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HDFaces has Arrived for GoToWebinar and GoToTraining

HDFaces was a game changer for Citrix when it launched the high-definition video conferencing feature with GoToMeeting in August 2011. The crystal-clear, multi-point webcam experience allowed audiences to engage each other like never before and conduct meetings with a “like being there” face-to-face experience.The launch of HDFaces for GoToWebinar and GoToTraining gives webinar and training professionals the opportunity to visually connect with their audiences in their sessions. Now webinar organizers can bolster their message with their own personalities, while virtual trainers can enhance the classroom experience with visual demonstrations and face-to-face interaction.
[Full Article]   Mar-24-2013


GM Transforms Call Centers

In another effort to provide the best customer experience in the industry, General Motors is changing the way its customer call centers operate, staffing Customer Engagement Centers with expert advisors who reach out to new owners to answer questions and are empowered to resolve most issues on the spot. At the same time, GM is implementing processes and tools to enable the channeling of data from the centers to its designers and engineers to capture the voice of the customer for further improvements in vehicle programs.
[Full Article]   Mar-17-2013


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


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