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Promero Announces New Speech Analytics On Demand Program with CallMiner

Promero, Inc., a hosting provider of call center software, announced a new Speech Analytics On Demand program. The new program gives contact centers the ability to maximize call center agent performance and immediately improve business by using Promero’s hosted speech analytics solution that is affordable, scalable and easy to implement. Promero’s Speech Analytics On Demand uses CallMiner’s Eureka platform. The new Speech Analytics On Demand program ensures a low cost of entry allowing companies the ability to prove their business case without making a significant capital investment. Startup costs are very affordable with the ongoing annualized costs beginning at only $20,000.
[Full Article]   Feb-13-2014


Mitel Simplifies How Businesses Connect With Customers in Latest Release of MiContact Center

Mitel(R) unveiled its seventh-generation contact center solution to help businesses simplify how they interact with their customers via popular new contact options. MiContact Center 7.0 includes mobile chat and self-service features as well as outbound capabilities that are designed to boost sales and drive lead generation. In addition to more contact options for customers, MiContact Center now enables quicker and more immersive service by equipping agents with richer customer information collected from across all media channels. Support for mobile supervisors using real-time management applications can further streamline customer service.
[Full Article]   Feb-13-2014


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


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