Feb 26, 2014
Metrics in contact centres have fallen into an irrelevance cycle because the nature of the contact centre’s relationship with customers has changed significantly. Logically, any operations not focused on addressing the changing relationship are irrelevant – and...
Feb 25, 2014
Genesys has announced record performance for 2013. In its second year as an independent company, Genesys achieved record growth, with 2013 revenue surpassing $740-million (representing over 20% annual growth) and EBIT surpassing $200-million (representing over 15%...
Feb 17, 2014
Contact centre solution provider, Ocular Technologies, is pleased to announce that as an Aspect Software partner, it will be reselling and supporting the Aspect Back Office Optimizer product, which is powered by eg solutions. At the start of February 2014, Aspect, a...
Feb 17, 2014
Mitel has unveiled its seventh-generation contact centre solution to help businesses simplify how they interact with their customers via popular new contact options. MiContact Centre 7.0 includes mobile chat and self-service features as well as outbound capabilities...
Jan 22, 2014
South African owned integrated solutions specialist, Intuate Group, has signed an agreement to become a reseller for OpenSpan, Inc., a global provider of worker optimisation, activity management and automation solutions, headquartered in North Atlanta, Georgia, USA....
