News Briefs

Company also unveils speech analytics results assurance program.
Posted September 03, 2014

New feature sizes a contact center agent's window to exactly match the customer's.
Posted August 29, 2014

Due to high competition, companies are seeking out quicker upgrades, tightly integrated solutions.
Posted August 27, 2014

Voxbone eliminates the need for a traditional set up of self-owned hardware and software.
Posted August 27, 2014

Choose your words wisely when communicating with customers.
Posted August 26, 2014

New partnership supports 3CLogic's strategic initiative to offer complementary cloud-based contact center solutions.
Posted August 26, 2014

Version 7.3 provides proactive outreach compliance capabilities and tighter integration with Aspect's social media interaction solution.
Posted August 26, 2014

Agreement marks another major step in Avaya's transformation to a software and services company.
Posted August 26, 2014

Drag-and-drop capabilities that allow users to personalize their workspace with different social modules.
Posted August 25, 2014

Purchase to provide service functionality to Infor CloudSuite, the first group of industry-specific application suites available on Amazon Web Services.
Posted August 19, 2014

Includes enhanced call recording capabilities for Avaya, Cisco and Genesys.
Posted August 19, 2014

Service provides customers with call analysis to see actionable reporting on phone calls.
Posted August 19, 2014

T-Systems will host full suite of Avaya Aura contact center software at its data center in Germany.
Posted August 19, 2014

Company plans to expand SaaS platform to stay ahead of high volume of customer feedback and customer information within business and social media.
Posted August 18, 2014

Advanced security features enables recording and storage of encrypted IP telephony conversations.
Posted August 18, 2014

Real-time analytics predicts why consumers call into IVRs based on use of other channels and device activities.
Posted August 18, 2014

Represents a huge opportunity for companies to serve customers through their preferred channel.
Posted August 15, 2014

New features include open-time personalization and Web behavior-based targeting.
Posted August 14, 2014

Solution offers sharing of visual information and secures data during phone calls.
Posted August 14, 2014

Solution provides customer service and marketing automation.
Posted August 14, 2014

Solution architected as a full SaaS solution with no need for any on-premise support.
Posted August 13, 2014

Solution can embed links into SMS and email messages to track audience click behavior.
Posted August 12, 2014

Upgrades include enhanced ACD and improved automated reporting for scheduled callbacks.
Posted August 12, 2014

Joint initiative also offers existing Avaya customers a hybrid model with managed migration to help them evolve from on-site to cloud based services
Posted August 12, 2014

Argentinean and Chilean markets to see a spurt in demand, while Brazil forecasted to have slower growth.
Posted August 08, 2014

Version 6.0 release includes a beta version of Badgeville Analytics that uses big data to provide user behavior and engagement information.
Posted August 08, 2014

Embedded video support delivers more value to customers and agents beyond text support articles.
Posted August 06, 2014

Solution automatically triggers content and offers based on customer behaviors.
Posted August 06, 2014

Solution features call recording, quality management, speech, desktop, text analytics and more.
Posted August 06, 2014

Solution eliminates contact center infrastructure, and complex and expensive telephony systems.
Posted August 06, 2014

Solution allows customer feedback to be captured via mobile devices, both online and offline.
Posted August 06, 2014

Dell solution lets Genesys extends its NetSuite platform.
Posted August 05, 2014

Contact center and dialer software integrated with upgraded CallScripter application offers increased agent productivity and enhanced compliance.
Posted August 05, 2014

Features over a hundred enhancements and new features including contextual promotions and advanced cross-selling capabilities.
Posted August 05, 2014

Offering helps companies expand multichannel commerce efforts in the cloud.
Posted August 01, 2014

China Mobile Jiangsu Branch replaces phone menu trees with a conversational speech interface.
Posted August 01, 2014

Release also includes revamped version of SpeechStorm Mobile eXperience for iPhone and Android.
Posted July 31, 2014

Enables managers to understand volume, trends and key customer service metrics.
Posted July 30, 2014

Application offers improved search criteria and performance for call center clips.
Posted July 30, 2014

Solution tracks email opens and saves emails to CRM from iPhones.
Posted July 30, 2014

Joint solution offers omnichannel capabilities for contact centers.
Posted July 30, 2014

Solution captures, connects and analyzes data across touch points and systems.
Posted July 29, 2014

Solution drives relevant alerts and information to collector and supervisor desktops within the contact center.
Posted July 29, 2014

Solution delivers an integrated feedback system that provides visibility into customer feedback and sentiment across both support and sales departments.
Posted July 29, 2014

To keep up with millennials, marketers should focus on the experiences customers want throughout the customer journey.
Posted July 24, 2014

Solution provides secure cloud telephony and unified communications with customer service functionality.
Posted July 24, 2014

Platform unbundles social and marketing data from SaaS applications.
Posted July 23, 2014

Partnership extends professional services capabilities and reseller services
Posted July 23, 2014

Offering highlights pre-configured solutions for scoring customer service, sales performance and outbound collections.
Posted July 23, 2014

Text and social media analytics solution provides sentiment analysis of unstructured data.
Posted July 23, 2014
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