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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]   Sep-16-2015


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


Global Safety Industry Leader Selects inContact Cloud Contact Center Solutions

inContact, a provider of cloud contact center software and contact center agent optimization tools, announced a global leader in safety products and services is leaving its legacy premise system in favor of the inContact cloud contact center platform. inContact's new client will deploy its Analytics Driven Quality solution, enabling a more intelligent approach to the quality management process. Results are analyzed and funneled into the ACD through inContact's Workforce-Intelligent Contact Center system which updates agent skill levels and adjusts customer traffic to match the appropriate agent to the corresponding customer issue..
[Full Article]   Oct-14-2014


Aspect Software Fills the Skies With Cloud-Based Contact Center Deployment Solution

Aspect Software, a provider of fully-integrated customer interaction management, workforce optimization, back-office and cloud solutions, announced Aspect Hosted, a secure dedicated hosted deployment service that helps companies deliver a differentiated next generation customer contact experience while speeding time-to-value for strategic initiatives. Designed to help organizations focus their efforts on running their business, Aspect Hosted, which includes Proactive Monitoring and Management, allows companies to modernize and manage their contact centers without the cost and complexity associated with deploying, managing and optimizing Aspect's customer engagement software and hardware in their own IT infrastructure.

[Full Article]   Sep-12-2014


Verint Workforce Optimization Solution Now Available on Multiple Mobile Platforms

Verint® Systems Inc. announced that its Verint Mobile Workforce Optimization (WFO) solution is now available on multiple mobile platforms, including Google Android and Apple iOS. As a native mobile application for Android and iOS-based devices, Verint Mobile WFO™ (Workforce Optimization) enables frontline employees and managers to enjoy the benefits of WFO while being mobile, engage and deliver on-demand intelligence on-the-go, and swiftly respond and take action from the convenience of their own mobile devices.
[Full Article]   Aug-12-2014


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