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Latest Versions of Calabrio Workforce Management and Calabrio Quality Management Rated “Avaya Compliant

Calabrio, Inc., a provider of contact center workforce optimization and analytics software, announced that its latest versions of Calabrio Workforce Management and Calabrio Quality Management solutions are compliant with key contact center solutions from Avaya, a provider of business collaboration and communication software and services. Calabrio Workforce Management optimizes toolsets for each user role, enabling managers to achieve more efficient forecasting and scheduling, reduce unnecessary support and tighten resources. Calabrio Quality Management software features highly-scalable voice and screen recording and evaluation to support users at any and all locations to enable consistency across the organization.
[Full Article]   Aug-11-2013

 

Black Hills Corp. Leverages Mobile Apps for Enhanced Customer Service

Understanding the significant impact service quality has on many facets of business, from customer retention and new acquisitions to bottom line savings, Black Hills Corp. has turned to the mobile workforce management provider, ClickSoftware Technologies Ltd. , for components of Black Hills’ long-term strategic technology plan to boost customer service through unified processes and mobile connectivity. The implementation will allow the company to share and optimize resources and information across multiple business units in real-time. This will offer Black Hills increased scheduling flexibility based on skills and proximity. In addition, Black Hills plans to improve communication with customers by providing estimated arrival time updates.
[Full Article]   Aug-04-2013

 

NICE Introduces Contact Center Video Recording

NICE Systems announced the launch of its Contact Center Video Recording solution, which helps organizations deliver an excellent customer experience by monitoring and enhancing the quality of service provided via video-enabled contact centers. The solution combines NICE’s extensive real-time audio capture expertise with its experience in video surveillance for security. NICE Video Recording enables organizations to continuously monitor agent performance, provide additional coaching as needed, and maintain a single standard of performance across the operation. Quality monitoring is applied to both audio and visual recordings, enabling organizations to better understand not only what was said during a customer interaction, but also what was implied through the body language of the agent and the customer.
[Full Article]   Aug-04-2013

 

Sky Selects NICE to Enhance Customer Experience and Operational Efficiency

NICE Systems announced that it has been selected by Sky to further enhance customer experience and improve operational efficiency. Sky will utilize a joint NICE-Silver Lining workforce optimization (WFO) solution to more effectively manage its multi-skilled workforce in order to provide outstanding customer service, drive optimal business results, and reduce costs. The offering will provide the most complete visibility into actual agent activity and skill gaps for over 7,500 customer-facing employees. Using this performance data, the company can create, manage, and enhance tailored training plans at scale. It can also ensure that agents are able to quickly and easily access information needed during real-time customer interactions.
[Full Article]   Jul-28-2013

 

New IBM Software Helps Companies Reinvent Relationships with Exceptional Digital Experiences

IBM announced new Digital Experience software that allows organizations to create customized digital experiences that reinvent the way they engage with their most important audiences: customers, employees and business partners. Aligned with IBM's Smarter Commerce initiative, the new software allows line of business employees from marketing, sales, HR and customer loyalty, to produce, share and distribute digital content on the fly, to all mobile and social channels -- without the need for \outside assistance.
[Full Article]   Jul-28-2013

 

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