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Uptivity Releases its Uptivity Discover Suite Version 5.3

Uptivity, a provider of workforce optimization solutions, released a new version of the Uptivity Discover Suite, the company’s workforce optimization solution for contact centers. Enhancements in version 5.3 include a new gamification platform, expanded ad hoc reporting and new customer-driven features. Discover’s gamification platform helps contact center leadership motivate employees to meet performance standards through the use of game-like techniques. The tool allows managers to easily set measurable goals and recognize achievements with points. A convenient dashboard provides agents with a list of their achievements, recent accomplishments and ranking on the “Leaderboard”, as well as list of the available ways they can earn more points.
[Full Article]   Dec-08-2013

 

inContact Adds Speech Analytics to Cloud Contact Center Solution with Analytics-Driven Quality (ADQ) Powered by Verint

inContact, a provider of cloud contact center software and contact center agent optimization tools, announced the addition of proven speech analytics capabilities from Verint® Systems to the company’s award-winning platform. inContact Analytics-Driven Quality (ADQ) offers “voice of the customer” intelligence, enabling contact center leaders to analyze larger amounts of audio call data in more efficient ways, and make more informed decisions on products, services, and processes. Sophisticated speech analytics detects customer emotion through linguistic and acoustic analysis, and proactively alerts supervisors to the most pressing interactions. Targeted monitoring empowers supervisors to prioritize strategic call categories or campaigns, with relevant audio content automatically routed to their inbox for deeper analysis
[Full Article]   Dec-08-2013

 

U.S. Call-Center Space Gets Makeover

Call-center workers often toil in dreary offices, sometimes in dying strip malls or converted warehouses. In the heart of downtown Pittsburgh, though, call-center employees of PNC Financial Services Group Inc. this month moved into luxurious space inside a six-story granite building that once housed Mellon National Bank and later served as a Lord & Taylor department store. The newly renovated Classical building features the original marble columns, with ceilings as high as 32 feet and antique bronze chandeliers updated with LED lighting. Some other employers also are giving call-center workers more pleasant quarters. At an eBay Inc. call center in Draper, Utah, the company has provided two basketball courts, indoor bicycle storage and a massage-therapy room, among other amenities. Zappos, an online shoe and clothing retailer owned by Amazon.com Inc., houses call-center workers in its new downtown Las Vegas headquarters, where they get the same types of desks and chairs as executives and have access to a rooftop deck.
[Full Article]   Dec-01-2013

 

Genesys Announces New Offerings to Unleash The Power of Great Customer Experience

Genesys, a provider of customer experience and contact center solutions, announced three new contact center editions—Premier Edition for small to mid-sized contact centers, Business Edition for mid-sized contact centers, and Enterprise Edition for large contact centers. These comprehensive offerings integrate technologies and expertise from the companies that Genesys recently acquired: Angel, Utopy and SoundBite Communications. Complementing these offers are new capabilities from Genesys for call recording, screen capture, and intuitive analytics. The intuitive analytics, called Pulse, are visual dashboards and interactive reports that provide real-time monitoring of contact center operations and performance.
[Full Article]   Dec-01-2013

 

NICE Solutions Selected by PT Bank Permata Tbk

NICE Systems announced that PT Bank Permata Tbk (PermataBank), a private bank in Indonesia, is expanding its implementation of NICE solutions in its contact centers. The bank will use NICE’s Service-to-Sales, Workforce Optimization, and PCI Compliance solutions to help address changing customer and business demands while lowering costs. By implementing NICE Service-to-Sales, PermataBank will be able to identify and act on sales opportunities that arise during customer interactions. The solution identifies customer calls that are relevant for sales opportunities and guides agents through the entire sales process in real time – from offer presentation to order fulfillment – helping them increase up-sell and cross-sell conversion rates and improve sales effectiveness. By making the right offer at the right time, the bank should be able to enhance its customers’ experience and increase its revenues.
[Full Article]   Nov-17-2013

 

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