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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


Cisco to buy Sourcefire

Cisco Systems Inc said it plans to purchase cybersecurity company Sourcefire Inc for $2.7 billion, a deal that should spark more acquisitions in the industry as large vendors seek to profit from growing demand for IT security. Cisco, which has been seeking targets to boost its network security business, said it will pay $76 per share in cash for Sourcefire, a premium of 28.6 percent over its closing price on Monday of $59.08. Analysts said the valuation may be high but the deal made sense for Cisco, which has lost market share in network security to small, innovative rivals such as Juniper Networks Inc, Check Point Software Technologies, and Palo Alto Networks Inc.
[Full Article]   Jul-28-2013


CallMiner Delivers Automated Next-Best-Action Guidance Directly to Call Center Agents

CallMiner, a provider of speech analytics and automated quality monitoring solutions for contact centers, announced that it has expanded its EurekaLive real-time performance monitoring platform with advanced direct agent feedback and context driven workflow capabilities. EurekaLive uses contextual language patterning to analyze every word spoken in live conversation and intelligently guides agents to better call outcomes including higher sales, improved customer satisfaction, and stricter compliance adherence. EurekaLive delivers the same real-time alerting information to supervisors and quality analysts, allowing for action or intervention while the call is still in progress. The alert monitor interface has the added benefit of providing transcript snippets surrounding alerts and instant playback of call segments, further reducing the monitoring effort.
[Full Article]   Jul-21-2013 Introduces New "Ticket Collision" Feature, a provider of software solutions for customer support and help desk teams, has just introduced its newest software feature to help prevent this type of “ticket collision” from happening. Now when customer service reps address a customer issue, TeamSupport’s software allows them, in real time, to see who else on the team or within the company is working on the same ticket at the same time -- whether within the help desk or in the software engineering department or other employees in between. An internal Chat feature attached to the ticket allows employees to engage in a discussion about the customer’s issue, the proposed resolution and any other information related to the ticket.
[Full Article]   Jul-21-2013


IBM to Provide Contact Center and Back Office Services for Jet Airways

IBM announced the extension of its relationship with Jet Airways to provide a comprehensive solution for customer contact center operations, including improved analytics capabilities as well as an IT infrastructure refresh. Under this agreement, IBM will provide contact center and back office services for the airline’s 11 lines of business covering its domestic and international reservations, Jet Privilege program, cargo, re-issues, refunds and helpdesk services. The solution, according to IBM, not only includes implementation of an Interactive Voice Response (IVR) system to improve service levels but also advanced analytics technologies to provide increased revenue through insights gained while managing the contact center.
[Full Article]   Jul-07-2013


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