News Briefs

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

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
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