Archive

Avaya IP Office joined the BYOD revolution with the release of version 8.1 earlier this year. Now the company is gearing up for more changes, including a forthcoming release that will integrate video functionality into its feature set. It will continue to expand its functionality around mobility in ...

New mobility and security features are among the areas of focus in Avaya's latest iteration of Avaya IP Office 8.1, its unified communications platform for small and mid-sized enterprises. The company also built out the scale of the application; it is now able to serve 1,000 users in a single locati...

Avaya has added new products and enhanced existing ones in its Customer Experience Interaction Management portfolio. The overarching goal of the changes was to allow users to reach out to customers via any channel the customers chose -- for example, mobile application, social media or phone. Such ac...

Samsung's forthcoming Galaxy S III smartphone will be the company's first device to be officially branded and sold under its new SAFE program. SAFE stands for "Samsung Approved for Enterprise." The Galaxy S III will be available in the U.S. from Verizon Wireless, AT&T, Sprint, T-Mobile and U.S.

CRM Conference is being held May 29 to 31 at the Chicago Hyatt Regency. This annual event offers a unique agenda for retailers, said Devon Wylie, CEO of CRMC. "It's specifically focused on case studies from topnotch multinational retailers. With this approach, attendees can get actionable learnings ...

Avaya is formalizing an outsourcing service it has been offering select clients for the past year. The service, Avaya Communications Outsourcing Solutions, manages all of a company's communications operations, regardless of age, location or vendor. It is part of the company's portfolio of Managed Se...

Avaya has provided a sneak preview of several healthcare IT-based mobile applications it will be rolling out later this year. These include Avaya Mobile Activity Assistant, Avaya Flare Communicator for iPad, and other collaborative service offerings in telehealth and social media. Healthcare is one ...

TeleTech has been placed in the "Leaders" quadrant of Gartner's Magic Quadrant: Customer Management Contact Center BPO, Worldwide, 2011, and Yesmail has announced the release of its "Look Book" in celebration of its recent awards for mobile-scalable email design. Meanwhile, West Interactive has rele...

Avaya has released its IP Office 8.0 -- the latest iteration of its trademark unified communications platform for small and mid-sized businesses. The new application comes with a number of new features, some of which focus on the company's core competency of communications, collaboration and presenc...

The CRM landscape is shifting gears -- and it looks as though 2012 will be the year that will see investments in technologies to cash in on a veritable explosion of social media, mobile and integration opportunities. The winners in 2012 will be those that can figure out new ways to distinguish thems...

Fast, easy and accurate -- ask any consumer to describe good customer service and that is the likely response you'll receive. Traditionally, people have reached out to call centers, confident that a well-trained customer service representative would have the knowledge to fill in the blanks. But movi...

Predixion Software has introduced Predixion Insight 2.0, the latest version of its collaborative predictive analytics solution. The new release includes enterprise collaboration features, interactive visualizations and automated workflow capabilities, as well as an on-premises version of its predict...

Avaya is delivering multimedia capabilities to the front line with its announcement of two new contact center products designed to bring agent-assisted and automated customer service up to speed with the social networking world: Avaya Aura Contact Center 6.2 and the Avaya Experience Portal. Avaya Au...

Avaya has made enhancements to several Avaya Healthcare Solutions products -- adding tools to automate patient outreach for chronic disease management and follow-up. Built on Avaya's workplace collaboration and patient care lines, the new products were unveiled this week at the 2011 Annual HIMSS Con...

Zoho has enhanced its CRM app with new accounting and telephony functionality via integration with QuickBooks and several telephony systems. Zoho CRM for QuickBooks and Zoho PhoneBridge -- which hooks into PBX systems from Asterisk, Avaya, Elastix, and Trixbox -- each take about 20 to 30 minutes to ...