Distributed Contact Center

Verizon Business Announces its “Cloud Based” IVR

By Dan Miller on June 25, 2009 • ( 0 )

Verizon’s introduction of Web Center Voice has potential but will suffer from its marketing position to “complement” a five-year-old service.

Voxeo Adds Twitter to its Unified Self-Service Mix

By Dan Miller on June 24, 2009 • ( 0 )

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

By Dan Miller on June 8, 2009 • ( 0 )

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.