Exony VIM-X drives real business value for next generation contact centres

exony-logo-lgBLOG: By James Hunt, Product Manager, Exony : Exony’s latest platform release, VIM-X, leads the way in innovation enabling enterprises to make better use of resources, improve customer engagement and lifetime value. Its latest features measure the customer experience, manage agent attributes for advanced, skills-based, precision routing and enable users to customize and extend the user interface with leading software vendor gadgets for the first time. Continue reading Exony VIM-X drives real business value for next generation contact centres

Lithium Technologies acquires Klout

LIthium Logo BlackPRESS RELEASE: Lithium Technologies today announced that it has acquired Klout, a pioneer in using big data to measure online expertise. Lithium is the recognized leader in engaging on social networks and building online customer communities for the world’s best brands. Together, the companies reach more than 500 million consumers across 10,000 specific interest areas, and 300+ branded communities. The combination of Lithium and Klout establishes one of the biggest data footprints of consumer attitudes, preferences, and activities on digital channels. Continue reading Lithium Technologies acquires Klout

Global Information and Measurement Company to Leverage Verint Impact 360 Workforce Optimization Suite

Verint LogoPRESS RELEASE: Verint® Systems Inc. announced that a leading global information and measurement company will leverage its Impact 360® Workforce Optimization™ (WFO) suite to unify the company’s contact center technologies. Operating on a single, unified WFO solution, it stands to gain greater value than deploying point solutions, as well as benefit from simplified and centralized administration and maintenance, and lower total cost of ownership. Continue reading Global Information and Measurement Company to Leverage Verint Impact 360 Workforce Optimization Suite

Unify and BT to jointly deliver unified communications solutions in key markets

PRESS RELEASE: Addressing strong customer demand for integrated and collaborative infrastructure and applications and building upon a track record of customer success, Unify and BT today announces a new multi-country enterprise agreement. The agreement makes it easier for customers in the UK, Belgium, The Netherlands, Luxembourg and Germany to realise the productivity and cost-saving benefits of a joint solution offering. In the UK, focus will be on the government and healthcare sectors. Continue reading Unify and BT to jointly deliver unified communications solutions in key markets

NICE Performance Management Solution boosts Employee Engagement with new Gamification Capabilities

PRESS RELEASE: NICE Systems announced that it is helping companies better engage employees with enhanced gamification capabilities in its latest release of NICE Performance Management. This release expands on the gamification tools introduced in June 2013, going beyond the basic colored icons and charts currently offered in the market. Continue reading NICE Performance Management Solution boosts Employee Engagement with new Gamification Capabilities

Clarabridge acquires Market Metrix

PRESS RELEASE: Clarabridge, Inc., the leading provider of intelligent Customer Experience Management (CEM) solutions for the world’s top brands, today announced the acquisition of Market Metrix, the leading Enterprise Feedback Management (EFM) platform in the leisure and hospitality industries. Market Metrix will complement and extend Clarabridge’s analytics and measurement-focused CEM offerings with the addition of a robust, results-oriented feedback management platform. Continue reading Clarabridge acquires Market Metrix

3CLogic unveils new Reporting and Scripting Platforms for its updated Cloud-based Contact Center Solutions

PRESS RELEASE: 3CLogic, delivering next generation inbound, outbound and blended cloud-based contact centre solutions, today announced its 5.0 software release in which it unveiled its new market-leading Athena Reporting framework, Iris scripting engine, and additional product upgrades. The software release comes at a time when the contact centre industry is undergoing a huge technological overhaul, as companies are increasingly adopting cloud-based contact center solutions to replace traditional premise-based options. Continue reading 3CLogic unveils new Reporting and Scripting Platforms for its updated Cloud-based Contact Center Solutions

Sysomos and Clarabridge join forces to deliver powerful Multi-Channel Customer Analytics

PRESS RELEASE: Sysomos, a Marketwired company and leader in social intelligence, and Clarabridge, Inc., the leading provider of intelligent Customer Experience Management (CEM) solutions for the world’s top brands, today announced a strategic technology partnership to deliver a new level of social intelligence and analytics driving key business decisions and strategies. Continue reading Sysomos and Clarabridge join forces to deliver powerful Multi-Channel Customer Analytics

8×8’s Cloud-Based Unified Communications and Contact Center Suite wins ‘Best Midmarket Solution’ Award at Midmarket CIO Forum

8x8-INC-HiResPRESS RELEASE: 8×8, Inc., a provider of cloud-based unified communications, contact center and collaboration solutions announced it was awarded “Best Midmarket Solution” at the Midmarket CIO Forum, an exclusive gathering of CIOs who have an immediate need to evaluate technologies and gain actionable insight to help them in their role as IT leaders of their midmarket organizations. Continue reading 8×8’s Cloud-Based Unified Communications and Contact Center Suite wins ‘Best Midmarket Solution’ Award at Midmarket CIO Forum