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So you finally have your call center up and running. Everything is buzzing along smoothly with phone, email, and chat all accounted for.  But wait, you might be missing an important piece. A piece that your customers spends 6 hours on. Are you there with them? The Missing Piece According to a December 2009 report […]

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Red River, a provider of IT solutions to help government and private entities optimize processes, announced the introduction of Red River Telework Kits. These kits allow employees to work remotely and effectively. The kits are customizable and contain everything necessary to support teleworking. In addition to a phone, some of the things that can be […]

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Balancing service and cost is always a difficult task. Some could argue it’s the most difficult to do. Consider the following:  You are the manager of your division. The CEO wants you to cut costs–sales are slow and the economy is puzzling physicists worldwide with its similarity to a black hole. The CEO tells you, […]

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Think your call center performance doesn’t matter? Do you put customer service on the periphery of your priorities?  According to Purdue University, 92% of customers form their opinion about company based on their call center. Bain Consulting found that 90% of business executives see customer service as integral to future success yet the same study […]

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Five9, a provider of cloud based call center software, is planning to offer a more comprehensive cloud based call center solution to serve the needs of its larger customers better.  Five9 has partnered with NICE Systems, a provider of intent based solutions that enable organizations to improve business and operation performance through cross-channel analytics, to […]

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Fonality seems to be North America’s fastest growing business communications company as they recently announced their one billionth contact center phone call. This huge milestone reflects over 4,800 deployments as the adoption of Fonality’s cloud-based contact center solutions continue to change how fast-growing businesses deliver excellent customer service. Fonality is deployed across a variety of […]

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inContact recently announced that an expanding U.S. based outsourcer has selected their inContact solution to best serve its growing industry clientele. inContact is a provider of on-demand call center software and call center agent optimization tools helping around the globe to create profitable customer experiences with a powerful portfolio of cloud-based contact center software solutions. […]

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Ameyo is becoming the technology platform that is helping to create successful telemarketing processes of Positive Response Telemarketing Agency, or PRTA, in Australia. Ameyo is an IP-based call center solution from Drishti-Soft Solutions in India. With Ameyo, PRTA not only achieve automation of outbound processes but also reduced the turnaround time for each new campaign […]

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Enghouse Systems Limited recently announced an agreement with Syntellect, Inc., a wholly owned subsidiary of Enghouse, to acquire the business and operations of CosmoCom, Inc. for a cash price of $20,000,000, subject to certain adjustments. CosmoCom’s annual revenues for fiscal year 2010 were approximately $17,600,000. The agreement is subject to customary conditions at its completion. […]

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AMC Technology, LLC, is a global provider of multi-channel contact center integration software. Recently, they’ve announced successful re-certification with SAP for the several connectors within its solution suite. These connectors include AMC Telephony Connector for Cisco ICM and AMC Telephony Connector for Cisco UCCX. Connectors for the MCIS 5.3 product recently achieved “Certified for SAP […]

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