Canadian Banks Breeze Through Murky Turmoil of the Economic Crunch Aftermath with Increased Job Offers

Financial Technology Industry News SGS International Announces Tender Offer and Consent Solicitation Futures market survey: 60 pct bullish about Shanghai zinc on Wed. Futures market survey: 83 pct bullish about Shanghai silver on Wed. Futures market survey: all bullish about Shanghai gold on Wed. Law Offices of Howard G. Smith Announces Lead Plaintiff Deadline in the Class Action Lawsuit Against Suntech Power Holdings Co., Ltd. View all Latest From The Communities Secunia Unveils Corporate Software Inspector Version 6.0 Workday, Inc. Unveils Workday 17 View all Financial Technology RSS Expense Management Business Performance Management Budgeting & Planning Risk Management Human Capital Management Forecasting M&A/ Mergers & Acquisitions


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Fonality HUD Mobile Offers Fast Communication On The Go

Related content you may also be interested in…Cloud Telephony Company Fonality Discusses Future of IndustryFonality Boasts One Billion Cloud-Based Contact Center CallsCloud Telephony Delivers Powerful Benefits to Innovative Businesses

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Kumbh Host Offers Domain Name, Web Hosting Offerings

infoTECH HeadlinesAPCON Launches APCONTAP Modular Passive Test Access Port Solution for Data CentersLaser Research Optics Launches Zinc Selenide WindowsNavis Replaces NetApp Storage Solutions with Oracle's Pillar Axiom 600 Storage SystemsManageEngine Announces Availability of 'IPFIX with Extensions' to its Firewall Analyzer SoftwareMOSAID Launches HLSSD Terabyte-Class Solid State DriveEnventis Recognized with Cisco Cloud Builder DesignationIAR Systems' Embedded Workbench Delivers Best CoreMark Scores for ARM Cortex-M4 MicrocontrollerGreen Hills Software, Renesas Electronics Develop Optimized Tools for RH850 MicrocontrollerCertes' vCEP Solution Recognized with VMware Ready Status

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MCL Systems Offers Comprehensive Telecom Billing Solutions

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Unlocked Version of a Cell Phone Offers Great Benefits to Users Says Cell2Get

ADECEF is a Global Roaming Quality vendor
certified by GSMA. It's RoamFix solution automatically calculates the complete IR.81 KPI'sand allows for on line SLA's management, alarming and reporting. ADECEF has participated in the drafting of the IR.81 standard since its origins, and was the first GRQ vendor to be officially certified by GSMA.
IUSACELL & ADECEF

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Avaya Offers Insight on Social Media in the Contact Center

- Alert), Facetime, and the like, folks knew video as TV – almost always continuous, with a great picture, transmitted from a full studio setup.  After years of video calls on webcams with family, friends, etc., they now know that Internet video can be useful, but there can be issues – just like with cell phones. This means that businesses can now comfortably make the decision to deploy video, knowing customer expectations are realistic.

What new tools and practices are businesses using to better leverage their own and/or outside data to target, engage, and deliver to the customer?   

On one hand businesses must understand their customers’ needs and experiences, and on the other they also must understand the strengths and weaknesses of their business processes. Analytics must be multi-faceted in order to make constant improvements on both sides in order to remain competitive. One of the key areas is in agent quality monitoring and WFM. Speech analytics is now very practical, possible, and ready to help businesses monitor their conversations. Avaya’s purchase of Aurix (News - Alert) last October is an example of how we see this technology becoming mainstream, especially when incorporated by design into a contact center solution instead of being an optional add-on.

How is the mobile boom impacting how businesses target, engage, and deliver to the customer?

Very few people think to themselves, “I’d like to buy something, let me call around to see what companies have today.”  They start on the Web, and with mobile devices. Capturing that Web visit and turning it into a sale or, if needed, an agent-assisted transaction, is what successful companies are striving to accomplish. Anything less is not as competitive given the proliferation of the portable Internet. 

Mobile devices and consumerization are also having tremendous impacts inside the contact center. Agents and supervisors are much more likely to be remote or mobile. Supervisors can manage on the move using their tablets, for example, as a source of real-time operational and analytics data. Subject matter experts can be brought into interactions wherever they may be and, probably most importantly, consumers are electing to interact with contact centers using their mobile devices in a variety of modes.   

Beyond just Internet browsing, there is very often an app for that.  It is becoming an expectation that major corporations provide an app for consumer engagement – for example, with financial institutions or airlines.  

The question now becomes how does a company turn that into an opportunity – let’s say if a customer cannot get his or her question answered via the native app? More and more companies are realizing the value of integrating that application directly into their contact center to provide the customer an opportunity to ask for more assistance in real-time, at the moment of need.  

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.

