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Breaking News 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


Telenor Selects Accenture to Implement Global Shared Services Vision

Telenor announced that it has selected Accenture to accelerate the implementation of a global shared services vision across companies within the Telenor Group. Under the contract with Telenor, Accenture will look to provide relevant shared services in areas including Finance & Accounting, HR, IT and transactional procurement/purchases. The aim of the agreement is to support Telenor Global Shared Services in achieving world-class support services by working with a highly experienced management group. This 5-year contract with Accenture is worth US$215 million and is designed to increase Telenor’s efficiency and quality significantly across the relevant shared services.
[Full Article]   Jul-07-2013, Oracle CEOs Tout Application Integration Inc. will integrate its cloud sales applications with Oracle Corp’s cloud human resources and financial software, the companies’ CEOs recently announced. Customers will be able to purchase Oracle human resources and financial software and sales applications pre-integrated to share data and run as if they were built by one vendor. will use Oracle’s Database 12c software, Exadata servers, Linux software, and Java middleware.
[Full Article]   Jul-07-2013


Major Regional Energy Provider Selects inContact To Replace Premise System with Cloud Contact Center Software

inContact, a provider of cloud contact center software and contact center agent optimization tools, announced that a major regional utility will move from its premise system to the inContact cloud portfolio for inbound and outbound contact support in a multichannel environment. inContact's cloud software combined with a powerful, global telecommunications infrastructure was a key factor in the company's decision as they looked to improve operational efficiency and to ensure business continuity and disaster recovery.
[Full Article]   Jun-23-2013


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