Monthly Archives: May 2014

Uncategorized

Webinar Recording: GE Capital – What price do you put on customer loyalty?

EnghousePRESS RELEASE: Customers are the lifeblood of any organisation and should be at the heart of everything you and your employees do. Join GE Capital, the leading commercial finance solutions provider, and Enghouse Interactive as they explore the best practices to keep customers loyal and how to consistently manage and measure the customer journey from initial enquiry to fulfilment to create a truly Customer Centric Enterprise.

Continue reading Webinar Recording: GE Capital – What price do you put on customer loyalty? →

Technology, Who's Buying What?

Isle of Man Government Enhances Citizen Interaction and Internal Efficiency Using Firmstep’s AchieveForms

PRESS RELEASE: The Isle of Man Government is improving its engagement with citizens and boosting efficiency in its internal operations using AchieveForms, the intelligent Web forms solution from Firmstep. Continue reading Isle of Man Government Enhances Citizen Interaction and Internal Efficiency Using Firmstep’s AchieveForms →

Technology

Sytel Install 1000th Call Center Agent Seat in Turkey

PRESS RELEASE: Sytel Limited, a leading global vendor of contact center solutions, has announced the installation of their 1000th agent seat in Turkey, at T-Bilgi in Istanbul. Sytel supplies a communications platform, Softdial Contact Center™ (SCC) which delivers inbound, outbound and multimedia capability, via a network of local reseller and integration partners. Sytel is winning a substantial share in the demanding Turkish market, via integration partner Intelitel. Continue reading Sytel Install 1000th Call Center Agent Seat in Turkey →

Technology

Evolve IP Attains VMware vCloud® Powered Validation

PRESS RELEASE: Evolve IP, The Cloud Services Company™, today announced that its virtual private cloud service has achieved VMware vCloud® Powered status, demonstrating that the company’s award-winning cloud services are supported by VMware’s leading virtualization and cloud computing technology, namely VMware vSphere® and VMware vCloud Director®. Continue reading Evolve IP Attains VMware vCloud® Powered Validation →

Technology

Calabrio Expands ACD Integrations with Avaya Aura Contact Center

PRESS RELEASE: Calabrio, a leading provider of contact centre workforce optimization (WFO) and analytics software announced continued expansion of its award-winning Calabrio ONE Workforce Optimization Suite in the Avaya marketplace by directly integrating its software with the Avaya Aura Contact Center (AACC), including the Communications Server 1000 platform. Continue reading Calabrio Expands ACD Integrations with Avaya Aura Contact Center →

Awards, Technology

AMC Technology is the 2014 recipient of The Innovation in Utilization Award from the Richmond Technology Council

PRESS RELEASE: AMC Technology, L.L.C., a global leader in multi-channel contact center integration software, is pleased to be the 2014 recipient of The Innovation in Utilization Award from the Richmond Technology Council. The Innovation in Utilization Award is given to the company or organization whose creative use of existing technology enhances processes, methodologies and/or services for theirs or others benefit. Continue reading AMC Technology is the 2014 recipient of The Innovation in Utilization Award from the Richmond Technology Council →

Uncategorized

3C Contact Services Incorporates Wonderlic Testing into Agent Screening Process

PRESS RELEASE: 3C Contact Services, North America’s premier cost-effective provider of contact center solutions for small- and medium-sized businesses, is pleased to announce that it has begun incorporating the Wonderlic Cognitive Ability Test into its agent screening process to better serve its rapidly expanding customer base. Continue reading 3C Contact Services Incorporates Wonderlic Testing into Agent Screening Process →

Product Launch, Technology

Genesys Introduces New Cloud-Based Expert Services to Further Enhance Customer Experience Investments

Geneys_logoPRESS RELEASE: Genesys at G-Force New Orleans introduced Genesys Guru, a new portfolio of cloud-based expert services that help customers realize the full power of their investments in the Genesys Customer Experience Platform, with initial offerings focused on Workforce Optimization (WFO). Genesys Guru offers customers expert services to identify, analyze and optimize business processes and workforce issues that may jeopardize their customer experience, impact their ability to meet regulatory requirements, or delay their time to value with their technology investments. Continue reading Genesys Introduces New Cloud-Based Expert Services to Further Enhance Customer Experience Investments →

Awards, Technology

Verint Receives Industry Honors for Technology Leadership and Customer Centricity

Verint LogoPRESS RELEASE: Verint® Systems Inc. announced that it has received several recognitions from Technology Marketing Corporation (TMC) publications—CUSTOMER and Internet Telephony—for its Workforce Optimization (WFO) software. The organization also was named to KMWorld’s list of “100 Companies that Matter in Knowledge Management.” Verint’s position in the Knowledge Management market was bolstered by its recent acquisition of KANA® Software, a recognized leader in knowledge management solutions for customer service. These honors reinforce Verint’s focus on technology-driven innovation and customer engagement optimization excellence. Continue reading Verint Receives Industry Honors for Technology Leadership and Customer Centricity →

Acquisitions & Mergers, Technology

Moxie Acquires SimplyBox’s Real-Time, In-Context Technology; Extends Its Capabilities To Change The Way Digital Commerce Is Done

Following the announcement of Rebecca Ward as president and CEO, Moxie Software, Inc. today announced that it has acquired the technology from SimplyBox, Inc. The acquisition will further extend the capabilities of Moxie allowing enterprises to anticipate customer intent, connect with customers in real-time and engage using the most appropriate communication channel across devices. Continue reading Moxie Acquires SimplyBox’s Real-Time, In-Context Technology; Extends Its Capabilities To Change The Way Digital Commerce Is Done →

Product Launch, Technology

Huawei Launches eSpace Contact Center Solutions Certified for SAP CRM for Enterprise Customers

PRESS RELEASE: Huawei announced the launch of eSpace Contact Center solutions for enterprise customers, which are certified for SAP® Customer Relationship Management (SAP CRM). The eSpace Contact Center empowers customers to move toward a customer contact center architecture, offering sales, marketing, and service information and insights and providing high-quality customer experiences, enhanced customer interaction, and more efficient service. Continue reading Huawei Launches eSpace Contact Center Solutions Certified for SAP CRM for Enterprise Customers →

Awards, Technology

Genesys Positioned as a Leader by Gartner in 2014 Magic Quadrant for Contact Center Infrastructure

Geneys_logoPRESS RELEASE: Genesys announced the company has again been positioned as a “Leader” in the “Magic Quadrant for Contact Center Infrastructure” report by Gartner, Inc. The Gartner Magic Quadrant report evaluates contact center vendors on their completeness of vision and ability to execute. Based upon Gartner’s independent analysis, vendors are placed within one of four quadrants: visionaries, niche players, challengers and leaders. The year 2014 marks the sixth consecutive year that Genesys has been named a worldwide Leader for Contact Center Infrastructure. Continue reading Genesys Positioned as a Leader by Gartner in 2014 Magic Quadrant for Contact Center Infrastructure →