A-propos has an Intelligence in Motion unit that develops pervasive computing and business intelligence solutions such as a Bluetooth-enabled push-to-phone marketing application and a cellphone-based automated checkout solution.
Calabrio specializes in contact center software, with separate offerings for use by agents and managers. The manager software has the ability to identify customer and agent speech patterns that could indicate problems—for example if a customer asks to speak to a supervisor or if the agent keeps apologizing. After receiving an alert, a manager can take over the call, talk to the agent afterwards or take other appropriate action.
Clients can tailor system alerts to their individual business needs. “Some clients may let a customer sit on hold for 30 to 60 seconds,” notes Jon Silverman, chief technology officer for Calabrio. “Others may say five seconds of no one talking is a bad thing.”
Calabrio also offers transaction verification software that records calls and can help resolve disputes when customers say they didn’t get what they asked for.
Jargon Software offers sales force automation software that is installed on mobile devices such as smartphones and personal digital assistants (PDAs), which traveling salespeople can use to check pricing on an individual item and place an order for that item. The software stores catalog information off-line, automatically connecting to the company headquarters through the cellular network as needed.
As Dick Rubenstein, Jargon Software vice president of operations, explains, “We have the ability to hook into almost anyone’s back office.”
Jargon also offers specialized versions of its software that target specific vertical niches. One version, designed for people who inspect apartments after tenants move out, works with cell phones that have built-in cameras, enabling the inspector to send photos of an apartment along with an inspection report.
Microvoice Applications offers Internet and interactive-voice products and services, including an offering designed to reduce the amount of time that human relations personnel spend answering calls from financial institutions about employee records. The company also provides audiotext, a voice response application that gives users up-to-the-minute information on area evens, and allows them to enter and retrieve information over the phone
