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CRM
February 24, 2012
Leonard Klie |
Aspect Inks a UC Distribution Deal with Dell Dell Services will deliver Aspect's unified communications solutions for next-generation customer contact centers.   |
CRM
April 2005
Jason Compton |
The 2005 Service Excellence Award An aggressive integrator, Concerto Software orchestrates streamlined call center operations in 2005. |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Contact Center Infrastructure For starters, many companies operating multiple contact centers are looking to centralize their infrastructures around single Internet-based communications and collaboration platforms, according to research firm Gartner. |
CRM
April 2008
Christopher Musico |
The 2008 CRM Service Awards: Workforce Optimization Suite Consolidation is all the rage in workforce optimization; Verint Systems takes the "optimal" spot. |
CRM
June 10, 2015 |
Fonolo and Aspect Partner to Bring Multichannel Call-Backs to Call Centers Fonolo joins the Aspect Technology Alliance Program. |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 1 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
April 2006
Bailor et al. |
The 2006 Service Leader Awards, Part 1 Computer Telephony Integration: Avaya... Cisco Systems... Genesys Telecommunications Laboratories... Interactive Voice Response: Avaya... Nortel Networks... Genesys Telecommunications Laboratories... etc. |
CRM
March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004 |
CRM
March 14, 2014
Leonard Klie |
Aspect Software Releases Workforce Optimization 8.0 and Aspect Mentor Aspect's WFO 8.0 and Aspect Mentor expand the reach of speech analytics beyond basic call recordings. |
InternetNews
September 27, 2007
Larry Barrett |
Cisco Gets Latigent For Its Contact Skills Cisco's latest acquisition upgrades its business intelligence and analytics reporting software for contact centers. |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Interactive Voice Response While interactive voice response systems were once only used by large companies that received massive amounts of calls, small businesses are now adopting the technology in large numbers as well. |
CRM
March 2010
Christopher Musico |
The 2010 CRM Service Awards: Service Leaders - Workforce Optimization Suite Verint Systems powered through the recession with the type of confidence that resonates with and creates trust among buyers. It has a state-of-the-art product, strong partnerships, clear vision for the future, strong management, and innovative research and development. |
CRM
April 2005
Bailor et al. |
The 2005 CRM Service Leaders--Part I Awards winners for the most impressive providers of customer care architecture, technology, and services who have worked over the past year to improve their capabilities so that contact centers can go about their business more efficiently and effectively. |
CRM
March 2015
Oren Smilansky |
The 2015 CRM Service Leaders: Workforce Optimization Growth for contact center workforce optimization carried on throughout 2014, though to a lesser extent than it had the previous year. |
CRM
October 1, 2007
Colin Beasty |
Tech Solution: Workforce Management Solutions Business problem: Managers cannot staff and manage their contact centers effectively. Workforce optimization solutions, which are simplifying those complex tasks while providing insightful performance management and learning capabilities. |
CRM
May 2, 2005
Coreen Bailor |
Convergence in the Contact Center Customers will have a single upgrade path, single maintenance environment, and singular user interface. |
CRM
January 1, 2006
Colin Beasty |
Business Problem: Contact Center Managers Cannot Staff and Manage Their Call Centers Effectively Tech Solution: Workforce Optimization Tools -- Envision's Performance Suite... EX's TotalView Workforce Management... Witness Systems' Impact 360... |
InternetNews
November 16, 2006
Michael Hickins |
Avaya Ratchets Up The Race For Mobile Workers Telephony and communications software vendor Avaya said it has agreed to acquire Traverse, a privately-held maker of enterprise mobility applications, for $15 million in cash. |
The Motley Fool
May 10, 2006
Stephen D. Simpson |
Looking for a NICE Deal Strong performance and high potential at this Israeli content analytics specialist might make it harder for some investors to stick to their pricing principles. |
PHONE+
August 11, 2009
Kelly M. Teal |
What if Avaya Loses Nortel Enterprise Auction? Avaya is positioning itself as the buyer for Nortel Networks enterprise unit, but the deal is not done, nor is the outcome guaranteed. |
CRM
April 2005
Coreen Bailoret al. |
The 2005 CRM Service Leaders--Part II The editors recognize the top-three leaders in CTI, IVR, quality monitoring, Web self-service, workforce management and optimization, contact-center outsourcing services, and agent-facing universal desktop applications. |
CRM
July 1, 2004
David Myron |
Market Watch: Making Sense of Workforce Optimization The reluctance to purchase workforce optimization solutions is based primarily on the general confusion in the marketplace. |
The Motley Fool
July 7, 2005
Tom Taulli |
Last Call for Aspect Faced with stiff competition, the call-center company goes private. Aspect shareholders are lucky they didn't see the stock fall yet again. Aspect's flight into private ownership is further evidence that, for now, the contact-center industry is not a growth story. |
CRM
April 1, 2007
Colin Beasty |
Business Problem: CSRs Are Inundated with Routine Customer Inquiries, Which Increases Wait Time and Reduces Agent Effectiveness. Tech Solution: Speech-enabled IVRs. Aspect Customer Self-Service... Cisco Unified Customer Voice Portal... VoiceObjects 6... |
InternetNews
March 11, 2008
Sean Michael Kerner |
Nortel Expands Unified Communications Lineup With Microsoft Continuing alliance between Nortel Networks and Microsoft aims to grow its share organically and by taking from others - including IBM. |
