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Calabrio Advances Workforce Management Capabilities to Bolster Forecast Accuracy and Intraday Management

Calabrio, Inc., a provider of contact center workforce optimization and analytics software, announced new capabilities in its Calabrio ONE Workforce Management (WFM) software that further enhance the solution's ease-of-use, flexibility and value. Calabrio's enriched WFM software empowers contact center personnel to more easily and accurately forecast for the unexpected, proactively analyze and adjust for daily realities, and make smarter decisions to manage critical business resources to optimize service levels.
[Full Article]   Mar-17-2013

 

Attensity Respond 6.0 Improves Multi-Channel Engagement in Social Customer Contact Centers

Attensity, a provider of enterprise social analytics and engagement applications, announced the release of Attensity Respond 6.0, a new release of Attensity’s Respond application designed to address the specific challenges facing the next generation of multi-channel social customer contact centers and marketers in large corporate environments. Respond 6.0 provides a unified customer listening post where customer requests in social media as well as in emails, and other channels are automatically -- and intelligently -- analyzed, classified and routed to appropriate departments for response. These communications can take the form of cries for help, product issues, service feedback, intent to churn, or other events such as sign-ups, cancellations, or complaints about competitors.
[Full Article]   Mar-17-2013

 

iYogi Deploys NICE Solution

NICE Systems announced that iYogi, a global provider of technical support services to consumers and businesses, has chosen NICE to help improve operational efficiency and enhance customer experience through Big Data insights and analytics from thousands of service requests every day. iYogi is deploying the NICE solution to holistically manage both voice and non-voice processes serving millions of users annually. NICE Process Analytics, part of its Real-Time Activity Monitoring solution, will enable the automatic capture and analysis of all managed processes that take place within a single customer interaction, including tasks performed on both the phone and desktop by Tech Experts. This will increase iYogi’s visibility and productivity across multiple geographies, enhancing their Tech Experts’ delivery across all task types, skills and levels. As a result, iYogi will be able to optimize occupancy and service levels.
[Full Article]   Mar-10-2013

 

Siemens Enterprise Communications Announces Solution Offerings to Unlock Customer Value from Better Performing Teams

Delivering on its vision to enable customers to unlock untapped potential and value in improved team performance, Siemens Enterprise Communications announced a unique solution offering designed to accelerate customer adoption of truly unified communications practices. The amplifyTEAMS Now! packages are designed to help businesses improve employee communications, simplify access to relevant information, remove the geographical boundaries of teams and make mobility in the enterprise a reality. The packages combine the most impactful components of Siemens Enterprise Communications' industry-leading Unified Communications portfolio to create low-risk, high-impact packages that deliver fast results.
[Full Article]   Mar-10-2013

 

GM Hiring 1,000 IT Workers

General Motors Co. plans to hire 1,000 information technology employees for a new office in Chandler, Ariz., as part of its effort to bring such work back into the company instead of using outside contractors, Automotive News’s Andrew Thurlow reports. GM also expects to hire more than 3,000 more IT workers to staff its three other new centers in Warren, Mich.; Roswell, Ga.; and Austin, Texas. GM’s current IT staff level is 5,500 employees, “on the way to 9,000” when the move is complete.
[Full Article]   Mar-10-2013

 

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