 

 

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Please enable JavaScript to view the comments powered by Disqus. comments powered by Disqus Upcoming Events ITEXPO West 2012 October 2- 5, 2012
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Bipartisan Bill Offers Tax Incentives to U.S. Industry for Efficiency Retrofits

FREE eNewsletter Green Technology eNews delivers the latest news impacting technology in the Green industry each week. Sign up to receive FREE breaking news today!

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Ulticom's Upgraded Diameter Signaling Controller Offers Policy and Charging System Support

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Enhanced SAS Analytics Offers Higher Degree of Accuracy in New Product Forecasting

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AllThingsD Now Offers Free Podcasts of Steve Jobs Appearances on iTunes

The tenth annual D: All Things Digital conference wraps up Thursday in California, but if Apple CEO Tim Cook’s opening night interview has you fondly reminiscing about Steve Jobs’ six appearances at the event, you can now downloaded them absolutely free from iTunes.

AllThingsD has collected six Steve Jobs appearances at the D: All Things Digital conference from 2003 to 2010 and is now offering them free of charge as downloadable video or audio podcasts direct from iTunes.



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NEC Offers Cloud Telephony Service to Australian SMEs

- Alert) business. Both announcements are consistent with NEC’s global growth strategy, as well as supporting NEC Australia’s vision of becoming a leading Australian ICT services company.

Edited by Juliana Kenny

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Verizon Offers 300 Megabits per Second, But is it Necessary?

Local Search The Virtualization of the Contact Center Industry Apple Buys Italian Music Editor Redmatica Employees Beware, Gartner Expects More Social Media Monitoring Badgeville Brings in $25 Million in Fresh Venture Funding Sprint to Shutter Nextel Soon Featured Whitepapers Expanding Your Solutions Mix with the Perfect Blend of On-premise and Cloud Offerings Dark Fiber, Wholesale Services, Data Centers and Carrier Ethernet Sprint Complete Collaboration Video Hosted UC&C: A Powerful Tool for Enterprise Success IBM Business Analytics for telcos
Please enable JavaScript to view the comments powered by Disqus. comments powered by Disqus Upcoming Events ITEXPO West 2012 October 2- 5, 2012
The Austin Convention Center
Austin, Texas Mobility Tech Conference & Expo October 3- 5, 2012
The Austin Convention Center
Austin, Texas MSPAlliance MSPWorld™ October 3- 5, 2012
The Austin Convention Center
Austin, Texas
DevCon5 DevCon5 provides you with the information and tools you need to exploit the capabilities of revolutionary HTML5 technology
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Apple Now Offers “Free App of the Week” on iOS App Store

Apple hasn’t historically been too generous with freebies, especially when it comes to the App Store, which the company maintains with a pretty much hands-off attitude. But that may be changing, with a new

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Proximetry and EDX Wireless Partnership Offers a Complete Unified Smart Grid Wireless Solution

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Improvements to Speech Recognition Offers New Opportunities for IVR

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Adobe Now Offers Photoshop Lightroom 4 in Mac App Store

Adobe Systems is having a big week, shipping Creative Suite 6 on Monday and Creative Cloud expected on Friday, but in-between they’ve quietly slipped Photoshop Lightroom 4 into the Mac App Store, marking their fourth title to land on Apple’s virtual store shelves.

Adobe has released Photoshop Lightroom 4 to the Mac App Store, which now joins Photoshop Elements 10 Editor, Premiere 10 Elements Editor and Adobe Revel (formerly Carousel) on Apple’s Mac storefront. Lightroom 4 is priced at $149.99, which matches Adobe’s own retail pricing, but it’s not much of a deal considering the software can be purchased at a discounted $99 for customers also buying a Creative Suite 6 bundle, which Adobe shipped on Monday.



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Free CoPilot GPS App Offers Offline Route Planning, Local Exploration

There are plenty of GPS apps in the App Store for turn-by-turn navigation, but few are dedicated to route planning or exploration. If the built-in Maps app isn’t getting the job done for you, the folks at CoPilot may have just the thing -- and it’s free and universal.

CoPilot has announced the release of CoPilot GPS, a free, universal app now available on the App Store as well as the Google Play Store for Android devices. Unlike the company’s other apps focused on turn-by-turn navigation with 3D maps, CoPilot GPS is more about planning and discovery -- but users have the option to upgrade to the full monty as an in-app purchase, should they so desire.



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NextiraOne Offers Telecommunications Service to Poland's National Stadium in Warsaw

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Adobe Offers High-Quality Design Features with Creative Suite 6 Delivered Through the Cloud

Subscribe to InfoTECH Spotlight eNews InfoTECH Spotlight eNews delivers the latest news impacting technology in the IT industry each week. Sign up to receive FREE breaking news today! FREE eNewsletter

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Snapt Offers Free Open Source Solutions

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