|
|
| Major US Utility Selects NICE SmartCenter Solutions |
| NICE Systems, a provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, has announced that Salt River Project (SRP,) the third-largest public power utility in the United States, has selected NICE SmartCenter solutions to help SRP manage and support the growth of its contact centers, which receive more than three million calls per year. The NICE SmartCenter solutions will enable SRP to recognize economies of scale and reduce integration issues by working with one solutions provider for Quality Management (QM,) interaction analytics, and workforce management. |
|
[Full Article]
Jul-18-2008 |
| Aspect Software Acquires BlueNote Networks |
| Aspect Software Inc., a company solely focused on Unified Communications for the Contact Center, has announced it has acquired substantially all of the assets of BlueNote Networks, based in Tewksbury, Mass. Terms of the transaction were not disclosed. The acquisition furthers the company’s recently announced unified communications for the contact center strategy with the addition of IT-ready, software-based products that communications-enable business processes (CEBP). Leveraging the BlueNote Networks technology, Aspect Software customers will now be able to extend session initiation protocol (SIP)-based voice, video and other real-time interactive communication services to enterprise users as an integral part of a service oriented architecture (SOA). |
|
[Full Article]
Jul-18-2008 |
| Bizroof Joins CRM Market |
| CRM is more or less a staple of the SaaS market. Now joining the market and sporting a group of features simple to operate, San Francisco-based Bizroof is constructed with four primary components in mind: the dashboard; sections for people and organizations; and events. Items can be tagged for quick search if needed. Important notes can be recorded. Files can be uploaded. And a calendar is available to pool schedules together and null any worker confusion. An RSS feed is also offered to keep track of account activity. |
|
[Full Article]
Jul-18-2008 |
| Chordiant Launches Recommendation Advisor 6.1 |
| Chordiant Software Inc., a provider of Customer Experience (Cx) software and services, has announced Recommendation Advisor 6.1, a real-time conversation and interaction management solution for organizations with high customer interaction volumes. Chordiant Recommendation Advisor is able to 'listen' to the conversation a call center or branch agent is having with a customer and dynamically re-apply models and rules to every new input. It offers Next-Best-Action recommendations that change dynamically based on customer responses, action or inaction. This helps every contact center agent perform like a knowledgeable, seasoned professional who can ensure the best possible outcome for the customer and the company. |
|
[Full Article]
Jul-18-2008 |
| YouTube Ordered To Reveal Users' Data |
Dismissing privacy concerns, a federal judge overseeing a $1 billion copyright-infringement lawsuit against YouTube has ordered the popular online video-sharing service to disclose who watches which video clips and when. U.S. District Judge Louis L. Stanton authorized full access to the YouTube logs after Viacom Inc. and other copyright holders argued that they needed the data to show whether their copyright-protected videos are more heavily watched than amateur clips. The data would not be publicly released but disclosed only to the plaintiffs, and it would include less specific identifiers than a user's real name or e-mail address. Lawyers for Mountain View, Ca.-based Google Inc., which owns YouTube, said producing 12 terabytes of data would be expensive, time-consuming and a threat to users' privacy.
[Source: Associated Press]
|
|
[Full Article]
Jul-18-2008 |
|
|
