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Support.com Launches Nexus(R) SupportCam(TM) Remote Video Support Service

Support.com, Inc., makers of cloud-based Nexus software for Support Interaction Optimization (SIO) and a provider of tech support and turnkey support center services, announced full availability of SupportCam, a powerful remote video support service available within Nexus. SupportCam addresses a major need in technical support: allowing the tech support representative to see exactly what a caller is looking at using the camera on the customer's Apple® or Android™ smartphone or tablet. SupportCam works on any contact center agent's computer running Mac OS® or Microsoft® Windows®. It runs on Internet Explorer®, Firefox®, Chrome® and Safari® web browsers.
[Full Article]   Apr-30-2015

 

Contact Centers Can Work Smarter with Enhancements to Calabrio ONE(R) Workforce Optimization Software Suite

Calabrio, a provider of contact center workforce optimization (WFO) and analytics software, has released an enhanced version of its award-winning Calabrio ONE workforce optimization software to help supervisors, managers and agents work smarter. New automated processes in Calabrio ONE, such as Intraday Dynamic Scheduling and Automatic Evaluation Queues, are designed to get more done and provide additional value as contact centers continue to grow in size and complexity. Calabrio ONE also has been expanded to increase integration with Avaya platforms, including Avaya IP Office support and Avaya Call Reconciliation.

[Full Article]   Apr-14-2015

 

NEC Launches Cloud Contact Center Solution

NEC Corporation of America (NEC), a provider and integrator of advanced IT and communications solutions, announced that it has continued its trend of enhancing its highly successful cloud solution with the addition of a comprehensive contact center suite of services, NEC’s UNIVERGE Cloud Services Contact Center. NEC’s new cloud based contact center solution provides a rich suite of advanced features beyond the usual benefits inherent in cloud that make it such a compelling alternative to premise based contact centers, such as cost savings, fast implementation and flexible deployment options plus an easy-to-use web-based Graphical User Interface (GUI) for agents. The new suite delivers a multi-media contact center environment with carrier grade, mission critical performance.
[Full Article]   Apr-14-2015

 

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

 

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