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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


Uptivity and TASKE Technology, Inc. to Provide an Integrated Workforce Optimization Solution for Contact Centers

Uptivity, a provider of workforce optimization (WFO) solutions, announced it has partnered with TASKE Technology, Inc., a Canadian provider of contact center software solutions. The TASKE solution optimizes customer interactions, minimize customer frustration, and enables innovation that increases operating efficiency. Integrating the Clarity by Uptivity workforce management system with TASKE Contact delivers new forecasting and scheduling capabilities at significantly lower total cost compared to competing offerings.
[Full Article]   Apr-27-2014


Blue Cross and Blue Shield of Kansas City Selects IntelliResponse Virtual Agent Technology

IntelliResponse, a provider virtual agent technology solutions for the enterprise, announced that Blue Cross and Blue Shield of Kansas City (Blue KC) has implemented the IntelliResponse Virtual Agent technology platform. The solution adds powerful, feature-rich, enterprise digital self-service and knowledge management capabilities to Blue KC, empowering its members to perform online tasks, ask natural language questions, and receive immediate answers to their questions. Blue KC serves nearly a million people in the Kansas City area, and the organization expected an influx of questions as a result of the Affordable Care Act. With a website redesign already in the works, Blue KC wanted to offer an improved and more engaging online experience for its members to meet the needs of members using this channel.
[Full Article]   Mar-19-2014


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