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TeamSupport.com 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

 

Good Technology to Acquire BoxTone

Good Technology, the leader in secure mobility, today announced it has signed a definitive agreement to acquire BoxTone, a privately held company based in Columbia, Maryland that is the innovator of mobile service management. Terms of the deal were not disclosed. The BoxTone mobility management platform, which powers wide-scale, mission critical enterprise mobility, will be integrated into Good’s portfolio to deliver a comprehensive end-to-end secure mobility solution. The combination of BoxTone and Good will provide organizations with the ability to deliver the mobile experience end users demand, the security and control IT needs and the reliability that businesses require.
[Full Article]   Feb-26-2014

 

BMC Software Delivers ‘The New IT’ With Three Pioneering Products

BMC Software has introduced an array of product innovations that, for the first time in the history of IT, take full advantage of advancements in user experience and crowdsourcing to give employees complete control of their IT experience via an elegant and intuitive mobile interface. The new products — BMC MyIT 2.0, BMC AppZone 2.0 and BMC Remedyforce Winter ’14 — showcase the company’s commitment to using mobile, social, and cloud technologies. BMC believes these technologies, along with automated and industrialized IT service delivery, are the defining characteristics of the new IT. MyIT 2.0 gives employees the power to quickly solve routine technical problems, eliminate frustrating forms, crowdsource answers and information, and visually navigate resources in any organization. AppZone offers fast and easy central access to approved business apps – whether cloud, mobile, custom or desktop. Remedyforce helps enterprises deliver a range of services, from a simple helpdesk to transformational digital business services using a fresh, Google-like, mobile-user experience.
[Full Article]   Feb-19-2014

 

MedTel Services Releases Workforce Optimization Suite Voice Recording Solution

MedTel Services announced the latest addition to its line of products: the Workforce Optimization Suite. This voice recording solution provides organizations with a wide range of tools to manage multi-media communications. It joins MedTel's already extensive catalog of office phone systems, contact center technology, and similar equipment. As a highly flexible voice recording solution, MedTel's Workforce Optimization Suite enables the recording of multi-media interactions, such as email and chat, across mobile and fixed devices from an unrestricted number of locations. This procedure can be carried out over a variety of network configurations, including VoIP, TDM, and hybrid telephony.
[Full Article]   Feb-18-2014

 

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