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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

 

Salesforce.com Launches Salesforce Identity

Salesforce.com, 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

 

John Moore Services Deploys Vertical Solutions' Technology

Vertical Solutions, Inc. (VSI) announced that Houston, TX-based home services company John Moore Services (JMS) has achieved significant business benefits from deploying VSI's VServiceManagement™ software technology. JMS has automated its call center, dispatch, and field service operations with VServiceManagement, increasing productivity by streamlining field force management and improving call-intake processes, while boosting profitability by enabling multi-tiered estimates and onsite credit-card processing and signature capture. In deploying VServiceManagement (VSM), JMS takes advantage of VSM's web-based platform that encompasses a powerful workflow engine enabling JMS to manage its business rules and processes. JMS has implemented VSM's mobile solution that simplifies and streamlines all tasks for field technicians by offering automated quoting estimates, drag-and-drop visual work order tasks, 'help' wizards, and customer signature capture.
[Full Article]   Oct-13-2013

 

Genesys To Acquire Echopass

Genesys, a provider of customer engagement and contact center solutions, announced that it has reached a definitive agreement to acquire Echopass Corporation based in Pleasanton, CA. Echopass brings over a decade of expertise delivering the Genesys platform in the cloud. Earlier this year, Genesys launched a new, comprehensive portfolio of cloud solutions for contact centers and customer engagement. Genesys cloud solutions for small and mid-sized organizations are designed for simplicity and rapid deployment, while contact center solutions for Enterprises are highly scalable and customized.
[Full Article]   Oct-13-2013

 

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