Dialpad, the pure-cloud business communications provider announced the launch of Call Center, a new and modern take on call centre software. Built on the Google Cloud Platform, Call Center removes the complexity of traditional call centres with its software platform that helps small and medium-sized businesses cost-effectively turn an often frustrating experience into an opportunity to create remarkable customer experiences and build brand loyalty. Continue reading Dialpad Launches Call Center to Help Modern Businesses Build a Superior Customer Experience →

InGenius®, a computer telephony integration innovator, is pleased to announce that InGenius Connector Enterprise 6.0 is now rated “Avaya compliant” for the Avaya IP Office phone platform. InGenius enables a connection between Avaya telephony and leading CRMs that is easily adaptable to different business processes. Continue reading InGenius Support for Avaya IP Office Receives “Avaya Compliant” rating →

CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced that the company has made significant enhancements to its cloud-based customer engagement analytics platform, CallMiner Eureka, to increase speed to intelligence, reliability, and scaling capabilities. Continue reading New Analytics Engine Delivers Fastest Intelligence from Customer Interactions at Scale →

Verint® announced new customer self-service capabilities, including intelligent virtual assistants and enterprise chatbots powered by an open, modular Artificial Intelligence engine. Verint is a recognized leader and innovator with a broad portfolio of self-service solutions, including IVAs, voice self-service (IVR), web self-service and customer communities, all powered by knowledge management to drive consistent experiences across channels. Continue reading Verint Launches New Intelligent Customer Self-Service Capabilities →

Enghouse Interactive, a leading developer of a comprehensive portfolio of contact centre software and services, announced that Mitel has certified Enghouse Interactive’s Quality Management Suite version 7.1 for MiVoice Business 8.0 SP1, MiVoice Border Gateway 10.0 and its Secure Resource Connector (MBG/SRC). Continue reading Enghouse Interactive Quality Management Suite Now Mitel Certified →

Genesys® announced that its omni-channel routing engine has been integrated with Salesforce Service Cloud Lightning to enable advanced customer routing capabilities. Now through the omni-channel orchestration of Genesys, joint customers benefit from the capability to manage and automate the customer journey across phone, email, web chat and text. Continue reading Genesys Fuels Advanced Omni-Channel Routing with New Salesforce Integration →