LiveOps selected in AlwaysOn OnDemand Top 100 list
LiveOps, Inc announced it has selected AlwaysOn, a business media brand connecting and informing the entrepreneurial community, in its list of AlwaysOn OnDemand Top 100 Private Companies for the third year in a row.

Avaya is Now a Member of Open Visual Communications Consortium
Avaya, a provider of business collaboration and communications solutions, joined the Open Visual Communications Consortium (OVCC), a non-profit organization of worldwide communications technology companies working together to enable video collaborati…

Centerm Exhibits Cloud Clients at Citrix Synergy 2013
Centerm will be unveiling its SoC-based Power over Ethernet cloud client, the C10A at Citrix Synergy 2013 and will also be exhibiting its unique Cloud stick, the C12, at the event.

IntelaCloud Enhances National Partner Alliance Program
IntelaCloud has unveiled a high-tech data center especially for Smart Hosted Solutionsthat will be accessible by Interconnects across the United States. The web-based partner portal from IntelaCloud allows associates to access their customers' billin…

GLOBO Partners with SmartOffice Technologies
The ability to work on the go is no longer a luxury; it's a need. With the increasing number of remote workers and workers on the move, smartphones need to be smarter and allow these users to work fast on the go, in a secure environment.

Why Monitoring Matters in the Cloud-Based Contact Center
Customer engagement is more than just a buzzword in the contact center space. It is the primary focus for any organization seeking to increase loyalty and long-term revenue opportunities within the primary customer base. Such an endeavor is not witho…

CallSource Launches New Cloud-Based Service
CallSource, a company that deals in call tracking and lead management solutions, recently launched CallShield, a cloud-based service to block telephone hacking attempts and spam calls.

Genesys Launches Proactive Engagement Solution across Multiple Channels
Proactive assistance at the right time is often the difference between a sale and an abandoned shopping cart. It's no wonder that determining the right time to engage Web visitors over the right channel with the right person is at the top of the mark…

Duff & Phelps Rolls Out TotalPropertyTax Management Software Solution
Filing property taxes can sometimes become tedious and complicated work for property owners, particularly the new ones. To make taxpaying easier and tension free, Duff & Phelps Corporation, an independent financial advisory and investment banking fir…

LeadFerret Adds Specialized Search Page to View Contacts Employed by MSPs
LeadFerret, a free business-to-business database with complete information, stated that by using the specialized search page integrated into its directory, one can query about and view the complete information of contacts employed by managed services…

ICMI's 2013 ACCE Conference & Expo Shares Best Practices
The recent 2013 ACCE Conference & Expo, a global gathering of contact center community, reportedly brought together more than 1,200 contact center professionals. The expo also included a conference program that demonstrated the ways that can be used …

Frost & Sullivan Honors Tata Communications with 4 Awards
Tata Communications, a communications provider, recently announced that Frost & Sullivan has honored the company with four awards at the 2013 Frost & Sullivan, India, Information & Communications Technology (ICT) Awards. The company won four 'Service…

Salesforce.com Placed in Leaders Quadrant by Gartner
Salesforce.com, a CRM platform, has again been positioned by Gartner, Inc. in the Leaders quadrant of the 2013 Magic Quadrant for CRM customer engagement centers. The company has been recognized for its Service Cloud solution, which allows companies …

Bharti Airtel Chooses Genesys for its Hosted Contact Center
Bharti Airtel, an India-based mobile service provider to countries in Asia and Africa, just recently decided to tie the knot with Genesys, a U.S.-based contact center software provider, in order to offer hosted contact center (HCC) services. This mov…

Genesys Gains Mobile Payment and Customer Engagement Technologies with Acquisition of SoundBite
The contact center industry has great potential to broaden its reach and appeal with the addition of mobile payment technologies and other customer engagement capabilities. Contact center solutions provider Genesys has taken steps to add collections …

Genesys Learning Exchange Sets the Bar High for Community Support
Designing and supporting customer deployments is not easy when it comes to inbound voice, SIP, workforce management, voice platform and voice routing solutions. The challenges can be specific, the technology is constantly changing, and let's not even…

Staffing Considerations for Cloud Call Center Deployments
As more organizations focus their efforts on the customer experience, many are turning to cloud-based services to help advance their goals of growing their business and improving the bottom line.

