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| Sitel Launches eTraining Solution for Home-Based Agents | |||||||||||||
| Sitel, a global business process outsourcing (BPO) provider, announced they have implemented and launched inContact Inc's eLearning tool to provide on-demand training to the company's home-based customer care agents. With RightTime(TM) technology through eLearning from inContact, a provider of on-demand call center software and call center agent optimization tools, Sitel is delivering a customized training and communications solution to the company's HomeShore agents. Sitel is providing custom training curricula to agent's desktops during dips in call volume to further improve the agent's soft skills and product knowledge, improve productivity and eliminate unnecessary training down-time. | |||||||||||||
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[Full Article]
Feb-19-2010
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| Verint Systems Expands Workforce Optimization Suite with Acquisition of Iontas | |||||||||||||
| Verint Systems Inc. announced the acquisition of Iontas, a privately-held provider of desktop analytics solutions. Iontas solutions measure application usage and analyze workflows to help improve staff performance in contact center, branch and back-office operations environments. Iontas' desktop analytics solutions will be tightly integrated into Verint's Impact 360 Workforce Optimization suite. | |||||||||||||
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[Full Article]
Feb-19-2010
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| Office Depot Renews Human Resources Contract with Convergys | |||||||||||||
| Convergys Corporation, a provider of relationship management solutions, announced that Office Depot has renewed its contract for Convergys HR Solutions for another 12 months. Convergys will continue to provide HR benefits administration including COBRA, leave of absence, and annual enrollment services, for Office Depot, which has been a Convergys client since 2003. This is the eighth contract renewal in 12 months for Convergys' HR Solutions. | |||||||||||||
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[Full Article]
Jan-21-2010
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| FRONTRANGE HEAT Achives PINKVERIFY Status | |||||||||||||
| FrontRange Solutions, a developer of help desk and service management software for mid-sized and distributed enterprises, announced that its HEAT version 9.0 help desk solution has achieved PinkVERIFY status and is now compatible with Information Technology Infrastructure Library (ITIL) V3 through Pink Elephant's software certification program. As a result of the verification process, HEAT has been certified as compatible eight of the 14 processes outlined in ITIL V3, including Incident, Problem, Knowledge, Change, Service Asset & Configuration, Request Fulfillment, Event and Service Level Management. | |||||||||||||
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[Full Article]
Jan-21-2010
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| Interactive Intelligence Software Suite Deployed by FirstCare Health Plans | |||||||||||||
| FirstCare Health Plans has reported improved customer service and increased productivity using an all-in-one IP communications software suite from Interactive Intelligence. The software suite, Customer Interaction Center (CIC), has given FirstCare the ability to support multichannel communications, along with new quality monitoring, recording, and reporting applications. | |||||||||||||
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[Full Article]
Dec-18-2009
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