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LiveOps Reveals New Agent Desktop Inspired by Consumer Applications

LiveOps, Inc., a provider of in cloud contact center and customer service solutions, announced the availability of LiveOps® Engage™, an integrated, multichannel desktop built with both the agent and the customer in mind. LiveOps Engage simplifies the user experience to increase agent productivity and improve customer experience across all channels on a single screen: phone, email, live chat, SMS, Twitter, and Facebook. Inspired by modern web design, LiveOps Engage is a browser-based cloud application that’s available at no additional cost to customers of the LiveOps Platform. Agents using LiveOps Engage need less time and fewer clicks to complete the most common functions, since everything is contained in a single, integrated agent desktop.
[Full Article]   Feb-10-2013

 

ShoreTel Enterprise Contact Center Extends Feature Set While Keeping User Experience Brilliantly Simple

ShoreTel, a provider of unified communications platforms, including business phone systems, applications and mobile UC solutions, announced the release of ShoreTel Enterprise Contact Center 8. The enhanced release of ShoreTel Enterprise Contact Center makes it easier for enterprises to meet the needs of today’s multi-device, multi-channel consumer by removing barriers and offering more avenues for communication. Agents can now more effectively handle emails, chats and calls, both inbound and outbound. Customers can also schedule callbacks so they can be contacted at a time that is convenient.
[Full Article]   Feb-10-2013

 

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

 

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