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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analytics software, announced the launch of Calabrio Freedom - a rescue program that enables businesses to move off of outdated contact center software from other vendors faster by receiving credit toward the purchase of Calabrio ONE Workforce Optimization software suite.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


IBM to Buy Cloud-Computing Firm SoftLayer

International Business Machines Corp. (IBM) agreed to buy privately held SoftLayer Technologies Inc. in a deal aimed at beefing up the company's efforts in cloud computing and taking on Inc. more directly. The deal for the Dallas-based company is valued at approximately $2 billion, said a person familiar with the matter. As part of the deal, IBM is creating a cloud-services division within its Global Services group to house SoftLayer as a stand-alone company and pull together its other cloud-computing services. The division will start offering the combined services after the close of the deal, which IBM expects in the third quarter.
[Full Article]   Jun-09-2013 Introduces Salesforce Company Communities, a leading CRM platform, introduced Salesforce Company Communities, reinventing the intranet for the social and mobile world. With Company Communities, businesses will be able to deliver a custom intranet that connects employees to the content, people and apps they need to be successful anywhere, from any device. Company Communities will enable companies to create an engaging intranet experience that employees love, personalized to make accessing information and completing tasks as quick and easy as it is in their personal lives.
[Full Article]   Jun-02-2013


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