News Briefs

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

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
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