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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

 

Prepare Now for the End of Windows XP and Office 2003 Support

Microsoft will end support for Windows XP and Office 2003 in less than a year, on April 8, 2014. Gartner estimates that more than 15 percent of midsize and large enterprises will still have Windows XP running on at least 10 percent of their PCs after Microsoft support ends on that date. Not having support means that organizations' PCs could be vulnerable to attack. New vulnerabilities are always being found, and new vulnerabilities that are found in more current products could affect Windows XP and Office 2003. Any unpatched device can be vulnerable to attack. Even if a device is only a private network and has no Internet access, another device, even one running a supported product, can be infected with malware outside the private network and can bring it onto the private network, infecting other devices.
[Full Article]   Apr-21-2013

 

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