News Briefs

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

Speech authentication to be featured on Aspect Innovation Exchange.
Posted January 29, 2015

End-to-end CEM solution brings together strategic industry trends, consumer research and transaction level insights.
Posted January 28, 2015

Solution provides customer service representatives with immediate access to customer shopping carts to make changes in real-time.
Posted January 28, 2015

Companies to provide complete cloud-based platform for contact centers.
Posted January 28, 2015

Lessens resolution times between enterprises and their customers.
Posted January 28, 2015

Customizable PBX offers worldwide DIDs, business continuity, SIP trunking and voicemail transcription.
Posted January 28, 2015

HDAnalytics+ enables operators to identify and analyze areas of low customer satisfaction on the network in near real-time.
Posted January 26, 2015

Solution adds document management and support for up to 25,000 customer records.
Posted January 26, 2015

Combines telephony, UC and contact centers over common cloud communications platform.
Posted January 22, 2015

Increased focus on customer engagement and social platforms are growth drivers.
Posted January 22, 2015

New features include a new tab within the iOS and Android mobile apps dedicated to social media support.
Posted January 22, 2015

Contact center technology and mobile app development firms join forces to provide multiplatform solutions.
Posted January 22, 2015

Outsourcer will offer CCaS platform to contact center and BPO customers.
Posted January 22, 2015

European electronics and telecommunications retailer offers live chat via desktop, tablet and mobile.
Posted January 22, 2015

Next-generation module empowers employees to close the loop on customer feedback.
Posted January 21, 2015

Telecom master agency to promote TCN platform to its agent network of VARs, MSPs, systems integrators, telecom resellers and hardware vendors.
Posted January 21, 2015

Version 8.1 solution also offers new operator console, mobility and video Integration.
Posted January 20, 2015

Partners with companies to grow UC cloud network in Asia-Pacific region.
Posted January 20, 2015

Provides analytics, desktop discovery and automation for customer experience.
Posted January 20, 2015

Solution lets contact centers transfer between TCPA and Non-TCPA projects while maintaining reporting and analysis.
Posted January 07, 2015

Business telephone system includes call distribution and reporting on one server.
Posted January 07, 2015

Companies integrate analytical business solutions with CEM tools.
Posted January 07, 2015

Solution offers customer engagement with self-service solutions across applications, channels and devices.
Posted January 07, 2015

Combination of predictive analytics with install datasets improve targeted marketing and sales efforts.
Posted January 07, 2015

Offering provides a service-based solution on a per user basis.
Posted January 07, 2015

Integrated solutions build enterprise contact management systems.
Posted January 07, 2015

Indian TV provider adds 12 languages, simplifies IVR system.
Posted December 29, 2014

Web contextual Q&A solution automatically syncs with Zendesk Help Center.
Posted December 18, 2014

Solution provides phone system combined with cloud-based or hybrid deployment.
Posted December 16, 2014

SMS solutions offering near-doubles operator network and grows global reach for outbound services.
Posted December 16, 2014

User interface displays agent stats in realtime.
Posted December 15, 2014

Includes an intuitive dashboard and a set of forecasting options.
Posted December 15, 2014

Enables Web site owners to manage customer communication aspects of business from WIX dashboard.
Posted December 12, 2014

Removes barriers to CRM success, drives sales and service performance.
Posted December 12, 2014

Use of mobile and social media cited as drivers of gains.
Posted December 12, 2014

Provides fraud detection and prevention with partners IDology and Pindrop Security.
Posted December 11, 2014

Will include integrated customer experience management functions across multiple channels.
Posted December 10, 2014

Project to streamline the agent experience using WebRTC and Chromebooks.
Posted December 10, 2014

Aspect study reveals five company personas, their hazards, and opportunities to improve quality of service.
Posted December 09, 2014

New version helps companies better manage high volume of customer queries.
Posted December 09, 2014
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