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What's needed here is a new parallel processing approach that that's optimized specifically for handling video processing tasks. In this article, we'll lay out why existing processors fall short in handling video and why parallel processing architectures deliver a better option for mobile designers.

807-006-553-178_Datasheet PDF

What's needed here is a new parallel processing approach that that's optimized specifically for handling video processing tasks. In this article, we'll lay out why existing processors fall short in handling video and why parallel processing architectures deliver a better option for mobile designers.

Best Software (formerly Interact Group; Irvine, CA) targets companies with 25 or fewer employees with Best Enterprise Suite. The package's main module is Customer Support, which lets agents view customer information; search a knowledge base through a Web browser to answer customers' questions; and save a history of call outcomes, service contract renewals and returns. Additional modules enable your company's sales force to view customers' orders, forecast sales trends and identify leads.

Among its many acquisitions, divine (Chicago, IL) acquired CRM vendor Synchrony Communications in October 2001 and subsequently released divine Synchrony. The software provides agents with a universal queue that enables them to respond to phone calls, e-mail and text chat requests through a Web browser. Agents view information from databases, in addition to Web pages, graphics files and Microsoft Office documents. One screen displays statistics on agents' queues and other data from your phone switch.

807-006-553-178_Datasheet PDF

After acquiring SoftMetric in February 2002, divine released divine SoftMetric, analytics software that you can use with divine Synchrony. divine SoftMetric lets you collect data from call recording and IVR systems, phone switches and predictive dialers. The software also lets you view data from each source every five minutes and generate historical reports to identify customer service trends.

CRM veteran FrontRange Solutions (Colorado Springs, CO) upgraded its flagship product with Heat Service & Support 7.0. The new version lets you create icons on forms that agents fill out when they help customers to automatically perform daily tasks. So an agent could click an icon to send e-mail messages to customers after each call confirming that issues have been resolved. You can also attach files like photos and Microsoft Word or Adobe Acrobat documents to customer profiles.

Like previous Heat releases, 7.0 lets agents view customer issues and solutions from a tree diagram. The app also features a setup wizard for customizing the forms that agents use to track customer issues. You can set alerts for when agents pass specific thresholds, like a given number of unanswered calls. The Manager's Console lets you view agents' performance statistics.

807-006-553-178_Datasheet PDF

Another Web-based CRM suite, Onyx Enterprise CRM 4.0 from Onyx Software (Bellevue, WA), includes Onyx Employee Portal. The app lets agents view customers' histories and sales prospects or enter support requests through a Web browser. The additional Onyx Customer Portal and Onyx Partner Portal modules enable on-line customer self-service and sharing of customer data with business partners, respectively.

Covered in our November 2002 First Looks section, Visual Elk 9 from StayinFront (Fairfield, NJ) comprises several modules that you can license as standalone products. Call Center for Visual Elk lets you write call scripts and create multimedia queues that can include inbound and outbound calls, e-mail messages and completed Web forms. Knowledge Base lets agents look up information from a Web browser to help customers. Additional modules enable agents to follow up on sales leads and send mass e-mails.

807-006-553-178_Datasheet PDF

Since many mid-level call centers provide on-line customer service, it's not surprising that more vendors now include Web-based CRM features with their software. Serviceware (Edison, NJ) upgraded eService Suite 4.5 to automatically track and respond to customers' e-mail, and to provide agents with suggestions on how to answer specific e-mails. eService Suite 4.5 also lets you view a history of customer transactions with agents by phone, e-mail and text chat. The app also features skill-based routing for each of those mediums.

A Tangled Web For Web Services Standards?

SBR is a bandwidth extension that allows audio codecs to deliver the same quality audio at half the bit rate of traditional codecs. It delivers streaming and download CD-quality stereo at 48kbit/s and high quality audio at 32kbit/s.

Requiring 40% less processing power than existing methods, the low-power SBR decoding technique is now recognized by MPEG and is bitstream compliant with the MPEG-4 aacPlus standard.

The companies say the new decoder is crucial to promoting high quality audio in next generation wireless handsets. The availability of both low-power and high-quality MPEG-4 aacPlus implementations will enable the standard to run on the widest possible range of processors for mobile and portable applications.

All three companies contributed to the technology and intellectual property for low-power SBR. Coding Technologies is the licensing agent for low-power SBR in aacPlus, creating a one-stop-shop for SBR patents and software in MPEG-4.

Milpitas, Calif. — Targeted at broadband gateway designs, the ISL6406 and ISL6426 synchronous buck power controllers feature an adjustable 100 to 700 kHz switching frequency range and are capable of being synchronized with an external clock or other distributed DC converters in a system. The big difference between the parts comes in the setting of the output voltage. The ISL6406's output voltage is adjustable over the 0.8 to 3.3-V range while the ISL6426's voltage is fixed at 1.8 V.

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