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Accelerated early adoption rate underscores SMB’s mobility needs DALLAS (September 08, 2011) – Fonality, North America’s fastest growing business communications company, today announced the general availability of Fonality Heads Up Display (HUD) Mobile. More than 6,000 users have already purchased Fonality services to access the application. Purpose-built for the unique needs of small- and mid-size […]

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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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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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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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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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Noble Systems, a provider of contact center solutions, announced today that they were awarded the 2011 IP Contact Center Technology Pioneer Award issued by Customer Interaction Solutions magazine. The award was given specifically for Noble Enterprise Hosted, Noble’s cloud-based hosted call center platform. Noble’s software is tailored towards enterprises with a mix of mobile, call […]

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Summer’s in the air and that means it’s ripe time for marriages and acquisitions in the tech industry. The latest news–Verint, a provider of business and customer analytics, is acquiring Vovici, an enterprise feedback solutions provider for $60 million. Verint will incorporate Vovici’s EFM technology into its Voice of the Customer analytics platform. This acquisition […]

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inContact, a provider of call center software, announced today that a major Fortune 500 wireless communications company reached a deal with inContact to provide sales and service process unification for 200 agents spread over 14 European facilities. inContact did not reveal the name of the client. The company is intending to use the inContact’s cloud […]

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