News Briefs

With semantic annotation, enterprises can gain insights from large volumes of unstructured text.
Posted March 02, 2015

HP Qfiniti 10.3 helps multisite contact centers manage call recording and customer engagement
Posted March 02, 2015

Alerts expand contact centers flexibility.
Posted February 26, 2015

The IVR includes SIP support and can be virtualized.
Posted February 26, 2015

Increased need for cost reduction is one of the major growth drivers.
Posted February 25, 2015

Solution instantly responds to adapt at each interaction point based on real-time behaviors within a call to match customer pace.
Posted February 24, 2015

Report finds that increasing mobile customers are forcing organizations to adapt their digital engagement models or lose relevance.
Posted February 24, 2015

Avaya customers who use the IP Office platform can access Calabrio's WFO applications.
Posted February 20, 2015

Enhancements target workforce, quality management and performance management offerings.
Posted February 20, 2015

Improvements designed to deliver actionable intelligence through engaging digital experiences.
Posted February 19, 2015

Billing Suite focuses on reducing high bill call volume and call center handle time while increasing customer satisfaction.
Posted February 18, 2015

Corvisa's contact center suite, phone system and platform can be offered as a complete solution or a la carte.
Posted February 18, 2015

Partnership provides integrated contact center and workforce optimization capabilities.
Posted February 18, 2015

Solution brings peer-to-peer support to mobile and social channels.
Posted February 18, 2015

Collaboration increases customer service levels and reduces contact center costs.
Posted February 17, 2015

Enables companies can see information at a granular context and take immediate action.
Posted February 17, 2015

Integration streamlines processes and eliminates the need for duplicate entry with synchronized data.
Posted February 13, 2015

Next generation CEM software includes social sharing and text analytics.
Posted February 12, 2015

Companies share previous relationships with Interactive Intelligence.
Posted February 10, 2015

New features include back-end changes and reconfigured navigation.
Posted February 10, 2015

Solution features new operator console, supervisor visibility, mobility and video integration.
Posted February 09, 2015

For three straight quarters, the American contact center industry continues to see growth.
Posted February 09, 2015

Allows contact center agents to use the Vocalcom cloud on Chromebooks through WebRTC-enabled interfaces.
Posted February 05, 2015

Solutions allow contact centers to make greater use of their existing contact center and IVR platforms.
Posted February 04, 2015

Solution ensures efficient ticket routing and resolution.
Posted February 04, 2015

Consumers who are forced to switch channels for assistance fracture the brand experience.
Posted February 03, 2015

Offers new communications hub for omnichannel interactions in the cloud.
Posted February 02, 2015

Speech authentication to be featured on Aspect Innovation Exchange.
Posted January 29, 2015

End-to-end CEM solution brings together strategic industry trends, consumer research and transaction level insights.
Posted January 28, 2015

Solution provides customer service representatives with immediate access to customer shopping carts to make changes in real-time.
Posted January 28, 2015

Companies to provide complete cloud-based platform for contact centers.
Posted January 28, 2015

Lessens resolution times between enterprises and their customers.
Posted January 28, 2015

Customizable PBX offers worldwide DIDs, business continuity, SIP trunking and voicemail transcription.
Posted January 28, 2015

HDAnalytics+ enables operators to identify and analyze areas of low customer satisfaction on the network in near real-time.
Posted January 26, 2015

Solution adds document management and support for up to 25,000 customer records.
Posted January 26, 2015

Combines telephony, UC and contact centers over common cloud communications platform.
Posted January 22, 2015

Increased focus on customer engagement and social platforms are growth drivers.
Posted January 22, 2015

New features include a new tab within the iOS and Android mobile apps dedicated to social media support.
Posted January 22, 2015

Contact center technology and mobile app development firms join forces to provide multiplatform solutions.
Posted January 22, 2015

Outsourcer will offer CCaS platform to contact center and BPO customers.
Posted January 22, 2015

European electronics and telecommunications retailer offers live chat via desktop, tablet and mobile.
Posted January 22, 2015

Next-generation module empowers employees to close the loop on customer feedback.
Posted January 21, 2015

Telecom master agency to promote TCN platform to its agent network of VARs, MSPs, systems integrators, telecom resellers and hardware vendors.
Posted January 21, 2015

Version 8.1 solution also offers new operator console, mobility and video Integration.
Posted January 20, 2015

Partners with companies to grow UC cloud network in Asia-Pacific region.
Posted January 20, 2015

Provides analytics, desktop discovery and automation for customer experience.
Posted January 20, 2015

Solution lets contact centers transfer between TCPA and Non-TCPA projects while maintaining reporting and analysis.
Posted January 07, 2015

Business telephone system includes call distribution and reporting on one server.
Posted January 07, 2015

Companies integrate analytical business solutions with CEM tools.
Posted January 07, 2015

Solution offers customer engagement with self-service solutions across applications, channels and devices.
Posted January 07, 2015
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