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Salesforce.com Launches Salesforce Communities

Salesforce.com, the enterprise cloud computing company, launched Salesforce Communities, ending the era of legacy portal software. With new Salesforce Communities, customer companies will be able to create social communities with business data and processes embedded at the core to transform how they sell, service and market. Communities can also be created for any customer experience -- in a mobile banking app, in a video game or even in a car.
[Full Article]   May-05-2013

 

HP Helps Clients Enhance Customer Interactions by Transforming the Contact Center

HP Enterprise Services announced new services designed to enable organizations to break free from legacy contact center technology and bring new multichannel customer experience capabilities to customers quickly and cost-effectively. The new HP Customer Engagement as a Service (CEaaS) combines HP's leadership in enterprise cloud with technology from Avaya, a market leader in contact center technology, to provide clients a fast path to transition their legacy contact centers to a new, flexible platform.
[Full Article]   May-05-2013

 

Leading Regional Bank Chooses inContact

inContact, a provider of cloud contact center software and contact center agent optimization tools, announced that a leading regional bank has selected the inContact cloud portfolio to enhance service delivery across multiple contacts centers and more than 1000 agents. Prior to selecting inContact, the bank had a disparate environment that included premise-based call center technology from several legacy vendors. Looking to support their clients with a superior experience in both inbound and outbound interactions, the company sought to increase efficiencies and functionality with multi-channel routing and dialer in a flexible cloud system. inContact will deliver a complete solution that includes cloud ACD/IVR, workforce management, CRM integration, quality management, screen recording and business consulting.
[Full Article]   May-05-2013

 

Convergys Benefits from Call Recording and Quality Monitoring from Verint and Avaya

Convergys, a global leader in customer management, has implemented key workforce optimization (WFO) and customer experience management technology from Verint(R) Systems. Convergys replaced its existing recording / quality monitoring solution with the latest innovative technology from Verint-Avaya. With approximately 77,000 employees across 70 customer contact centers and other facilities around the world, Convergys needed an architecture that could support its complex, multi-site, multi-client and multi-project business model.
[Full Article]   Apr-28-2013

 

IBM's Chief to Employees: Think Fast, Move Faster

International Business Machines Corp. (IBM) Chief Executive Virginia Rometty delivered a rare companywide reprimand in the wake of a poor earnings report last week, saying the sprawling technology company needed to move faster and respond more quickly to customers. The comments came in a five-minute internal video message to the company's 434,000 employees. The CEO also unleashed a new rule. If a client has a request or question, IBM must respond within 24 hours, she said. "And if anything slows you down, call it out," she urged. "Engage management, engage leadership, and let's deal with it."
[Full Article]   Apr-28-2013

 

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