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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

 

Jacada Announces New Visual IVR Product to Enhance the IVR Customer Experience

Jacada, Inc., a provider of customer service technology designed to simplify the interaction between businesses and their customers, announced the introduction of Visual IVR Plus, its new IVR enhancement offering. Designed with patent pending technology to utilize a company’s existing IVR (Interactive Voice Response) scripts, Visual IVR Plus reduces caller frustration and in-bound call time by presenting users with a menu-driven interface; without requiring them to listen to and remember long menu trees. A customer can simply touch their way through a Visual IVR system using a graphical interface designed for a more engaging customer experience than traditional voice prompt IVR systems. The result is an improved customer experience and increased customer satisfaction.
[Full Article]   Apr-21-2013

 

Customers Deploying Verint Solutions to Help with Business “Gamification”

Verint® Systems Inc. announced that customers are using its Impact 360® Workforce Optimization™ (WFO) software as part of their business gamification initiatives in order to encourage specific agent behaviors and achieve targeted customer experience and revenue goals. Early results show WFO solutions can play an important role in tying gamification to specific business processes, making them more fun by encouraging success and assisting the companies’ overarching customer strategies.
[Full Article]   Apr-21-2013

 

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