Ringadoc Adds $700k in Seed Funding
With the rise of technology, people are becoming used to instant access to many services, and more people are beginning to wonder why they can't reach their doctor so quickly if need be. San Francisco-based startup Ringadoc has been working on exactl…

Mobile Engagement Creates New Conversations with Customers
While mobile applications are often described as the next great frontier in customer service and customer engagement, many companies still don't know what this means. It's about more than simply offering a mobile app for self-service and hoping custo…

Genesys Unifies Mobile Support and the Contact Center
When it comes to what a contact center can offer, too often we as customers set the bar too low. Which can make a good customer service experience particularly satisfying.

Cloud Call Center Week in Review
It's been an eventful week in the cloud call center industry, so let's take a moment to wrap up the highlights before we begin the weekend.

Crosspeer Forges Deal with Ezuce to Deliver Cloud-based Unified Communications
Crosspeer Cloud, a provider of Infrastructure-as-a-Service (IaaS) solutions, has partnered with Ezuce, a provider of open cloud-based virtualized communications and social collaboration, to deliver enterprise unified communications solutions on the C…

Speedy Customer Service is Good Customer Service!
Callers like me are why Genesys and IBM came together to develop intelligent contact center solutions. They outline the result of their partnership in a short video you can find on Youtube.

SCA China to Take Full Advantage of eFuture's Cloud Services
eFuture Information Technology, a provider of software and services in China, recently signed an agreement with SCA China to provide its Chinese operation with Data Link services, a cloud-based distributor relationship management application.

Crosspeer and Ezuce Team up to Provide Cloud-Based Unified Communications Solutions
Crosspeer, Inc. announced on Wednesday that it had teamed up with Ezuce, Inc. to develop unified communications solutions in a cloud-based system.

Genesys Launches Its Proactive Engagement Solution
Genesys has launched its Genesys Proactive Engagement solution designed to increase Web sales and give customers a first contact resolution center for all of their troubleshooting needs. Genesys has been a leading provider of customer service and con…

'Thank You for Your Call. All Operators Are Busy. Probably Until Next Winter'
If there's anything that irritates customers as much as a poorly designed interactive voice response (IVR) menu tree, it's waiting on hold. As a nation, we hate waiting, and waiting on hold is viewed by many of us as simply an insult.

ICMI Unveils e-Learning Solution for Call Center Certification Training
Contact center professionals often suffer from the lack of a recognized certifications program that identifies their skills and experiences. A recognized certification program is not only good for contact center professionals, but it is also good for…

Aging Contact Center Legacy Equipment Costs Companies in Lost Customers and Lost Sales
It's an oft-repeated adage that it costs much more to find new customers than it does to keep the ones you have. By some estimates, it costs up to seven times more. As commonly accepted as this adage is, it's a surprise therefore that there is any ba…

How SIP Impacts Communication and Customer Service Platforms
As such, it's no secret that SIP is important to multitudes of business processes. For all we talk about unified communication, voice, and video, it's hard not to mention SIP. It's used for devices such as SIP Gateways, Terminal Adapters, and Trunkin…

Keep the Conversation with Customers Going through Genesys Digital Customer Service
The world has gone mobile and digital, and so have customers. It's important to provide the best customer experience consistently across all channels, whether it's phone, social media, or e-mail. Genesys understands this, and as such, offers digital …

LeadMaster Integrates its CRM Application with Bedrock Data's Platform
LeadMaster, a provider of a multifunction cloud computing software solution for sales and marketing professionals, has integrated its customer relationship management (CRM) application with Bedrock Data's data integration platform, which performs dat…

British Telecom Boosts Call Center Services with Genesys
Ever since it first began using the solutions from Genesys, British Telecom has been a loyal customer and partner. With the cloud call center solutions that Genesys provides, it's little wonder why BT finds its software and solutions so helpful, but …

