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SpeechCycle, a provider of customer interaction solutions, announced today that it was has partnered with Novauris Technologies, a provider of speech recognition technology, to offer fast speech recognition from large sets of data in SpeechCycle’s LevelOne Agents speech products. Leveraging Robust Voice Tech This partnership will allow SpeechCycle’s products to leverage Novauris NovaSearch core automatic […]

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West Interactive, a provider of contact center solutions, announced this morning that they have partnered with Syclo, a provider of enterprise software for mobile devices, to build and manage self-service applications for mobile devices. The company will offer mobile applications that leverage Syclo’s Agentry 6.0 mobile framework to conduct transactions such as appointment scheduling, payment, […]

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Julius Genachowski, chairman of the Federal Communications Commission, announced yesterday that a new coalition of call center companies and organizations called Jobs4America will commit to creating 100,000 jobs within the next two years. Jobs4America includes the American Teleservices Association, ACCENT, Alpine Access, Sprint Nextel, and other call center industry companies. 13,000 of the jobs were […]

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Do your agents compete against each other, each trying to see who can be more efficient and productive? Do they take every chance to sabotage others’ progress so that they can earn promotions for themselves? Are your sales, legal, and administrative departments constantly at odds with each other, unable to understand why the other departments […]

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NICE Systems announced on Tuesday that they are leading the workforce management, quality monitoring, and contact center analytics market segments according to market share. The information was reported by research firm Frost & Sullivan in a report entitled North American Contact Center Systems Market. The company tied for top position in the contact center analytics […]

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It’s a fact. People are working with people in other countries, in other cultures, with different worldviews. Global communications  isn’t just being able to speak a language; it’s the culture, the unspoken values, the subtle cues, the assumptions, and the way people live. For the global contact center, the business using an offshore call center, […]

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The Contact Center Association of the Phillipines announced that the Filipino contact industry could double growth in the next 5 years. The target growth rate is a compounded annual rate of 15 percent, with revenue reaching $14.7 billion and employed contact center workers reaching 816,000 by 2016. More specifically, the CCAP estimates $7.1 billion in […]

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Yes, I know how pointless it is to try and figure out what things will look like in the future. No one can predict the future because things are always changing in ways that we do not know or anticipate. No one has perfect vision and no one can have the awareness of the disparate […]

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This morning, Oracle announced that it is acquiring InQuira, a knowledge management software provider specializing in web self-service and agent service knowledge. Oracle did not disclose the financials of the deal, suggesting that the amount was not significant. Oracle expects the proposed acquisition to close by Fall of this year. Both companies will continue independent […]

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How many people are too focused on the mechanical aspects of queues and don’t focus on the softer psychological aspects? You could be missing out on valuable insights that could be employed to increase customer satisfaction. Many call center managers view reducing wait time as an end in itself. It isn’t. Then end goal is […]

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