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Large Global Retailer Selects Interactive Intelligence Customer Engagement Software Suite

A large global retail company has selected Interactive Intelligence Group Inc.'s omnichannel customer engagement software suite, Customer Interaction Center™ (CIC), to support more than 1,000 contact center agents worldwide. These agents collectively manage approximately 14,000 inbound interactions and 225,000 outbound calls per day from both the company's customer care and accounts receivable departments. The deal, valued at more than $12.5 million, was closed by Interactive Intelligence channel partner, Automated Voice & Data Solutions (AVDS), a leading communications solutions provider based in Houston, Texas.

[Full Article]   Aug-05-2016


Aspect Software Announces Workforce Chatbot, Aspect Mila

Aspect Software, a provider of fully-integrated consumer engagement, workforce optimization, and back-office solutions on premises and in the cloud, announced Aspect® Mila™, a new interactive assistant that redefines how contact center supervisors and agents interact with workforce applications and each other. Aspect Mila is an integration of Aspect® CXP and Aspect natural language understanding (NLU) technologies. When used with components of the Aspect EQ™ Workforce Optimization™ (WFO) suite, it allows supervisors to better manage staffing requirements and empowers agents to take control of their schedules from anywhere using their mobile devices, without direct access to the WFO desktop applications.
[Full Article]   May-17-2016


Numerify expands Analytic Applications Suite to help IT leaders

Numerify, a cloud-based analytics company focused on business insights for IT leaders, announced the release of several new applications to expand its offerings. In addition to Numerify's existing data intelligence capabilities for service management, the suite of applications now provides analytics for project portfolio, IT operations, contact center, incident security response, customer service, HR, and enterprise service to offer IT leaders an unparalleled view of their organization.
[Full Article]   May-17-2016


LiveOps Cloud Debuts All New Enterprise Class Contact Center as a Service

LiveOps Cloud has developed a completely new Contact Center as a Service (CCaaS) platform, CxEngage, that offers the reliability and scalability global organizations need to deliver exceptional customer service experiences anywhere. Built from the ground up, CxEngage delivers an open framework for unmatched integration with standard APIs for greater flexibility and visibility at every level of the organization. CxEngage acts as a single pane of glass from which agents can make more informed customer service decisions and integrates with a broad set of applications such as customer relationship management (CRM), workforce management (WFM), and business intelligence (BI) to perpetually improve service delivery.

[Full Article]   Mar-09-2016


BroadSoft Buys Transera to Bolster Cloud Contact Center Offerings

BroadSoft has just announced that they have purchased the Cloud Contact Center pioneer Transera. BroadSoft operates its own Unified Communications as a Service (UCaaS) product, however, with the purchase of Transera, BroadSoft can now offer rich call center features out of the box. Gartner recently designated Transera as a “Visionary” in Gartner 2015 Magic Quadrant in the Contact Center as a Service category. Contact center software currently represents a $3.3B opportunity.
[Full Article]   Mar-05-2016


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