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Mobile VoIP Apps, Cloud-based Workforce Optimization, Advanced UC Suite

Enterprise Platform, API Enables Mobile VoIP Calls

Zingaya has introduced the Zingaya Enterprise, a platform and API suited for large organizations that enables VoIP calls from a browser or a mobile app. Zingaya enables VoIP calls without a phone or a download. Organizations can embed a widget on their website that allows their customers to simply click a button to start speaking to a live customer agent. The Zingaya Enterprise offers enhanced social CRM features, including: SIP support and secure call encryption, customizable widgets and integration with existing analytic workflow tools (such as Google Analytics) for reporting purposes. The VoIP platform also features a mobile SDK for iOS and Android, enabling developers to build mobile and web apps.

Fully-Integrated Cloud-based WFO Solution

Five9 Inc. and NICE Systems have partnered to release the Five9 Workforce Optimization solution, a cloud-based Workforce Optimization (WFO) solution. Hosted by Five9, the solution fully integrates NICE technology with the Five9 Virtual Contact Center platform. The complete solution offers the following features:

  • Robust interaction recording with built-in query, storage and retention capabilities
  • Performance monitoring and evaluation with integrated coaching capabilities.
  • Advanced forecasting and scheduling capabilities with built-in multi-skill and multi-site capabilities
  • Analysis of interactions using speech, desktop and call flow analytics
  • Performance dashboards and scorecards for individuals, teams and entire organizations

The solution also includes enhanced data protection and customer retention capabilities that aid contact centers in complying with consumer privacy regulations such as PCI-DSS. Together, these new capabilities enable Five9 customers to meet rapidly proliferating service goals and growing customer expectations, while balancing agent costs.

Advanced UC Suite Suits N. American SMBs

KnoahSoft and Esna Technologies have entered into a strategic partnership to offer a full suite of advanced Unified Communications (UC) and contact center tools to North American small- to midsized businesses. The companies have paired Esnatech's UC services through its Office-LinX platform with the advanced call recording and analytical tools in KnoahSoft's Harmony solution. The partnership enables both companies to provide comprehensive, scalable solutions for call recording to their enterprise UC customers to improve productivity, mitigate regulatory risk, and enhance call center effectiveness and agent performance.

Christina Hammarberg is the former associate editor at ICMI.