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Verint Workforce Optimization Solution Now Available on Multiple Mobile Platforms

Verint® Systems Inc. announced that its Verint Mobile Workforce Optimization (WFO) solution is now available on multiple mobile platforms, including Google Android and Apple iOS. As a native mobile application for Android and iOS-based devices, Verint Mobile WFO™ (Workforce Optimization) enables frontline employees and managers to enjoy the benefits of WFO while being mobile, engage and deliver on-demand intelligence on-the-go, and swiftly respond and take action from the convenience of their own mobile devices.
[Full Article]   Aug-12-2014


Large Retail Chains Selects ClickSoftware's Cloud Solution for Workforce Optimization and Capacity Planning

ClickSoftware Technologies Ltd., a provider of mobile workforce management solutions for the service industry, announced that one of the world's largest retail chains has selected ClickSoftware's cloud-based solutions for capacity planning and scheduling for its in-store workforce

[Full Article]   Aug-05-2014


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


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