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Talkdesk Launches Interactive Real-Time Reporting Experience

Talkdesk, a cloud-based call center software provider, announced the launch of Talkdesk Live. Talkdesk Live is the first reporting experience to be built on top of Talkdesk’s new predictive insights platform. In addition to providing customers with real-time call center insights, Talkdesk Live also makes it easy to monitor and maintain KPIs for both sales and service teams. Optimized for both sales and service teams, Talkdesk Live enables companies to leverage data to improve their customer communication strategies. Talkdesk Live's drill-down graphics provide both big-picture insights as well as granular details to help teams understand the factors that drive their call center's performance.

[Full Article]   Oct-09-2016


Cisco and Salesforce Announce Global Strategic Alliance

Cisco and Salesforce announced a strategic alliance to enable business users to be more productive than ever before. The two market leaders in customer service are teaming up to deliver a complete customer service solution, from communications infrastructure to an integrated, intelligent agent desktop experience. Cisco’s Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration and multichannel contact management. The Salesforce Service Cloud provides agents with a 360-degree view of the customer to deliver fast, smart customer service. With these two solutions seamlessly integrating, companies will be able to manage call centers more efficiently.
[Full Article]   Oct-09-2016


New Fenero Web Phone Puts Call Centers in the Cloud

Fenero, a contact center software platform provider, announced the release of its newest feature, the Web Phone, a cloud-based SaaS communication and telephony application that operates inside a browser. Using the Web Phone, contact centers will save 70 percent of contact center software, hardware and telephony costs, compared to alternative providers, according to information provided by the company. It will also help businesses set up contact centers faster. Because it’s in the cloud, the Web Phone removes the necessity for expensive IT hardware setup, support, maintenance and licensing fees typically associated with more traditional PBX systems, the company says.

[Full Article]   Aug-06-2016


Large Global Retailer Selects Interactive Intelligence Customer Engagement Software Suite

A large global retail company has selected Interactive Intelligence Group Inc.'s omnichannel customer engagement software suite, Customer Interaction Center™ (CIC), to support more than 1,000 contact center agents worldwide. These agents collectively manage approximately 14,000 inbound interactions and 225,000 outbound calls per day from both the company's customer care and accounts receivable departments. The deal, valued at more than $12.5 million, was closed by Interactive Intelligence channel partner, Automated Voice & Data Solutions (AVDS), a leading communications solutions provider based in Houston, Texas.

[Full Article]   Aug-05-2016


Aspect Software Announces Workforce Chatbot, Aspect Mila

Aspect Software, a provider of fully-integrated consumer engagement, workforce optimization, and back-office solutions on premises and in the cloud, announced Aspect® Mila™, a new interactive assistant that redefines how contact center supervisors and agents interact with workforce applications and each other. Aspect Mila is an integration of Aspect® CXP and Aspect natural language understanding (NLU) technologies. When used with components of the Aspect EQ™ Workforce Optimization™ (WFO) suite, it allows supervisors to better manage staffing requirements and empowers agents to take control of their schedules from anywhere using their mobile devices, without direct access to the WFO desktop applications.
[Full Article]   May-17-2016


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