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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

 

Avaya Accelerates Collaborative Cloud and Contact Center Portfolios with Acquisition of ITNavigator

Avaya announced it has acquired ITNavigator, a leader in cloud, social media, reporting and management solutions. The acquisition will bolster Avaya's Contact Center solutions for interaction, experience and performance management as well as expand its Collaborative Cloud portfolio with cloud-based social media, end-to-end management and unified reporting. The solutions support heterogeneous and hybrid Cloud environments as well as premises-based deployments.
[Full Article]   Oct-06-2013

 

Calabrio Raises the Bar for Usability in Workforce Optimization

Calabrio, Inc., a provider of contact center workforce optimization and analytics software, announced it has enhanced its Calabrio ONE® Workforce Optimization Suite to advance ease-of-use, broaden integrations and provide more capabilities to simplify customer interaction analysis for multi-channel contact centers. A significant list of enhancements includes text analytics, streamlined multi-channel capabilities, more standard third-party system integrations, advanced mobility features and a revolutionary redesign of workforce management forecasting and scheduling – all focused on enabling contact centers to accomplish more with less effort.
[Full Article]   Oct-06-2013

 

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