eGain to acquire Exony to add contact center management and voice analytics

PRESS RELEASE: eGain (NASDAQ: EGAN), a leading provider of customer engagement solutions, today announced it has signed a definitive agreement to acquire Exony Limited, an innovative contact center software provider. The acquisition extends eGain’s platform with contact center management, reporting, and analytics capabilities. Continue reading eGain to acquire Exony to add contact center management and voice analytics

For Customers, the Only Time is NOW – NICE Brings 100% Real Time to the Contact Center

PRESS RELEASE: NICE Systems announced the NICE Engage Platform, its next generation capture platform, which supports 100 percent real-time analytics at unrivaled scale, speed and cost efficiency. The platform allows customer-facing organizations to incorporate real time interaction data and analytics, at scale, into all of their service processes, transforming the contact center into a real-time engagement center. Continue reading For Customers, the Only Time is NOW – NICE Brings 100% Real Time to the Contact Center

CALIFORNIA ASSOCIATION OF REALTORS Deploys Interactive Intelligence IP Communications Software Suite

PRESS RELEASE: The CALIFORNIA ASSOCIATION OF REALTORS® (C.A.R.), a trade association of 165,000 California real estate agents, has replaced its PBX system with Interactive Intelligence Group Inc.’s (Nasdaq: ININ) Customer Interaction Center™ (CIC), an all-in-one IP communications software suite. Continue reading CALIFORNIA ASSOCIATION OF REALTORS Deploys Interactive Intelligence IP Communications Software Suite

RingCentral Cloud Platform Selected By BT For A New Generation of Communications Solutions

PRESS RELEASE: RingCentral, Inc., a leading provider of cloud business phone systems, today announced that BT Business, the UK’s leader in business broadband, fiber, phone, networking and communications services, has selected the RingCentral platform for a new generation of cloud business phone systems in the UK. Continue reading RingCentral Cloud Platform Selected By BT For A New Generation of Communications Solutions

Transera’s Newest Customer Engagement Analyzer to Advance How Contact Centers Analyze and Derive Insights From Customer Interaction Data

PRESS RELEASE: Transera announced the general availability of Customer Engagement Analyzer 2.0, the latest version of the award-winning SaaS offering that helps contact centers capture, organize and cross-analyze customer interactions. Customer Engagement Analyzer 2.0 equips contact centers with enhanced interactive and collaborative analytics capabilities to perform business performance analytics on cross-system customer interaction and agent activity data. Continue reading Transera’s Newest Customer Engagement Analyzer to Advance How Contact Centers Analyze and Derive Insights From Customer Interaction Data

European Operators could Save Millions with Better Mobile Payments Compliance Management

PRESS RELEASE: Europe’s mobile operators could save millions of Euros per year with better management of mobile payments compliance, claims Empello.  In the UK, a market with 80 million mobile subscribers, Empello estimates that £400,000 could be saved per year by the big four UK operators, just from the reduction in call centre costs. Across Europe, a market with a combined 1,000 million subscriptions, the savings could add up to £5 million. Continue reading European Operators could Save Millions with Better Mobile Payments Compliance Management