New version 10.2 of Presence Suite increases Multichannel Scalability and captures the Contact Centre Voice Of the Client (VOC)

PRESS RELEASE: Launching of the new Presence Suite 10.2 version gives development continuity to its innovative Unified Instance Manager architecture, meeting the needs of multichannel growth and doubling the digital channels management capacity. In addition, this new version optimizes the unattended auto-dialing system without agents, Presence Robodialer, provides greater operational capacity, administrative flexibility and productive control through new monitors and follow-up reports. Continue reading New version 10.2 of Presence Suite increases Multichannel Scalability and captures the Contact Centre Voice Of the Client (VOC)

Global E-Commerce Marketplace Transitions 700 Agents to inContact Customer Interaction Cloud

PRESS RELEASE: inContact, a NICE company announced a rapidly-growing online retailer is moving more than 700 agents in their United States and Europe locations from their on-premises platform to the inContact Customer Interaction Cloud. The solution portfolio will include at-home agents, dispersed globally, as their total number of agents in Europe is projected to double by the end of 2016. Continue reading Global E-Commerce Marketplace Transitions 700 Agents to inContact Customer Interaction Cloud

NICE Helps Metro Nashville Department of Emergency Communications Get Ready for Next Generation 9-1-1

PRESS RELEASE: With plans to deploy a state-wide emergency services network (ESInet), Tennessee has set the stage for Next Generation 9-1-1 (NG9-1-1). The Metro Nashville (TN) Department of Emergency Communications (MNDEC), the state’s largest 9-1-1 center, recently upgraded to the latest NICE Inform solution to prepare for this change, NICE announced. Continue reading NICE Helps Metro Nashville Department of Emergency Communications Get Ready for Next Generation 9-1-1

Avaya Helps Midsize Businesses Raise the Bar for Customer Experience

PRESS RELEASE: Avaya announced a new version of the company’s contact center platform that enables midsize businesses to rise above the competition by offering a superior, omnichannel customer experience. Avaya IP Office Contact Center 10 is a true, end-to-end solution with the advanced features and tools customers expect, but the simplicity and affordability needed by midsize business. Continue reading Avaya Helps Midsize Businesses Raise the Bar for Customer Experience

Arkadin Cloud Contact Center for Office 365 Expands Global Reach & Extends Support to Microsoft Skype for Business Online

PRESS RELEASE: Arkadin, an NTT Communications announced that businesses can now deploy contact center agents on local cloud infrastructure in the Americas, Europe and Asia that integrates with Skype for Business. Arkadin’s hosted Clarity Connect Contact Center for Office 365 enables customers to deploy agents in more than 15 countries, all connected on a single domain. Continue reading Arkadin Cloud Contact Center for Office 365 Expands Global Reach & Extends Support to Microsoft Skype for Business Online

Webhelp announces Acquisition of MyStudioFactory

Webhelp, has announced a partnership with top French digital strategy and implementation firm, MyStudioFactory. MyStudioFactory is a market leader in designing and implementing mobile user experience solutions and app development and will ensure Webhelp can offer a seamless digital customer experience solution to its clients. Continue reading Webhelp announces Acquisition of MyStudioFactory

Sangoma Acquires Telecom Assets of Micro Advantage

PRESS RELEASE: Sangoma Technologies announced the acquisition of the Telecom Assets of Micro Advantage Inc. effective December 1, 2016. Micro Advantage Inc, based in Cleveland, is a Hosted Telecom and IT provider in the Ohio area, that provides a range of services including a Cloud PBX offering based upon Sangoma’s products and technology. Continue reading Sangoma Acquires Telecom Assets of Micro Advantage