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American Airlines Leverages NICE Interaction Analytics
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NICE Systems, a provider of advanced solutions that enable enterprises to extract insight from interactions announced that American Airlines is achieving improvements in customer experience following a successful deployment of the NICE SmartCenter suite, including NICE Interaction Analytics solution. The deployment also included NICE Recording and NICE Quality Management and follows American Airlines' earlier implementation of NICE IEX Workforce Management.
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[Full Article]
Mar-13-2010 |
Sprint Deploys Automated Training Solution in Call Centers to Help Agents Foster Successful Customer Interactions
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Sprint has deployed technology from Knowlagent that delivers training directly to call center agents' desktops during periods of time when there is excess agent availability between calls. Knowlagent's technology, RightTime(TM), will not eliminate the traditional classroom training Sprint Care agents already receive, but rather it will find agent idle time to push out training sessions about Sprint's new policies, programs and procedures. In addition, when agents need to take a course, they will receive a pop-up on their computer directing them to complete their assigned training. The goal is to ensure agents always have access to the training they need to continue improving interactions with Sprint customers.
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[Full Article]
Mar-13-2010 |
CA Agrees to Buy Nimsoft for $350 Million in Cash
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CA Inc., the second-largest maker of software for mainframe computers, agreed to buy closely held Nimsoft Inc. for about $350 million to expand in cloud computing. Nimsoft’s products help customers monitor so-called cloud systems, which access computers, applications and data through the Internet.
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[Full Article]
Mar-13-2010 |
GMT Selected by Three Rivers Federal Credit Union
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GMT Corp., a provider of enterprise workforce management and performance optimization solutions, announced that Three Rivers Federal Credit Union (TRFCU) selected GMT On-Demand to satisfy its branch workforce optimization requirements. GMT's hosted solution will provide capacity modeling and scheduling for TRFCU's sales agents and member service representatives across its network of 18 branch locations in Indiana and northwest Ohio.
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[Full Article]
Mar-07-2010 |
CIMCO Communications Announces Affordable Hosted VoIP Contact Center Solution
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CIMCO Communications, Inc., a provider of data and voice solutions, announced the availability of their new IP Talk Hosted Contact Center. This network based, integrated telephony and automatic contact distribution (ACD) solution, provides the flexibility and features to enable small and medium businesses to use the technology previously available only to the largest of contact center customers. CIMCO's IP Talk Hosted Contact Center offers advanced contact center functions including advanced reporting, ACD manipulation, computer telephony integration and much more. Combined with the remote office and business continuity features of CIMCO's IP Talk Hosted telephony services, customers are receiving a solution that is flexible and reliable for their contact center needs.
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[Full Article]
Mar-07-2010 |
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