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LiveOps Cloud Debuts All New Enterprise Class Contact Center as a Service

LiveOps Cloud has developed a completely new Contact Center as a Service (CCaaS) platform, CxEngage, that offers the reliability and scalability global organizations need to deliver exceptional customer service experiences anywhere. Built from the ground up, CxEngage delivers an open framework for unmatched integration with standard APIs for greater flexibility and visibility at every level of the organization. CxEngage acts as a single pane of glass from which agents can make more informed customer service decisions and integrates with a broad set of applications such as customer relationship management (CRM), workforce management (WFM), and business intelligence (BI) to perpetually improve service delivery.

[Full Article]   Mar-09-2016


BroadSoft Buys Transera to Bolster Cloud Contact Center Offerings

BroadSoft has just announced that they have purchased the Cloud Contact Center pioneer Transera. BroadSoft operates its own Unified Communications as a Service (UCaaS) product, however, with the purchase of Transera, BroadSoft can now offer rich call center features out of the box. Gartner recently designated Transera as a “Visionary” in Gartner 2015 Magic Quadrant in the Contact Center as a Service category. Contact center software currently represents a $3.3B opportunity.
[Full Article]   Mar-05-2016


ClickSoftware, a provider of automated mobile workforce management and service optimization solutions, announced that Star Gas Partners, a full servic

ClickSoftware, a provider of automated mobile workforce management and service optimization solutions, announced that Star Gas Partners, a full service energy provider specializing in the sale of home heating products and services to residential and commercial customers, has selected the company's cloud-based mobile workforce management solution for its mobile workforce management processes. The full-service energy provider is partnering with ClickSoftware to automate and optimize service workflows for its mobile field service technicians. ClickSoftware's solutions will help Star Gas enhance customer communication by leveraging mobility to put more information in the hands of technicians in the field, in real time.
[Full Article]   Jan-11-2016


GameStop accelerates digital customer service with eGain Cloud

eGain, a provider of cloud-based customer engagement solutions, announced that GameStop has deployed eGain Cloud for digital customer service after a successful, expert-guided pilot in the cloud with eGain Try+Buy. The company selected eGain due to its rich functionality and its unique pilot offer in eGain Try+Buy. Designed for client success in a production setting and speed to value, the offer includes the following: award-winning customer engagement suite with built-in best practices; safe production pilot in eGain Cloud; Options for easy A/B testing; and guidance to quick business value by eGain experts.
[Full Article]   Jan-11-2016


Vocalcom Launches Click2Start Cloud Call Center

Vocalcom, a provider of cloud-based call center software and sales acceleration technology, announced that it has launched Click2Start for the SMB market. The true cloud solution simplifies call center set-up or modernization for small and mid-sized businesses, enabling them to leverage up-to-date solutions without bearing the burden of upfront capital or additional IT investments. Available for up to thirty users, Click2Start is a compliant, multi-tenant cloud call center that provides all the benefits of enterprise-level call center software without the cost.
[Full Article]   Sep-18-2015


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