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ASC Launches Workforce Optimization Suite neo 3.0

ASC, a software company with innovative solutions to record, analyze and evaluate communications, announced the release of its neo 3.0 Workforce Optimization (WFO) Suite, comprising quality and performance management, communications recording, speech and desktop analytics, eLearning/coaching, customer feedback and workforce management. ASC’s WFO solution is available in a multi-tenanted Cloud-based offering and provides cost savings, low entry barriers, fast and easy deployment and a permanent technology refresh.
[Full Article]   Mar-10-2014


Mitel Acquires Contact Center Call Recording Supplier OAISYS

Mitel announced the acquisition of contact center supplier OAISYS, a developer of integrated call recording and quality management solutions. Consistent with Mitel's strategy to rapidly expand the company's presence in the contact center space, the acquisition of OAISYS further strengthens Mitel's position in this growing market. Financial terms of the transaction were not disclosed. The OAISYS acquisition coincides with the rapid emergence of customer-facing contact center applications as a key buying consideration for many organizations. The contact center call recording and quality management solutions offered by OAISYS enable data to be converted into actionable business intelligence that is increasingly a valuable asset for organizations of all sizes.
[Full Article]   Mar-05-2014


Nationstar Mortgage Selects Fonolo's Call-Back Solution

Fonolo, a provider of cloud-based call-back solutions, continues to grow its portfolio of partnerships with the addition of Nationstar Mortgage. By adding Fonolo's solution to its call center, Nationstar now offers its customers the option to receive a call-back from the next agent, rather than waiting on hold. Being put on hold is a top call center complaint. According to Forrester, 75% of consumers find the option of a call-back as "highly appealing". Replacing hold time with a call-back is an easy way to improve customer satisfaction, as well as lower cost-per-call.
[Full Article]   Mar-04-2014 Launches Entirely New-and-Improved Customer-Centered Technology

Taking the philosophy of customer-centered support one step further, TeamSupport has just launched an all-new, enhanced technology that will allow customer support teams to more deeply understand their customers as a whole, not only just tickets. Now, customer support agents can view all tickets and support requests coming from the same company to better identify trends and issues on a company-by-company basis. Customer support agents now will also have the ability to search tickets by Companies and by Contacts. The new technology shows which tickets are still open or closed—by Company or by individual Contact—along with those that have notes or files attached requiring follow-up.
[Full Article]   Feb-28-2014


NICE Working with Western Union to Improve the Customer Experience

NICE Systems announced that the Western Union Company is rolling out its Customer Interaction Management solutions to leverage customer insights and deliver an enhanced experience across the company's global Customer Care Centers. Western Union, a leader in global payment services, selected NICE's analytics-based solutions as part of a new technology initiative to bolster its customer-centric service model. In 2013, Western Union received more than 50 million inbound contacts to its Customer Care Centers. By implementing the NICE solutions, Western Union will be able to analyze, learn from, and act upon these interactions to help improve its ability to resolve customer service requests upon first contact across multiple touch points, including retail Agent locations, online and mobile application transaction service requests, and the company's international customer service phone line.
[Full Article]   Feb-26-2014


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