Vyopta to Deliver Polycom Ready Video Customer Engagement Solutions

Vyopta Incorporated, the cloud video applications company announced that it has teamed with Polycom, Inc. to deliver next-generation video customer engagement solutions for Polycom environments. Vyopta will integrate Polycom video technology into customer business processes and operations, enabling organizations to deliver new levels of customer, vendor and patient engagement via video. Vyopta has redefined customer engagement with guided web-based video interactions for on-demand and scheduled access to subject matter specialists. Continue reading Vyopta to Deliver Polycom Ready Video Customer Engagement Solutions

3CLogic Strengthens Footprint with Additional Funding and Expanded Management Team

3CLogic, delivering next generation inbound, outbound and blended cloud-based contact center solutions announced it has closed a $4.2 million series B round of funding. Led by Blu Venture Investors, the investment will support the company’s rapid growth to further expand its call center software-as-a-service (SaaS) business offerings. In addition, as part of its commitment to advance service delivery and ensure customer-centric operations, 3CLogic has appointed Robert Killory as Chief Customer Officer (CCO). Continue reading 3CLogic Strengthens Footprint with Additional Funding and Expanded Management Team

New release of BPMonline 7.2 brings security and business process management to the new level

BPMonline, a leading global provider of customer relationship management (CRM) and business process management (BPM) solutions has released a new version 7.2 of its revolutionary next-generation platform BPMonline. New features incorporated in BPMonline CRM 7.2 provide greater flexibility of business process management and tightened control over data security. Users will enjoy even greater usability of the system — the new release comes with extended workspace customization tools and customizable data views. Continue reading New release of BPMonline 7.2 brings security and business process management to the new level

NSN to enhance customer experience for Tele2 Sweden using its network insights

Nokia Solutions and Networks has implemented its Serve atOnce Traffica for Tele2 Sweden to ensure a significantly better service experience by linking network performance to customer satisfaction and application behavior. An integral part of NSN’s comprehensive Customer Experience Management* portfolio, this solution provides a comprehensive display of network performance based on service quality, service usage and real-time traffic information. Continue reading NSN to enhance customer experience for Tele2 Sweden using its network insights

Major State Government Agency selects inContact to replace Premise System with Cloud Contact Centre

inContact-hi-rezinContact, the leading provider of cloud contact center software and contact center agent optimization tools nnounced the addition of a new state government customer who was seeking to improve citizen satisfaction and reliability for over 100 agents in its service operations. inContact will provide a 100%, end-to-end cloud solution that includes contact center routing plus workforce optimization (WFO), CRM integration and connectivity. Continue reading Major State Government Agency selects inContact to replace Premise System with Cloud Contact Centre

Teleperformance Named a Leader in Gartner Magic Quadrant for Fourth Consecutive Year

Teleperformance, the global leader in outsourced multichannel customer experience management announced, for the fourth consecutive year, it has been recognized as a Leader by Gartner in the Magic Quadrant for Customer Management (CM) Contact Center BPO. Continue reading Teleperformance Named a Leader in Gartner Magic Quadrant for Fourth Consecutive Year

Mitel acquires contact centre Call Recording supplier OAISYS

Mitel® announced the acquisition of contact centre supplier OAISYS, a leading developer of integrated call recording and quality management solutions. Consistent with Mitel’s strategy to rapidly expand the company’s presence in the contact center space, the acquisition of OAISYS further strengthens Mitel’s position in this growing market. Financial terms of the transaction were not disclosed. Continue reading Mitel acquires contact centre Call Recording supplier OAISYS

Enghouse Systems Acquires IT Sonix AG

Enghouse Systems Limited announced that it has acquired IT Sonix AG for a purchase price of approximately €7.0 million subject to certain price adjustments. Based in Leipzig, Germany, IT Sonix is a software provider specializing in outbound contact centre solutions with a particular focus on tele-marketing. ELSBETH, IT Sonix’s flagship solution, is a fully featured, general purpose, outbound suite combining a powerful predictive dialer, campaign management, call scripting, real-time speech analytics and agent coaching capabilities. Continue reading Enghouse Systems Acquires IT Sonix AG