Topic: Contact Center

inContact Unifies Customer Service Operations Across Multiple US Contact Centers

inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces that a leading travel and hospitality provider has selected their cloud platform to unify customer service operations across more than five contact centers and 350 agents...

LiveOps Launches LiveOps University for Home-Based Independent Agents

LiveOps, provider of cloud contact center solutions, announces today the release of its new agent recruitment platform to management applications of independent agents. This platform will help LiveOps sustain their growth plan...

inContact Releases Discover WFO Suite for SMB

inContact, a provider of cloud contact center software, announced the launch of their new cloud Workforce Optimization tool (WFO), the Discover WFO Suite, fully integrated with inContact's Cloud Contact Center and developed to address the challenges and requirements of SMBs...

Ytel announces the Release of X5 Cloud Contact Center

Ytel, provider of cloud communications software, announced today its new revolutionary platform for inbound and outbound communications: the X5 Cloud Contact Center...

Userful Virtualization Software Rocks the Call Center

Userful Virtualization Software is surely one of the most flexible virtual desktop solution. used in a call center setting, the Userful Multiplatform helps reduce costs, improve performance and quality control...

NICE Interaction Analytics Wins Speech Technology Excellence Award

NICE Interaction Analytics is a cross-channel analytics platform that transforms the valuable yet hidden information in customer interactions into business results. It enables the workforce to better handle customer interactions and continuously improve future interactions.

Jive Software Reports $14.6 Million Net Loss

Jive Software reports a $14.6 million net loss this quarter, still beats Wall Street's expectations, but faces strong competition in a challenging sales environment...

Three Call Center Software Providers for High Call Volumes presents the top three call center software providers, ranked according to their customer service, products enhancements. cost and more...

Creating Customer Facing Portals in Microsoft CRM

Recent studies have shown that 2/3rds of consumers expect to be able to use web self-service tools to find answers to their questions, and to create support requests – even at small businesses.

InContact Acquires Workforce Optimization Provider Uptivity

For inContact, the acquisition gives the company a chance to "disrupt the WFO market" by cross-selling the "right size" solution, one that isn't too complex or too expensive for mid-size clients. Read more

CRM Magazine Names Interactive Intelligence a 2014 Service Leader Winner

Interactive Intelligence Group Inc., a global provider of software and services designed to improve the customer experience, was named Service Leader winner in the category of interactive voice response (IVR).

MicroCorp Adds 8x8 to Portfolio

By using MicroCorp’s channel of more than 1,500 partners, 8x8 says it will expand its market reach across the country.

inContact Rolls Out Feature-Rich Cloud Call Center Update

Learn more about inContact's latest version: text-messaging functionality, CRM integration, better reporting...

Interactive Intelligence lays out its call centre ambitions for 2014

Interactive Intelligence provides unified business communications solutions for call centers, enterprise IP telephony, and business process automation. It is now expecting 2014's total order growth to be 20 per cent or more, up on the company’s better-than-expected 2013 order growth of 30 percent.

BroadConnect Telecom Launches Contact Center Plus

BroadConnect Telecom, a leader in cloud communication technology, is pleased to announce a new addition to its hosted business telecommunications spectrum. Contact Center Plus, is a solution designed to enhance the contact center experience.

Intelemedia Receives 2014 Customer Service Rising Star Award from CRM Magazine

Since 1993, Intelemedia Communications has provided outsourced contact center services and solutions for call center analytics, performance management, recording, reporting, scripting and routing. Its newest offering, the Leader’s Choice program, is an intelligent routing system that identifies the best agents available in a particular queue and call center at a particular point in time and automatically routes calls to those agents....

Five9 Earns Prestigious 2014 CRM Watchlist Award

Five9, a pioneer and leading provider of cloud contact center software, toda announced its inclusion on the prestigious 2014 CRM Watchlist. The CRM Watchlist is designed to honor companies who have positively impacted their industry.

50 New Products Launching from Enterprise Connect Next Week

Hosting more than 175 exhibitors, Enterprise Connect Orlando is bigger than ever. "These leading companies will showcase the most advanced communications and collaboration tools for increased business productivity, with many new UC, mobile and cloud solutions. Be on the lookout for these latest advancements in the Expo Hall."

The Best Call Center Software Providers of 2014, According to

For many businesses that handle large call volumes and customer interaction, having the right call center software is essential. Call centers are the essence of customer service and these days there are great features that can add to the productivity of the employees and reflect greatly on the business in the customer's perspective. Many providers call center software include automatic call distribution, interactive voice response, monitoring, analysis, reporting and more. Call center software experts at put together a list of the best call center software providers of 2014.

Interactive Intelligence Launches Customer Experience Makeover

The contest is open to businesses of any size worldwide looking for a no-charge makeover of their contact center technologies, equipment and facilities. The makeover will include Interactive Intelligence cloud contact centre technology, along with associated hardware, phones, headsets, CRM software, workstations, monitors, furniture, interior design services, and training and consulting services. We look forward to giving that one lucky winner the opportunity to delight its customers, while turning service into a competitive weapon.".