versions of programs, is looking for a new facility to house a bigger sales force. The company wants to move out of San Diego, CA, and transfer to a place where the cost of living is lower. The company is looking for a new facility that will accommodate 50 to 100 telemarketing agents. Software USA hopes to operate the facility by the fourth quarter of 1999. The company will use the $5 mil it earned through direct stock offering to fund its relocation.

Telemarketing Services, Telemarketing Bureaus, Telemarketing, Software USA

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Holland America seeks better call quality

Article Abstract:

Holland America Line started using SoundByte Enterprise, a new call monitoring software, in Jun 1999, in a move to enhance the call quality in its reservations center that receives 10,000 to 13,000 calls daily. SoundByte Enterprise, supplied by Envision Telephony, is capable of recording calls automatically to enable supervisors monitor more calls. Seattle, WA-based Holland America has approximately 250 workers in its Seattle call center.

Passenger Ships, Deep Sea Passenger Transportation, Passenger vessels, Holland America Line Inc.

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