Liquid Voice enhances flexibility and quality management processes for the contact centre with Smart Interactions

Liquid Voice has launched Smart Interactions, an innovative new contact centre quality management platform. Built from the ground up to meet the rapidly evolving contact centre market, Smart Interactions is modular and includes speech analytics and agent engagement tools to help centre managers deliver more effective training and meet key customer satisfaction metrics. It also offers advanced reporting tools that help managers review team performance and take positive actions to improve productivity. Continue reading Liquid Voice enhances flexibility and quality management processes for the contact centre with Smart Interactions

CallMiner and Cloud9 Announce a Strategic Partnership to Bring Customer Engagement Analytics to New European Markets

PRESS RELEASE: CallMiner, the leader in speech and customer engagement analytics solutions, and Cloud9 Business Analytics, a leading provider of cloud-based Workforce Optimisation solutions announces a strategic partnership to bring robust cloud-based enterprise speech analytics to small and midsized businesses (SMBs) in the UK. With the support of over 20 languages and dialects, CallMiner Eureka will also allow the partnership to expand to other European markets. Continue reading CallMiner and Cloud9 Announce a Strategic Partnership to Bring Customer Engagement Analytics to New European Markets

AMC Technology Announces Contact Canvas Omni-Channel for Microsoft Dynamics CRM™

PRESS RELEASE: AMC Technology has announced an addition to its Contact Canvas™ platform, Omni-Channel for Dynamics CRM, will be available late fall of 2016. AMC’s Omni-Channel supports routing of standard, custom, and even third party entities to agents based on work item priority and agent availability. Continue reading AMC Technology Announces Contact Canvas Omni-Channel for Microsoft Dynamics CRM™

Virtual Reality Isn’t Virtually Unaffordable. What’s Your Excuse?

BLOG: by Ryan Curtis, lead software engineer for Interactive Intelligence… At Interactive Intelligence, we aim to be on the forefront of new technologies by considering if and how we can use them. Our CEO Don Brown suggested last December that he was very interested in VR technology so I immediately began considering how we might make use of it, and a few ideas came to mind. Continue reading Virtual Reality Isn’t Virtually Unaffordable. What’s Your Excuse?

The customer journey revisited – three tips for achieving customer value and growth

BLOG: Magnus Geverts at Teleopti looks more closely at raising the customer service bar in contact centers… Customer Journey mapping is becoming an increasingly popular term in contact centers. Many organizations are using customer journey initiatives to drive customer value and growth. Continue reading The customer journey revisited – three tips for achieving customer value and growth

inContact Increases Cloud Capacity with Sonus SBC 7000

PRESS RELEASE: Sonus Networks and inContact announced that inContact has selected the Sonus SBC 7000 Session Border Controller (SBC) to handle the growing amount of voice traffic across its global cloud network. With the SBC 7000’s market-leading scale, inContact is able to break the traditional stacking methodology of small capacity SBCs and scale up to 150,000 sessions via simple software licenses, increasing time-to-market while reducing operating expenses. Continue reading inContact Increases Cloud Capacity with Sonus SBC 7000

Xura Announces Completion of Acquisition by Affiliates of Siris Capital Group, LLC

PRESS RELEASE: Xura announced the completion of its acquisition by affiliates of Siris Capital Group, LLC (“Siris” or “Siris Capital”) in a transaction reflecting an equity value of approximately $643 million. The transaction, which was initially announced on May 23, 2016, was approved by a majority of Xura’s shareholders on August 16, 2016. In connection with the closing of the transaction, the company, which will continue to operate as Xura Inc., will be wholly owned by affiliates of Siris Capital. Continue reading Xura Announces Completion of Acquisition by Affiliates of Siris Capital Group, LLC

Centricient Secures $6.5 Million in Financing, Announces Messaging Solution for Enterprise Customer Service

PRESS RELEASE: Centricient, the software company that is re-imagining customer service for a mobile world, announces the closing of a $6.5 million round of financing led by Venrock and followed by Next Frontier Capital. Nick Beim of Venrock will join the company’s board. The company is also announcing the first release of Centricient Messaging and a partnership with Helix Business Solutions (http://helix.solutions). Continue reading Centricient Secures $6.5 Million in Financing, Announces Messaging Solution for Enterprise Customer Service