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IBM Watson Aims to Improve Call Center, IVR CX

Call centers and interactive voice response systems are notorious for creating customer frustration. But new solutions that leverage artificial intelligence and automation aim to change that by providing customers and call center agents with the information they need more quickly. The IBM Watson Voice Gateway can connect conversations between call center agents and users, and serve up customer details and other relevant information to the agent. IBM notes that it accelerates access to information, allows for more personalization, expedites call center rep training, improves call efficiency and user experience, and results in enhanced workforce optimization.
[Full Article]   Mar-27-2017


8x8 Announces Availability of New Virtual Contact Center Editions

8x8, Inc. has announced the general availability of new 8x8 Virtual Contact Center Editions and implementation packages. The new solution and integration options are packaged and priced to better align features and value delivery with the specific requirements of companies adopting cloud for their contact center needs. The Virtual Contact Center Editions offer four simple packages that are designed with the features and capabilities necessary to meet the most common and innovative customer requirements. Some customers may simply require a voice-only contact center, while others need the full suite of features, including omni-channel and quality management solutions, offered by the 8x8 Virtual Contact Center.
[Full Article]   Mar-26-2017


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 Talkdeskís 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. Ciscoís 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 itís 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


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