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Salesforce.com, Oracle CEOs Tout Application Integration

Salesforce.com 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 Salesforce.com sales applications pre-integrated to share data and run as if they were built by one vendor. Salesforce.com 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

 

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

 

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