DATAMARK Releases New Infographic: “6 Contact Center Trends to Watch in 2016”

PRESS RELEASE: Millennials’ buying power and shopping habits will shape the future of the call center and customer service industry in 2016. That’s just one of the factors influencing the strategies behind contact center operations. Read our first three trends, and follow the link below for the complete list and infographic. Continue reading DATAMARK Releases New Infographic: “6 Contact Center Trends to Watch in 2016”

ShoreTel To Acquire UC Cloud Provider Corvisa

PRESS RELEASE: ShoreTel® announced it is acquiring Corvisa LLC, a provider of cloud-based communications solutions, from Novation Companies, Inc. This acquisition is expected to accelerate ShoreTel’s fiscal 2017 hosted revenue growth to at or around 30% by enhancing ShoreTel’s solutions and architecture in four key areas: Continue reading ShoreTel To Acquire UC Cloud Provider Corvisa

ZOOM International Introduces Video and Telepresence Recording to Drive Personalized Customer Experience

PRESS RELEASE: ZOOM International announced today that its Workforce Optimization Solution for Cisco contact centers and back offices in Version 5.7 adds Video and Telepresence Recording to its offering, which captures, stores and manages video conversations so that nonverbal communication between customers and agents can be monitored and used to improve performance and customer experience. Continue reading ZOOM International Introduces Video and Telepresence Recording to Drive Personalized Customer Experience

ECT Implements WebRTC Solution with Four Leading European Carriers in 2015

PRESS RELEASE: ECT (European Computer Telecoms AG) has successfully implemented its INtellECT® WebRTC solution with four leading European carriers in 2015. The WebRTC solution is integrated in existing service applications such as INtellECT® Virtual PBX, effECTive® Network-Based Contact Centers, effECTive® Number Translation Services, and effECTive® Interactive Voice Response, ready for immediate worldwide commercial launch. Continue reading ECT Implements WebRTC Solution with Four Leading European Carriers in 2015

[24]7® Files Second Patent Infringement Action Against LivePerson

[24]7 announced that it has filed a second patent infringement lawsuit against LivePerson, Inc. (LPSN). Both cases are pending before the United States District Court for the Northern District of California. In June 2015, [24]7 filed a complaint alleging that LivePerson’s products and services infringe four patents. Continue reading [24]7® Files Second Patent Infringement Action Against LivePerson