Genesys has announced plans to acquire VoiceGenie, a provider of self-service voice applications -- a move that is expected to solidify the drive to determine which standard will dominate the industry. The acquisition of the privately held firm, which is expected to close in a few weeks, will also a...
The hosted contact center subsector is the fastest growing in the hosted CRM space, suggest new statistics compiled by Frost & Sullivan. It is increasing at a rate that is at least as fast as the rate of expansion seen in the hosted CRM industry during the early 2000s, Frost & Sullivan Progr...
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 ...
Dell has indicated it will continue to expand its ties in the Indian outsourcing market, building on the contact center and R&D operations it already has established. Its most recent initiative? Plans to establish a customer contact facility in Gurgaon to complement its existing operations in Ba...
Sparking the interest of retailers around the globe, UK supermarket chain Tesco announced it will be selling Internet-based phone service and handsets on a pay-as-you-go basis. Tesco's move is more than a product announcement; by private labeling a VoIP, or Voice over Internet Protocol, service, Tes...
Asia Pacific is still the dominant locale for contact-center outsourcing, new figures from Frost & Sullivan confirm. The number of contact centers in the region totaled more than 21,360 in 2004 and is expected to grow at a compound annual rate of 9.1 percent to reach 39,247 by the end of 2011, a...
American retailers are turning to radio frequency identification technology -- RFID tags -- to ensure that in-demand items are in stock this holiday season, hoping to bolster end-of-year revenues, experts say. Holiday revenue can account for 25 to 40 percent of a company's annual revenue, and retail...
Unisys has been receiving a lot of attention lately, including accolades from IDC and Frost & Sullivan and a spot in the most recent edition of the book CRM at the Speed of Light. But there's been bad news as well. The company posted lower-than-expected third-quarter profits. Nearly a week ago, ...
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