Genesys and IBM Partnership Achieves the Goal of True Customer Engagement
While "multichannel" was once the name of the game for a next-generation contact center - encompassing telephone, e-mail, Web, fax and more - we have officially moved past that. The goal today is not only multichannel, it's to attain something called…

Overstock.com Saves Big in the Cloud
Want to save millions of dollars in a matter of years? Overstock.com managed to do just that, after partnering with Echopass and moving to a cloud-based contact center infrastructure. While some experiences may vary, this stands as a shining example …

More Than a Thousand Veterans and Military Spouses Employed by Sykes Enterprises
As part of the White House's Joining Forces program, Sykes Enterprises, a provider of comprehensive outsourced customer contact management solutions, it reportedly hired over a thousand veterans and military spouses to work in its virtual contact cen…

Working Solutions CEO Selected as Finalist for Entrepreneur of the Year Award
Working Solutions, a company that deals in home-agent contact centers and virtual contact center technology, recently announced that CEO Tim Houlne has been selected as a finalist for Ernst & Young Entrepreneur of the Year 2013 Southwest Area North. …

OAISYS Honored with TMC's CRM Excellence Award
OAISYS, a provider of business call recording and contact center management solutions, recently announce that it has won a 2013 CRM Excellence Award from TMC, as presented by CUSTOMER magazine. TMC, a global, integrated media company, recognized OAIS…

OpenSpan Among Finalists for Top 100 North America Award
OpenSpan Inc., a provider of innovative worker optimization, activity management and automation solutions, was recently selected as a finalist for Red Herring's Top 100 North America award, a prestigious list honoring the year's most promising privat…

Parature Wins 2013 CRM Excellence Award from TMC
Parature, a company that develops cloud-based customer service software, recently has received the 2013 CRM Excellence Award from TMC, presented by CUSTOMER magazine. The company has been recognized for its multi-channel customer engagement solution …

Bharti Airtel Partners with Genesys to Offer Hosted Contact Center
A hosted contact center (HCC) offers organizations the main components of a call center such as ACD, WFM, IVR, unified messaging, stats, and tools for quality assurance. It does this with a pay-as-you-go plan without having to purchase expensive hard…

SoundBite Communications Publishes First Quarter 2013 Financial Results
SoundBite Communications has declared its financial results for the first quarter 2013, calculated in accordance with U.S. generally accepted accounting principles (GAAP).

Cloud Call Center Week in Review
It's a lovely spring weekend, but before it kicks off, let's take a moment to catch up on the week's events in cloud call center territory.

Collaborative Effort Brings IVR to Belgian Post Group
One of the largest civilian employers in Belgium, bpost (Belgian Post Group), is responsible for the delivery of national and international mail. Given that, the organization also deals with many changes in business needs, in addition to heavy custom…

Workload Management for Efficient Customer Experience
In the call center, one of the top challenges noted by managers is the overall workforce management (WFM) flow. Because contact centers are staffed with many agents, most around the clock, it becomes a difficult task to hone in on one particular area…

Limping Through with an Aging Call Center Solution Costs You Customers and Sales
During a recession, the response of many companies with aging call center technology is to "make do" until economic conditions start to improve. While this is a natural response, it may be the most damaging thing a company can do. While it may seem l…

Why SIP is the Future of the Contact Center
Voice is no longer enough for the call center because telephone calls, face time and postal letters are no longer the only ways that we communicate. Enter chat, e-mail, SMS, web forums, and suddenly the call center becomes the contact center.

Key ICT Players in Philippines Spreading the Word on Cloud Communications
Two of Asia's biggest info-tech industry events are scheduled to take place in Singapore next month. The biggest players in the Philippine's ICT sector have come together and are working to choose the delegation that will represent the country at the…

ViaWest Partners with Wayin
ViaWest, a colocation services provider in North America, recently joined forces with Wayin, an online social engagement company, to promote and support the Colorado business community and technology expertise.

