Genesys Acquires Interactive Intelligence

Article Image

The transaction aims to bolster Genesys's customer experience offerings and global market presence.

Article Image

Avaya Launches IP Office 10

IP Office 10 increases security and resiliency and enhances the user experience.

Leonard Klie | Aug 31, 2016
Article Image

KKR to Acquire Calabrio

The acquisition is expected to help Calabrio speed up its corporate growth.

Leonard Klie | Aug 30, 2016
Article Image

Comcast Tops the Customer Service Wall of Shame While Amazon Shines in the Hall of Fame

In a study by equity insight and analytics provider 24/7 Wall Street and research company Zogby Analytics, Comcast was named one of the worst performers in customer service, while Amazon was named the best. More than 1,500 Americans were asked to evaluate companies across 17 industries.

Maria Minsker | Aug 26, 2016
Article Image

Verint Launches Real-Time Speech Analytics

Verint Systems today unveiled several enhancements to its Real-Time Speech Analytics solution, which combines phonetic speech recognition and full transcription of calls with advanced language understanding.

Leonard Klie | Aug 24, 2016
Article Image

Five9 Launches Virtual Contact Center Summer 2016

Five9, a provider of cloud-based contact center software, today launched the Summer 2016 release of its Virtual Contact Center (VCC).

Leonard Klie | Aug 17, 2016
Article Image

Genesys' AppFoundry and DevFoundry Are Innovation Springboards

Genesys' app marketplace AppFoundry and developer portal DevFoundry have boasted rapid growth recently, with AppFoundry now offering more than 100 customer experience apps and DevFoundry now supporting more than 250 users. Jim Kraeutler, vice president of the innovation group at Genesys, atributes the growth to the vendor's commitment to educating partners and developers and giving them flexible tools to build solutions.

Maria Minsker | Aug 12, 2016
Article Image

InContact Partners with HelpSocial for Social Customer Service Integration

inContact, a provider of cloud contact center and workforce optimization software, has partnered with HelpSocial, providers of an integration platform for customer care and social media, to bring social media customer care abilities to contact center agents using inContact's Open Cloud Platform.

Leonard Klie | Aug 11, 2016