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Blackboard Acquires IT Help Desk Provider Perceptis

Blackboard has extended its reach into the IT support business. The company announced that it had acquired Perceptis, which provides help desk and other services to colleges and universities. The terms of the deal between these two privately held firms were not made public. Although Perceptis also provides financial aid services for several institutions, it has built its reputation on its tech support offerings, delivered by phone, Web chat and email. Perceptis maintains its headquarters and a call center in Greenville, SC and a call center in Phoenix. According to Katie Blot, head of Blackboard's Education Services, the acquisition doubles the number of service centers maintained by her company in the United States.

[Full Article]   Jul-14-2014


Nuance and TRUSTID Partner

Nuance Communications, Inc., announced that it has partnered with TRUSTID, Inc., a leader in contact center authentication technology, to help contact centers streamline customer authentication and fight fraud at the same time. Contact centers that use Nuance and TRUSTID in combination can see an even greater reduction in average handling time (AHT), a strengthening of security and anti-fraud measures, and significant reductions in operating costs. Nuance and TRUSTID are partnering to promote and deliver their combined solutions to contact centers within leading enterprises, including financial and telecommunications organizations.
[Full Article]   Jul-14-2014


Five9 Delivers Managed Private Network in the Cloud, Helping Contact Centers Create High Quality Customer Interactions

Five9, a provider of cloud contact center software, announced an enhanced cloud offering for its customers through a private network. With Five9 MPLS Agent Connect, Five9 customers are able to avoid potential impacts of internet congestion on call quality and data vulnerability. Five9 MPLS Agent Connect is a private network connection that works by linking Five9 agent stations to Five9 applications using a dedicated network that is separate from the Internet.. Five9 now offers a complete turnkey system that is ordered, installed and supported by Five9, so the contact center can focus on what they do best: creating a great customer experience.

[Full Article]   Jun-24-2014


TeamSupport Has Raises $1.25 Million in Funding to Expand B2B Focused Support Software Business, a provider of customer support software for B2B technology companies, announced they have raised $1.25 million in funding led by leading technology investors from Dallas, New York, Atlanta and Toronto. Founded in 2009 by a team of software industry veterans who understand the unique pain points facing B2B technology support teams, TeamSupport has grown to become one of the industry’s leading customer service software suites, making a name for themselves among industry competitors like Zendesk, Freshdesk and in the rapidly growing market.
[Full Article]   Jun-23-2014


Home Properties Contact Center Answers 4 Millionth Call

Home Properties, Inc. announced that its Contact Center reached a significant milestone by answering its 4 millionth call since beginning operations in November 2001. Home Properties' Contact Center is one of the industry's few in-house, multi-channel support centers for apartment residents and prospective residents. The Contact Center currently serves Home Properties' 119 apartment communities containing over 40,000 apartment units. The Contact Center is open seven days a week, 365 days a year, and is staffed by a team of 21 Home Properties employees who work at the Rochester headquarters. Of those 4 million calls answered since November 2001, the Home Properties Contact Center has processed 1.3 million resident service requests, scheduled almost 95,000 appointments for prospective residents to tour communities, and secured just under 30,000 leases in which the Contact Center took the initial phone call, e-mail, or web chat.

[Full Article]   Jun-03-2014


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