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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

 

Envision Releases Unique Cloud-Based Software That Eliminates Costly Startup Fees, Deploys in Under an Hour

Envision with more than 20 years of innovation and experience in the contact center workforce optimization market, has introduced Click2Coach Cloud, a cloud-based, downloadable application that delivers enterprise-class functionality to contact centers of any size in under an hour, which eliminates the $50-$100,000 startup costs that often prevents adoption. Click2Coach Cloud is a complete recording, evaluation, coaching and agent analytics application that enables contact centers to capture phone, CTI, application workflow and desktop data.
[Full Article]   Jan-23-2014

 

IBM Commits $1.2 Billion to Expand Global Cloud Footprint

IBM announced plans to commit over $1.2 billion to significantly expand its global cloud footprint. This investment includes a network of cloud centers designed to bring clients greater flexibility, transparency and control over how they manage their data, run their business and deploy their IT operations locally in the cloud. The new cloud investments IBM is making will provide business clients the ability to place and control their data globally. IBM SoftLayer gives clients the ability to choose a cloud environment and location that best suits their business needs and provides visibility and transparency to where data reside, control of data security and placement.
[Full Article]   Jan-21-2014

 

Genesys Acquires Ventriloquist

Genesys, a provider of customer experience and contact center solutions, announced that it has acquired Ventriloquist Voice Solutions International. The Ventriloquist solution brings additional scale and reach to the Genesys cloud-based proactive communications offerings, which help companies to deliver persona-based, branded customer interactions over voice, SMS, email, and mobile to improve the customer experience. Ventriloquist is an existing partner of Genesys with a substantial installed base of customers in Canada and the U.S.
[Full Article]   Jan-21-2014

 

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