What has happened in the customer service industry in the week ending October 12, 2013 and what people are talking about.
Enghouse Systems Acquires ANDTEK GmbH -- Headquartered in Hallbergmoos, Germany, ANDTEK is a unified communications (UC) specialist delivering attendant console and contact center solutions as well as a range of handset applications for small and large size organizations. For over 10 years, ANDTEK has developed a broad range of applications designed for the UC environment and is one of just a few companies in EMEA having reached the highest Cisco partner level ("Preferred Solution Developer"). ANDTEK's products are largely sold through a reseller channel. ANDTEK has 29 employees with offices in Germany and a development center in Hungary.
Genesys To Acquire Echopass -- The Echopass platform, which has incorporated Genesys software since 2000, brings scale to the Genesys platform cloud offering for large Enterprises, including State and Federal Governments. The solution provides flexible deployment scenarios, including a cloud-only model ideally suited for the mid-market, and a hybrid-cloud model which blends on-premise and cloud-based solutions. The hybrid model provides the flexibility to integrate with existing on premise multi-vendor application environments, allowing customers to migrate to the cloud based on their unique business requirements
NewVoiceMedia launches first integrated Cloud Workforce Management solution -- With WFM and telephony in one complete solution, businesses can dynamically change the customer experience based on the resources they have available. For example, customers needn’t navigate an IVR if there are agents available, so the company can decide not to surface the IVR in such instances.
Calabrio Raises the Bar for Usability in Workforce Optimization -- Text analytics enriches existing speech and desktop capabilities in Calabrio Analytics to include voice of the customer analysis for e-mail interactions. The expanded offer provides a unified analytics platform that enables organizations to better understand and capitalize on all the important elements that drive customer experiences.
Which Emotion Spreads Fastest Online? -- Open Forum, Anthonia Akitunde
Contact Center for SMB – UCStrategies.com, Blair Pleasant
20 Fresh Ideas for Celebrating Customer Service Week – Off Center Blog, Greg Levin