Avaya is purchasing Israeli enterprise software developer ITNavigator, a go-to-market partner whose software is already in use as Avaya Contact Center Control Manager, for an undisclosed sum.
SaaS
Google Solutions Marketplace Is Already An Exemplary Partner Site
Leave it to Google to launch an online resource for its third-party application providers that is clean, easy-to-use and informative.
Voxeo Acquires ClackPoint: Provider of “Collaboration Spaces”
Web-based conferencing has a new construct: Collaboration Spaces. The originator of Collaboration Spaces, ClackPoint, now has a new owner: Voxeo.
Empirix Offers Hammer Testing as a Service
Today, Empirix is formally launching Emprix Testing as a Service(TM), in response to a growing need from companies who are making major investments in a wide range of self-service resources and require highly customized (and dynamic) quality assurance testing that won’t add to the capital budget.
Customer Interaction Analytics: Quality of Care on the Critical Path
As customer care spans multiple modalities requiring real-time responses, “Analytics” has become an all-purpose word that embraces monitoring and recording, knowledge management, business intelligence, word spotting, data mining and analysis of data from a multiplicity of sources. Yet the most important aspect of new systems is the ability to correlate measured activity in ACDs, IVRs and agent workstations with overall business objectives, including customer satisfaction and retention, increased sales, agent productivity and, ultimately, profitability.