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Avaya and Google Collaborate on Contact Center

Avaya recently announced it is working with Google on innovative contact center solutions for businesses. The collaboration combines Avaya’s expertise in customer engagement technologies with Google’s expertise in Web applications and Chromebooks. The initial project provides new contact center agents with simple set-up in any location so businesses can better manage peak or seasonal demands, support business continuity, and enable mobile and remote agent access. Customer service agents will be able connect to the Avaya contact center agent desktop via Chromebooks through a WebRTC-enabled interface-- eliminating the need to download software for individual agent endpoints.

[Full Article]   Jan-02-2015

 

Avaya and Google Collaborate on Contact Center

Avaya recently announced it is working with Google on innovative contact center solutions for businesses. The collaboration combines Avaya’s expertise in customer engagement technologies with Google’s expertise in Web applications and Chromebooks. The initial project provides new contact center agents with simple set-up in any location so businesses can better manage peak or seasonal demands, support business continuity, and enable mobile and remote agent access. Customer service agents will be able connect to the Avaya contact center agent desktop via Chromebooks through a WebRTC-enabled interface-- eliminating the need to download software for individual agent endpoints.
[Full Article]   Dec-24-2014

 

Microsoft and Salesforce Unveil New Joint Solutions at Dreamforce 2014

Microsoft Corp. and Salesforce announced significant progress in their strategic partnership announced in May. The two companies unveiled new joint solutions—including Salesforce1 for Windows, Salesforce for Office, and Power BI for Office 365 and Excel integrations with Salesforce. Salesforce1 for Windows. Salesforce1 for Windows will empower customers to run their business from their Windows 8.1 mobile devices.

[Full Article]   Oct-15-2014

 

Global Safety Industry Leader Selects inContact Cloud Contact Center Solutions

inContact, a provider of cloud contact center software and contact center agent optimization tools, announced a global leader in safety products and services is leaving its legacy premise system in favor of the inContact cloud contact center platform. inContact's new client will deploy its Analytics Driven Quality solution, enabling a more intelligent approach to the quality management process. Results are analyzed and funneled into the ACD through inContact's Workforce-Intelligent Contact Center system which updates agent skill levels and adjusts customer traffic to match the appropriate agent to the corresponding customer issue..
[Full Article]   Oct-14-2014

 

Aspect Software Fills the Skies With Cloud-Based Contact Center Deployment Solution

Aspect Software, a provider of fully-integrated customer interaction management, workforce optimization, back-office and cloud solutions, announced Aspect Hosted, a secure dedicated hosted deployment service that helps companies deliver a differentiated next generation customer contact experience while speeding time-to-value for strategic initiatives. Designed to help organizations focus their efforts on running their business, Aspect Hosted, which includes Proactive Monitoring and Management, allows companies to modernize and manage their contact centers without the cost and complexity associated with deploying, managing and optimizing Aspect's customer engagement software and hardware in their own IT infrastructure.

[Full Article]   Sep-12-2014

 

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