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Is New Kindle The Future Of Contact Centers?

When it announced the new version of the Kindle, the Kindle Fire HDX, Amazon.com Inc. made sure everyone knew it was a full-featured tablet available in 7-inch or 8.9-inch versions, not just an e-reader. But what caught the attention of much of the punditry on the Web was one new feature, the so-called Mayday button. As described in the piles of information about the new Kindle tablets on Amazon's purchase page, the Mayday button is a one-click customer service button that will put you into live video contact with a service person, any time, 24 hours a day. The service person can help walk you through whatever issues you have with the device. Amazon claims the goal for a response time is 15 seconds or less. The service is free. Some argue that Kindle Fire HDX is our first glimpse of the 24-7 customer service world to come.
[Full Article]   Oct-06-2013

 

LANDesk Enhances Mobile Task Worker Efficiency and Productivity with the Wavelink Mobile Enterprise Productivity Suite

LANDesk Software introduced its Wavelink Mobile Enterprise Productivity Suite. As enterprises become increasingly mobile, operations and IT are searching for strategic ways to ensure mobility tools optimize productivity and efficiency for workers. The Mobile Enterprise Productivity Suite enables the enterprise to unify the mobile environment where the applications, processes and the mobile devices running them, as well as any associated infrastructure, can be strategically and centrally managed and deployed. The Mobile Enterprise Productivity Suite is an integrated, long-term solution for enterprises that need to support a wide variety of mobile technologies that have traditionally been treated as independent components.
[Full Article]   Sep-29-2013

 

Oracle Delivers Enhancements to Industry’s Most Complete Cloud-Enabled Customer Experience

Oracle announced it has delivered updates to the entire Oracle CX portfolio that are available immediately to customers in the Oracle Cloud. With deeper social integrations, extended mobility and user interface enhancements, the new and updated functionality across Oracle CX helps drive down the total cost of ownership for Oracle customers and supports key integrations across a comprehensive portfolio of user-friendly, cloud-based solutions. Infused with best-of-class social capabilities and built around best-in-class sales, marketing, commerce, service and industry solutions, the Oracle CX portfolio helps customers definitively differentiate themselves across all channels, touch points and interactions.
[Full Article]   Sep-29-2013

 

Ostrato Unifies and Simplifies the Enterprise Cloud Experience with its Cloud Service Manager

Ostrato, a provider of scalable and easy-to-use cloud service management solutions, announced the release of its cloud service manager, cloudSM, enabling enterprises to simplify and accelerate the adoption of diverse cloud environments. Ostrato cloudSM federates multiple cloud services within a single integrated platform, giving end users on-demand cloud access and IT centralized management of their cloud environments. The cloud service manager has connections to over 35 leading cloud computing service providers including AWS, Microsoft and OpenStack, allowing IT organizations to place internal private cloud services side-by-side with those of public providers and enabling enterprise users to choose what best meets their requirements.
[Full Article]   Sep-29-2013

 

CallCopy Rebrands as "Uptivity" to Reflect Evolution of the Company

CallCopy, a provider of workforce optimization solutions, has announced that the company has been renamed "Uptivity." Continuing under the same ownership and leadership, Uptivity will continue to provide the high standard of service, support and innovation that CallCopy customers have come to expect. CallCopy has evolved from its roots in call recording to providing a unified workforce optimization platform for maximizing the quality and efficiency of contact center operations. Company leadership felt that the name "CallCopy" needed updating to keep pace with this evolution in the company's solutions and value proposition.
[Full Article]   Sep-22-2013

 

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