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Article : Evolution of Speech Technology

We already know that technology is evolving at an amazing pace, and that it is far ahead of what we could have foreseen. What will happen in the next five years, especially with Speech Technology? We asked industry professionals for their take on the evolution of this exciting solution.

Lee Reinecke
Director
Sutherland
United States

"As a training tool I believe the value is greatest. Plugging in the stress application as a new-hire trains in customer/prospect conversation would be priceless as to evaluate and learn, but as a real-time tool I'm not convinced the application would be in the way both transactionally and psychologically."

About Sutherland

As a digital transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics.... (read more)
 
Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"Speech technology will evolve and public perception of it will grow too, as more contact centres begin to utilise the full aspects of it, to incorporate speech analytics, emotion detection and speech recognition. In the light of public interest in fraud and security breaches, speech technology will see an increase in activity. The contact centre industry will then lead the way in offering a comprehensive service in customer contact, that focuses on secure relay of speech and data information, and offers the ability to provide more real-time, reactive analytical information on consumer buying trends and customer perceptions and needs. It will also offer the consumer, customer etc a choice of how they wish to interact with the contact centre, making the process far more efficient and effective."

 
Tom Smith
Senior manager for contact center solutions product marketing
Verizon
United States

"Speech technology will be used more and more to deliver personalized, multi-modal, mobile applications. For example, a consumer who recently purchased a new home security system may call in for assistance. An automated application within the contact center would recognize the originating phone number, validate the caller’s identify via voice authentication, query the company’s CRM database to see that the new system was recently purchased, and analyze the status messages from the newly-installed home security system to proactively offer help. Step-by-step troubleshooting could be delivered to the caller’s mobile device via video, and an agent could be engaged via a voice command or a touch of the screen.

To realize this vision, contact centers must overcome integration challenges. The most significant step in the right direction is the ongoing transition to IP-based infrastructure, both within the contact center and throughout the enterprise. IP systems are based on standards that promise to make it quicker, easier, and less expensive to integrate multiple systems and sources of real-time data."

About Verizon

Meeting challenges of your extended enterprise: For enterprises and government agencies around the world, like yours, we are a provider of global IT, security, and communication solutions, with one of... (read more)
 
D. Daniel Ziv
VP Voice of the Customer Analytics
Verint
United States

"I believe that speech technologies would be integrated with many of our existing interfaces, such as interacting with the web - combining visual and speech interfaces, interacting with various mobile devices such as phones GPSs, ATMs etc.

I believe that very large volumes of human interactions will be recorded and mined with speech analytics, not just in the contact center or the security sectors but in other sectors and environments such as video and social media (like YouTube) and other live human to human interactions."

About Verint

Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m... (read more)
 
Harry Clarke
Business Development Director
CTL
United Kingdom

"Bio-metric verification, call routing, more self service even for complex enquiries.
The biggest challenge will be integration with back-end systems."

 
Jeff Schlueter
VP, Marketing & Business Development
NICE Systems
United States

"Speech analytics will enable the contact centers to become a more strategic partner to the rest of the company. Traditionally, contact centers were part of the overhead cost of the customer support center. Today, speech analytics can unlock the valuable information that takes place between a company and its customers, thereby shifting the perception of it to being viewed as an asset with a wealth of information that enables the company to perform better as a whole."

About NICE Systems

NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in re... (read more)
 
Steve Pels
Director
Contact Centre Action
Australia

"The possible use of speech in the future is endless - we are seeing some really clever applications at the moment that are quite unusual. The primary challenge will be to increase the acceptance by the companies purchasing this technology as well as their customers. This technology really does work, but we need a few more high-profile, reliable deployments befor ethis is widely accepted. The second challenge is around cost - this technology need not be expensive and can be deployed quickly. Up until now many vendors have tended to shroud the technology in secrecy to add to the mystique and keep prices artificailly high. Newer vendors are demonstrating that this is not the case - it can be quick and cost-effective to deploy."