Aitonic Announces its VoIP Services in the U.S.
After a successful spread out of its business in Europe, Aitonic from Aiton Caldwell has announced its next generation hosted Voice over Internet Protocol (VoIP) Private Branch Exchange (PBX) phone service in the United States.

APTelecom and TopPatch Show Commitment to Serve Emerging Markets
For APTelecom, a facilities-based telecom consulting company and service provider specializing in emerging markets, associations don't end after selling data or voice services; its focus is on something bigger -expanding and diversifying its product …

Ombudsman Services Shifts from On-Premises to Cloud Telephony System
Moving from an on-premises telephony system to a cloud-based telephony system provides businesses with a myriad of benefits, such as flexibility and scalability.

Taming the 'Frankenstein' Contact Center
Does your contact center bring Frankenstein's monster to mind? While it may not be green, overly tall and square-headed, it may have a few things in common with him.

Anana Plug-in Enhances Performance of Genesys Administrator Extension
Call center performance can hinge on two important questions. First, how can the operation stay nimble to meet a quickly changing environment? Second, how can we ensure that we provide mission critical functions without interruption, even while we're…

Brands on Twitter: Focus on the Customer
Recently, the executive vice president of global sales for Genesys, Tom Eggemeier, posted a blog in response to a Time magazine article that predicted a major change in customer service strategy in 2013.

Business Rules Engines Help Contact Centers Navigate Increasingly Complex Operations
While many contact centers find that using best practices produces the best possible operations outcomes, it's not necessarily a simple process. No one can remember all applicable best practices, and when the call volume spikes, it's not the time to …

At What Point Should a Helpline Become a Help Center?
Young people need help, and there are a lot of them out there. In India, the Sa-Mudra Foundation is making a dent in the problem, but it would like to make a hole. The NGO plans to serve advice-seeking youth through a call center based in Bangalore. …

U.K. Call Centers Holding Their Ground Against Torrential Volume
On April 1 of this year, the UK government put into practice measures to cut welfare benefits from residents. Programs put in place by various councils are there to support the residents affected by the potentially life-changing news, and in every ca…

Home Depot Raises Estimates for New Hires at Call Center
Home Depot has been in good health lately, both in its stock and its sales. The company has seen a particular rise in its online sales fortunes. To support this Web-based business, the company is in the process of building a new contact center additi…

Cloud Call Centers and the Back Office
Businesses have always strived to put the customer at the hub of their operations. The changing technology landscape has created a pathway for enterprises to engage with their customers on different levels. With social media use on the rise, enterpri…

Enghouse Interactive Expands Computer Recording Capabilities in Interaction Management Suite
Enghouse Interactive provides interaction management solutions for call centers that maximize the value of every customer interaction. Core technologies in the suite include contact center, attendant console, IVR and call recording solutions that sup…

KANA Response 13R1 Now Available
KANA Software has announced the latest version of its e-mail response management solution.

Riverbed Now Helps Customers Deploy Application Delivery as a Service
Cloud providers, enterprises and call centers deploying private clouds are looking for a platform that gives them the ability to provision, scale and deploy application delivery controllers (ADCs) as per their requirements.

General Dynamics Call Center Subsidiary Wins Federal Health Insurance Exchange Contract
The up and coming Patient Protection and Affordable Care Act (PPACA, or "Obamacare") is driving a lot of new call center business. While many of them are for individual states which are in the process of creating their own health insurance exchanges,…

Cloud-based Contact Center Solutions Make the Temporary Call Center Possible
When we think of call centers, we don't tend to think of them as temporary operations. Instead, we think of a fixed facility that supports a company - perhaps a retailer - year after year.

Want to Migrate to the Cloud Call Center? First Understand Your Current Technology
The call center serves as an important outreach division for any organization, but how do you decide what technology you need to have in place to make the biggest impact? Performance is a key issue, as are efficiency and productivity. Do you understa…

Contact Centers with Microsoft Lync Give Agents the Right Tools to Serve Every Customer
The contact center is a complex place. It handles thousands of calls each day, most of which are from consumers with varying personalities and needs. In other words, one size never fits all when it comes to the contact center.

