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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

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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

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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

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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

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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

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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

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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

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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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TOP 10 Motivational Reasons Why Call Center Business Must Have Cloud Software


Motivation is the reason to move from better to best, good to well, inspiration to inspiring, being leading to become leader and outdated to update. Call center is a place where customers vary for finding not less than but more than best. Call center is place where your agents represent your business and their hospitality reflects your services.

Let ‘s have a look on premise call center software, where executives installed programs and applications to run premise software and save their files in their system or built in server in their premise system. But, cloud software is best for them who are not interested to expand their premise system and to invest on it.  Read more

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Frost & Sullivan applauds Interactive Intelligence for Incorporating Omnichannel Capabilities


Based on its recent analysis of the hosted and cloud contact center industry, Frost & Sullivan recognizes Interactive Intelligence with the 2016 Brazilian Frost & Sullivan Award for Visionary Innovation Leadership. Interactive Intelligence has been a top competitor in the Brazilian cloud contact center market ever since it established a footprint in Latin America in 2011.

Its winning combination of an experienced team, state-of-the-art technology, and focus on providing high customer value, building long-term relationships, and benchmark-setting innovation earned Interactive the largest share in the Brazilian market in 2015.  Read more

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Global Business Process Outsourcer Adds 2400 Contact Center Agents to inContact Customer Interaction Cloud


inContact, Inc. (NASDAQ: SAAS), the leading provider of cloud contact center software and workforce optimization tools, today announced the significant expansion of services by an existing business process outsourcer (BPO) customer.

Already equipped with inContact’s inbound contact center solutions, this global BPO is adding 2400 Workforce Management licenses in the cloud to improve contact center operations and increase efficiency. Through inContact’s leading reseller partner, this award-winning BPO has moved more than 4400 agents from inflexible on-premises software to the inContact cloud.   Read more

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SpinSci Technologies Enters The Market With Intuitive, Collaborative Extensions For Cisco Contact Center Solutions


Today at Cisco Live, Cisco’s annual IT and communications conference, SpinSci Technologies announced the release of Agenta Snap™ and Agenta™ Cloud.

Agenta Snap is an enterprise extension to the Cisco Contact Center and Cisco Unified Communications offerings, providing users with powerful and seamless integration into third-party applications, including healthcare organizations’ EHR systems.   Read more

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TeleTech Introduces Second Major Release of Cisco-Based Contact Center Solution


eLoyalty, part of TeleTech Technology, has released version 10.6.3 of its Cisco-Powered Hosted Collaboration Solution/Contact Center as a Service (HCS/CCaaS) cloud offering. This is the second major release of the product, which uses the Cisco Unified Contact Center for Enterprise (UCCE) as its base, for 2016.

eLoyalty’s HCS/CCaaS offering combines Cisco’s cloud contact center technology platform with eLoyalty’s contact center management applications. Together, these technologies act as a central contact center infrastructure optimized to deliver exceptional service at a lower cost across all communication channels…  Read more

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SAP presenta en España SAP HANA Cloud Platform, la plataforma como servicio para adentrarse en la Economía Digital


Bajo el título de “Sumérgete en la era del desarrollo ágil”, SAP España ha anunciado la celebración de sendas jornadas en Madrid y Barcelona que servirán como escenario para presentar SAP HANA Cloud Platform, la plataforma como servicio basada en estándares abiertos de SAP.

Se trata de la plataforma estándar sobre la que clientes, partners y desarrolladores pueden ampliar, conectar y hacer converger las soluciones cloud de la compañía, tanto entre sí como como en escenarios híbridos, formados por soluciones en la nube y on premise. Además, SAP HANA Cloud Platform se ha constituido como la base sobre la que se apoya toda la oferta de aplicaciones cloud de SAP.  Leer más

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Frost & Sullivan Applauds Interactive Intelligence for Its Disruptive Cloud Contact Center Solution Set To Dominate the Market


Based on its recent analysis of the cloud contact center market, Frost & Sullivan recognizes Interactive Intelligence with the 2016 North American Frost & Sullivan Award for Visionary Innovation Leadership. A pioneer in cloud contact center solutions and a leader in customer care, Interactive Intelligence excels in terms of company culture, vision alignment, technological sophistication, a focus on unmet needs, growth performance and growth pipeline.  Read more

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IBM y SAP prevén realizar grandes inversiones para impulsar la transformación digital de los clientes


IBM (NYSE: IBM) y SAP SE (NYSE: SAP) han anunciado hoy sus planes para impulsar la modernización de los sistemas y procesos de los clientes y para acelerar la incorporación de estos a la economía digital. En concreto, ambas compañías tienen previsto co-innovar en soluciones que incrementen el valor que proporcionan a los clientes, por medio de extensiones cognitivas, experiencias mejoradas de usuarios y clientes, y funcionalidad específica para distintos sectores. Todo ello será posible con el software SAP® Business Suite 4 SAP HANA® (SAP S/4HANA), disponible tanto en formato on-premise como cloud.  Leer más