News Briefs

New research reveals critical importance of personalized, omnichannel service for online and phone shoppers.
Posted March 23, 2015

Enables mobile carriers to record customer interactions across multiple channels.
Posted March 23, 2015

Acquisition further expands Avtexs' national footprint, merges two Interactive Intelligence partners.
Posted March 19, 2015

Connects customer insight, context and real-time journey behavior on all digital and offline channels.
Posted March 19, 2015

Updated apps for Sales Cloud and Service Cloud help customers create unified communications and contact center environments.
Posted March 19, 2015

Release provides engagement and analytics support for Instagram, and publishing, engagement and analytics support for Weibo.
Posted March 17, 2015

Solution authenticates users via a financial institution's mobile app.
Posted March 17, 2015

Complete SaaS solution provides scalable foundation for customer engagement.
Posted March 17, 2015

New journey management capabilities offers front and back office staff to view interactions and includes new integrated knowledge management technology.
Posted March 16, 2015

Two-way, inbound texting application is compatible with key Avaya contact center solutions.
Posted March 16, 2015

Partnership is expected to deliver integrated and secure UC and contact centers solutions and jointly serve customers.
Posted March 11, 2015

Contact center functionality enables supervisors to manage, transfer, merge and monitor voice calls.
Posted March 11, 2015

Allows customers to pick up an incomplete service transaction at a different time and on a different channel.
Posted March 11, 2015

Solution authenticates users via a financial institution's mobile app.
Posted March 10, 2015

Solution also features customer interaction history.
Posted March 10, 2015

Unified contact center solution expands functionality of manager portal.
Posted March 04, 2015

Transition designed to increase company's efficiency, flexibility and scalability for customer experiences.
Posted March 03, 2015

The addition of CCM technology to Kofax's BPM solutions bolster smart process capabilities.
Posted March 03, 2015

On demand keyword spotting and auto-call scoring enable businesses to detect trends and monitor agents.
Posted March 03, 2015

Latest release of platform provides mobile customer service capabilities via smartphones.
Posted March 03, 2015

An IVR enables drivers to order food and authenticate purchases while maintaining focus on the road.
Posted March 03, 2015

Poor customer service cited as biggest reason for customer defections.
Posted March 03, 2015

New capabilities include an executive CEM solution to measure actual mobile user experience.
Posted March 02, 2015

With semantic annotation, enterprises can gain insights from large volumes of unstructured text.
Posted March 02, 2015

HP Qfiniti 10.3 helps multisite contact centers manage call recording and customer engagement
Posted March 02, 2015

Alerts expand contact centers flexibility.
Posted February 26, 2015

The IVR includes SIP support and can be virtualized.
Posted February 26, 2015

Increased need for cost reduction is one of the major growth drivers.
Posted February 25, 2015

Solution instantly responds to adapt at each interaction point based on real-time behaviors within a call to match customer pace.
Posted February 24, 2015

Report finds that increasing mobile customers are forcing organizations to adapt their digital engagement models or lose relevance.
Posted February 24, 2015

Avaya customers who use the IP Office platform can access Calabrio's WFO applications.
Posted February 20, 2015

Enhancements target workforce, quality management and performance management offerings.
Posted February 20, 2015

Improvements designed to deliver actionable intelligence through engaging digital experiences.
Posted February 19, 2015

Billing Suite focuses on reducing high bill call volume and call center handle time while increasing customer satisfaction.
Posted February 18, 2015

Corvisa's contact center suite, phone system and platform can be offered as a complete solution or a la carte.
Posted February 18, 2015

Partnership provides integrated contact center and workforce optimization capabilities.
Posted February 18, 2015

Solution brings peer-to-peer support to mobile and social channels.
Posted February 18, 2015

Collaboration increases customer service levels and reduces contact center costs.
Posted February 17, 2015

Enables companies can see information at a granular context and take immediate action.
Posted February 17, 2015

Integration streamlines processes and eliminates the need for duplicate entry with synchronized data.
Posted February 13, 2015

Next generation CEM software includes social sharing and text analytics.
Posted February 12, 2015

Companies share previous relationships with Interactive Intelligence.
Posted February 10, 2015

New features include back-end changes and reconfigured navigation.
Posted February 10, 2015

Solution features new operator console, supervisor visibility, mobility and video integration.
Posted February 09, 2015

For three straight quarters, the American contact center industry continues to see growth.
Posted February 09, 2015

Allows contact center agents to use the Vocalcom cloud on Chromebooks through WebRTC-enabled interfaces.
Posted February 05, 2015

Solutions allow contact centers to make greater use of their existing contact center and IVR platforms.
Posted February 04, 2015

Solution ensures efficient ticket routing and resolution.
Posted February 04, 2015

Consumers who are forced to switch channels for assistance fracture the brand experience.
Posted February 03, 2015

Offers new communications hub for omnichannel interactions in the cloud.
Posted February 02, 2015
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