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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

 

Microsoft Abandons 'Stack Ranking' of Employees

Microsoft Corp. is abandoning major elements of its controversial "stack ranking" employee-review and compensation system, the latest blow against a once-popular management technique. The Redmond, Wash., software company said it would no longer require managers to grade employees against one another and rank them on a scale of one to five. The system—often called "stack" or "forced" ranking—meant a small percentage of Microsoft's 100,000 employees had to be designated as underperformers. Many current and former Microsoft employees complained the system resulted in capricious rankings, power struggles among managers, and unhealthy competition among colleagues. Microsoft said it is dumping the numerical rankings in favor of more frequent and qualitative employee evaluations. The change took effect immediately.
[Full Article]   Nov-17-2013

 

New Data Discovery and Visualization Capabilities Help Business Users Uncover Hidden Patterns via the Cloud

IBM announced three new data discovery and visualization software capabilities that are changing analytics for the masses. The new solutions will help line-of-business employees engage, experience and gain actionable insights from data in a matter of minutes. IBM Labs created software dubbed "Project Neo" to help users better engage with their data. Rather than forcing business users to learn analytics, without any specialized skills or knowledge, they can apply the Project Neo software to raw data sets. The software uses a simple interface, interactive visualizations and advanced analytics to automatically surface hidden insights and patterns and guide the business users to answers deep with in their data, and can be hosted on the cloud.
[Full Article]   Nov-10-2013

 

ManageEngine Launches Mobile Apps for Identity Management, Password Self-Service

ManageEngine, the real-time IT management company, launched two native, iOS-based mobile apps for businesses running the company’s self-service password manager, ADSelfService Plus, and its Active Directory management software, ADManager Plus. The ADSelfService Plus mobile app gives end users secure, 24x7 password self-service and synchronization capabilities while the ADManager Plus mobile app makes Active Directory user management capabilities available to IT administrators. Enterprises that have implemented ADSelfService Plus 5.0 can install the new mobile app on end users’ iPhones, iPads and iPod touches, enabling those users to manage their passwords at any time, from anywhere — without help desk assistance. The mobile app also extends ADSelfService Plus’s password synchronization functionality, allowing end users to synchronize passwords among their various accounts for on-premise IT systems or cloud apps.
[Full Article]   Nov-10-2013

 

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