Archivos por Etiqueta: cloud

Ozonetel’s CloudAgent announces partnership with Zendesk

Leading cloud communication company, Ozonetel on Monday announced an integration with cloud-based customer service software company, Zendesk. “The integration brings about improved customer experience with support executive accessing customer data instantly,” said CEO, Ozonetel Communications, CSN Murthy.

“The enterprises can have complete contact center as a service at a fraction of the TCO they were spending before and improve customer satisfaction,” added Murthy. “Ozonetel’s CloudAgent is recognised as a market innovator in offering contact centre solutions, while Zendesk is a market leader in building technologies that improve customer relationships”…

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Omnichannel Cloud Contact Center Provider, Bright Pattern, Expands Presence in Japan

Bright Pattern, award-winning provider of global contact center software, is pleased to announce opening a local office in Tokyo, Japan. Bright Pattern launched a local cloud point of presence in Japan early in 2017 and now has established an office.

“Japan has always been a strong market for the Bright Pattern product and our expansion and local office will provide close-knit and personalized support to our Japanese partners and direct customers,” said Konstantin Kishinsky, CEO of Bright Pattern.

Bright Pattern’s highly available and scalable solution is built for global enterprise-grade clients. “Global companies demand a high level of excellence for software reliability, security, compliance and manageability,” said Bright Pattern Product Manager, Sergey Menshikov

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Contact Center Technology Research Finds Businesses Are Failing to Keep up with Customer Expectations

San Francisco -New research from NewVoiceMedia, a leading global provider of cloud contact center and inside sales technology, reveals that many U.S. businesses lack the contact center capabilities to meet customer expectations.

The study, conducted by global market research firm Opinion Matters, exposes significant gaps between customer preferences and reality, and suggests that businesses across many different sectors are missing out on opportunities to enhance their customer contact centers with technology that could Improve the customer experience and help retain existing customers and acquire new business.

New research finds businesses are failing to keep up with customer expectations. Nearly one-third (32 percent) of contact center professionals surveyed indicated that their customers typically need to repeat themselves to more than one agent.

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VTEX es ranqueada en el Cuadrante Mágico de Gartner 2017

VTEX, empresa de tecnología líder en eCommerce en América Latina, fue ranqueada por primera vez en el Cuadrante Mágico de Gartner, confirmando la tendencia de que las tecnologías SaaS Multi-Tenant (Software como Servicio multi-propietario, por sus siglas en inglés), están consolidándose en la industria del comercio digital.

VTEX Cloud Commerce Platform es una de las más recientes incorporaciones al Cuadrante Mágico de Gartner, en la versión 2017 del famoso reporte publicado por la compañía líder en investigación y consultoría sobre tecnologías de la información. La compañía atribuye su rápido crecimiento en la expansión global, al mantener consistentemente la cultura más ágil que les permite balancear las múltiples necesidades de sus más de 1600 clientes…  Leer más

ALE se prepara para Datacenter Dynamics Argentina 2017

ALE, que opera bajo la marca de Alcatel-Lucent Enterprise, participará en este evento que se llevará a cabo el próximo 25 de abril de 2017 en la ciudad de Buenos Aires, Argentina.

El objetivo primordial del encuentro es tratar las más importantes temáticas, como la alta eficiencia energética, cloud pública y privada, open source y seguridad, que son algunas de las tendencias que van a protagonizar un año marcado por la transformación digital.

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Fonolo to Exhibit at the 18th Annual Customer Experience Industry Conference

Fonolo, the pioneer in cloud-based call-back solutions for the contact center, announced today that it will be exhibiting at the 18th Annual Customer Experience Conference and Industry Awards, May 2-4, 2017 at Sparkling Hill Resort in Vernon, B.C. Produced by SQM Group, a trusted advisor in the contact center industry, the conference shares ground-breaking research and best practices for improving the customer experience.

As the demand for customer-centricity grows, call centers must take a proactive approach to enhancing the experience. By attending SQM’s 18th Annual Customer Experience Industry Conference executives will learn to accurately measure and achieve the benchmarks set for today’s contact center.

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SAP España expone las claves de los negocios digitales

En un ambiente futurista, ha congregado a más de 1.700 personas en torno a cuestiones como la Inteligencia Artificial, Cloud, Internet de las Cosas o el coche conectado, mostrando la realidad de hoy y del mañana para el mundo de la empresa. Ha contado con el apoyo de 34 partners y con las experiencias de empresas que ya se han adentrado en la economía digital

SAP España ha expuesto hoy, durante la celebración de SAP Innovation Forum, las claves de los negocios digitales y las principales herramientas de innovación que deben seguir las empresas para dar el paso hacia la economía digital. Ante una afluencia de 1.700 personas, la compañía ha abierto una ventana al futuro y presente de los negocios, mostrando algunos de los casos de transformación digital más relevantes de las empresas españolas.

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Delivering an Omnichannel Customer Experience is Pertinent to Revenue Growth in the Contact Center Market

The rising relevance of the cloud in the current business environment is prompting contact center solution providers (CCSPs) to shift from a premise-based legacy infrastructure to hosted/cloud contact centers.

Global, as well as mid-sized CCSPs such as Avaya, Genesys, Verint, NICE, Cisco, Unify, Interactive Intelligence and West Interactive, are strategically offering an omnichannel customer experience (CX) to attract business across end-user segments. A richer CX is a significant differentiator at a time when the market is becoming increasingly competitive due to the influx of market entrants and the emergence of new price points, features and business models.

