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8x8 Launches Enhanced Cloud Contact Center Solution

8x8, Inc., a provider of cloud communications and collaboration solutions, announced the completion of a significant upgrade to its Virtual Contact Center (VCC) cloud-based call center software offering, designed to improve an organization's customer relations, enhance the management and productivity of their call center agents and guarantee the security of the call center environment.8x8's VCC service is available as a single point solution or as an integrated component of 8x8's Virtual Office cloud-based telephony and unified communications solutions.
[Full Article]   Feb-05-2014

 

Five9 Powers NexRep Contact Center

Call center specialist NexRep is using Five9, a provider of cloud contact center software, to enable and optimize at-home agents. NexRep is a call center specializing in direct sales, marketing, and customer service campaigns for a wide range of product and service providers. Unlike conventional call centers, NexRep recruits, contracts, and certifies sales agents who work 100 percent from home. With approximately 500 agents located in 35+ US states, NexRep handles hundreds of thousands of calls every week. With the help of Five9, NexRep has been able to drive continual growth during the past eight years with their at-home agent business model.
[Full Article]   Feb-04-2014

 

LiveOps Acquires UserEvents to Bring Real-Time, Contextual Routing to the Cloud Contact Center

LiveOps, Inc., a provider of cloud contact center and customer service solutions, announced that it has acquired UserEvents, Inc. and its flagship product CxEngage, a contextual routing engine that can aggregate and process events on any social, web, mobile or voice channel in real time. This follows LiveOps’ announcement of $30 million in debt funding, as well as the formation of two separate LiveOps corporate entities. The two entities will focus on LiveOps' growth in cloud contact center software and on-demand agent services. With this acquisition, LiveOps further advances its Cloud Platform by creating a powerful customer experience management platform that delivers smart, dynamic and personalized customer service solutions to brands of all sizes. The addition of contextual routing provides unprecedented real-time insights into each customer’s buying and service intentions, while smart routing techniques guide true, cross-channel interactions that help both brands and consumers reach their desired outcome.
[Full Article]   Jan-27-2014

 

World Class Entertainment Company Selects inContact’s Cloud Solution to Optimize Contact Center Operations

inContact, a provider of cloud contact center software and contact center agent optimization tools, announced that a leading entertainment company has selected inContact to replace a premise system with a full multichannel contact center supporting over 250 agents. To handle peak season call volumes, the company will have a flexible solution to manage sophisticated contact routing in a multichannel environment. The inContact cloud contact center platform will provide state-of-the-art ACD (Automatic Call Distribution) and IVR (Interactive Voice Response) features including the cloud universal queue that intelligently routes voice, email, chat, social and other work items. The inContact Workforce Optimization Suite (WFO) provides quality monitoring, call recording, scorecards, workforce management and more with many interoperable components.
[Full Article]   Jan-27-2014

 

Jabra Unveils New Headset Purpose-Built for the Next-Generation Contact Center Professional

Jabra, a manufacturer of innovative audio solutions, announced the answer to the contact center of tomorrow – the Jabra BIZTM 2300. Completely rethinking the role of the headset in the contact center, Jabra is launching the Jabra BIZ 2300 as a direct response to address the needs of the evolving contact center landscape. With up to 50 percent better noise cancellation and a 20 percent lighter form factor compared to competitors, Kevlar® cords and a virtually unbreakable boom arm for durability, the Jabra BIZ 2300 comes out on top with all key call center headset parameters.
[Full Article]   Jan-23-2014

 

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