Acquisition further expands Avtexs' national footprint, merges two Interactive Intelligence partners.
Posted March 19, 2015
Connects customer insight, context and real-time journey behavior on all digital and offline channels.
Posted March 19, 2015
Updated apps for Sales Cloud and Service Cloud help customers create unified communications and contact center environments.
Posted March 19, 2015
Release provides engagement and analytics support for Instagram, and publishing, engagement and analytics support for Weibo.
Posted March 17, 2015
Solution authenticates users via a financial institution's mobile app.
Posted March 17, 2015
Complete SaaS solution provides scalable foundation for customer engagement.
Posted March 17, 2015
New journey management capabilities offers front and back office staff to view interactions and includes new integrated knowledge management technology.
Posted March 16, 2015
Two-way, inbound texting application is compatible with key Avaya contact center solutions.
Posted March 16, 2015
Partnership is expected to deliver integrated and secure UC and contact centers solutions and jointly serve customers.
Posted March 11, 2015
Contact center functionality enables supervisors to manage, transfer, merge and monitor voice calls.
Posted March 11, 2015
Allows customers to pick up an incomplete service transaction at a different time and on a different channel.
Posted March 11, 2015
Solution authenticates users via a financial institution's mobile app.
Posted March 10, 2015
Solution also features customer interaction history.
Posted March 10, 2015
Unified contact center solution expands functionality of manager portal.
Posted March 04, 2015
Transition designed to increase company's efficiency, flexibility and scalability for customer experiences.
Posted March 03, 2015
The addition of CCM technology to Kofax's BPM solutions bolster smart process capabilities.
Posted March 03, 2015
On demand keyword spotting and auto-call scoring enable businesses to detect trends and monitor agents.
Posted March 03, 2015
Latest release of platform provides mobile customer service capabilities via smartphones.
Posted March 03, 2015
An IVR enables drivers to order food and authenticate purchases while maintaining focus on the road.
Posted March 03, 2015
Poor customer service cited as biggest reason for customer defections.
Posted March 03, 2015
New capabilities include an executive CEM solution to measure actual mobile user experience.
Posted March 02, 2015
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