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NTT Communications Selects Genesys Customer Experience Platform

Genesys announced that the company has recently entered into a partnership agreement with NTT Communications Corporation to deploy the Genesys Customer Experience Platform in the Arcstar Contact Center, a cloud-based contact center service that NTT Communications launched on May 2nd, 2014. By integrating the Genesys Platform, NTT Communicationsí Arcstar Contact Center is a robust cloud service that provides highly reliable contact center capabilities with rich functions that can be activated rapidly. The Arcstar Contact Center is based on NTT Communicationsí Enterprise Cloud, a cloud service, and Arcstar Universal One, a VPN service, providing enterprises robust security and highly reliable services that can be monitored 24 hours a day, 365 days a year.

[Full Article]   May-16-2014

 

Hyatt Selects Unify for Global Reservations and Customer Support Centers

Hyatt has selected Unify, formerly known as Siemens Enterprise Communications, and systems integrator Arrow S3, a division of Arrow Electronics Inc., to deliver a world-class contact center solution intended to enable Hyatt to improve responsiveness, streamline internal processes, and help its agents embrace a new way to work that is more flexible through improved analytics and multi-media capabilities. Arrow S3 partnered with Unify to deploy OpenScape Contact Center and to provide ongoing maintenance. OpenScape Contact Center will be deployed to 750 agents in three locations in the United States.
[Full Article]   May-11-2014

 

8x8 and KnoahSoft Partner to Deliver Out-of-the-Box, Cloud-Based Contact Center Quality Management Solution

8x8, Inc., a provider of cloud contact center, unified communications and collaboration solutions, and KnoahSoft, a workforce optimization (WFO) solutions provider, announced a partnership to deliver a bundled, cloud-based contact center solution. The new offering combines KnoahSoft's enterprise-level interaction recording, quality management, coaching, learning, and analytics functionality with 8x8's market leading multi-channel customer interaction management capabilities to help users better optimize call center staff performance.
[Full Article]   May-11-2014

 

Avaya "Right-sizes" Contact Center Solutions for Midsize Businesses

Avaya announced Avaya Contact Center Select, the latest addition to its customer experience management solutions for midsized businesses. Avaya Contact Center Select offers sophisticated, multichannel contact center capabilities with the simplicity needed by a midsize organization.
Midsize companies are often challenged to provide multichannel customer care with technologies typically built for larger enterprises. Avaya fills the gap in purpose-built midmarket communications and collaboration solutions to enable both mid and large enterprises to equally address the needs of their most strategic assets: their customers.

[Full Article]   Apr-30-2014

 

Enghouse Interactive Releases Version 9.0 of its Enterprise Contact Center

Enghouse Interactive, a provider of unified communications and contact center solutions, announced the release of version 9.0 of its flagship Enghouse Contact Center: Enterprise product or CCE (formerly Syntellect CIM). CCE is a highly scalable multi-channel contact center solution for mid and large size enterprises and can be deployed on premise or in private and hybrid Cloud configurations. CCE 9.0 introduces a new agent application for back office workers who interact directly with customers and a lightweight user interface mode for lower compute- resource footprint. This latest version also delivers new features and enhancements to iAgent, a browser based agent workspace optimized with a toolbar mode and also includes support for more 3rd party integrations. Additional features include smart deployment processes to lower the cost of operations and enhanced analytics for greater business insight.

[Full Article]   Apr-29-2014

 

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