Archive | June, 2010

Arc Solutions Expands Middle East and Africa Business

Today, Arc Solutions announced that it has continued to expand its reach across Middle East and Africa with its portfolio of software tools that improve communication across the enterprise. Analysts predict that the Middle East unified communications market is expected to reach over $200 million over the next 4 years. In order to help fulfill [...]

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Do You Have a Full View of the Customer Experience?

As a company that is already recording and monitoring telephone conversations, are you getting a comprehensive view of the agents’ work flow? With call recordings alone, can you accurately account for long pauses? Is the pause due to network lag or because an agent is struggling to navigate your corporate systems? When paired with call [...]

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How Are You Using Call Recordings?

Companies may choose to record calls for a variety of reasons, from resolving customer disputes to achieving regulatory compliance, improving customer service, or increasing security. Call recordings can bring the voice of the customer to life, helping people across your organization better understand the value of a new feature request or the delight that they express when [...]

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Telrex Intellectual Property and Operations Acquired by Enghouse and Mettoni Group

Enghouse Systems limited (TSX: ESL) announced the completion of the acquisition of the intellectual property of Telrex LLC and Mettoni Inc., a wholly-owned subsidiary of Enghouse, acquired the Telrex operations. View the complete release here.

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IVR Solutions Power Medical Research and Trial Services

ClinPro Inc., a full-service clinical research organization (CRO), wanted to offer phone-based, interactive voice response (IVR) solutions to give researchers everywhere a fast and easy means of participating in studies. They sought a reliable platform, with broad speech capabilities to ensure ease-of-use for medical professionals worldwide. They also required rapid development features, as the IVR [...]

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