Cloud Providers Address Cloud Call Center Concerns
The customer is the heart and soul of any business, and enterprises are shifting gears to become customer-experience driven organizations to grow their bottom lines. While more businesses are shifting away from an on-premise call center to reap th…

Successful Cloud Call Center Deployments Require New Ways of Thinking about Customer Service
While many contact centers are drawn to cloud-based solutions because of the advertised ease of deployment - a cloud-based contact center can be up and running in a matter of days compared to the months and even years of premise-based deployments - t…

Cloud Call Center Week in Review
Before we begin a beautiful spring weekend, it's time to take a look at the week's events in the cloud call center community.

Genesys' Angel Cloud-based Contact Center Supports Pharmaceutical Leaders
Increasingly, pharmaceutical companies are facing challenges in call center operations. Not only do they handle sensitive medical information, but they often have many different brands as well, which require them to essentially run a series of parall…

Running a 2013 Contact Center on 1983 Service Level Goals
While in theory, call centers exist for the pursuit of customer satisfaction and to further company sales and marketing goals, on a day-to-day basis, most call centers pursue key performance indicators. These include things like average handle time, …

bpost Gets Flexible IVR with Speechstorm, Genesys, and NextiraOne
SpeechStorm, a phone-based and mobile customer service provider has teamed up with Genesys and NextiraOne to implement a flexible Interactive Voice Response (IVR) solution for bpost (Belgian Post Group) at their Centre Monnaie HQ in Brussels.

200 Percent Growth for Contact Center Solutions Firm, Genesys
Genesys, a provider of customer service and contact center solutions, is seeing rapid growth. The number of pharmaceutical industry customers using the company's cloud-based solutions grew by a whopping 200 percent in 2012.

TMCnet Cloud Call Center Week in Review
It's the weekend, and time to check out the week's happenings in the cloud call center industry.

Intelli-Flex selects GENBAND's NUViA Cloud Service
GENBAND, a developer of multimedia and cloud communications solutions, recently announced that its NUViA cloud service has been selected by Intelli-Flex, a provider of voice, video, data, contact center and network technologies, to power its iFlexClo…

Telax Introduces Executive Dashboard, Providing Key Contact Center Metrics
Telax Hosted Call Center, a cloud-based contact center software that helps companies create an efficient and effective customer care and service desk operation, has added a new contact center dashboard that gives call center executives a quick insigh…

Esna and Touchbase Bring Cloudlink to Cisco
Esna Technologies and Touchbase are teaming up, and together, they'll bring new solutions to Cisco customers. With their strategic partnership, the two companies will bring Esna's Cloudlink for Cisco unified communications solution to companies and c…

Allegheny College Selects Enrollment Rx For Its Cloud-Based CRM
Working in the cloud is hardly restricted to the big business world. This was made clear again when Enrollment Rx announced that it had been selected by Allegeny College to service its cloud-based Customer Relationship Management (CRM). The partnersh…

TMCnet Cloud Call Center Week in Review
Welcome to the weekend, which means it's time to wrap up the week's events in cloud call center technology and services. depulsio, a German managed security services provider of cloud-based distributed denial-of-service (DDoS) protection for netwo…

depulsio Picks Arbor Network's Security Solutions for Private Cloud
depulsio, a German managed security services provider of cloud-based distributed denial-of-service (DDoS) protection for networks, systems, applications and websites, has deployed Arbor Networks' security solutions in its private cloud.

Restaurant Revolution Technologies Appoints New Chief Technology Officer
Restaurant industry veteran Tony DiCenzo recently joined Restaurant Revolution Technologies, Inc., a major player in providing the most advanced and effective Takeout Order solutions, as its new Chief Technology Officer.

