|
|
Altitude Software and Virtual CSR Partner
|
Altitude Software, a global contact center solutions vendor, and Virtual CSR, a provider of automation and integration technologies for contact centers, announced a partnership to bring to the US market innovative solutions that optimize and improve the effectiveness of customer interactions. The partnership enables Virtual CSR to integrate Altitude Software applications in order to deliver comprehensive solutions that are the result of collaborative client engagement methodologies, next generation technologies and superior technical expertise. The Altitude uCI customer interaction management solutions support a wide range of functionality, including IVR, skills-based and intelligent routing, multimedia queuing for email and web chat, integrated screen pop with agent scripting, and predictive dialing.
|
|
[Full Article]
Jan-29-2012 |
Attivio IT Knowledge Expert Solution Improves Support Staff Service Performance
|
Attivio, creator of the Active Intelligence Engine (AIE), a unified information access platform, introduces IT Knowledge Expert -- a single, aggregated and fully connected view into all relevant support information. IT Knowledge Expert presents all unstructured content and structured data in one dashboard to resolve IT incidents faster, reduce cost-per-ticket, number of tickets and service level agreement (SLA) penalties and ease the burdens of high employee turnover that plague the IT support industry.
|
|
[Full Article]
Jan-29-2012 |
TeamSupport.com Adds Screen Recording Feature
|
TeamSupport.com, a provider of web-based customer support and help desk software solutions, announced the release of a powerful new screen capture capability. It gives users the ability to record audio and video of a discrepancy and embed it in tickets submitted to a TeamSupport-enabled customer portal. Available to users of both TeamSupport's basic and advanced ticket submission portals, the option offers an "Add Screen Recording" button below the description box when filling-out a new support request. Users can add audio, such as a detailed narrative, to their recorded video. The combination of visual and verbal input gives Help Desk staff a compellingly clear understanding of any issue.
|
|
[Full Article]
Jan-29-2012 |
Intelliverse Introduces Cloud Communications Solutions for Contact Centers
|
Intelliverse, a cloud-based communications provider for enterprises, announced its hosted solution for contact centers. Intelliverse's platform integrates Interactive Voice Response (IVR), Automated Call Distribution (ACD) and IP Telephony applications into one solution, eliminating the need for multiple vendors. A cloud-based platform allows contact center agents to operate in any office in any part of the world and reduces capital expenditures as well as IT and maintenance costs. Intelliverse's solution enables companies of all sizes to offer enterprise-class customer service without the costs of an on-site solution.
|
|
[Full Article]
Jan-22-2012 |
Enkata Utilizes Big Data Technology to Support Rich Analyses of Customer Experience Data
|
Enkata, a provider of customer experience analytics and workforce optimization solutions, announced the first in a series of applications of big data technology that supports the delivery of Enkata’s full suite of solutions for contact centers and back office operations. Enkata customers can access and analyze a growing amount of customer and employee transaction data coming from transaction logs, speech recognition, web usage, and agent desktop activity. Enkata’s cloud-based, closed-loop performance management solutions correlate structured and unstructured data to uncover failure points and drive actionable steps to improve agent and operational performance.
|
|
[Full Article]
Jan-22-2012 |
|
|