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Facebook Selects Salesforce.com
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Salesforce.com, an enterprise cloud computing company, announced that Facebook has selected Salesforce CRM to manage its fast-growing sales operations. Facebook evaluated the pros and cons of enhancing its own system or selecting a cloud computing CRM system and went with the Sales Cloud 2 for the inherent benefits of cloud computing, particularly its quick implementation time and the ability to scale along with the company's rapid growth.
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[Full Article]
Jul-25-2010 |
ShoreTel Contact Center 6 Enables Call Centers to Streamline Business Processes Through Open Interfaces
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ShoreTel, a provider of IP phone systems with fully integrated unified communications (UC), released ShoreTel Contact Center 6, the latest version of its call center software. ShoreTel Contact Center 6 makes it easier than ever for organizations to integrate contact center activities with existing core business processes. New real time APIs and event feeds transform the call center into a dynamic contact center that feeds off the information to self adjust, react and reorganize to enhance the customer experience. This helps call centers improve responsiveness and improve flexibility. Increased scalability and high availability features also provide a robust foundation and flexible geographic footprint for large call centers.
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[Full Article]
Jul-25-2010 |
Avaya Launches Next-Generation Customer Service and Collaboration Applications
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Avaya, a provider of enterprise communications systems, software and services, announced a suite of new and enhanced product innovations and services based on Avaya Aura that redefine the economics and effectiveness of real-time, multi-media enterprise communications. New and enhanced capabilities in Avaya's suite of Contact Center (CC) and Unified Communications (UC) applications drive improvement in the quality of customer service and employee collaboration for mid- to large-sized businesses while lowering the total cost of ownership. In addition, Avaya Aura 6.0 now features increased security, scalability and flexibility, plus common management and expanded use of virtualization across the entire platform.
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[Full Article]
Jul-25-2010 |
Carenet Selects Communications-as-a-Service from Interactive Intelligence
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Carenet, a health care services company, has selected the Interactive Intelligence communications-as-a-service (CaaS) offering. Carenet will use the Interactive Intelligence CaaS offering to support more than 250 employees located at its corporate office in San Antonio, in addition to remote clinical staff located throughout the United States. Carenet plans to deploy the following Interactive Intelligence hosted functionality: desktop call control, presence management, interactive voice response, multichannel routing and queuing, workforce management, automated notifications, and automated post-call satisfaction surveys.
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[Full Article]
Jul-25-2010 |
Hayneedle Finds a Path to More Sales with Call-Routing Technology
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Online retailer Hayneedle.com is turning to technology to boost revenue from its contact center operations. The retailer, which operates 220 specialized e-commerce sites, such as Cribs.com and Hammocks.com, implemented in September a new system that helps it route phones calls to the sales associate best suited to handle each call. As of June, sales through its contact center are up 38% over the same time last year. The system, from Avaya Inc., enables Hayneedle to route calls to the most knowledgeable and best-performing agent in the office. It also can route calls first to the reps that generate the highest sales -- in general, or for a particular category -- if they are free.
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[Full Article]
Jul-18-2010 |
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