omni channel insight
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Appian announces the intelligent contact center platform
Monday, April 30, 2018 by Austin Harris
Appian has announced a new product for rapidly building contact center solutions. Appian Intelligent Contact Center Platform is a new cloud platform tailored to the unique needs of contact center teams. The new platform inherits all of the core attributes of the Appian platform for building omni-channel customer engagement, case management, and intelligent automation so...
Mitel certifies Enghouse quality management suite
Tuesday, March 20, 2018 by Austin Harris
Enghouse Interactive has announced that Mitel has certified Enghouse Interactive’s Quality Management Suite version 7.1 for MiVoice Business 8.0 SP1, MiVoice Border Gateway 10.0 and its Secure Resource Connector (MBG/SRC). Enghouse Interactive’s Quality Management Suite (QMS) is comprised of three modules: Call Recording for interaction recording and live monitoring; Ag...
Flex contact platform announced by Twilio
Monday, March 19, 2018 by Austin Harris
Twilio announced Flex, a contact center platform that gives businesses complete control of their contact center experience. With Twilio Flex, companies can instantly deploy an omnichannel contact center platform and also programmatically customize every element of the experience including the interface, communication channels, agent routing, and reporting to meet the un...
Omnichannel insights launch for phone call analytics platform DialogTech
Wednesday, July 26, 2017 by Austin Harris
DialogTech, a provider of marketing analytics for phone calls, has announced the launch of Dashboard Insights. Businesses and agencies can now access and visualize DialogTech’s call analytics data however they choose to gain the right insights into how phone calls from digital advertising, website interactions and offline marketing drive appointments, customers and reve...
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