News Briefs

Agent turnover and retention identified as the biggest issue for call centers.
Posted December 02, 2014

Using JAWS screen reader, new technology helps navigate platform workflows.
Posted December 02, 2014

New capabilities help identify new user segments and understand user journeys to improve outcomes.
Posted December 02, 2014

A full suite of mobile solutions address omnichannel challenges by preserving context and continuity when switching channels.
Posted November 25, 2014

Enhanced release drives actions based on surveys and third-party insight.
Posted November 24, 2014

Partner apps provide solutions including e-commerce, email marketing, telephony and text messaging support.
Posted November 24, 2014

Also offers disaster recovery protection, and is PCI and HIPPA compliant.
Posted November 24, 2014

New solution leverages the latest customer interaction management technology developed by BT and Genesys.
Posted November 23, 2014

New release delivers core platform upgrades and new features focused on employee attrition management, analytics and monitoring.
Posted November 20, 2014

Solution enables customer support teams to offer digital gifts as an apology gesture or to thank customers.
Posted November 20, 2014

Solution allows users to conduct online and phone surveys concurrently or consecutively.
Posted November 19, 2014

Customers can find answers to routine questions without talking with live agents.
Posted November 19, 2014

Verint to collaborate with Unify to develop features for Unify contact center customers.
Posted November 19, 2014

Software integrates customer experience data directly into Salesforce.
Posted November 19, 2014

Frost & Sullivan: the need to offer holistic customer experience will dictate investment patterns across contact centers.
Posted November 18, 2014

Updates include extended conditional dialing and aggregate reporting.
Posted November 18, 2014

Cloud solution enables agents to manage communications across phone, video, email, Web, social and chat.
Posted November 18, 2014

Leading companies will focus on customer-centric approach rather than company-centric approach.
Posted November 17, 2014

Nexus optimizes live support interactions to resolve more customer issues and deliver higher NPS.
Posted November 14, 2014

Enables integration with third-party systems, including CRM, billing, homegrown or Citrix application.
Posted November 13, 2014

Updated technology provides enhanced features for Web-based manager tool.
Posted November 12, 2014

Companies may not be satisfying customers leaving sales on the table.
Posted November 12, 2014

Solution designed as a lightweight agent desktop alternative for the current Avaya platform.
Posted November 12, 2014

Partnership to complement 3CLogic's advanced contact center platform with Voice of the Customer (VOC) analytics, training and implementation.
Posted November 12, 2014

Company also expects to release social learning ecosystem for agents by the end of 2014.
Posted November 11, 2014

Features help agents provide better customer service.
Posted November 11, 2014

Vasili Triant replaces Marty Beard.
Posted November 10, 2014

Semantic Building Blocks functionality enables contact centers to identify trending sentiment.
Posted November 06, 2014

New feature helps small businesses save time and increases email marketing effectiveness to new customers.
Posted November 06, 2014

Solution's framework makes mobile applications easy to create and deploy and can reduce costs and customer effort.
Posted November 06, 2014

The platform is designed to help contact centers transition from traditional telephony to Web-based, real-time communications.
Posted November 04, 2014

The combined solution can lower costs, improve customer relations and sales, and ensure compliance.
Posted November 04, 2014

SaaS solution offers gamification and mobility.
Posted November 03, 2014

Autumn '14 edition lets agents keep track of the context of relationships with individual customers.
Posted November 03, 2014

GUI-driven drag and drop tool builds customer interaction scripts for live agents.
Posted November 03, 2014

Also offers universal multimedia queueing and communication, including instant messaging, email, Web chat, SMS, WebRTC and social media.
Posted November 03, 2014

Carenet agents will have a 360-degree view of members across channels
Posted November 01, 2014

In five years, more than half of all Internet users will interact with WebRTC technology.
Posted October 31, 2014

Businesses can see reviews from across the Web in the Google My Business Android app.
Posted October 31, 2014

Agent desktops can be integrated into existing contact center solutions.
Posted October 30, 2014

Robots help customers navigate stores.
Posted October 29, 2014

Solution allows agents to answer calls and help customers while on the go.
Posted October 29, 2014

Solution's embedded case management connects agents and systems to resolve customer inquiries.
Posted October 29, 2014

WDS virtual agent learns from contact center colleagues to determine sentiment, root causes and other issues.
Posted October 28, 2014

IP-based IVRs are making network management easier.
Posted October 28, 2014

Features include integrated voice, fax, voice mail, instant messaging, automatic call recording and mobile solution for iPhone and Android.
Posted October 28, 2014

New version includes fast root-cause analysis and NLP for Korean.
Posted October 24, 2014

Multichannel and advanced communications provide uptick.
Posted October 23, 2014

Company also releases NPS benchmark study that measures customer satisfaction.
Posted October 23, 2014

Offering combines customer interaction and speech analytics capabilities.
Posted October 22, 2014
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