News Briefs

Unified platform's new capabilities increase productivity and deepen engagement to satisfy today's demanding customer.
Posted June 10, 2015

Updated solution enables service providers to deliver personalized services across channels.
Posted June 10, 2015

Real-time translation technology expedites multilingual customer support ticketing.
Posted June 10, 2015

Contact center technology provides real-time customer information for personalized experiences.
Posted June 10, 2015

Makes product line available to EarthBend's communications solutions resellers.
Posted June 10, 2015

Mattersight survey finds that constant consumer negativity presents a challenge to customer service executives.
Posted June 10, 2015

Accenture Customer Insights solution helps insurance carriers deliver new products to customers across channels.
Posted June 10, 2015

Adding call-back functionality to the contact center lowers abandonment rates, reduces cost-per-call.
Posted June 10, 2015

Acquisition adds quality management capabilities and analytics software.
Posted June 04, 2015

Help desk tool to keep support teams, users and customers efficient and productive.
Posted June 03, 2015

Patent covers layered networked contact center technology.
Posted June 03, 2015

NICE's customer engagement solutions improves overall efficiency and customer experience.
Posted June 03, 2015

Integration provides an omnichannel experience in the contact center.
Posted June 03, 2015

Solution enables agents to focus on callers instead of multiple software and legacy applications.
Posted June 01, 2015

Solutions drives personalized interactions that improve customer engagement and patient health outcomes.
Posted May 28, 2015

Company invented system for self-service, call routing, and transition from self-service to agent-assisted service.
Posted May 28, 2015

Solution gathers feedback and operationalizes voice of the customer.
Posted May 28, 2015

Acquisition increases European footprint and expands cloud contact center portfolio.
Posted May 27, 2015

Acquisition will provide complete, end-to-end technology solution for marketers, and customer care organizations.
Posted May 22, 2015

Bulk of CRM spending seen in communications, media and IT services industries.
Posted May 22, 2015

Allows developers to integrate Nexus support functionality into consumer and business apps.
Posted May 21, 2015

Company buys UC collaboration and contact center solutions firm
Posted May 21, 2015

Company integrates customer engagement solution with Aspect Zipwire.
Posted May 21, 2015

Aer Lingus and other clients use solution to expand social customer engagement.
Posted May 20, 2015

Solutions serve multimarket and global brands with multilingual customers.
Posted May 20, 2015

Combines marketing and call tracking analytics with contact center software.
Posted May 18, 2015

Fliptop to provide NewVoiceMedia's call and activity data to joint customers.
Posted May 13, 2015

Solution uses local connectivity and language translation to provide customer engagement.
Posted May 13, 2015

Provides contact center agents with complete customer data at their fingertips.
Posted May 11, 2015

Acquisition extends capabilities to test next-generation UC and contact center technology.
Posted May 07, 2015

Solution's new infrastructure helps streamline frontline and back office operations.
Posted May 07, 2015

Solution includes big data analytics to collect and analyze information from all channels and platforms.
Posted May 07, 2015

Organization to hire thousands of agents, create customer-centric culture.
Posted May 07, 2015

Solution helps organizations optimize staffing levels based on real-time demand.
Posted May 06, 2015

New offerings are powered by advanced machine learning and predictive analytics.
Posted May 05, 2015

New solution provides real-time business intelligence, analytics and reporting through easy-to-use and customizable dashboards.
Posted May 05, 2015

Growing demand tied to increase in mobility and customer self-service.
Posted May 04, 2015

Provides unified communications from Microsoft and Genesys' omnichannel customer experience and contact center solutions.
Posted May 04, 2015

Also enhances headset and amplifier products.
Posted May 04, 2015

Technology offers consistent and contextual method of transitioning from self-service to agent-assisted customer service.
Posted April 30, 2015

Companies to develop strategies and solutions that provide faster access to critical customer experience data.
Posted April 30, 2015

Partnership includes integration of Adobe's marketing cloud solutions with Microsoft Dynamics CRM.
Posted April 30, 2015

Reduces the impact of spam calls on agent productivity.
Posted April 30, 2015

Initially designed for utilities companies, solution can be used in any vertical that employs control centers.
Posted April 30, 2015

Alliance will provide contact center professionals with performance improvement services.
Posted April 29, 2015

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
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