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CSC (NYSE: CSC) announced today that it has been recognized as the leader in enterprise resource planning (ERP) implementations according to a 2009 report by KLAS, an independent monitor of vendor performance in healthcare technology. The report, 2009 Top 20 Best in...

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Aspect Software, Inc., the world's largest company solely focused on the contact centre, today announced that Aspect(r) Customer Self Service(tm) 7.2, the newest version of its voice portal platform, has received formal certification for deploying Open Call...

Sabio, the innovative contact centre services and solutions company, and its technology partner Corizon, are hosting a ‘Detox Your Desktop’ seminar to show how detoxing the agent’s PC desktop can help contact centres to dramatically cut agent talk time per call,...

Sabio, the innovative contact centre services and solutions company, has announced the implementation of a Witness Systems call recording solution at the 70-seat UK customer order site of Elsevier - a world-leading publisher of scientific, technical and medical...

Bluetooth enabled products are now in the hands of one billion consumers worldwide said the Bluetooth Special Interest Group (SIG) today. Citing shipment information from ABI Research , the trade association announced that the installed base of Bluetooth devices...

Jacada Ltd. (Nasdaq: JCDA), a leading provider of unified desktop and process optimisation solutions for customer service operations, today announced it has signed a joint marketing agreement with Avaya (NYSE:AV), a leading global provider of business communications...

Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), today introduced a major upgrade of its contact centre software, enabling customer service organisations to dynamically orchestrate their use of resources and...

2007 could be the year of the agent. New research conducted by Genesys Telecommunications Laboratories, an Alcatel-Lucent company (NYSE: ALA, Paris: CGEP.PA), in conjuction with its InterActs partner Silver Lining Solutions, shows that over 80 per cent of UK contact...

Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), was awarded Frost & Sullivan’s most recent Market Leadership Awards for Hosted Contact Centre Solutions in all three major geographic regions – Asia Pacific for 2006...

Aspect Software, Inc., the world's largest company solely focused on the contact center, today announced the release of Web Powered Agent(tm) 10.1, an industry-leading thin-client agent desktop for Aspect(r) Spectrum(r) ACD, a complete inbound solution that includes...

'What would you do if I could provide you with a new business model that would allow you to meet all of your financial goals without ever needing to deal with a single customer? Would you still be attending this presentation, looking for ways to excite and delight...

Ericsson and Napster announced an agreement with Portuguese operator TMN for the music service Napster Mobile. Napster Mobile will give TMN Portugal's subscribers access to more than 2 million full-length tracks from the Napster catalogue in the palms of their hands....

Many of the UK’s small businesses are falling behind the competition as technology progresses, according to a new comprehensive report developed by the Centre for Future Studies, an independent forecasting think-tank. By failing to recognise the need for the effective...

Aspect Software reported third quarter revenues of $154.1 million, an increase of $4.4 million from the previous quarter, mainly due to the 10 percent increase in product revenue.   Demand in International regions continued to be solid, states the company. The...

According to Synergy Research Group's 3Q 2006 Enterprise Voice Market Shares Report, Avaya has extended its lead in worldwide Enterprise Internet Protocol (IP) Telephony shipments and revenues, with 24.2 percent and 27.2 percent of the global market for the quarter....

According to Synergy Research Group's 3Q 2006 Enterprise Voice Market Shares Report, Avaya has extended its lead in worldwide Enterprise Internet Protocol (IP) Telephony shipments and revenues, with 24.2 percent and 27.2 percent of the global market for the quarter....

According to Synergy Research Group's 3Q 2006 Enterprise Voice Market Shares Report, Avaya has extended its lead in worldwide Enterprise Internet Protocol (IP) Telephony shipments and revenues, with 24.2 percent and 27.2 percent of the global market for the quarter....

An owner of an Indian restaurant in Tel Aviv, Israel, built his establishment on the foundation of customer choice – with a twist. Customers order the meal of their choice from a menu without prices and at the end of the meal, they are asked to pay according to their...

Talisma Corporation has announced the release of Talisma Answer, a new email add-on that leverages innovative IBM technology to automate the creation and delivery of email responses.   «Gone are the days when customers are willing to wait more than 24 hours to...

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Witness Systems has acquired Demos Solutions Consulting Group Ltd. (also known as Demos Solutions) and Exametric, Inc., specialized in supplying enterprise productivity and resource planning solutions to the financial services industry. The acquisitions broaden the...

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Despite the tendency of companies in every type of industry to seek customer feedback through seemingly customer-centric surveys, the state of the customer experience and of the relationship between companies and customers remains tenuous. Companies continually fail...

Despite the tendency of companies in every type of industry to seek customer feedback through seemingly customer-centric surveys, the state of the customer experience and of the relationship between companies and customers remains tenuous. Companies continually fail...