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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


NICE Workforce Management Implemented at Air China

NICE Systems announced it is helping Air China streamline its service operations in order to enhance efficiency across its five contact centers. The leading Chinese airline recently completed implementation of NICE Workforce Management (WFM), including a “packaged scheduling” capability, which enables the company to schedule its agents according to a predefined sequence of shifts spanning multiple days. NICE WFM, part of NICE’s Workforce Optimization suite, offers improved contact center scheduling and increased forecast accuracy. Beyond these core capabilities, packaged scheduling will help the company address agent shortages and ensure that scheduling changes and onsite management are done in the most efficient manner.
[Full Article]   Oct-20-2013 Launches Salesforce Identity, a leading CRM platform, announced the general availability of Salesforce Identity -- delivering identity for the connected world. Salesforce Identity provides integrated identity services to connect every employee, customer and partner to any app, on any device. Built on the Salesforce Platform, Salesforce Identity eliminates complex identity silos -- enabling CIOs to deliver a simple, productive and customized user experience across every web, mobile and on-premise app. Customer companies such as New England Biolabs, Sierra Club and Varsity Brands trust Salesforce Identity to centrally manage the proliferation of apps and devices that are transforming how businesses connect.
[Full Article]   Oct-20-2013


New inView Operations Management Solution for Contact Centers

inContact, a provider of cloud contact center software and contact center agent optimization tools, announced a new stand-alone operations dashboard, inContact inView powered by ClearView. inContact and partner ClearView have entered into a strategic relationship to market inView which helps contact centers reduce costs and gain maximum visibility in order to better manage operations. Highlights of the inView Operations Management solution include: cloud-based performance dashboard pre-integrated with inContact; ability to identify correlations across data sets; integration of KPIs for a unified agent performance score; and customized management, supervisor and agent dashboards.
[Full Article]   Oct-13-2013


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