Teleformix Announces Echo 2.8 CRM for Call Centers

By David Sims

TMCnet Contributing Editor

 

Teleformix, a vendor of customer relationship management (CRM), enterprise-class software applications for the banking, insurance, financial services and marketing industries, this week announced the upcoming release of ECHO 2.8.

 

ECHO is a browser-based VoIP and screen capture recording product with a built-in CRM tool. The product—which integrates seamlessly with Avaya and Cisco telephony solutions—records, evaluates, monitors and archives customer interactions.

 

One of the most notable features new to version 2.8 is enhanced CRM functionality designed to involve the individual agents in the CRM/quality assurance process. In a press release, Teleformix said this new functionality provides manager with tools necessary to customize the training and evaluation of individual agents.

 

Also in the press release, Teleformix noted that ECHO 2.8 is currently in beta, with general release planned by the fourth quarter of 2006.

 

This new comes on the heels of Teleformix’s announcement last month (July, 2006) regarding the availability of three Web Services modules for ECHO (Integration, Management, and Analytic Service).

 

In a press release, the company said that the modules provide a true service-oriented architecture, enabling ECHO to seamlessly connect with any web services-enabled platform.

 

The company noted that, since its earliest days, open architecture has been a priority in order to provide integration between products as business applications continue to evolve.

 

For more information about Teleformix and its products, please visit http://www.teleformix.com.