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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

 

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

 

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