News Briefs

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

Business case program also offers promotion prices on cloud software.
Posted October 21, 2014

Partnership extends NPS technology in Asia-Pacific region.
Posted October 20, 2014

Vocalize incorporates dynamic case management features.
Posted October 20, 2014

Unified contact center technology adds features for more proactive customer service.
Posted October 16, 2014

Combination of Jacada visual IVR and Kobil's m-Identity Protection shortens call by 20 percent.
Posted October 15, 2014

Solution provides pharmacy services firm with guidance and monitoring for process adherence.
Posted October 15, 2014

Salesforce AppExchange solution also features Android and iOS Mobile Support, and co-browsing.
Posted October 14, 2014

Solutions include omnichannel support.
Posted October 14, 2014

Solution initiates customer engagement to ensure that the journey ends with a positive outcome.
Posted October 13, 2014

Cloud, social and mobile technologies used to give physicians an efficient way to access disease, treatment and product information.
Posted October 13, 2014

Gainsight solution runs predictive data science natively using Salesforce sales, service, marketing, and community data.
Posted October 13, 2014

Informatica Cloud Portfolio delivers analytics-centric services for Salesforce Analytics Cloud, including bulk, real time and application integration, and master data management services.
Posted October 13, 2014

Solution enables companies to deploy sales, service and marketing analytics, or build custom mobile analytics apps using any data source.
Posted October 13, 2014

Solution is also integrated with PeerIndex, an analytics API that identifies social influencers, shared content and followers.
Posted October 10, 2014

Solution incorporates behavioral science, machine learning and big-data analytics to gain customer insights.
Posted October 08, 2014

Noble ShiftTrack v6 has been converted to the Microsoft.NET Framework, supporting more functionality.
Posted October 08, 2014

Deeper integration adds call data and agent activity records to Salesforce database for unified reporting.
Posted October 08, 2014

Study find that retailers are not keeping pace with growing use of mobile apps by consumers.
Posted October 08, 2014

Additionally, new Moxie survey finds that 62 percent of survey participants expect live chat to be available on mobile devices.
Posted October 07, 2014

New interfaces deliver a role-based and intuitive business user experience across company's platforms and wearables.
Posted October 07, 2014

Digital self-service provides convenient customer service option that also provides insight into consumers.
Posted October 07, 2014

U.S. contact centers can reduce PCI compliance scope for credit card payments by 90 percent.
Posted October 07, 2014
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