Call Centers Help Vacationers
Companies everywhere are turning to cloud contact centers to improve their customer service, even when it comes to making vacations. inContact recently announced a new contract with a top vacation timeshare company, allowing it to make the most of it…

InspectorJones.com Helps Enterprise Customers Pick Right Choose Cloud Vendor
InspectorJones.com, an independent IT advisory firm helping businesses select software and services, has launched new services aimed at assisting enterprise customers in finding suitable cloud vendors. It uses IT analysis to help customers analyze va…

TMCnet Cloud Call Center Week in Review
Following is a round-up of this week's most important happenings in the cloud call center industry. Intergraph, a global provider of engineering and geospatial software that enables customers to visualize complex data, recently unveiled a new Sof…

Study Says SaaS is Not Preferred by Execs for ERP Deployment
Interestingly, these same benefits are defied when it comes to implementing enterprise resource planning (ERP) software. According to a recent IFS-sponsored study, despite the general interest for SaaS solutions, most companies still prefer more trad…

3CLogic Offers Quez Media a Cloud-Based Solution, 100 Percent Uptime
As many already know, business applications have been moving to the cloud thanks to all the new ways to collaborate and be mobile at the same time, while also making it easy for customer relationship management integration. Ultimately, the cloud has …

Intergraph Unveils SmartPlant Cloud Software- as- a- Service
Intergraph, a global provider of engineering and geospatial software that enables customers to visualize complex data, has recently unveiled new Software- as- a -Service (SaaS) solution called, SmartPlant Cloud. The company is already offering SaaS t…

TMCnet Cloud Call Centers Week in Review
It's the end of another week, and time for a summary of the week's happenings in the world of cloud call centers. Genesys recently announced that it will be driving the upgrade of the Customer Contact Centers (CCC) of Desjardins, a financial coope…

IBM Opens New Data Centre in Europe to Expand Social Business
With an aim to help business leaders to adopt social business technology, IBM has decided to open a European-based IBM SmartCloud for Social Business Data Center.

Kentucky School Districts Join the Cloud Hosting Revolution
It's been two years in the making-The Kentucky School districts have transitioned 173 of their districts over to a cloud based system. They already use the hosted Munis solution for statewide e-mail as well as for other services.

Mitel Rolls Out Cloud-Based Contact Center Solution for SMB's in the U.S.
Small and medium sized businesses in the U.S. now have an option to choose Mitel AnyWare Cloud Contact Center solution.

TeleSpeak Acquires 'Contact Centers of America'
TeleConsultants Network, DBA "TeleSpeak", a developer and provider of cloud based telecommunications, collaboration and contact center software has acquired "Contact Centers of America."

Desjardins Group Selects Genesys to Upgrade its Customer Contact Centers
Genesys recently announced that it will be driving the upgrade of the Customer Contact Centers (CCC) of Desjardins, a financial cooperative group in Canada. The company will leverage the Genesys Customer Interaction Management platform to optimize it…

TMCnet Cloud Call Centers Week in Review
It's the end of another week, and time for a summary of the week's happenings in the world of cloud call centers. Genesys, a provider of customer service and contact center solutions, completed all transaction formalities with MicroStrategy Incorp…

Clear2there Signs Deal with Minnesota Telecommunications Providers
Two Minnesota-based telephone companies will deploy smart-home, smart-business, smart-farm, and smart senior-care services using Clear2there's Viewbiquity Cloud Application Suite (VCAS). These two companies - Albany Mutual Telephone and Benton Coo…

Sound Telecom Inaugurates New Call Center in Westminster, Colorado
Sound Telecom, a company offering 24 hour call center, telephony answering, and cloud-based communication services nationwide, has announced the inauguration of its new bilingual call center facility in Westminster, Colorado.

Genesys Acquires Angel.com and Utopy
Genesys, a provider of customer service and contact center solutions, has completed all transaction formalities with MicroStrategy Incorporated for acquiring its subsidiary, Angel.com Incorporated. MicroStrategy specializes in the provisioning of…

TMCnet Cloud Call Center Week in Review
It's the end of another week, and time for a summary of the week's happenings in the world of cloud call centers.

Report Reveals Customers Still Hate Customer Service
Ok, this is bad. A new survey released by Aspect Software, a company that provides call center software and equipment for handling customer service requests, optimizing workforces, and customer self-service functionality, says that four in 10 Ame…