Browsing Tag

workforce optimization

CXM Recording & Quality Monitoring Announces General Availability of Version 6 Software Release

CXM Version 6 Software Release Delivers Workforce Optimization Solutions and Call Recording for Contact Centers & Business of all sizes CXM Recording & Quality Monitoring, an industry leader in Call Recording & Workforce Optimization solutions announced the release of CXM Version 6 for the CXM Software Suite of applications. This new software version includes significant enhancements to User Interface (UI) and underlying architecture. Delivering a world-class User Experience (UX), with ease of use in mind…

NICE Named Market Share Leader for Contact Center Workforce Optimization

NICE Holds 40% Market Share, More Than Six Percentage Points Greater Than Nearest Competitor NICE announced that it has been recognized by DMG Consulting LLC, a leading independent research and consulting firm, as the Contact Center Workforce Optimization (WFO) market share leader for first half 2018 with a 40.0 percent share of the market. NICE Contact Center WFO has a lead over the nearest competitor by more than six percentage points of market share. "Our continued leadership in the WFO market showcases the strength…

Intellecta AI-Driven and Multichannel Analytics from OnviSource Delivers Automation for Workforce Optimization, Customer Experience…

Powered by Company’s Proprietary AI, Intellecta Analyzes 100% of Customer Interactions across Multiple Touch Points, Channels and Languages; And Offers Big Data and Content Management, Automated Quality Assurance/Compliance, and a Range of Analytics in Customer Sentiment, Intents, Trends and Behavior OnviSource announced Company’s continuous success in expanding the capabilities of its Intellecta Multichannel Analytics for intelligently automated analysis of 100% of customer interactions across varied channels. Advantages…

Calabrio Delivers Powerful Enterprise Scalability and Management Capabilities

Enhancements Automate and Simplify Management and Administration for Large-Scale WFO Deployments Calabrio, a leading provider of customer engagement and analytics software, released a new version of Calabrio ONE—an intelligent, fully integrated enterprise workforce optimization (WFO) and engagement suite. The new Calabrio ONE platform features customer-driven capabilities to manage large-scale, dynamic enterprise environments. Calabrio ONE includes call recording, quality management (QM), workforce management (WFM),…