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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


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


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