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inContact Continues Workforce Optimization (WFO) Market Momentum with New Cloud SMB Solution

inContact, a provider of contact center workforce optimization tools, announced the launch of the inContact Discover WFO Suite, an easy-to-use, fully-featured cloud WFO solution that is purpose-built for small to mid-sized businesses (SMB). The all-in-one, 100% cloud WFO solution is tightly integrated with inContact's powerful contact center offering, enabling contact centers to deploy a single unified platform for Recording, Quality Management (QM), Speech and Desktop analytics, Workforce Management (WFM) and Performance Management, with intelligent automated actions connected back to inContact's multi-channel routing and IVR.
[Full Article]   Jan-21-2015

 

Energisa implements Cisco Unified Contact Center Solution

Energisa Group, a Brazilian energy distributor, has implemented Cisco Unified Contact Center solution to optimize its customer services. The company deployed a set of Cisco’s solutions to integrate its communications channels, unifying telephone, e-mail, real-time chat and social networks applications. The technology will improve Energisa’s service capacity, enabling it to deal up to 447,000 calls per month in its distribution units. Cisco Customer Collaboration architecture, including Cisco Unified Contact Center Enterprise, was used to provide intelligent contact routing, call treatment, and network-to-desktop computer telephony integration (CTI).

[Full Article]   Jan-20-2015

 

Avaya and Google Collaborate on Contact Center

Avaya recently announced it is working with Google on innovative contact center solutions for businesses. The collaboration combines Avaya’s expertise in customer engagement technologies with Google’s expertise in Web applications and Chromebooks. The initial project provides new contact center agents with simple set-up in any location so businesses can better manage peak or seasonal demands, support business continuity, and enable mobile and remote agent access. Customer service agents will be able connect to the Avaya contact center agent desktop via Chromebooks through a WebRTC-enabled interface-- eliminating the need to download software for individual agent endpoints.

[Full Article]   Jan-02-2015

 

Avaya and Google Collaborate on Contact Center

Avaya recently announced it is working with Google on innovative contact center solutions for businesses. The collaboration combines Avaya’s expertise in customer engagement technologies with Google’s expertise in Web applications and Chromebooks. The initial project provides new contact center agents with simple set-up in any location so businesses can better manage peak or seasonal demands, support business continuity, and enable mobile and remote agent access. Customer service agents will be able connect to the Avaya contact center agent desktop via Chromebooks through a WebRTC-enabled interface-- eliminating the need to download software for individual agent endpoints.
[Full Article]   Dec-24-2014

 

Microsoft and Salesforce Unveil New Joint Solutions at Dreamforce 2014

Microsoft Corp. and Salesforce announced significant progress in their strategic partnership announced in May. The two companies unveiled new joint solutions—including Salesforce1 for Windows, Salesforce for Office, and Power BI for Office 365 and Excel integrations with Salesforce. Salesforce1 for Windows. Salesforce1 for Windows will empower customers to run their business from their Windows 8.1 mobile devices.

[Full Article]   Oct-15-2014

 

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