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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

 

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

 

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