Category Archives: Technology

Vocalcom Break Boundaries, Bringing Big Data and Powerful Mobile Customer Engagement Apps to its Contact Center Software Suite

PRESS RELEASE: Vocalcom, world leader in contact centre software solutions, is announcing today that it has partnered with TapCrowd, an innovative mobile apps platform, creating the opportunity to simultaneously power intuitive mobile customer experiences and radically improve contact centre performance. Continue reading Vocalcom Break Boundaries, Bringing Big Data and Powerful Mobile Customer Engagement Apps to its Contact Center Software Suite

U.S. Bank Expands Mobile App Pilot Using Voice Biometrics to Access Credit Card Account

U.S. Bank employees are piloting software that lets customers speak a simple passphrase, such as “my voice is my password” to access a credit card account on a mobile device. The feature – called voice biometrics – allows select credit card customers to use their voice to login with a spoken passphrase so they can access their account balances, search transactions and make a payment on their account in the mobile app. Continue reading U.S. Bank Expands Mobile App Pilot Using Voice Biometrics to Access Credit Card Account

Promero Announces New Speech Analytics On Demand Program with CallMiner

Promero, Inc., a leading reseller and hosting provider of call center software announced a new Speech Analytics On Demand program. The new program gives contact centers the ability to maximize call center agent performance and immediately improve business by using Promero’s hosted speech analytics solution that is affordable, scalable and easy to implement. Continue reading Promero Announces New Speech Analytics On Demand Program with CallMiner

Mitel Simplifies How Businesses Connect With Customers in Latest Release of MiContact Center

Mitel® unveiled its seventh-generation contact center solution to help businesses simplify how they interact with their customers via popular new contact options. MiContact Center 7.0 includes mobile chat and self-service features as well as outbound capabilities that are designed to boost sales and drive lead generation. Continue reading Mitel Simplifies How Businesses Connect With Customers in Latest Release of MiContact Center

LumenVox Announces Release of Speech Product Suite Version 12.1

LumenVox is happy to announce the immediate availability of version 12.1 of our Automatic Speech Recognizer (ASR), Text-to-Speech (TTS) Server, and Speech Tuner. The software is available for immediate download. Improvements were made across all products to make LumenVox 12.1 easier to install, configure, operate, and develop for. We recommend that current customers arrange an upgrade as soon as possible. Continue reading LumenVox Announces Release of Speech Product Suite Version 12.1

Global Blue selects multi-channel and customer experience desktop from mplsystems

Global Blue, the experts in international shopping and spending, has selected mplsystems to transform its network of multilingual contact centres, providing multi-channel contact technology and an intelligent desktop solution. Global Blue’s customer service operation handles inbound and outbound calls, and emails from some 270,000 travelling shoppers in over 40 countries. Continue reading Global Blue selects multi-channel and customer experience desktop from mplsystems

Enghouse Interactive Enhances its Cloud-based Contact Center Service Provider Platform

EnghouseEnghouse Interactive, developer of the most comprehensive portfolio of unified communications and call center solutions, announced the delivery of version 6.1.2 of its Enghouse Contact Center Service Provider or CCSP (formerly CosmoCall Universe), a platform that enables Cloud based contact center applications. Continue reading Enghouse Interactive Enhances its Cloud-based Contact Center Service Provider Platform

Bright Pattern cloud contact center software powers Zoyto through severe weather in Texas

In late January, the National Weather Service issued a winter storm watch for 23 counties in Texas; the same storm system that ultimately debilitated Atlanta, Georgia, was bearing down on the Lone Star State and forcing school and business closures. But Zoyto, a logistics and fulfillment company based in Houston, was unconcerned, and with some management forethought, the company never lost a minute of productivity, because they use Bright Pattern’s next generation virtual contact center solution. Continue reading Bright Pattern cloud contact center software powers Zoyto through severe weather in Texas

Razorsight Launches First Real-Time Analytics on Smartphones

Razorsight introduced the Communications and Media industry’s first real-time predictive analytics. The innovative new real-time analytics via smartphone delivers significant gains in customer experience management and customer lifetime value (CLV): For the first time, senior executives at Communications and Media companies can instantly view a ranking of highest likely churn by regions, markets or even cell sites for the upcoming week, month or quarter – all from their smartphones. Continue reading Razorsight Launches First Real-Time Analytics on Smartphones

Avaya Unveils Technology Firsts at the Sochi 2014 Olympic Winter Games

Avaya LogoAthletes, fans, media, officials and volunteers have descended on Sochi, where organizers anticipate the Sochi 2014 Olympic Winter Games to be the most connected Olympic Winter Games in history. As the Official Supplier of Network Equipment to Sochi 2014, Avaya is providing a full communications experience to more than 40,000 Olympic Family members while interconnecting 11 competition venues, three Olympic Villages, Media Centers, Celebration Centers, Data Centers and Technology Operating Centers. Continue reading Avaya Unveils Technology Firsts at the Sochi 2014 Olympic Winter Games

Interactive Intelligence Customer Interaction Center® Achieves Certified Integration with SAP® CRM

ININ logoInteractive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, has achieved certified integration of its all-in-one Customer Interaction Center™ (CIC) software suite with the SAP® Customer Relationship Management (SAP CRM) application. Continue reading Interactive Intelligence Customer Interaction Center® Achieves Certified Integration with SAP® CRM

Students Connect with Campus Services Using Smartphones

Jacada, Inc., and Vocantas announce that Visual IVR capabilities are now available with Vocantas’ Scaller solution. Colleges and Universities that are committed to student success and want to improve student retention results can take advantage of the proven successful Scaller student outreach solution now available as a graphic menu on a mobile device. Continue reading Students Connect with Campus Services Using Smartphones