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The value of delivering a great customer experience takes center stage INDIANAPOLIS (June 18, 2013) – Interactive Intelligence Group Inc. (Nasdaq: ININ) had record attendance at its annual global Interactions 2013 conference, drawing 1,800-plus attendees from 35 countries. The company, which provides unified IP business communications software and services to enterprises and contact centers worldwide, […]

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Interaction Dialer® 4.0 sets new standard for answering machine detection rate; delivers improved ease-of-use, simplified management, and more effective execution of campaigns INDIANAPOLIS (October 22, 2012) – Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications solutions, has released a major upgrade to its predictive dialer software, Interaction Dialer®. This […]

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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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Indosoft, a provider of contact center software and technology solutions, announced that Advanced Communications Group, a call center service provider, has deployed Q-Suite contact center software. This software provides ACG with an advanced Call Center Automatic Call Distributor that is capable of skills based routing, queue prioritization, and a graphical Interactive Voice Response builder 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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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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Calabrio, Inc., recently released an all new design of its Web 2.0-based Calabrio ONE enterprise software suite. This solution is the first workplace optimization suite to draw on proven techniques of the social web to deliver tools that are flexible yet simple to support. A hallmark of the Calabrio ONE suite is their personalized dashboard […]

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Alternate Access, recently installed a Wave IP 2500 (TM) phone system at the office of Chapel Hill, N.C.-based Management Services On-Call. The phone system provides them with comprehensive call center capabilities, enabling its staff of nearly 30 to manage client call flow through such features as call queues. With this new implementation, Management Services On-Call […]

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