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Transera Launches Advanced Cloud-Based Analytics for Contact Centers

Transera, a provider of data-driven customer engagements, announced Transera Customer Engagement Analyzer, cloud-based software that helps contact centers capture, organize and cross-analyze customer interactions. Transera Customer Engagement Analyzer brings data together in the cloud from automated call distributor (ACD) applications, interactive voice response (IVR) systems, customer relationship management (CRM) applications, order entry applications and other customer data sources such as demographic services so that contact centers can analyze, understand, manage, and automate customer interactions in new and innovative ways.
[Full Article]   Jun-23-2013

 

Five9 Introduces Latest Release of Cloud Contact Center Software

Five9 announced the latest release of its cloud contact center software, which includes a new mobile app for contact center supervisors, enhanced multichannel capabilities, a PCI compliance solution and Mac support. The new Five9 mobile supervisor app for the iPad allows managers to monitor and manage staff from any location, whether it is walking throughout a contact center, in an airport or at a conference. The latest release of the Five9 cloud contact center software also includes new integrations that enable interactions with customers via email and chat. The new Five9 integration with LiveHelpNow email and chat improves agent productivity and customer satisfaction.
[Full Article]   Jun-16-2013

 

Envision Announces Net Performance Score, A Multidimensional Analytics Summary for Contact Centers

Envision, a provider of software that transforms customer relationships, introduced Net Performance Score™, a multidimensional analytics summary report, that brings together data from multiple sources into one location in the Envision Click2Coach dashboard so managers can quickly assess agent performance at a glance. This allows managers to reduce the overall monitoring time and number of evaluations, quickly pinpoint the areas that need improvement and immediately address any concerns through coaching.
[Full Article]   Jun-16-2013

 

Avaya Unveils Turnkey Solution for Proactive Management of the Customer Experience for Mid-size Contact Centers

Avaya announced a new solution for mid-size contact centers that streamlines adoption, implementation and management of comprehensive outbound customer communications. Avaya Outbound Contact Express is a turnkey solution with all the hardware, software and support services needed for cost-effective, proactive customer experience operations. Avaya Outbound Contact Express uses industry leading call detection and advanced, patented predictive and preview dialing algorithms for more effective use of agent time and a lower cost per call to reach customers. In addition, a single contact for all maintenance and support needs significantly reduces the costs and complexity associated with day to day operations and maintenance of traditional, multi-vendor solutions.
[Full Article]   Jun-09-2013

 

Calabrio Unveils Program to Help Contact Centers Trade Up to Next-Generation Workforce Optimization and Analytics Software

Calabrio, Inc., a provider of contact center workforce optimization and analytics software, announced the launch of Calabrio Freedom - a rescue program that enables businesses to move off of outdated contact center software from other vendors faster by receiving credit toward the purchase of Calabrio ONE Workforce Optimization software suite. The Calabrio ONE suite features robust and intuitive software that redefines workforce optimization and analytics by unifying applications, simplifying the user experience and driving more value into the customer service organization.
[Full Article]   Jun-09-2013

 

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