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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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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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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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Veritape, a provider of call recording solutions, recently announced a partnership with ExoIS, an information security and compliance firm, to make its CallGuard call center security technology a core piece of the ExoIS PeepSafe portal. Maintaining call center security is challenging for managers because of high staff turnover rates and multivector threats coming from different […]

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The conversations your call center agents are having with customers may be a valuable source of information you’re ignoring. Are you making the most of interactions by learning from your customers? Are you able to monitor what they are saying and see the patterns in the data? Speech analytics has significant benefits for every aspect […]

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How do you ensure quality in your contact center? How do you understand what happens every day between agents and customers in your call center? For most contact center managers, contact center call recording is an integral piece of call monitoring and quality management. Trends such as multichannel integration and HD Voice are changing how […]

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Do you schedule your workers through a spreadsheet? Is the full extent of your workforce management software an Excel file? You may be losing a huge amount of money through an under-optimized call center workforce. Today’s cloud computing wave of services has also touched the workforce management sphere. This allows even small businesses to take […]

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