News Briefs

Feature reduces on-hold wait times and call center call volume by servicing requests via SMS.
Posted June 16, 2014

Seventy-five percent of customer questions now come from MayDay.
Posted June 13, 2014

Expanded features allow users can get more relevant customer segmentation and behavioral insights.
Posted June 12, 2014

Technology helps companies discover the content of conversations taking place between call center agents and customers.
Posted June 11, 2014

Company offers statistical performance analytics approach to distributing calls to best-suited contact center agents.
Posted June 11, 2014

New release aimed at call centers with time-critical processes.
Posted June 11, 2014

Unified contact center suite integrates multichannel communications and dynamic case management.
Posted June 10, 2014

Solution ensures customer calls within contact centers are recorded and playable to comply with government regulations.
Posted June 10, 2014

Solution is data agnostic, features highly-tuned text analytics, and provides channel-actionable insights.
Posted June 10, 2014

Integration will help increase customer retention, first call resolutions and extend the lifetime value of each customer.
Posted June 10, 2014

Technologies include predictive and real-time analytics, and machine learning to identify customer behavior patterns.
Posted June 09, 2014

Solution allow customer-facing teams to collaborate and execute multichannel engagement strategies.
Posted June 06, 2014

However, almost 40 percent of consumers already use social media for customer service.
Posted June 06, 2014

There's work to be done for service providers to integrate social media data into their customer profiles.
Posted June 05, 2014

New solutions will enable customers to provide real-time collaborative assistance to help consumers complete tasks.
Posted June 04, 2014

Companies align to deliver contact center desktop automation and activity intelligence solutions.
Posted June 03, 2014

Other features include Microsoft Social Listening which taps into social conversations to get real-time feedback on brand, products, competitors, and campaigns.
Posted June 02, 2014

Partnership marries Salesforce capabilities with Microsoft's Office 365 and mobile Windows.
Posted May 30, 2014

Partnership provides contact center agents with broader view of client interactions via voice, chat, email, and social media channels.
Posted May 29, 2014

eSpace Contact Center offers Web-based customer services that incorporate collaborative applications including social media.
Posted May 29, 2014

Cyara FIVE can cut organizational testing 30 to 90 percent.
Posted May 29, 2014

Offering delivers business and operational expertise, best practices, and analytical insights.
Posted May 28, 2014

A consistent quality customer experience is absent.
Posted May 28, 2014

Connecting with a customer service representative over the phone is the most used channel.
Posted May 28, 2014

Software can be used in place of some infrastructure upgrades such as ACD hardware.
Posted May 28, 2014

When it comes to retail, the Web is the most preferred channel, video is the least popular.
Posted May 23, 2014

Companies need to empower their customers with self-service channels.
Posted May 21, 2014

Video call option is integrated in Crealog's multichannel contact center software solution.
Posted May 21, 2014

Comcast and other ISP/TV providers get low marks in providing customer satisfaction.
Posted May 21, 2014

WFO omnichannel solution redirects staff to other customer channels based on call and interaction volume.
Posted May 20, 2014

New offering helps program managers proactively understand and drive customer experience program success.
Posted May 20, 2014

Solution combines gamification and data analytics to motivate contact center team performance.
Posted May 16, 2014

Smart IVR Silent Guides bolsters ASR engines for directory assistance calls.
Posted May 16, 2014

With new synchronization technology that connects Salesforce1 and Heroku, companies can now build the next generation of engaging customer apps.
Posted May 15, 2014

Solution features new Web interfaces for business users and system administrators to control and configure IVR, mobile apps, SMS services.
Posted May 14, 2014

Mobile employees can hear and see voice messages left for their personal extensions.
Posted May 14, 2014

Integrated portfolio of cloud and on-premise offerings help clients coordinate and enrich engagement throughout the customer journey.
Posted May 14, 2014

Solution offers enterprise customers phone fraud mitigation technology.
Posted May 13, 2014

Integration provides advanced self-service and assisted voice channel capabilities.
Posted May 13, 2014

Research also finds that data-focused organizations deliver faster customer service.
Posted May 12, 2014

Latest intent-based solution helps companies improve clicks and conversions across online customer service channels.
Posted May 12, 2014

Capabilities provide capture of multichannel customer feedback and suggestions for actionable resolution.
Posted May 08, 2014

Solution also combines coaching and analytics with multichannel management capabilities.
Posted May 08, 2014

Technology enables customers to get live help while remaining in their channel of choice.
Posted May 07, 2014

Acquisition extends inContact's presence in the cloud contact center market and enables the company to address an additional estimated $1 billion in the expanding midsized WFO market.
Posted May 06, 2014

Acquisition extends cloud-based customer experience portfolio.
Posted May 05, 2014

Offering includes WebRTC and social media support delivered via pay-per-use cloud pricing.
Posted May 05, 2014

Technology merges operational metrics from Avaya ACDs to provide personalized, mobile-enabled views of contact center performance in real-time.
Posted May 01, 2014

Avaya Contact Center Select offers enterprise-class contact center capabilities built for the midsize business.
Posted May 01, 2014

Solution integrates online engagement tools for contact centers to reduce call volume and increase customer satisfaction across omnichannel environments.
Posted April 30, 2014
Pages
1234567891011121314151617
18
19202122232425