Paul Segre, president and CEO of Genesys

Genesys to buy workforce optimization solutions provider UTOPY

Infotech Lead America: Customer service and contact center solutions provider Genesys is set to buy UTOPY, a provider of workforce optimization solutions.The acquisition enhances...

NICE Systems’ cloud-based workforce optimization suite

Infotech Lead America: NICE Systems has launched its cloud-based Workforce Optimization (WFO) suite.The new suite – deployed in the cloud -- offers Recording, Quality Management, Analytics...

Genesys achieves double-digit growth in 2012

 Genesys, a provider of customer service and contact center solutions, has achieved annual revenues of greater than $610 million and double digit growth in...
Altitude software

Avocis deploys Altitude uCI solution to improve campaign management

Infotech Lead Europe: avocis, a communications service provider in Germany, Austria and Switzerland, has deployed Altitude uCI solution to improve campaign management and monitor...
Indian BPO

Challenges faced by Indian BPOs

Infotech Lead India: An estimated 3 million people were employed in the outsourcing sector in India according to a study done in the year...
call centers theopenforum

Social, information, mobile and cloud to impact outsourcing: Gartner

Infotech Lead Asia: Social, information, mobile and cloud are set to impact outsourcing, according to Gartner.The research agency recommends that sourcing managers need to...

NICE Systems holds 28.3% share in Speech Analytics market in 2012

Infotech Lead Asia: NICE Systems is holding 28.3 percent market share in Speech Analytics market in 2012.According to DMG Consulting, NICE has increased its...
call center todayszaman

Vocollect Voice helps Jordano’s achieve 93% reduction in order errors

Infotech Lead America: Jordano’s, a California foodservice and beverage organization, has achieved 93 percent reduction in order errors (up to 99.995 percent picking accuracy)...
Call-Center ultomoslibros

Social media play an important role in raising customer satisfaction: CFI Group

Infotech Lead America: Call centers are transforming into contact centers - incorporating the Web, email, and other sources -- and social media play an important...

Infosys launches AssistEdge targeting contact centers to offer integrated cross-channel experience

Infotech Lead Asia: Infosys has launched AssistEdge targeting contact centers to deliver an integrated cross-channel experience to its customers.Infosys’ AssistEdge is available both on-premise...



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