News Briefs

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

Strategies include applying data gleaned from consumer interactions.
Posted December 08, 2014

Features include instant messaging, voice, email, Web chat and Twitter.
Posted December 08, 2014

Solution enables agents to make or receive contact center calls from their iPhone device.
Posted December 04, 2014

Purchase enables network provider to expand to additional markets.
Posted December 04, 2014

Provides consumers with relevant, meaningful and emotional experiences.
Posted December 04, 2014

Mobile SDK and Web widget enable companies to provide services to customers' preferred mobile apps and online channels.
Posted December 03, 2014

Allows organization to build network-enabled, distributed cloud solutions.
Posted December 03, 2014

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
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