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Major US Insurance Group Selects Jacada to Simplify Customer Interactions

Jacada, Inc., a provider of customer service technology designed to simplify the interaction between businesses and their customers, announced that it has signed a material agreement with a top ten ranking US insurance group to provide real-time process guidance and automation solutions to support policy servicing and processing operations across multiple lines of business. The insurance group’s use of Jacada’s process guidance solutions will further extend the partnership between them and Jacada beginning with their implementation of Jacada’s Workspace Customer Service Desktop solution.
[Full Article]   Feb-10-2013

 

Genesys Agrees to Acquire UTOPY

Genesys, a provider of customer service and contact center solutions, announced it has signed a definitive agreement to acquire UTOPY. UTOPY delivers workforce optimization solutions, including speech and text analytics and innovative voice of the customer applications. The acquisition accelerates Genesys’ delivery of a complete workforce optimization (WFO) solution and strengthens the company’s integrated suite of contact center applications. With the addition of UTOPY, Genesys transforms customer service by using customer interaction analytics to analyze all interactions for key terms, critical business topics and customer sentiment, identifying those that need immediate action and then routing the customer to the optimal agent, back office worker or manager for resolution.
[Full Article]   Feb-03-2013

 

NICE Launches Industry’s First Full Cloud-Based Workforce Optimization Suite

NICE Systems announced the launch of its cloud-based Workforce Optimization (WFO) suite, the first to offer full capabilities for Recording, Quality Management, Analytics, Workforce Management, Performance Management, Incentive Compensation Management, and Voice of the Customer, all deployed in the cloud. These solutions are offered as Hosted or as Software as a Service (SaaS) to provide customers greater flexibility, lower upfront costs, and faster implementation.
[Full Article]   Feb-03-2013

 

Noble Systems Releases Noble Maestro 7.1 for Contact Center Management

Noble Systems Corporation, a provider of unified contact center technology solutions, announced the release of Noble Maestro 7.1, the newest generation of Noble Systems’ flagship offering for contact center management and reporting. Noble Maestro provides an intuitive manager portal for the Noble Enterprise Solution Suite, making it easy for users to manage campaigns, lists and data, assign contact strategies, schedule activities, and control activity flows. Noble Harmony provides remote and mobile access to Noble’s management tools from virtually any web-enabled device, allowing managers to easily stay on top of contact center activities, wherever they may be located.
[Full Article]   Jan-27-2013

 

Calabrio Triples Recording Efficiency to Attack TCO for Compliance, Quality and Speech Analytics Solutions

Calabrio, Inc., a provider of contact center workforce optimization and analytics software, announced major enhancements to its call recording platform to reduce the cost and complexity of recording-based applications, including compliance recording, quality management and analytics. By tripling the platform’s efficiency along with other enhancements, the Calabrio solution allows customers to acquire and support far less infrastructure, manage growth and increase reliability, all for a lower Total Cost of Ownership (TCO). A key advantage of Calabrio call recording has been the ability for customers to choose the capture method or mix of methods to best suit the customer’s business and technical requirements—whether it’s a single center, a multi-site center or home agents.
[Full Article]   Jan-27-2013

 

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