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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


8x8 Partners with Teleopti to Deliver 100% Cloud-Based Virtual Contact Center and Integrated Workforce Management Solution

8x8, Inc., a provider of cloud-based unified communications, contact center and collaboration solutions, announced it has partnered with Teleopti, a provider of Workforce Management (WFM) software for contact centers, to deliver the first 100% cloud-based, best of breed Virtual Contact Center and Workforce Management solution. 8x8 and Teleopti have tightly integrated their solutions to provide a new service that uses 8x8 Virtual Contact Centerís call history data to drive Teleoptiís staffing models, enabling call centers to quickly design a schedule that optimizes their staffing resources. Once the system is in use, up to the minute statistics from 8x8 are fed to Teleopti, giving contact managers unprecedented flexibility to ensure they are running at top efficiency.
[Full Article]   Mar-18-2014


New Avaya Contact Center Solutions Help Companies Master the Omni-channel Customer Experience

Avaya announced new and enhanced Customer Experience Management solutions to help businesses eliminate the fragmented, high-effort service that jeopardizes customer loyalty and revenue growth. Avaya Customer Experience Management (CEM) solutions help deliver that holistic, proactive experience by enabling companies to centralize and orchestrate all mobile, web and contact center interactions that occur throughout a customer care cycle. Companies can now easily design and manage interactive proactive outreach and self-service applications over SMS and email along with existing mobile, phone, video, and other touch points from a single platform.
[Full Article]   Mar-11-2014


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