Polycom is set to be bought by Siris Capital Group, while ShoreTel recently acquired cloud-based UC specialist Corvisa. Industry heavyweights like Avaya and ShoreTel are hiring financial advisors to explore new strategic options, which could include potential sales of the companies or selling off specific assets. Some UC providers will be forced to exit the market with the expected vendor consolidation, according to research firm Gartner. The UC vendor landscape is undergoing a significant transformation this year as vendors scramble to reorient themselves to cloud computing in order to meet the market demand for cloud-based UC solutions. ’We will significantly invest across the entire Interactive Intelligence product portfolio to support the continued momentum of Purecloud, cloud communications-as-a-service and Customer Interaction Centre,’ said Segre. PureCloud is a multi-tenant, enterprise-grade cloud system based on a microservice architecture that leverages Amazon Web Services. That program is focused on its PureCloud contact center-as-a-service platform that launched in 2015, a product that has helped it attract 50 new channel partners this year. Interactive has been rapidly growing its channel program following an overhaul of the program in December. Indianapolis-based Interactive Intelligence, which was recently named in Gartner’s 2016 Magic Quadrant For Unified Communications, owns a Customer Interaction Center (CIC), an all-in-one software solution that offers both contact center and UC functionality. ’Our combined product portfolio will provide the broadest set of transformative customer experience solutions optimized for customers of all sizes and sophistication levels, available both in the cloud and on-premise,’ said Segre, in a statement. Warm lead capture widget that alerts the sales team instantly of an interested prospect.The unified communications landscape continues to get shaken up this year as call center software provider Genesys Telecommunications unveiled plans Wednesday to acquire rival Interactive Intelligence for approximately $1.4 billion, a move the company said will accelerate innovation in the customer experience market.ĭaly City Calif.-based Genesys said the purchase will allow the company to execute on its mission of powering the ’world’s best customer experiences at scale, anytime, anywhere – over any channel, in the cloud and on-premise,’ according to Genesys CEO Paul Segre. (read more) CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents. Warm lead capture widget that alerts the sales team instantly of an intere. Agents can hand control over to the client There is no registration or download required by the client. The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no need to get the customer off the phone, onto another platform.Īgents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out. Posted by Veronica Silva Cusi, news correspondentĬrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.ĬrankWheel complements voice calls by adding visuals to ongoing calls. We invite you and your colleagues to join us LIVE as we take the highest rated industry conference to the next level! the 2022 World's Best! - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement GLOBAL Best Practices Conference! #contactcenterworld, - content continues below this message Balto's inclusion in Genesys's AppFoundry makes it possible for our mutual customers to scale excellent conversations to their entire organizations with the push of a button." "Our deepening partnership with Genesys allows for an almost one-click integration with Balto Real-Time Guidance. "The Genesys AppFoundry is the destination of choice for contact centers looking to take their customer experience to the next level," said Marc Bernstein, founder and CEO of Balto. The AppFoundry allows Genesys customers from all market segments to discover and rapidly deploy a broad range of solutions that make it easier to interact with consumers, engage employees and optimize their workforce. #contactcenterworld, Louis, MO, USA, June, 2022 - Balto, a real-time guidance platform for contact centers, announced that its AI-powered enterprise conversation excellence solutions are now available as a Premium App on Genesys AppFoundry, a dedicated marketplace focused on customer experience solutions.
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