Frost & Sullivan analysis, Growth Opportunities in the Hosted/Cloud Contact Center Market, finds that the market for cloud contact centers continues to increase. In addition, the study reveals that the acceleration of omnichannel and digital transformation, coupled with the C-suite demand for stronger and swifter growth, is driving technology acquisitions.     Read more

Mergers, Acquisitions and Infrastructure Optimization will Bolster Cloud Contact Centers in Latin America

cloud-contact-center_640x360Currency devaluations and stretched information technology (IT) budgets have led Latin American companies to respond by prioritizing cost containment and measures to improve productivity and operational efficiencies  Meanwhile, key contact center companies in the market have made their move towards increasing their portfolio and adding cloud contact center solutions.

“On-premise system suppliers will strive to introduce cloud and hybrid-based options to keep pace in an increasingly competitive market,” said Customer Contact Senior Industry Analyst Maiara MunhozRead more

Genesys Completes Acquisition of Interactive Intelligence to Create World’s Leading Omnichannel Customer Experience Solutions Company

genesysinterGenesys and Interactive Intelligence have developed best-in-class customer experience capabilities as recognized by all leading industry analysts, with highly complementary solution portfolios. Now combined, Genesys is able to support customers of any size in all industries everywhere in the world with the most complete portfolio available in the cloud and on-premise. Genesys now has over 10,000 customers in more than 100 countries supporting over 25 billion customer interactions per year.  Read more

Cloud-Based Contact Center Market Worth 15.67 Billion USD by 2021

cloudcontactcentermarketAccording to a new market research report “Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region – Global Forecast to 2021″, published by MarketsandMarkets, the market size is expected to grow from USD 5.43 Billion in 2016 to USD 15.67 Billion by 2021, at a Compound Annual Growth Rate (CAGR) of 23.6% during the forecast period.

Browse 74 market data Tables and 57 Figures spread through 165 Pages and in-depth TOC on “Cloud-Based Contact Center Market” Early buyers will receive 10% customization on this report. The major drivers of this market include the need for disaster recovery, faster deployment and flexibility of cloud solutions, and the need for compliance management. Read more

Frost & Sullivan Recognizes Five9 with 2016 Customer Value Leadership Award


Based on its recent analysis of the cloud contact center market, Frost & Sullivan recognizes Five9 with the 2016 North American Frost & Sullivan Award for Customer Value Leadership.

Being an early entrant to the cloud contact center market has allowed Five9 to develop expertise in cloud application delivery and innovate faster than most competitors. It boasts a wide range of novel contact center functionalities for the North American and global markets on its integrated platform, the Five9 Virtual Contact Center (VCC).   Read more

Frost & Sullivan Commends Interactive Intelligence for its Industry-leading Growth in the Cloud Contact Center Applications Market


Based on its recent analysis of the cloud contact center applications industry, Frost & Sullivan recognizes Interactive Intelligence with the 2016 North American Growth Excellence Leadership Award. Since its inception in 1994, Interactive Intelligence’s growth strategy has been fueled by innovation, industry firsts, and a pulse on customer needs and industry trends.

A couple of fine examples of the company’s entrepreneurship and farsightedness include the introduction of the first all-in-one suite of contact center solutions and a cloud-based alternative to its premise-based systems. With its launch of communication-as-a-service (CaaS) in 2009, Interactive Intelligence gained entry into the emerging cloud/hosted market and obtained a strong base for developing cloud expertise and market credibility.  Read more

eCommerce Retailer Migrates 1,000 Contact Center Agents to the in Contact Customer Interaction Cloud


SALT LAKE CITY, Sept., 2016 — inContact, Inc. the leading provider of cloud contact center software and workforce optimization tools, today announced a growing eCommerce retailer is migrating 1,000 contact center agents to the inContact Customer Interaction Cloud.

The company is comprised of 15 different brands which heightens the need to consolidate several disparate systems and explore alternative ways to reduce costs. The transition to inContact allows the company to meet their fluctuating seasonal needs with scalable cloud solutions and broaden their operational visibility through effective reporting.  Read more

CallMiner and Cloud9 Announce a Strategic Partnership to Bring Customer Engagement Analytics to New European Markets


CallMiner, the leader in speech and customer engagement analytics solutions, and Cloud9 Business Analytics, a leading provider of cloud-based Workforce Optimisation solutions announces a strategic partnership to bring robust cloud-based enterprise speech analytics to small and midsized businesses (SMBs) in the UK.

With the support of over 20 languages and dialects, CallMiner Eureka will also allow the partnership to expand to other European markets.

“We were looking for a like-minded partner that would allow us to bring speech analytics to the SMB market and also support chat, email, text, social media and other communications channels as many of our customers are asking for this capability. We found that partner in CallMiner,” says Keir Woolhouse, Business Consultant at Cloud9 Business Analytics.   Read more

Agile Cloud Launches “Cloco” – New Low-cost Cloud Call Center Service


Agile Cloud, Inc., a global provider of Cloud IP-PBX services, announced on August 19 its new product Cloco – a cloud-based call center service aiming to provide inbound call centers with all needed functions and systems while at the same time reducing their total cost.

“Customers have invested in PBX, call center software and hardware to launch a new call center. We offer all needed systems as a cloud service. Customers can use a full set of inbound call center functions without PBX if they have a PC linked to the Internet. This means customers can reduce CAPEX using Cloco. For outbound, we will launch additional functions soon” said Agile Cloud CEO Fujio MimomiRead more

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