Enghouse Interactive Brings Emotional Intelligence to the Contact Centre

EnghouseEnghouse Interactive is enabling enterprise customers of its Quality Management Suite (QMS) to bring more emotional intelligence to bear in their interactions with customers. This is achieved through a new real-time soft evaluator capability in the latest version of the software, QMS 2016. The new soft evaluator tool is the first software solution, offering fully automated quality assurance and call optimisation for every call. Continue reading Enghouse Interactive Brings Emotional Intelligence to the Contact Centre

[24]7 Introduces Customer Acquisition Cloud for Marketers

[24]7 announced that it has launched the [24]7 Customer Acquisition Cloud, a suite of marketing technology solutions that enable marketers to better connect with, and influence, consumers at every touch point. The suite is based on the acquisition of Campanja, the market leader in paid search bid optimisation, and EngageClick, a leader in personalised marketing. Continue reading [24]7 Introduces Customer Acquisition Cloud for Marketers

Fusion Launches Enterprise Cloud Contact Center Solution

PRESS RELEASE: Fusion that it has launched Contact360, the company’s powerful new enterprise cloud contact center solution developed in collaboration with TFB, Fusion’s most recent acquisition. Integration into Fusion’s advanced proprietary cloud services platform moves TFB’s next generation software securely to the cloud, and expands Fusion’s cloud offerings in the fast-growing contact center market. Continue reading Fusion Launches Enterprise Cloud Contact Center Solution

IR Prognosis users now see data their own way with Live Canvas

PRESS RELEASE: IR, the leading global provider of proactive performance management software for critical IT infrastructure, payments and communications ecosystems, today announced Live Canvas, a fully customizable visualization solution that brings to life performance management data for Unified Communications (UC), Contact Center and Payments environments. Continue reading IR Prognosis users now see data their own way with Live Canvas

Extended Call Recording Provides Affordable, Cloud-Based Call Storage Solution

PRESS RELEASE: AVOXI now offers additional call recording storage options to meet client-specific needs. Fully integrated into Smart Queue, AVOXI’s virtual call center software platform, Extended Call Recording allows contact centers to store thousands of conversations between agents and callers, all in the safety of the cloud. Continue reading Extended Call Recording Provides Affordable, Cloud-Based Call Storage Solution

Ember restructures to create framework for client focused growth and service expansion

PRESS RELEASE: The founding directors of the customer management consultancy Ember Services have announced a restructure of the Ember business, with the creation of a group structure and Board. The new structure creates a firm foundation for continued growth in Ember’s traditional customer management consulting business (Ember Services), as well as support for accelerated expansion within its specialist public sector team and executive recruitment business, (Mottram Search). Continue reading Ember restructures to create framework for client focused growth and service expansion

Hybrid Cloud making Powerful Business Impact say Contact Centre Leaders

PRESS RELEASE: Organisations using hybrid cloud technologies in their contact centres, are reporting a powerful positive impact on their businesses. Some 88% say this approach gives them access to new functionality in their contact centres, over 84% say it’s increased their agility and speed-to-market, and a massive 87% say it’s enabling access to a single integrated customer contact platform. Continue reading Hybrid Cloud making Powerful Business Impact say Contact Centre Leaders

eBay Enterprise and Innotrac Become Radial to Prepare eCommerce for the New Retail Reality

PRESS RELEASE: eBay Enterprise and Innotrac have joined forces to become Radial, the largest omnichannel commerce technology and operations provider. Today’s businesses are under increasing pressure to not only meet the heightened expectations of consumers, but to profitably manage and execute omnichannel commerce from purchase to delivery. Radial’s global platform combines decades of extensive operations experience with its proven technology platform to deliver retailers’ promises to their customers. Continue reading eBay Enterprise and Innotrac Become Radial to Prepare eCommerce for the New Retail Reality