Category Archives: Call Centre Solutions

eGain Knowledge™ Certified With SAP CRM Interaction Center™

logo_egaineGain, the leading provider of cloud-based customer engagement solutions announced that SAP has certified the integration of eGain Knowledge with SAP CRM Interaction Center. The solution will enable businesses to harness the combined power of SAP CRM and eGain’s top-rated knowledge management capabilities to provide smart, accurate, and consistent customer service.  Continue reading eGain Knowledge™ Certified With SAP CRM Interaction Center™

Infratel Launches MightyCall React, the Zero-Agent Contact Center App for Small Business

Infratel, a global provider of contact center solutions for small and mid-size businesses, today at The Small Business Expo in Miami, FL announced the launch of MightyCall React and the companion product, MightyCall React Mobile for iOS. The two products make up a comprehensive solution enabling small business teams to work together more efficiently to receive, review and respond to customer requests from anywhere.  Continue reading Infratel Launches MightyCall React, the Zero-Agent Contact Center App for Small Business

NextiraOne Boosts Flagship OneCockpit Monitoring and Management service

OneCockpit, NextiraOne’s new flagship monitoring and management service, has been further enhanced with the addition of a raft of new technologies and applications that can be proactively managed through the service. The move significantly broadens the scope of OneCockpit, which has been developed to give organisations end-to-end, real-time visibility of their infrastructure and provide early warning of potential performance problems before the activities of the organisation are impacted. NextiraOne, Europe’s leading expert in communications services, has been enjoying runaway success with OneCockpit and has continued the momentum with version 2 of the service, released within three months of the initial launch.  Continue reading NextiraOne Boosts Flagship OneCockpit Monitoring and Management service

Vocalcom Introduces its Next-generation of Contact Center Software Solutions

The new solutions which include innovations in mobile and social engagement, rich customer interaction to create meaningful, real time customer connections and power optimal customer experiences can help businesses more effectively manage customer experiences in an always-on world. These advancements drive improvements in customer satisfaction, agent productivity, and cost-savings throughout contact center operations. The new release of Vocalcom contact center software allows you to deliver revolutionary customer service from anywhere, anytime, on any device.  Continue reading Vocalcom Introduces its Next-generation of Contact Center Software Solutions

Southwark Council transforms customer service with new Avaya contact centre technology from Sabio

Avaya LogoSouthwark Council has selected Sabio, the specialist customer service technology systems integrator, to deploy an advanced Avaya communications platform solution for the Council’s new in-house contact centre in Peckham. Since the contact centre’s recent successful launch, the Sabio solution has helped Southwark Council secure significant operational performance and service quality improvements, including a 15% improvement in agent resourcing, a 50% reduction in wait times, and almost 80% of calls now resolved at First Point of Contact.  Continue reading Southwark Council transforms customer service with new Avaya contact centre technology from Sabio

Uptivity Introduces Contact Center Gamification Solution

Uptivity (formerly CallCopy), a leading provider of workforce optimization (WFO) solutions, has launched a new gamification system as part of the Uptivity Discover Suite 5.3, the latest version of the company’s award-winning WFO platform. The gamification feature allows contact center leadership to create games and rewards that motivate high performance, engage agents and align contact center operations with organizational goals.  Continue reading Uptivity Introduces Contact Center Gamification Solution

Unify enhances OpenScape contact center suite

Building on its strong history of delivering superior contact center solutions, Unify, formerly known as Siemens Enterprise Communications, today announced a number of new features and enhancements to the OpenScape Contact Center Suite, delivering improved efficiency and flexibility through expanded support for major mobile devices, tighter social media integration and improved analytics.  Continue reading Unify enhances OpenScape contact center suite

Genesys Contact Center Solution Achieves Microsoft Lync 2013 Qualification

Geneys_logoGenesys, a leading provider of customer experience and contact center solutions announced that it has achieved Microsoft Lync 2013 qualification. The Microsoft Lync Independent Software Vendor (ISV) qualification program is designed to help ensure that qualified applications from Microsoft Partners meet customer expectations for specific scenarios. With third party testing, the program defines specific requirements for interoperability with Lync Server, installation, set-up and configuration, documentation, and support. With the latest Lync 2013 qualification, Genesys continues to enable Lync customers to unify their contact center interactions and enterprise unified communications.  Continue reading Genesys Contact Center Solution Achieves Microsoft Lync 2013 Qualification