Oracle has acquired Telephony@Work, an on-demand provider of IP-based software infrastructure for hosted contact center services. Telephony@Work provided much of the functionality in Oracle's OnDemand Contact Center application via an OEM deal the company had with Siebel, which Oracle has since acqu...
Avaya has rolled out two products aimed at expanding its footprint in the mid-market segment, as well as a completely new venture for the on-demand space. The new applications include a single-server product called Avaya MultiVantage Express, which offers IP telephony, messaging, contact center and ...
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...
"In terms of new VoIP products, this is definitely the year of the small business," John Macario, president of Savatar, told CRM Buyer. Macario has attended several VON Conference and Expos -- the voice-data industry's primary trade show -- over the years. At this year's show, now drawing to a close...
Avtex, a Microsoft Certified Gold Partner that offers contact center, IP telephony and unified messaging applications, will be moving into the hosted contact center VoIP space once its acquisition of Interactive Solutions International is completely absorbed. The company announced on Friday that it ...
The home-based customer care market -- a small but quickly growing niche of the contact center industry -- could triple by 2010 to 300,000, according to a new report by IDC. "Current estimates put the number of home-based agents at 112,000, so that is a strong growth rate," Stephen Loynd, senior ana...
In a move designed to quickly expand its call center capacity and productivity, Vonage today announced its sales and service subsidiary, Vonage America, has chosen Avaya's SIP-based telephony and contact center solutions. Vonage, a provider of broadband telephony in North America, hopes the move wil...
Global securities and investment services firm Morgan Stanley is dialing up a VoIP solution from Avaya that will let its Institutional Securities Group place internal and external telephone calls over the Internet. The move is likely to help simplify Morgan Stanley's IT infrastructure by reducing th...
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