PRESS RELEASE: eGain, the leading provider of cloud customer engagement solutions announced that Gartner has added the company to its May 2017 “Magic Quadrant for CRM Customer Engagement Center.” Continue reading eGain debuts in the Magic Quadrant for CRM Customer Engagement Center
Category Archives: Technology
Serenova and Calabrio Announce Strategic Partnership to Offer Contact Center Management and Workforce Optimization Together in AWS
Serenova, the most globally scalable contact center-as-a-service (CCaaS) provider, and Calabrio, a leading provider of customer engagement and analytics software announced a strategic partnership in which Serenova will resell Calabrio’s Workforce Optimization (WFO) software offering. Continue reading Serenova and Calabrio Announce Strategic Partnership to Offer Contact Center Management and Workforce Optimization Together in AWS
Bright Pattern Unveils Omnichannel Communications for ServiceNow
PRESS RELEASE: Bright Pattern announced the launch of pre-built applications within the ServiceNow platform, providing seamless customer conversations using voice, video and digital channels all out-of-the-box. This powerful application comprises of two applications; Omnichannel Customer Contact and Expert Assistance, which can be customized to fit unique organizational workflows and accommodate a wide set of business processes using the omnichannel scenario builder. Continue reading Bright Pattern Unveils Omnichannel Communications for ServiceNow
NICE Launches Digital Containment Solution Allowing Organizations to Move from Managing Channels to Managing Journeys
NICE introduced Digital Containment, a powerful solution for Digital Transformation initiatives, which improves customer experience and self-service customer interactions over digital interaction channels by leveraging in-depth multi-channel journey analytics. The consumer insights obtained through advanced algorithms are key to mitigating digital channel pain points in order to reinvent customer service and increase contact center cost-effectiveness. Continue reading NICE Launches Digital Containment Solution Allowing Organizations to Move from Managing Channels to Managing Journeys
BroadSoft launches BroadCloud PaaS
BroadSoft announced the commercial availability of BroadCloud Platform-as-a-Service (PaaS). BroadCloud PaaS is a managed cloud infrastructure enabling service providers to rapidly bring the innovative BroadSoft Business cloud applications to market. The BroadCloud PaaS platform provides control over customizations, integrations, and optimizes capital expenditure (CAPEX) and operational expenditure (OPEX) as the infrastructure resides within BroadSoft carrier-class data centers. Continue reading BroadSoft launches BroadCloud PaaS
Fuze Announces Deeper Connectivity with inContact
PRESS RELEASE: Fuze, the leading provider of cloud-based communications solutions for the modern global enterprise announced a series of new product integrations with inContact Customer Interaction Cloud, which improve the user experience for global contact centers. The integrations are available for both new and current customers, and are designed to reduce complexity, enhance caller experience, and provide the highest quality of connectivity for agents. Continue reading Fuze Announces Deeper Connectivity with inContact