About Contact Centre Action

The services provided by Contact Centre Action, and the experience we have is unique in the market today. In operation since 2003, we can provide the total solution to your contact centre consulting a... (read more)
 
Nigel Sedgwick
Director
Cambridge Algorithmica Limited
United Kingdom

"There will be more of it; it will cost less in terms of hardware and will perform better. There will be more applications using 'superuser' capability. Familiarity within the customer base will lead to more widespread use: the costs and delays of this cannot be avoided, only handled sensibly."

About Cambridge Algorithmica Limited

Technology specialisation in signal processing and pattern matching, particularly in the areas of speech recognition, biometrics and modems.
 
Karl Graham
Vice President - regional and Telecommunications Markets
Xerox
Jamaica

"Strongly believe this will be an integral part of the Contact Centre business, in five years time I can see these applications manaipulating the markets and driving more savings to the businesses which utilizes the products."

About Xerox

Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers... (read more)
 
Richard Snow
VP and Research Director
Ventana Research
United Kingdom

"I think speech recognition will be common place. It will enable companies to speed up the process of identifying and validating the customer, reducing call handling times and driving more personalized responses. I think speech analysis will be firmly part of "the voice of the customer" i.e. a customer view that includes all knowledge about a customer."

About Ventana Research

Ventana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology tr... (read more)
 
Chris Mills
Operations Director
Rewardsco Contact Centres
South Africa

"I believe that the speech technology will be used to authenticate customers, and operate as a channel to route customers calls replacing the traditional auto-attendant and IVR systems."

About Rewardsco Contact Centres

Our engaged, skilled and passionate staff really care about delivery and service to our clients and want to make a difference. This together with an internal “walk the talk” approach to talent develop... (read more)
 
Neil Barnes
Director
Io Speech Analytics Ltd
United Kingdom

"Current take up of speech analytics is less than 5% of call centres. In 5 years' time I expect this to be around 25%. Other applications such as call recording and workforce management have seen an explosion of suppliers as these technologies can be replicated at relatively low cost. Speech analytics remains (and will remain) very expensive and time consuming to develop, the underlying technologies are very complex and those used now are highly protected by patents. However, we are already seeing speech analytics offered as a service and in relatively low cost hosted models. Once the big enterprises have deployed their solutions the mid-market will look at how they can gain the same benefits in a cost-effective fashion. In 5 years' time speech analytics will be commonplace but it will be at least another 5 before it is considered standard."

 
Ross Krisel
Vice President of Marketing and Business Development
IntelePeer, Inc.
United States

"In 5 year's we will see a much higher adoption rate of Speech Recognition not only within IVR but in many other functions of our daily life. As Speech engines become better and more cost effective, the adoption rate beyond large corporations will be apparent. We will need to overcome poorly built solutions, engines and tuners and provide high quality and well architected solutions so that the consumer opts to use the speech solution provided."

About IntelePeer, Inc.

IntelePeer delivers a complete business communications solution including: complete Cloud Contact Center, full-service cloud calling directly integrated with Cisco Spark unified communications, Enterp... (read more)
 
Marlon Bowser
Managing Director
HTK
United Kingdom

"The big change won't be in the Speech technology itself, but in how we can access it. For example, a big advantage of Skype is in the simplicity of dialling - with a single click. Speech applications will become more popular when they become more easy to access and more valuable to use, creating a pay-off over what's already possible. Skype "made the phone call better", and Speech can do the same for our day-to-day lives; saving time compared to the mobile web, for instance. I think "Speech-based search" is the next killer application."

About HTK

Founded in 1996 HTK delivers solutions to SME and large enterprises, telecommunication service providers and the public sector. HTK provides a hosted solution for mass notification, multi-channel mark... (read more)
 
Howard Smith
Head of Technology Strategy for Customer Service
O2 UK
United Kingdom

"My challenge is whether or not we would need it at all. Will social networking, blogs, forums, chat, IM and the like see the demise of IVR services?"

About O2 UK

O2 plc has 100% ownership of mobile network operators in three countries - the UK, Germany and Ireland - as well as a mobile Internet portal business. All of these businesses are branded as 'O2'.
 
