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Amdocs Launches Cloud-Based Unified Communications Solution

Amdocs, a provider of customer experience systems and services, announced the release of the cloud-based Amdocs Unified Communications solution, which brings together messaging services, video and voice over IP (VoIP) calling, inside a service provider-branded app. With the Amdocs Unified Communications solution, service providers can quickly launch services to compete with over-the-top (OTT) offerings, strengthening their relationship with customers and allowing them to better monetize the opportunity.
[Full Article]   Feb-17-2013

 

IntelliResponse Adds Groundbreaking Predictive Matching Capabilities to Virtual Agent Solution

IntelliResponse Systems, a provider of virtual agent technology solutions for the enterprise, announced the general availability of IntelliSuggest – a new feature of IntelliResponse Virtual Agent 6.2. IntelliSuggest leverages next generation predictive matching technology to deliver the one right answer to self-service questions, and does so with a very high degree of accuracy. IntelliResponse Virtual Agents offer an engaging customer experience, voice of the customer insights, and ability to deliver one right answer consistently across all customer interaction channels. The addition of IntelliSuggest will now enable customers to self-serve online with far less effort and time than was previously possible.
[Full Article]   Feb-17-2013

 

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

 

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