News Briefs

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

Next-generation DA Series USB digital audio processors for headsets provide call context.
Posted October 01, 2014

Solution features offers a consistent experience across multiple channels.
Posted September 30, 2014

Solution aimed at businesses considering moving to the cloud but currently use PBX software.
Posted September 30, 2014

Cable companies get low marks, hospitality industry wins consumer's hearts.
Posted September 30, 2014

North America and Europe are expected to be the leaders.
Posted September 29, 2014

North America leads the market.
Posted September 29, 2014

Features IP call and computer recording for contact center quality assurance.
Posted September 29, 2014

Banks can target customers more effectively and enhance customer loyalty.
Posted September 25, 2014

Latest release adds native integration with Microsoft Exchange for email routing.
Posted September 25, 2014

Solution works with existing Cisco Unified Customer Voice Portal deployments.
Posted September 25, 2014

Safra Catz and Mark Hurd promoted to CEO.
Posted September 25, 2014

Salesforce.com also releases new tool set for its cloud-based developer platform Heroku.
Posted September 25, 2014

Technology combines customer engagement solutions with the omnichannel commerce across journey points.
Posted September 22, 2014

Plan features premium support, service-level guarantees and expert guidance.
Posted September 17, 2014

Solution uses predictive dialer technology.
Posted September 17, 2014

Solution brings accelerated incident resolution to network and IT operations.
Posted September 16, 2014

Offers companies trial access to customer engagement analyzer and repository.
Posted September 16, 2014

Release lets salespeople collaborate more effectively with marketing.
Posted September 16, 2014

Solution extends Avaya Aura Experience Portal IVR to the smartphone with a visual interface.
Posted September 15, 2014

Solution employs technology from recent Uptivity acquisition.
Posted September 15, 2014

Customer support teams can predict customers' dissatisfaction before it escalates.
Posted September 12, 2014

With two-way SMS messaging, users can also receive and send texts for outbound campaigns.
Posted September 11, 2014

Tellwise enables sellers to focus on the customer and not worry about administrative details.
Posted September 11, 2014

Aspect Hosted solution also includes proactive monitoring and management.
Posted September 09, 2014

Solution also integrates text messaging platform CallFire with Microsoft CRM.
Posted September 09, 2014

Blended platform can be integrated with Salesforce, SugarCRM, Infusionsoft and Zendesk.
Posted September 08, 2014

Acquisition of Genesys integrator will better serve customers in APAC region.
Posted September 04, 2014

Solution is aimed at contact centers that want to migrate from legacy voice-only call center solutions.
Posted September 04, 2014

Solution enables Web site owners to contextualize visitor browsing sessions with the feedback.
Posted September 03, 2014

Powered by Voci, Clarabridge extends voice of the customer capabilities.
Posted September 03, 2014

WFO and analytics solutions to be integrated by premier technology solutions provider.
Posted September 03, 2014

Company also unveils speech analytics results assurance program.
Posted September 03, 2014

New feature sizes a contact center agent's window to exactly match the customer's.
Posted August 29, 2014

Due to high competition, companies are seeking out quicker upgrades, tightly integrated solutions.
Posted August 27, 2014

Voxbone eliminates the need for a traditional set up of self-owned hardware and software.
Posted August 27, 2014

Choose your words wisely when communicating with customers.
Posted August 26, 2014

New partnership supports 3CLogic's strategic initiative to offer complementary cloud-based contact center solutions.
Posted August 26, 2014

Version 7.3 provides proactive outreach compliance capabilities and tighter integration with Aspect's social media interaction solution.
Posted August 26, 2014

Agreement marks another major step in Avaya's transformation to a software and services company.
Posted August 26, 2014

Drag-and-drop capabilities that allow users to personalize their workspace with different social modules.
Posted August 25, 2014

Purchase to provide service functionality to Infor CloudSuite, the first group of industry-specific application suites available on Amazon Web Services.
Posted August 19, 2014

Includes enhanced call recording capabilities for Avaya, Cisco and Genesys.
Posted August 19, 2014

Service provides customers with call analysis to see actionable reporting on phone calls.
Posted August 19, 2014

T-Systems will host full suite of Avaya Aura contact center software at its data center in Germany.
Posted August 19, 2014

Company plans to expand SaaS platform to stay ahead of high volume of customer feedback and customer information within business and social media.
Posted August 18, 2014
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