Sentiment Partners with IP Integration on Social Solutions for Contact Centers

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Social customer service provider Sentiment is teaming up with systems integration company IP Integration to help inject social solutions into existing contact centers. As contact center providers rush to offer social tools, Sentiment and IP Integration are working to ensure that social solutions are no longer considered an afterthought.

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Avaya Expands Its Partnership with Plantronics

Avaya and Plantronics have started a co-development initiative to simplify communications in contact center and unified communications environments. The first initiative under this expanded relationship is focused on ensuring compatibility and tight integration between Plantronics headsets and Avaya's Chrome-based contact center apps, including Avaya Agent for Chrome and Customer Engagement OnAvaya-Google Cloud Platform.

Leonard Klie | Nov 18, 2015
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Tictail Delivers In-App Customer Service to Drive Mobile Commerce

With Black Friday and Cyber Monday right around the corner, companies expect more transactions to occur through mobile devices. Last year, mobile commerce accounted for 22.56 percent of online sales in November and December, and 27.91 percent of Black Friday sales, according to the 2014 IBM Experience One U.S. Retail Online Holiday Shopping Recap Report. This year, the number will likely surpass 30 percent, and as mobile secures its position as a key channel for online retail, retailers should consider stepping up their mobile customer support.

Maria Minsker | Nov 13, 2015
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Oracle Releases Oracle Knowledge Advanced for Service Cloud

Just two weeks after its annual OpenWorld user conference in San Francisco, Oracle has announced further enhancements to its cloud product set. Today, the company introduced Oracle Knowledge Advanced Cloud, a solution that helps facilitate customer service interactions by granting customers and contact center agents improved access to instructional materials.(Featured on

Nov 11, 2015
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TouchCommerce Introduces TouchSocial

TouchCommerce, a provider of omnichannel customer engagement solutions, today launched TouchSocial, which enables companies to embed shortlinks into social media posts so that customers can initiate personalized live chat sessions with product or customer service specialists.

Leonard Klie | Nov 10, 2015
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Amazon's New Bookstore Is About Customer Service, Not Sales

To the surprise of many, the company that all-but demolished the brick-and-mortar book business debuted its first brick-and-mortar book store earlier this week. With the opening of Amazon Books in Seattle, the e-commerce behemoth is redefining the in-store experience, and it's all about personalized service. On the surface, the store is a condensed, limited version of the online business; digging deeper into its shelves, however, reveals a much more nuanced business model.

Maria Minsker | Nov 06, 2015
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HDI Report Shows Growing Need for Technical Support

Support ticket volume has increased in 63 percent of all support organizations, according to a new report by HDI, a membership association and certification body for the technical support industry. This is largely due to an increase in the number of new applications, systems, equipment, infrastructures, and devices that customers are using and a growth in the number of customers at many companies.

Leonard Klie | Nov 06, 2015
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Enghouse Interactive Updates Its Customer Interaction Portfolio

Enghouse Interactive, a developer of contact center software, yesterday unveiled the latest versions of its five key business communications and customer interaction technologies, integegrating all of them into a unified product suite. These releases include new version of Enghouse Interactive's Contact Center: Enterprise (CCE); Communications Center (EICC); Contact Center: Service Provider (CCSP); Communications Portal (CP); and Quality Management Suite (QMS).

Leonard Klie | Nov 05, 2015