News Briefs

MongoDB technology enables engineering teams to create applications at massive scale and support a variety of data.
Posted April 28, 2015

Cable operator has selected the call-back solution to improve the contact center experience.
Posted April 27, 2015

New RingCentral Contact Center offering features multichannel, skills-based routing, and advanced IVR capabilities.
Posted April 27, 2015

Contextual point-and-click answer technology for Web sites and Web apps now includes analytics.
Posted April 24, 2015

Features include new Web interface with advanced search capabilities.
Posted April 24, 2015

Developers can access Heroku's ecosystem of pre-integrated app components, services and tools.
Posted April 21, 2015

BPOs promote the value of U.S.-based sales and customer service to their clients.
Posted April 21, 2015

The evolution from legacy call center involves staffing, resources, organizational alignment and deployment of technology.
Posted April 21, 2015

Solution advances employee engagement and corporate performance.
Posted April 21, 2015

Software aggregates feedback from various customer touch points and distributes it across organizations.
Posted April 21, 2015

Capabilities feature real-time monitoring of key metrics, including chat volume, visitor experience, and agent performance.
Posted April 16, 2015

New IVR module can gauge customer behavior trends, measure channel engagement, and analyze and reduce wait times.
Posted April 16, 2015

Solution enables real estate agencies to provide listings and event-triggered texts to field-based agents.
Posted April 14, 2015

Includes contact center solution for real-time engagement with patients and providers and mobile physician relationship management app.
Posted April 13, 2015

Enhanced solution also features automated processes including intraday dynamic scheduling and automatic evaluation queues.
Posted April 13, 2015

Solutions provide unstructured customer feedback found in spoken conversations.
Posted April 13, 2015

With its sixth acquisition, enterprise social technology company accelerates its social consolidation strategy to help brands improve customer experience.
Posted April 09, 2015

Fine is FCC's largest data security enforcement action to date.
Posted April 09, 2015

Cross channel customer conversations provide mobile-first customer convenience.
Posted April 09, 2015

Provides agents with a single interface with click-to-dial and screen pop capabilities that help personalize customer interactions.
Posted April 09, 2015

The alternative to premise-based contact centers promises cost savings, fast implementation and flexible deployment options.
Posted April 09, 2015

Deal furthers Calabrio strategy to expand global customer base.
Posted April 01, 2015

Accelerates implementation of Mattersight's predictive behavioral routing in Avaya environments.
Posted March 31, 2015

Ensures contact centers are running at optimum levels from the floor, home or while traveling.
Posted March 31, 2015

Combination allows businesses to share screenshots, videos and guides with customers via Box for assistance.
Posted March 30, 2015

Software resolves abandonment issues.
Posted March 30, 2015

Allows businesses to deploy an end-to-end cloud solution for PBX/UC and contact center applications.
Posted March 30, 2015

Partners include Adobe, Artificial Solutions, Lavastorm and MCorpCX.
Posted March 27, 2015

Includes built-in connectors to indirect channels such including Twitter and Facebook.
Posted March 27, 2015

World's largest IBX data center and colocation provider rolls out TouchCommerce TouchChat on its Germany, France, Switzerland, and United Arab Emirates sites.
Posted March 26, 2015

Solution also uses NICE's feedback solution to solicit real-time customer feedback immediately after an IVR or agent interaction.
Posted March 26, 2015

Helps companies continuously measure and manage their performance to gather the right information needed to drive the right actions.
Posted March 25, 2015

Pulse complements Salesforce automation tools such Salesforce.com, Microsoft Dynamics and Siebel.
Posted March 25, 2015

VOC and market research solution can reduce coordination costs by up to 90 percent.
Posted March 24, 2015

New digital capabilities deliver personalized videos that enhance and differentiate the customer experience.
Posted March 23, 2015

Mobile self-service, cloud-based platform empowers companies to build their own smartphone app in minutes.
Posted March 23, 2015

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
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