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net.America Deploys Interactive Intelligence Cloud Solution for Contact Centers

The net.America Corp., which provides professional services to the federal government, has deployed a cloud-based contact center solution from Interactive Intelligence Group Inc. (ININ), a global provider of software and services designed to improve the customer experience. As a result of deploying the Interactive Intelligence CaaS solution, net.America has increased agent productivity, improved customer service, and reduced costs. Interactive Intelligence CaaS has also helped net.America make use of work-at-home agents as part of its disaster preparedness plan.
[Full Article]   Nov-03-2013

 

Five9 Acquires SoCoCare

Five9, a provider of cloud contact center software, has acquired SoCoCare, a best-in-class social engagement and mobile customer care solution. The combination of Five9 and SoCoCare brings the rapidly growing social and mobile channel to the contact center, enabling organizations to treat requests for customer service or support from social and mobile similarly to incoming phone calls. SoCoCare combines rich social feeds (from blogs to articles and social network posts) with the ability to reply and direct-message authors all on one, unified platform.
[Full Article]   Nov-03-2013

 

HP Autonomy Powers Up the Contact Center with Release of HP Qfiniti 10

HP Autonomy announced HP Qfiniti 10, the newest version of its contact center management solution, which offers expanded integration with the HP Intelligent Data Operating Layer (IDOL), and features two new modules designed to help companies increase productivity and revenue in the contact center. HP Qfiniti addresses needs across the entire contact center by providing real-time multichannel analytics within a unified workforce optimization solution that uses highly integrated modular components. This offers businesses a flexible solution to meet their needs without driving up their costs.
[Full Article]   Oct-27-2013

 

Interactive Intelligence Releases Interaction Supervisor iPad Edition

Interactive Intelligence Group Inc., a provider of software and services designed to improve the customer experience, has released its mobile Interaction Supervisor iPad Edition application. The application runs on an iPad or iPad mini giving contact center supervisors and managers greater mobility for improved quality assurance. Interaction Supervisor iPad Edition™ offers mid-size to large contact centers the following: configurable dashboard that gives supervisors untethered wireless access to real-time speech analytics scores and statistics, as well as service levels by workgroup, queue, agent and interval; real-time alerts that notify supervisors when pre-determined performance thresholds have been exceeded, such as average hold time; and agent locator display that shows supervisors where agents sit, agent status (e.g. "At Lunch," "In a Training Session," etc.), agent photos, and agent skill-sets.
[Full Article]   Oct-27-2013

 

WFMSG Debuts New Release of Workforce Management Software

The Workforce Management Software Group, Inc., (WFMSG) the developer and provider of the Community workforce management solution, announced that the release of Community 4.0. Community 4.0 includes a multitude of new innovative features focused on eliminating the mundane workforce administrative tasks and streamlining user interaction with both the solution and scheduled agents. Community does all of this via a new tablet friendly user interface.
[Full Article]   Oct-20-2013

 

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