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Kodak Alaris Info Insight Speeds Call Center Response

Kodak Alaris has a new e-mail management platform that helps enterprises analyze millions of messages so that contact centers can improve their customer service response times. By aggregating and analyzing information sent through a variety of channels -- including by phone, e-mail, and social media platforms -- the new solution can give contact center agents the information they need to respond much faster to customer questions. The new platform, known as the Kodak Info Insight Platform, is developed and sold by Kodak Alaris, and is part of its Information Management division.
[Full Article]   Mar-26-2015


Sonus and Numonix Team to Deliver Enhanced Customer Service Experience

Sonus Networks, Inc., a global leader in enabling and securing real-time communications, and Numonix, an innovator of interaction recording solutions, announced that they are collaborating to increase customer service levels, maximize agent productivity, support compliance regulations and reduce contact center costs by enabling security, enhancing reliability and integrating call recording. Sonus and Numonix are collaborating to improve contact center efficiencies by integrating Numonix RECITE call recording solutions into Sonus’ portfolio of SBCs. When incorporated into one platform, these two technologies provide a fully integrated and interoperable, best-in-class contact center solution.

[Full Article]   Feb-17-2015


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


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