News Briefs

Brands and enterprises can now manage their social customer service on-the-go.
Posted April 30, 2014

Single solution manages media, Web, social and interactive content on any device.
Posted April 29, 2014

New features include intraday reporting, auto-refresh dashboards and hashtag and stacked column reports.
Posted April 29, 2014

Solution allows customers to better manage labor costs while improving customer satisfaction.
Posted April 29, 2014

Solution features enhanced Lync scalability and the integration of multichannel functionality.
Posted April 29, 2014

Avaya's partner-hosted customer experience management solution for TeleTech's new cloud offer offers flexible alternative to premises-based systems.
Posted April 29, 2014

With new live video support and on-screen guided assistance, companies will be able to deliver instant and personalized customer service within any mobile app.
Posted April 28, 2014

Solution provides financial services and healthcare companies with call analytics without compromising sensitive consumer or patient data.
Posted April 25, 2014

Solutions enable field sales and service agents to connect with customers and prospects worldwide from any location.
Posted April 24, 2014

LiveOps Voice Advantage and LiveOps Outbound Advantage helps Salesforce users deliver more engaging customer experiences and boosts profitability.
Posted April 24, 2014

Ignite leverages Verint's Impact 360 Speech Analytics suite to offer contact centers the business impact of speech analytics with maximum flexibility and no hardware or software purchase
Posted April 24, 2014

Technology helps small and mid-sized businesses develop customer experience management programs based on Net Promoter Score methodology.
Posted April 23, 2014

Additional capital will fuel growth for cloud communications provider.
Posted April 23, 2014

Agents can improve the customer experience and better upselling and cross selling.
Posted April 22, 2014

Solution introduces new agent application for back office workers and enhanced analytics.
Posted April 22, 2014

Adopting a multichannel strategy is a must to engage younger shoppers.
Posted April 16, 2014

Solution expands cloud portfolio to connect advanced interactions across the customer journey.
Posted April 16, 2014

Single solution manages media, Web, social and interactive content on any device.
Posted April 15, 2014

New platform gives businesses and developers the power to build custom communications solutions to meet unique business needs.
Posted April 15, 2014

Acquisition accelerates Zendesk's chat functionality on its customer service platform.
Posted April 10, 2014

Web Grabbers lets users set up custom pop ups for Web sites or apps.
Posted April 10, 2014

Company takes self-service up a notch with enhanced voice recognition technology.
Posted April 09, 2014

Solution integrates social monitoring and intelligence with multi-source analytics and consumer engagement.
Posted April 09, 2014

Platforms include Athena Reporting, a reporting framework, and Iris, an enhanced scripting engine.
Posted April 08, 2014

Companies offer enterprise feedback management and operational analytics.
Posted April 08, 2014

Solution is powered by data collected from 500 million customer calls.
Posted April 03, 2014

Solutions that include voice of the customer are getting significant traction in the technology market and are one of the hottest topics after CRM.
Posted April 03, 2014

Frost & Sullivan still sees growth opportunities for vendors through hosted solutions.
Posted April 01, 2014

Engaged customers are usually better advocates of brands and are more loyal and more profitable to companies.
Posted April 01, 2014

Solution allows clients to connect information across data sources such as CRM records, social media accounts and other customer profile information.
Posted April 01, 2014

Solution gives customers the ability to control and consolidate the management of customer interactions across devices and channels.
Posted March 28, 2014

Software includes new dashboard modules to provide enhanced data visualization.
Posted March 26, 2014

Aspect to integrate its existing cloud-based solutions with the LiveVox platform in the Aspect global data center and telco infrastructure.
Posted March 26, 2014

Survey finds that consumers are fundamentally unhappy with the state of customer service, especially when it comes to their mobile service interactions.
Posted March 25, 2014

Customer experience lacks measurement, accountability and dedicated resources throughout Asian-Pacific companies and multi-nationals operating in the region.
Posted March 24, 2014

Raising customer awareness about cloud migration strategies and ability to offer diverse implementation options are vital for growth.
Posted March 21, 2014

Software innovation bridges enterprise contact center capabilities with mobile applications and Web sites to facilitate customer interactions persistent across channels.
Posted March 21, 2014

Technology empowers contact center to control all aspects of the customer experience without dependency on IT.
Posted March 21, 2014

Solution also provides Customer360 views that are integrated with external news, events and CRM intelligence.
Posted March 19, 2014

Companies integrate solutions for improved customer interactions.
Posted March 19, 2014

Pure cloud suite fully automates two-way omnichannel interactions.
Posted March 18, 2014

New release integrates with telephony solutions including Avaya, Cisco, and Asterisk.
Posted March 18, 2014

Americans are also twice as likely to choose social media as the most effective way of resolving a problem.
Posted March 17, 2014

Key verticals driving demand include telcos, financial and insurance.
Posted March 14, 2014

Solution offers easier remote agent deployments.
Posted March 13, 2014

Customer community solution includes advanced analytics for contextual search capabilities.
Posted March 13, 2014

Solution adds dossier-style information about contacts.
Posted March 12, 2014

Solution transforms customer service strategies with combined SMS, email, and phone-based campaigns.
Posted March 11, 2014

Solution offers businesses solutions to move beyond CRM and into the realm of true customer engagement.
Posted March 11, 2014

Research identifies CX agent history and salaries.
Posted March 10, 2014
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