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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

 

Infratel Launches MightyCall React

Infratel, a global provider of contact center solutions for small and mid-size businesses, announced the launch of MightyCall React and the companion product, MightyCall React Mobile for iOS. The two products make up a comprehensive solution enabling small business teams to work together more efficiently to receive, review and respond to customer requests from anywhere. MightyCall React enables the small business to support a variety of technology forward communication channels that their customers want to use, while enabling the small business to handle these requests without the need for dedicated phone agents.
[Full Article]   Jan-16-2014

 

Aspect Software Bolsters Own Customer Service and Support with Announcement of ServiceCloud Deployment

Aspect Software, a provider of fully-integrated customer interaction management, workforce optimization, and back-office solutions, announced that it has entered into an agreement to deploy Salesforce’s ServiceCloud, a cloud-based customer knowledge delivery technology in order to bolster its customer service and support. Striving to implement best-in-class processes and technologies, ServiceCloud will aid in Aspect’s customer support and knowledge management functions. The phased deployment will include collaboration with Aspect partners and the Aspect Software Users Group (ASUGA) to create an interaction portal that provides greater functionality and easier access to knowledge, documentation, and software updates.
[Full Article]   Jan-15-2014

 

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