Brett Feldon
General Manager, EMEA
IVE Group Limited
United Kingdom

""Over the next 5 years, considerably more organisations will be realising the benefits of speech technology and therefore callers will be much more familiar with the concept and how it can help them. Within this time, voice biometrics will also be far more prevalent and will become more well-known and regularly used by large swathes of the population."

"The main challenge is to increase the number of good solutions out there and to eradicate the poor ones. A bad experience sticks in the mind far longer than a good one, so certain people will retain a perception that speech doesn’t work, even though there are already a large number of excellent solutions around.""

 
Scott Godin
Director of Research and Development
Computer Talk Technology (CTT)
Canada

"Cross channel communications. We have mastered this in one direction text/email/im to voice, but in 5 years time, hopefully the reverse will up to speed: Voice to text/email/im. Speaker independent dictational recognition needs to improve.
Speech analytics will require some legal testing as various interest groups bring up privacy concerns, racial profiling concerns, and related issues."

About Computer Talk Technology (CTT)

ComputerTalk designs, deploys, and supports contact center solutions for more than 400 clients worldwide. Established in 1987, ComputerTalk's headquarters are located in Toronto, with offices in New Y... (read more)
 
Trevor Geraghty
Business Development Director
Difference Corporation
United Kingdom

"Speech is natural so voice to text will have developed, mobile use will grow and grow, voice rec will have become more readily available and ultimately it can be more secure than online authorisations"

About Difference Corporation

Difference have recognised expertise in cloud contact centre deployment , automation & process mapping ,this is at the core of our service offering. Areas covered include: Business Continuity/Disaste... (read more)
 
Greg Smart
Director of Product Development
NICE inContact
United States

"Cost will be dropping and more accessible to more people...therefore, there will be either customer disatisfaction with bad implementations...or standards will emerge that help to create consistent experiences across companies."

About NICE inContact

NICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experien... (read more)
 
Rupert Utteridge
Director - Sales & Marketing
Digital Techniques
Australia

"Make the systems appear more personable. Voice is certainly going to be used at every level of life. So what we develop and how we utilise this is going to have a greater social impact that we need to be more aware of. Social contact centres or social areas for customers calling in could be a good way forward."

About Digital Techniques

Based in Hong Kong, Digital Techniques was originally incorporated in Sydney Australia in 1992. Digital Techniques commenced as a developer and manufacturer of digital voice logging recorders for the... (read more)
 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Find The Right Solution

Read today's tip or listen to it on podcast.

Published: Tuesday, January 19, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide Cloud Contact Center Solutions

Page: 123
1.) 
Premium Listing
NobelBiz Corporation

NobelBiz OMNI+
NobelBiz’s latest product, the OMNI+, is a state-of-the-art contact center software that allows companies – regardless of the number of employees – to offer more efficient, standardized solutions to their clients. With OMNI+ you can manage your accounts on all popular platforms (from voice, to email, social media, and web chat) using a single browser. The software also offers effortless navigation between communication mediums and all customer interactions can be easily monitored by supervisors without interfering in their agent’s work. As far as integration goes, the product can be installed and ready to use in maximum 72 hours and can easily be overlaid in pre-existing infrastructures.
PH: 760.405.0105


2.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)
PH: +603 5569 9816

3.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.
PH: +16822766838

4.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

5.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

6.) 
Aspect Software

Aspect Via
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.
PH: 1-888-547-2481

7.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

8.) 
Britannic Technologies

INBOX
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
PH: 01483 242526

9.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!
PH: 800-886-9199

10.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

11.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)
PH: 8005771872

12.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!
PH: 888-276-1370

13.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
PH: 800-741-2998

14.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

15.) 
Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
PH: +27 73 485 8072 / +27 61 192 680

16.) 
Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)
PH: (+61) 406 501 368

17.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
PH: +61288803111

18.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

19.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.
PH: 888-456-5454

20.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
PH: 18665474764
 
Page: 123

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