Workforce Optimization

Integrating CX platforms with agent performance enhancement tools will help contact centers gain valuable data that can improve customer interactions, finds Frost & Sullivan An…
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Cloud's ability to de-silo data from disparate sources is a vital advantage in the new marketplace, finds Frost & Sullivan The hyperdigitalization caused by the pandemic has…
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Supporting Agents and Supervisors in their quest to better enable remote workers – and demonstrating an additional proof point of the Five9 product unification strategy…
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The Business Intelligence Group today announced that it has named Rowan Trollope, CEO of Five9  (NASDAQ:FIVN), Top Executive in Cloud Computing in the 2020 Stratus Awards. Stratus…
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Intellecta™ from OnviSource Enables InfoCision to Discover Their Customers’ Sentiment, Trend and Behavior, as well as Improving First Call Resolution, Automating QA OnviSource…
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DVSAnalytics, a leading provider of workforce optimization software for contact centers, shines a spotlight on its enhanced cloud contact center offerings at Customer Contact Week.…
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Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) solution provider, announced it has entered into a referral partnership with Fuze, a leading…
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ZOOM International a worldwide leader in omni-channel compliance recording, workforce optimization (WFO), and revenue protection software for contact centers will begin doing business…
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Based on its recent analysis of the North American workforce optimization (WFO) market, Frost & Sullivan recognizes Genesys with the 2020 North American Innovation Excellence Frost…
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Approximately 90 percent of global organizations currently use an on-premise solution for their contact centers, leaving them ill-equipped to manage the rapid scaling and remote work…
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