Genesys has updated its contact center and workforce management software suites. The former adds intelligent contact center routing functionality in a software-only application. The latter update includes the ability to dynamically reschedule agents in the middle of the day in response to call volum...
The global outbound dialing market -- dominated by equipment vendors including Aspect, Avaya, Genesys, Nortel and Cisco -- not only is saturated in many regions, especially North America, but also is facing stiff headwinds, according to a new study by Frost & Sullivan. These challenges include a...
Genesys has announced plans to acquire VoiceGenie, a provider of self-service voice applications -- a move that is expected to solidify the drive to determine which standard will dominate the industry. The acquisition of the privately held firm, which is expected to close in a few weeks, will also a...
Microsoft and Alcatel expect to deliver a product next month that will target mid-sized companies with contact centers around the world. The two companies announced their intentions on Wednesday. The new product will be based upon Alcatel's OmniTouch Contact Center Premium Edition and Microsoft Dyna...
IBM today announced it is contributing proprietary voice-recognition software to two different open-source software groups. The Apache Software Foundation will receive Reusable Dialog Components (RDCs), used for handling simple words for dates, times and locations. In addition, IBM is proposing a pr...
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