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Infosys Launches AssistEdge

Infosys announced the launch of AssistEdge, a unique product that transforms contact centers to deliver an integrated and seamless cross-channel experience to its customers. The product's distinctive context-passing capability, patented self-care technology and intuitive dashboard helps enhance customer experience and boost agent productivity, both of which are persistent challenges for the call center industry. AssistEdge empowers customers to resolve issues by themselves through a powerful self-care engine. Equipped with interactive text, visual and video troubleshooting mechanisms, it also offers recommendations from relevant social forums and communities for peer-to-peer assistance.
[Full Article]   Jan-27-2013


NICE Utilizes Voice Biometrics Technology to Expand Fraud Prevention Suite to Contact Centers

NICE Systems announced the launch of its Contact Center Fraud Prevention solution, which tracks fraud patterns and screens all phone interactions for fraud against a watch list of known fraudsters. The solution brings together NICE Actimize’s extensive expertise in fraud with NICE’s years of experience in the contact center. The solution can be deployed as a standalone contact center solution or as part of the NICE Actimize enterprise fraud offering. Organizations can reduce fraud-related losses without creating service hurdles or compromising customer experience byadopting a multi-layered approach, which includes non-intrusive voice biometrics technology, speech and transactional analytics, and real-time capabilities.
[Full Article]   Jan-13-2013


T-Mobile Austria to Deploy Interactive Intelligence’s Cloud-based Contact Center Solution

T-Mobile Austria, a subsidiary of Deutsche Telekom, has chosen Interactive Intelligence Group Inc.’s contact center solution to support its 500 agents across two sites. The Interactive Intelligence Customer Interaction Center (CIC) IP communications software suite was selected for its flexibility, the availability of European data centers for a cloud deployment option, and proven track record backed by more than 5,000 customers worldwide. CIC will help support T-Mobile’s recently re-launched “European Routing Platform Customer Service” (ERPCS) project, which was designed to boost flexibility, integrate outbound campaigns, cut costs, and add non-voice routing capabilities.
[Full Article]   Jan-13-2013


IBM Helps Growing Businesses Expand Global Technology Support

IBM announced the expansion of its leading technical support services to now provide small and medium-sized businesses with the ability to offer global technology support to their customers, regardless of their location. As the imperative for businesses to expand into global markets continues, IBM provides them with comprehensive single-source technical support services for a fraction of the cost of maintaining in-house skills or multiple regional service contracts. IBM's new Managed Vendor Support Services gives clients the opportunity to scale their technical support offerings globally -- at their own pace -- via access to IBM's global reach, highly skilled technical professionals, worldwide parts network and logistics expertise.
[Full Article]   Jan-13-2013


Ringio Launches Cloud Call Center Software

Ringio, a provider of small and medium business CRM phone solutions, announced its newest cloud-based innovation, the Ringio Call Center. Ringio Call Center, an affordable solution, enables a company’s inbound and outbound call centers to work together from multiple locations to respond to calls intelligently and quickly. Ringio’s hosted call center application can be set up on computers and mobile devices from many locations in a matter of minutes. The Software-as-a-Service (SaaS) model lets a company avoid a large upfront cost. The call center comes with all the core features of Ringio’s virtual PBX. The plug-n-play CRM-phone integration with the real time screen popup makes Ringio’s cloud based call center application more powerful than similar products.
[Full Article]   Jan-06-2013


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