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Blue Cross and Blue Shield of Kansas City Selects IntelliResponse Virtual Agent Technology

IntelliResponse, a provider virtual agent technology solutions for the enterprise, announced that Blue Cross and Blue Shield of Kansas City (Blue KC) has implemented the IntelliResponse Virtual Agent technology platform. The solution adds powerful, feature-rich, enterprise digital self-service and knowledge management capabilities to Blue KC, empowering its members to perform online tasks, ask natural language questions, and receive immediate answers to their questions. Blue KC serves nearly a million people in the Kansas City area, and the organization expected an influx of questions as a result of the Affordable Care Act. With a website redesign already in the works, Blue KC wanted to offer an improved and more engaging online experience for its members to meet the needs of members using this channel.
[Full Article]   Mar-19-2014


8x8 Partners with Teleopti to Deliver 100% Cloud-Based Virtual Contact Center and Integrated Workforce Management Solution

8x8, Inc., a provider of cloud-based unified communications, contact center and collaboration solutions, announced it has partnered with Teleopti, a provider of Workforce Management (WFM) software for contact centers, to deliver the first 100% cloud-based, best of breed Virtual Contact Center and Workforce Management solution. 8x8 and Teleopti have tightly integrated their solutions to provide a new service that uses 8x8 Virtual Contact Centerís call history data to drive Teleoptiís staffing models, enabling call centers to quickly design a schedule that optimizes their staffing resources. Once the system is in use, up to the minute statistics from 8x8 are fed to Teleopti, giving contact managers unprecedented flexibility to ensure they are running at top efficiency.
[Full Article]   Mar-18-2014


New Avaya Contact Center Solutions Help Companies Master the Omni-channel Customer Experience

Avaya announced new and enhanced Customer Experience Management solutions to help businesses eliminate the fragmented, high-effort service that jeopardizes customer loyalty and revenue growth. Avaya Customer Experience Management (CEM) solutions help deliver that holistic, proactive experience by enabling companies to centralize and orchestrate all mobile, web and contact center interactions that occur throughout a customer care cycle. Companies can now easily design and manage interactive proactive outreach and self-service applications over SMS and email along with existing mobile, phone, video, and other touch points from a single platform.
[Full Article]   Mar-11-2014


ASC Launches Workforce Optimization Suite neo 3.0

ASC, a software company with innovative solutions to record, analyze and evaluate communications, announced the release of its neo 3.0 Workforce Optimization (WFO) Suite, comprising quality and performance management, communications recording, speech and desktop analytics, eLearning/coaching, customer feedback and workforce management. ASCís WFO solution is available in a multi-tenanted Cloud-based offering and provides cost savings, low entry barriers, fast and easy deployment and a permanent technology refresh.
[Full Article]   Mar-10-2014


Mitel Acquires Contact Center Call Recording Supplier OAISYS

Mitel announced the acquisition of contact center supplier OAISYS, a developer of integrated call recording and quality management solutions. Consistent with Mitel's strategy to rapidly expand the company's presence in the contact center space, the acquisition of OAISYS further strengthens Mitel's position in this growing market. Financial terms of the transaction were not disclosed. The OAISYS acquisition coincides with the rapid emergence of customer-facing contact center applications as a key buying consideration for many organizations. The contact center call recording and quality management solutions offered by OAISYS enable data to be converted into actionable business intelligence that is increasingly a valuable asset for organizations of all sizes.
[Full Article]   Mar-05-2014


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