News Briefs

39 percent of contact center leaders admit to struggling with identifying and measuring performance.
Posted September 28, 2015

Tadiran Telecom becomes the first enterprise communication solutions vendor listed on the Amazon Marketplace.
Posted September 28, 2015

The need for multichannel customer care is necessitating adoption of cloud solutions, finds Frost & Sullivan.
Posted September 28, 2015

Posted September 28, 2015

Verint Engagement Management will help support citizen engagement and aid in case management and resolution.
Posted September 24, 2015

Posted September 23, 2015

Posted September 23, 2015

Product enhancements support large-scale, global programs for in-the-moment, omnichannel feedback capture and personalized, role-based analysis.
Posted September 23, 2015

ContactWorld for Wearables connects contact center functionality to smartwatches and other devices.
Posted September 16, 2015

Click2Start offers big-business contact center technology for the SMB market.
Posted September 16, 2015

Posted September 11, 2015

Posted September 11, 2015

Application upgrades include a consolidated knowledgebase, omnichannel capabilities, and added routing functionality. (Featured on DestinationCRM.com.)
Posted September 10, 2015

Pega Customer Decision Hub adds contextual intelligence to marketing, sales, and service interactions and channels. (Featured on DestinationCRM.com.)
Posted September 09, 2015

Bright Pattern has added the WeChat messenger to its omnichannel call center platform.
Posted September 09, 2015

Microsoft Dynamics CRM 2016 will feature enhancements in productivity, intelligence, mobility, and customer service. (Featured on DestinationCRM.com.)
Posted September 08, 2015

With SnapEngage live chat integration, Zappix allows companies to add live chat to their Visual IVR mobile smartphone solutions.
Posted September 03, 2015

Vocalcom Social Care integrates with Twitter's new data products for customer care.
Posted September 03, 2015

Engagement Management Solutions will now be able to support omnichannel customer service environments in Brazil
Posted September 02, 2015

In-App Messaging allows brands to let customers talk to them via text message while staying within the mobile app.
Posted September 01, 2015

StepOne helps businesses manage call center scripts and other business processes in real time.
Posted August 31, 2015

Combined solutions help companies manage compliance and enhance customer experiences.
Posted August 27, 2015

The move will allow Axispoint Technology Solutions Group to expand its managed services offerings. DestinationCRM.com.)
Posted August 25, 2015

ShoreTel Connect Contact Center is tightly integrated with unified communications offerings.
Posted August 21, 2015

The integrated technology platform connects customers' digital journeys to the contact center.
Posted August 21, 2015

Posted August 05, 2015

Posted August 05, 2015

Posted August 05, 2015

Posted July 30, 2015

Posted July 30, 2015

Posted July 30, 2015

Integrated with Job Access with Speech assistive technology, Ameyo solution provides predictive and blending capability, OPEX licenses, and scalability.
Posted June 25, 2015

Enables companies to build multichannel customer service into mobile apps to deliver instant, contextual support.
Posted June 25, 2015

Jacada Agent Scripting solution provides greater auditing and reporting functionality and offers flexible deployments.
Posted June 25, 2015

Enhancements include automatic scam block, identifies threat levels.
Posted June 22, 2015

Combined contact center solution helps enterprises forecast and optimize calling campaigns and agent staffing.
Posted June 22, 2015

Analysts forecast further WFO sales gains thanks to accelerated back office and branch adoption.
Posted June 22, 2015

Users can now receive live support 24/7 within one hour.
Posted June 18, 2015

Partnership complements 3CLogic's contact center solution with social media software to support multichannel customer service.
Posted June 18, 2015

Patented software recognizes variants in natural human language.
Posted June 18, 2015

Allows agents to view images and videos directly from the Sparkcentral UI.
Posted June 18, 2015

Enables contact centers to adopt natural interface as single front-end multichannel customer contact solution.
Posted June 18, 2015

Solution leverages companies' current investment in Lync and transition to Skype for Business.
Posted June 17, 2015

MiContact Center Solidus offers improved multichannel customer experience from single agent desktop, announces partnership with Teleopti.
Posted June 17, 2015

Addition complements current routing capabilities of synchronous communication channels.
Posted June 17, 2015

Platform provides engagement journey visualization from customer interaction analytics.
Posted June 17, 2015

Solution captures and identifies complaints across enterprise, increases satisfaction and mitigates regulatory risks.
Posted June 17, 2015

Analytics applications can be customized for specific industry segments and workflows.
Posted June 17, 2015

Mobile recording app records inbound and outbound calls made on mobile devices, offers associated metadata.
Posted June 17, 2015

Companies join forces to serve customers from multiple industries with a unified platform.
Posted June 17, 2015
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