Verizon’s introduction of Web Center Voice has potential but will suffer from its marketing position to “complement” a five-year-old service.
Distributed Contact Center
Voxeo Adds Twitter to its Unified Self-Service Mix
Voxeo introduces a new service thatincludes automated handling of both inbound and outbound Twitter traffic as part of Unified Self-Service. It is the product of recently acquired IMified and its platform that enables companies to automate the process of receiving and responding to customer queries via IM.
Genesys’ UC-Connect Debuts Today
Genesys has formally launched UC-Connect, a software suite that tightly links Genesys branded Customer Interaction Management (CIM) resources with IBM SameTime, Microsoft Office Communications Server 2007, Siemens OpenScape and parent company Alcatel-Lucent’s MyInstant Communicator.