8×8 Breaks New Ground in Contact Center with Powerful Analytics

PRESS RELEASE: 8×8 announced it is breaking new ground in the contact center with a set of powerful analytics as part of the latest release of Virtual Contact Center (VCC), the company’s flagship contact center solution. VCC Analytics, a prominent capability featured in the new release, provide unique insights into the customer experience, increased contact center efficiencies and advanced workflow optimization to better manage their contact center and increase customer loyalty. Continue reading 8×8 Breaks New Ground in Contact Center with Powerful Analytics

Verint Identity Authentication Helps Protect Customers, Reduce Customer Effort and Enhance Experiences

PRESS RELEASE: Verint® Systems announced advancements to its identity authentication and fraud detection solution that are designed to provide a faster and more seamless approach to customer identity authentication, and safer and more secure sales/service environments. Continue reading Verint Identity Authentication Helps Protect Customers, Reduce Customer Effort and Enhance Experiences

OnviSource Announces Strategic Partnership with Social Strategy1, Integrating Social Media with Omni-Channel Voice of Customer and Contact Center Workforce Optimization

PRESS RELEASE: OnviSource announced that it has integrated the social media platform of Social Strategy1 with its new enterprise and contact centre social media solution called OnviSocial™. Offered as software products, cloud or managed services, OnviSocial offers a comprehensive set of social media management capabilities, including social media capture, engagement, and analytics; as well as automated quality monitoring and assurance of the agents involved with the social media channels. Continue reading OnviSource Announces Strategic Partnership with Social Strategy1, Integrating Social Media with Omni-Channel Voice of Customer and Contact Center Workforce Optimization

ActiveOps sets its sights on US financial market

PRESS RELEASE: ActiveOps has opened a new dedicated US office and appointed a US managing director to actively target the world’s biggest banks and insurers with its globally-recognised Active Operations Management (AOM) method and Workware™ software suite for insight, capacity management and strategic planning to deliver operations excellence. Continue reading ActiveOps sets its sights on US financial market