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New inView Operations Management Solution for Contact Centers
inContact, a provider of cloud contact center software and contact center agent optimization tools, announced a new stand-alone operations dashboard, inContact inView powered by ClearView. inContact and partner ClearView have entered into a strategic relationship to market inView which helps contact centers reduce costs and gain maximum visibility in order to better manage operations. Highlights of the inView Operations Management solution include: cloud-based performance dashboard pre-integrated with inContact; ability to identify correlations across data sets; integration of KPIs for a unified agent performance score; and customized management, supervisor and agent dashboards.
[Full Article] Oct-25-2013


CSI Releases First Workforce Optimization Feature to Utilize Agent Webcam Feeds
CSI is the first workforce optimization vendor to integrate web cam control with live screen monitoring. Supervisors can now use the Virtual Observer (VO) Live Webcam to monitor agent motion and activity, facial expressions, body language, behavior patterns, employee code of conduct and ethics. This new feature is a logical extension of the original call monitoring goal: to make your agents the best they can possibly be. The feature, intended to be another performance tool in your contact centerís utility belt, can be enabled or disabled for environments who wish to not have web cam capabilities.
[Full Article] Oct-25-2013


Accelovance Selects USAN
USAN, a cloud services provider of multichannel call center products and technologies, announced that its hosted contact center solution has been selected by Accelovance, a clinical research organization, to execute a vaccine clinical research study. As part of the study, Accelovance call center representatives will complete a detailed questionnaire with each participant per study protocol to gather important research data. To accomplish this, the call center will be available for both inbound and outbound dialing to all U.S. time zones. USANís technology authenticates each inbound caller via a unique and confidential ID number to ensure data accuracy. In addition, the technology supports automated routing decisions as to whether the patient should be referred to a clinic.
[Full Article] Sep-27-2013


LANDesk Enhances Mobile Task Worker Efficiency and Productivity with the Wavelink Mobile Enterprise Productivity Suite
LANDesk Software introduced its Wavelink Mobile Enterprise Productivity Suite. As enterprises become increasingly mobile, operations and IT are searching for strategic ways to ensure mobility tools optimize productivity and efficiency for workers. The Mobile Enterprise Productivity Suite enables the enterprise to unify the mobile environment where the applications, processes and the mobile devices running them, as well as any associated infrastructure, can be strategically and centrally managed and deployed. The Mobile Enterprise Productivity Suite is an integrated, long-term solution for enterprises that need to support a wide variety of mobile technologies that have traditionally been treated as independent components.
[Full Article] Sep-27-2013


Amazon Opens First Contact Center in Kentucky
Amazon has opened an 80,000 square-foot contact center in Kentucky this month and while the customer service center is the first of its kind there, it joins four other fulfillment centers across the Bluegrass State. According to an article in the Central Kentucky News, Amazon opened a temporary contact center in August 2012 while construction began on the permanent facility. The new contact center includes 960 call seats and has approximately 300 employees. The new contact center helps expand Amazonís reach in KY, which already has fulfillment centers in Lexington, Campbellsville, Louisville, and Hebron.
[Full Article] Aug-23-2013


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