Vocalcom and Google Collaborate to Bring WebRTC to Contact Centers Via Chromebooks

PRESS RELEASE: Vocalcom has revolutionized its cloud contact center solution by collaborating with Google to bring WebRTC to contact centers, allowing them to reduce their total cost of ownership by as much as 50%. The Vocalcom WebRTC solution is the first and only cloud contact center with zero on-premise hardware, software, and telephony infrastructure. This development allows contact center agents to use the Vocalcom cloud contact center solution agent desktop on Chromebooks through WebRTC-enabled interfaces. Within a single window, the solution puts the customer record front and center, with the most critical and recent information in clear view. Continue reading Vocalcom and Google Collaborate to Bring WebRTC to Contact Centers Via Chromebooks

OpenText Offers a New Communications Hub for Omni-Channel Interactions in the Cloud

PRESS RELEASE: OpenText™ announced the latest version of its Customer Communications Management (CCM) solution, OpenText StreamServe version 5.6.2. Combining on-demand, interactive, and high-volume transactional customer communications with its traditional document presentment capabilities, OpenText Customer Communications Management now allows for interactive correspondence throughout a document’s lifecycle from authoring to customer engagement. Continue reading OpenText Offers a New Communications Hub for Omni-Channel Interactions in the Cloud

Purple WiFi partners with Molson Coors to provide WiFi hotspot-driven CRM system

PRESS RELEASE: Purple WiFi, the cloud-based social WiFi software company, today announced its partnership with Molson Coors, one of the UK’s biggest brewers to create a solution called “Molson Coors Cloud”. As part of a new trial, Molson Coors is offering a secure gated access point for a pub’s WiFi where Molson Coors brands are stocked, such as; Carling, Coors Light and Cobra. The access point also enables the licensees to engage with their customers directly to build loyalty and provide them relevant information and offers. Continue reading Purple WiFi partners with Molson Coors to provide WiFi hotspot-driven CRM system

FVC to distribute Unify UC and Contact Centre Solutions

PRESS RELEASE: FVC, a leading Value Added Distributor (VAD) in the Middle East & Africa (MEA), has signed an agreement with Unify (formerly Siemens Enterprise Communications) to distribute its range of Unified Communications (UC) and contact centre solutions across UAE, Kuwait, Qatar, Oman, Bahrain and Pakistan. The wide range of solutions including team collaboration, voice platforms, applications, phones and clients will complement FVC’s existing portfolio, providing its partners and customers a wider range of options for their business processes and productivity. Continue reading FVC to distribute Unify UC and Contact Centre Solutions

Global Staffing Leader Selects inContact’s Award-Winning Cloud Platform

PRESS RELEASE: inContact, the leading provider of cloud contact center software and contact center agent optimization tools announces the addition of a staffing solutions provider to their growing list of clients. In need of a flexible platform for an expanding division, this industry-leading firm, chose inContact’s cloud solution for their new 350-agent contact center. Continue reading Global Staffing Leader Selects inContact’s Award-Winning Cloud Platform

Unify Addresses Key Milestones in Transformation to Support Customers in the New Way to Work

PRESS RELEASE: Unify announced that it has addressed key milestones critical to its continued transformation. Designed to enable Unify to rapidly adapt to the changing unified communications marketplace and the demands of today’s customers, the company has made important strides in both strategy execution and business performance. This includes innovation in software development, further enhancements to its channel strategy, and progress in its restructuring. Unify remains on target to achieve its transformation goals announced in June. Continue reading Unify Addresses Key Milestones in Transformation to Support Customers in the New Way to Work

Calabrio strengthens global presence in Asia Pacific with new regional office in Singapore

PRESS RELEASE: Calabrio, a leading provider of contact centre workforce optimization (WFO) and analytics software, has formalized its involvement in Asia Pacific with a new regional office in Sun Tech City, Singapore under the leadership of new Calabrio Regional Director Peter Farnsworth. The move strengthens Calabrio’s investment in penetrating the APAC region—where it has been developing a customer base since 2010—with cost-effective and technically superior Workforce Optimization (WFO) software for contact centres. Continue reading Calabrio strengthens global presence in Asia Pacific with new regional office in Singapore

avocis to be acquired by Capita

PRESS RELEASE: Capita has agreed to acquire avocis, a leading provider of customer contact management services in Germany, Switzerland and Austria (DACH) for €210m (£157m) on a cash/debt free basis, subject to approval by the German competition authority, Bundeskartellamt. avocis has a strong position in the German speaking regions of Europe serving similar sectors to Capita’s UK-based customer management business, with high quality, long term clients particularly in telecoms and utilities. Continue reading avocis to be acquired by Capita

Frost & Sullivan Launch Major Market Report on Back Office Workforce Optimisation

PRESS RELEASE: The most comprehensive study on the emerging Back Office Workforce Optimisation (BOWFO) market has been launched by analyst house Frost & Sullivan. The Report – Profiling the Back Office Workforce Optimisation Market – is being made available for download on its website and will be promoted by eg solutions, the pioneer and pacesetter in enterprise workforce optimisation software for the back office. Continue reading Frost & Sullivan Launch Major Market Report on Back Office Workforce Optimisation