Mitel overhauls contact centre

Some IT suppliers describe an overhaul of their applications in flowery language.  But an official at Mitel Networks was pretty blunt in picturing the latest version of one of its main products. “Our

Published on: February 13th, 2014 Howard Solomon

Canadian firm buys cloud-based support company

A Canadian provider of a broad range of software solutions for organizations has strengthened its customer service offerings by buying a software-as-a-service knowledge management developer. Enghouse Systems Ltd. said Monday it has bought

Published on: September 9th, 2013 Howard Solomon

ShoreTel improves contact centre offering

Agents gain more flexibility and will be able to handle more inbound and outbound transactions with ShoreTel Inc.’s Web-based message routing and queuing product Enterprise Contact Centre 8, according to the unified messaging

Published on: February 12th, 2013

Avaya developing chameleon units for business communications

Avaya Inc. is coming out next spring with chameleon-like appliances that will take on the characteristics of phones, desktop video systems, locked-down contact-center terminals – a whole range of dedicated communications gear. These units

Published on: November 2nd, 2009 Tim Greene

Salesforce.com, Cisco tie-up produces SMB call-centre tech

Salesforce.com and Cisco Systems on Monday announced an offering for small and medium-size companies that integrates Salesforce.com's on-demand, customer-service software with Cisco's unified communications technology.The Customer Interaction Cloud is aimed at businesses with

Published on: October 5th, 2009 Chris Kanaracus