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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 |
SoundBite Communications Enhances Customer Contact Strategies with Hosted Predictive Dialing
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SoundBite Communications, Inc., a provider of on-demand, multi-channel proactive customer communications, announced that it is has added predictive dialing functionality to enhance its outbound voice capabilities on the SoundBite Engage platform. Predictive dialers are widely used in contact centers to automatically place calls to large lists of telephone numbers and directly connect reached parties to available agents. SoundBite’s hosted predictive offering can supplement or substitute traditional, on-premise dialers and provides an effective option for managing capacity while eliminating the need to make additional infrastructure investments.
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[Full Article]
Jul-18-2010 |
Enkata Announces Customer Segment Analytics
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Enkata, a provider of analytics-powered performance management software, launched Customer Segment Analytics as part of its Enkata Discover 8.0, the latest version of its on-demand contact center analytics solution. Using Customer Segment Analytics, business managers can measure how customers react to marketing campaigns, product/service changes, and self-service strategies in the service channels to quickly gauge success or failure. Once a customer segment is created or imported, business managers can track the service metrics associated with the customer segment over time including the number of calls, web visits, emails, CSAT score, First Contact Resolution etc.
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[Full Article]
Jul-18-2010 |
CDC Software Launches CDC Pivotal Social CRM
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CDC Software Corporation , a hybrid enterprise software provider of on-premise and cloud deployments, announced the availability of CDC Pivotal Social CRM 6.0, a new application enabling integration with today's popular social media sites so enterprises can better identify qualified leads, gather sales intelligence through increased collaboration with customers, develop effective sales campaigns, help close more deals, and ultimately, improve customer service.
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[Full Article]
Jul-11-2010 |
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