Genesys Introduces New Cloud-Based Expert Services to Further Enhance Customer Experience Investments

Geneys_logoPRESS RELEASE: Genesys at G-Force New Orleans introduced Genesys Guru, a new portfolio of cloud-based expert services that help customers realize the full power of their investments in the Genesys Customer Experience Platform, with initial offerings focused on Workforce Optimization (WFO). Genesys Guru offers customers expert services to identify, analyze and optimize business processes and workforce issues that may jeopardize their customer experience, impact their ability to meet regulatory requirements, or delay their time to value with their technology investments. Continue reading Genesys Introduces New Cloud-Based Expert Services to Further Enhance Customer Experience Investments

Verint Receives Industry Honors for Technology Leadership and Customer Centricity

Verint LogoPRESS RELEASE: Verint® Systems Inc. announced that it has received several recognitions from Technology Marketing Corporation (TMC) publications—CUSTOMER and Internet Telephony—for its Workforce Optimization (WFO) software. The organization also was named to KMWorld’s list of “100 Companies that Matter in Knowledge Management.” Verint’s position in the Knowledge Management market was bolstered by its recent acquisition of KANA® Software, a recognized leader in knowledge management solutions for customer service. These honors reinforce Verint’s focus on technology-driven innovation and customer engagement optimization excellence. Continue reading Verint Receives Industry Honors for Technology Leadership and Customer Centricity

Moxie Acquires SimplyBox’s Real-Time, In-Context Technology; Extends Its Capabilities To Change The Way Digital Commerce Is Done

Following the announcement of Rebecca Ward as president and CEO, Moxie Software, Inc. today announced that it has acquired the technology from SimplyBox, Inc. The acquisition will further extend the capabilities of Moxie allowing enterprises to anticipate customer intent, connect with customers in real-time and engage using the most appropriate communication channel across devices. Continue reading Moxie Acquires SimplyBox’s Real-Time, In-Context Technology; Extends Its Capabilities To Change The Way Digital Commerce Is Done

Huawei Launches eSpace Contact Center Solutions Certified for SAP CRM for Enterprise Customers

PRESS RELEASE: Huawei announced the launch of eSpace Contact Center solutions for enterprise customers, which are certified for SAP® Customer Relationship Management (SAP CRM). The eSpace Contact Center empowers customers to move toward a customer contact center architecture, offering sales, marketing, and service information and insights and providing high-quality customer experiences, enhanced customer interaction, and more efficient service. Continue reading Huawei Launches eSpace Contact Center Solutions Certified for SAP CRM for Enterprise Customers

Genesys Positioned as a Leader by Gartner in 2014 Magic Quadrant for Contact Center Infrastructure

Geneys_logoPRESS RELEASE: Genesys announced the company has again been positioned as a “Leader” in the “Magic Quadrant for Contact Center Infrastructure” report by Gartner, Inc. The Gartner Magic Quadrant report evaluates contact center vendors on their completeness of vision and ability to execute. Based upon Gartner’s independent analysis, vendors are placed within one of four quadrants: visionaries, niche players, challengers and leaders. The year 2014 marks the sixth consecutive year that Genesys has been named a worldwide Leader for Contact Center Infrastructure. Continue reading Genesys Positioned as a Leader by Gartner in 2014 Magic Quadrant for Contact Center Infrastructure