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Glasgow Housing Association Chooses Assyst For ITSM Tool
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Axios Systems, an independent provider of IT Service Management solutions, announced its successful bid to implement its enterprise class assyst ITSM software at Glasgow Housing Association (GHA), a not-for-profit housing association and registered social landlord. GHA decided to replace its existing service management tool with a solution that changed a reactive department to a proactive support framework. They planned to do this by introducing the ITIL framework and needed a tool to support all ITIL disciplines as well as improve quality, increase efficiency and streamline costs.
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[Full Article]
Aug-01-2010 |
Nexidia Enhances Contact Center Product Portfolio
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Nexidia, a provider of audio search and speech analytics solutions, announced a series of enhancements to its Enterprise Speech Intelligence (ESI) Product Suite to provide more options for contact centers to implement the capabilities that will have the most impact for their organizations. These changes are in response to the maturation of the market for speech analytics and a better understanding of the different need sets that have evolved. Nexidia is taking this step to make it easier for customers to apply speech analytics across all areas of traditional contact center workforce optimization, including quality, performance management and business process improvement.
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[Full Article]
Aug-01-2010 |
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 |
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