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QPC to rollout new workforce management system for Service SA

call-centerbanQPC has begun the rollout of a new telephony and workforce management system for Service SA. The platform is based on Genesys PureConnect powered by Customer Interaction Center (CIC). It will serve the agency's 20 customer service shopfronts as well as its central contact centre.

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Kustomer Partners with Talkdesk to Provide Integrated Call Center and Voice Functionality

Sin títuloNEW YORK, Feb, 2017 - Kustomer, the new leader in CRM for support teams today announced a global partnership and integration with Talkdesk, a leading contact center software provider. Companies can now seamlessly utilize the powerful, award-winning cloud-based call-center capabilities of Talkdesk to seamlessly integrate call activity from support teams and voice functionality directly inside the Kustomer platform.

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Frost & Sullivan Commends inConcert for Pioneering Leading-edge Solutions for the Latin American Contact Center Applications Market

frosincinConcert continuously enhances its proprietary features and functionality to enrich user experience and expand the use cases for its all-in-one, dual contact center solution

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Jabra offers market first Cisco Finesse contact center headset integration

jabraLOWELL, Mass., Jan. 28, 2017 - Audio and communications technology specialist Jabra is an initial contact center headset supplier integrating its professional audio portfolio with the Cisco Finesse platform. Jabra now offers customizable control box functions through the new Jabra Contact Center Agent App for systems running on the Cisco Finesse servers*.

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Agro aid through the wire

agro.telefono111When it comes to seeking agricultural advice, most farmers in Bangladesh’s rural countryside still prefer the age-old style – learning from the elders. Agricultural advice flies free in the village tea shops under the banyan tree, or in the courtyard of the matobbor (wise man in village).

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TELUS Finds Success with Cloud Contact Center based on Enghouse Interactive

enghouse33PHOENIX, AZ--(Marketwired - Jan 16, 2017) - Enghouse Interactive, a leading developer of a comprehensive portfolio of contact center software and services, today announced the availability of TELUS, which details how they better service business customers with Contact Center: Service Provider (CCSP).

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Genesys and InfoArmor Show How to Move to a Cloud Contact Center in 3 Easy Steps

Genesys HQSAN FRANCISCO, Oct. 19, 2016 – Genesys, the market leader in omnichannel customer experience and cloud contact center solutions, is hosting a live webinar on October 26 that provides a blueprint for businesses looking to migrate to a contact center as a service solution.

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The need for a reliable and convenient mobile security solution

trustmobileThe rise of smartphones, tablets and wearables has been dramatic; these mobile devices have changed the way we communicate, work, shop, bank and pay. And at the heart of the mobile experience is the app. According to eMarketer, consumers will this year spend an average of three hours a day using their smartphones, and 87% of that time will be spent using apps.

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Tenacity Receives 2016 CUSTOMER Contact Center Technology Award

tenacitySEATTLE, Oct. 12, 2016 -- Tenacity announced today that TMC, a global, integrated media company, has named Tenaity's retention-as-a-service platform as a 2016 Contact Center Technology Award winner, presented by CUSTOMER magazine.

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KDDI Evolva to Build Contact Center Platform on Avaya Breeze to Offer as a Cloud Service to Enterprises

engtop contentslink 02TOKYO, December 19, 2016 - KDDI Evolva, one of Japan's leading call-center service providers, has announced today an agreement with Avaya, a global leader in enterprise communications software, systems and services, to use the Avaya Breeze™ application development platform to transform its contact center offerings. KDDI Evolva will develop a next-generation contact center platform that can support omni-channel communications and offer it to enterprises as a cloud service.

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Genesys Named a Leader in Contact Center Interaction Management by Independent Research Firm English

customer-journey-transformation-graphicMIAMI, Oct. 4, 2016 - Genesys® , the market leader in omnichannel customer experience and contact center solutions, announced at the opening day of its annual Genesys G-Force 2016 user event that it has been recognized as a "Leader" in two new reports from Forrester Research.

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Hyperwallet to offer 24/7 call centre support

hyperwaHyperwallet, a leading global payouts provider to millions of independent workers, today revealed that it will begin offering 24/7 contact center support early next year.

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Cisco, Salesforce enter strategic alliance

cisco1Cisco and Salesforce entered into a strategic alliance through which they will offer integrated products to businesses. The two companies will jointly develop and market products that join Cisco’s collaboration, IoT and contact centre platforms with Salesforce Sales Cloud, IoT Cloud and Service Cloud.

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Machine learning will scale personalised customer interactions: Flamingo

elearningFlamingo, an ASX-listed artificial intelligence company that develops conversational commerce agents for financial organizations, will be ramping up its expansion efforts with a newfound focus on the Asia-Pacific market, as well as new industry verticals such as healthcare.

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Clarity Connect™ cloud contact center solution for Office 365 and Skype for Business is now available

Sin títuloCHICAGO, Sept. 27, 2016 - Clarity announced the launch of its new Clarity Connect™ cloud contact center solution for Office 365 and Skype for Business today. Clarity Connect clients can now gain all the advantages of a cloud contact center while still taking advantage of their investments in Office 365 or Skype for Business.

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Genesys Completes Acquisition of Interactive Intelligence to Create World's Leading Omnichannel Customer Experience Solutions Company

genesysinterSAN FRANCISCO, Dec. 1, 2016 - Genesys® (, the global leader in omnichannel customer experience and contact center solutions, has completed its previously announced acquisition of Interactive Intelligence.

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Liquid Voice enhances flexibility and quality management processes for the contact centre with Smart Interactions

Call center8Liquid Voice has launched Smart Interactions, an innovative new contact centre quality management platform. Built from the ground up to meet the rapidly evolving contact centre market, Smart Interactions is modular and includes speech analytics and agent engagement tools to help centre managers deliver more effective training and meet key customer satisfaction metrics.

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Verint Announces Acquisition of OpinionLab

verintEnables Organizations to Capture, Analyze and Act on the Voice of the Customer Across Digital, Voice, Text and Social Interactions.

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Clarity Connect Listed by Gartner as Representative Vendor in Skype for Business Contact Center Industry

SkypeforBusinessCHICAGO, Aug. 18, 2016 - Clarity Connect has been identified as a representative vendor in the Skype for Business contact center industry according to Gartner's recent Market Guide for Microsoft Skype for Business Contact Center Partners1.

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Enghouse Systems Acquires Presence Technology

enghouse1Spanish Company Expands Enghouse Contact Center Presence into New Markets

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Frost & Sullivan applauds Interactive Intelligence for Incorporating Omnichannel Capabilities

Maiara MunhozMOUNTAIN VIEW, Calif., Aug. 2016 - Based on its recent analysis of the hosted and cloud contact center industry, Frost & Sullivan recognizes Interactive Intelligence with the 2016 Brazilian Frost & Sullivan Award for Visionary Innovation Leadership. Interactive Intelligence has been a top competitor in the Brazilian cloud contact center market ever since it established a footprint in Latin America in 2011.

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