PRESS RELEASE: AltiGen Communications announces that its cloud contact center solution, MaxACD with Hosted Skype for Business has been successfully deployed by Madison Mutual Insurance Company, an insurance provider serving customers in Illinois, Missouri, Wisconsin, and Indiana. Prior to this implementation, Madison Mutual relied on MaxACD for their call center needs, but struggled with the management demands of an on premises deployment of Lync 2010. Continue reading AltiGen Delivers Madison Mutual Insurance Company Lower Total Cost of Ownership and Simplified Management With Hosted Skype for Business and MaxACD Solutions
All posts by Sam Heggie-Collins
Bright Pattern Delivers CTI Integration with Oracle RightNow
Bright Pattern’s CTI Integration with Oracle RightNow completes the omnichannel experience by enabling voice communication. It is fully embedded into the RightNow application and is available from the cloud as a SaaS product. The integration of Oracle RightNow CRM with Bright Pattern cloud contact center drives agent productivity, improves customer experience, and reduces agent load with automated communication workflows. Continue reading Bright Pattern Delivers CTI Integration with Oracle RightNow
Two senior appointments for growing Call Intelligence specialist
PRESS RELEASE: Manchester-based ResponseTap – Europe’s leading Call Intelligence specialist – is preparing for its next phase of growth with two senior hires. Continue reading Two senior appointments for growing Call Intelligence specialist
Technology is essential, but no danger of humans being replaced by AI, says Aquarium
PRESS RELEASE: Contact centre management specialist Aquarium Software, believes that Artificial Intelligence (AI) is unlikely to replace humans any time soon, so contact centre staff need to brush up on their humanoid interpersonal skills, alongside rapid technology developments. While anticipating that AI can and will increasingly undertake many roles humans now perform, Aquarium asserts that the desire for humans to have meaningful and spontaneous interaction with other people, is going to ensure many contact centre operatives retain their jobs. Continue reading Technology is essential, but no danger of humans being replaced by AI, says Aquarium
TeleTech Awarded General Services Administration (GSA) Information Technology (IT) Schedule 70 Contract
PRESS RELEASE: TeleTech received a General Services Administration (GSA) Information Technology (IT) Schedule 70 Contract award in the final quarter of the government’s fiscal year 2016. The company’s customer experience solutions, offered through TeleTech Technology, are now available to federal, state, and local government buyers through GSA IT Schedule Contract Number GS-35F-151GA. Continue reading TeleTech Awarded General Services Administration (GSA) Information Technology (IT) Schedule 70 Contract
EarthBend Offers Cloud Contact Center
PRESS RELEASE: Enghouse Interactive announced that EarthBend Cloud Contact Center, a cloud service offering based on Enghouse Interactive Contact Center: Service Provider (CCSP), has deployed version 7.2. CCSP is purpose-built for cloud computing, and ideally-suited for service providers. Capitalizing on the global shift from outdated legacy systems, which required prohibitive capital expenditures, EarthBend’s Cloud Contact center provides the shift to an operating expense-based pricing model that complements the need for flexibility and scalability. Continue reading EarthBend Offers Cloud Contact Center