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NEC Launches Cloud Contact Center Solution

NEC Corporation of America (NEC), a provider and integrator of advanced IT and communications solutions, announced that it has continued its trend of enhancing its highly successful cloud solution with the addition of a comprehensive contact center suite of services, NECís UNIVERGE Cloud Services Contact Center. NECís new cloud based contact center solution provides a rich suite of advanced features beyond the usual benefits inherent in cloud that make it such a compelling alternative to premise based contact centers, such as cost savings, fast implementation and flexible deployment options plus an easy-to-use web-based Graphical User Interface (GUI) for agents. The new suite delivers a multi-media contact center environment with carrier grade, mission critical performance.
[Full Article]   Apr-14-2015


Kodak Alaris Info Insight Speeds Call Center Response

Kodak Alaris has a new e-mail management platform that helps enterprises analyze millions of messages so that contact centers can improve their customer service response times. By aggregating and analyzing information sent through a variety of channels -- including by phone, e-mail, and social media platforms -- the new solution can give contact center agents the information they need to respond much faster to customer questions. The new platform, known as the Kodak Info Insight Platform, is developed and sold by Kodak Alaris, and is part of its Information Management division.
[Full Article]   Mar-26-2015


Sonus and Numonix Team to Deliver Enhanced Customer Service Experience

Sonus Networks, Inc., a global leader in enabling and securing real-time communications, and Numonix, an innovator of interaction recording solutions, announced that they are collaborating to increase customer service levels, maximize agent productivity, support compliance regulations and reduce contact center costs by enabling security, enhancing reliability and integrating call recording. Sonus and Numonix are collaborating to improve contact center efficiencies by integrating Numonix RECITE call recording solutions into Sonusí portfolio of SBCs. When incorporated into one platform, these two technologies provide a fully integrated and interoperable, best-in-class contact center solution.

[Full Article]   Feb-17-2015


inContact Continues Workforce Optimization (WFO) Market Momentum with New Cloud SMB Solution

inContact, a provider of contact center workforce optimization tools, announced the launch of the inContact Discover WFO Suite, an easy-to-use, fully-featured cloud WFO solution that is purpose-built for small to mid-sized businesses (SMB). The all-in-one, 100% cloud WFO solution is tightly integrated with inContact's powerful contact center offering, enabling contact centers to deploy a single unified platform for Recording, Quality Management (QM), Speech and Desktop analytics, Workforce Management (WFM) and Performance Management, with intelligent automated actions connected back to inContact's multi-channel routing and IVR.
[Full Article]   Jan-21-2015


Energisa implements Cisco Unified Contact Center Solution

Energisa Group, a Brazilian energy distributor, has implemented Cisco Unified Contact Center solution to optimize its customer services. The company deployed a set of Ciscoís solutions to integrate its communications channels, unifying telephone, e-mail, real-time chat and social networks applications. The technology will improve Energisaís service capacity, enabling it to deal up to 447,000 calls per month in its distribution units. Cisco Customer Collaboration architecture, including Cisco Unified Contact Center Enterprise, was used to provide intelligent contact routing, call treatment, and network-to-desktop computer telephony integration (CTI).

[Full Article]   Jan-20-2015


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