News Briefs

Vocalcom and TapCrowd launches set of contact center apps to enhance mobile customer engagement,
Posted February 11, 2014

Research introduces a new concept called "Employee-Engaging Transformation."
Posted February 11, 2014

Visual self-service available for smartphones and Web sites.
Posted February 07, 2014

Solution integration provides greater efficiencies within the contact center for both agents and supervisors.
Posted February 06, 2014

Solution helps meet compliancy with privacy laws.
Posted February 05, 2014

Training program minimizes workload of managers.
Posted February 05, 2014

Temkin Group survey finds executives recognizing link between customer experience and loyalty.
Posted February 04, 2014

Cloud-based contact center solutions and analytics improve contact center performance.
Posted February 03, 2014

Mobile reporting solution provides real-time customer insights.
Posted February 03, 2014

Technology includes social media data and behavioral algorithms.
Posted January 30, 2014

Technology integrates Web content management, analytics and social intelligence.
Posted January 30, 2014

Integrated text analytics technology examines sentiment and actionable concepts behind customer reviews.
Posted January 30, 2014

Company also raises $30 million.
Posted January 29, 2014

Many opportunities exist for businesses that employ voice of the customer initiatives.
Posted January 29, 2014

Web services API for Q-Suite, Indosoft's multi-channel Cloud contact center solution, will simplify integration to third party applications.
Posted January 27, 2014

cloudQSM targets SMB market.
Posted January 24, 2014

Solution enables contact centers of all sizes to eliminate costly startup fees.
Posted January 23, 2014

Enhancements include a desktop view that consolidates agents' cases, customers and tasks for easy switching and viewing.
Posted January 22, 2014

New solutions include mobile and social engagement features for real-time customer connections.
Posted January 21, 2014

App enables small businesses to respond to customer requests originating from multiple channels.
Posted January 21, 2014

Acquisition strengthens Genesys capabilities to personalize proactive customer interactions.
Posted January 20, 2014

Solution captures behavioral data across channels and devices.
Posted January 16, 2014

Companies need to increase understanding and appreciation of customers.
Posted January 15, 2014

New agent portal deployment to provide enhanced workflow, 360 degree view of the customer.
Posted January 14, 2014

Game achievements can motivate agents and improve performance.
Posted January 08, 2014

New analytics and mobility offerings increase support for workers anywhere.
Posted January 08, 2014

$820 million deal furthers Convergys' global presence in outsourced customer management industry.
Posted January 08, 2014

Faced with bad service, customers are quick to migrate to other companies.
Posted January 08, 2014

Capabilities include new functionality with embedded telephony controls that can enhance customer service agent desktops.
Posted December 20, 2013

New analytics platform enhances customer satisfaction and increases revenue.
Posted December 20, 2013

Solution for multi-device interactions can improve customer satisfaction while providing greater business insights.
Posted December 19, 2013

Mobile apps, virtual agents and knowledge management poised to lead customer service strategies.
Posted December 19, 2013

New features also include automated decisioning and predictive analytics.
Posted December 18, 2013

Support lags in creating a consistent customer experience across channels.
Posted December 18, 2013

Analysis of cursing across industries can help companies to improve customer service and performance.
Posted December 18, 2013

Faced with a poor experience, a majority of customers would never do business with a company again and half of those customers would tell friends not to use the business.
Posted December 18, 2013

When it comes to self-service, a majority of consumers would opt for assistance from a virtual assistant over static Web pages or calling agents.
Posted December 17, 2013

Enhancements aimed at improving cost to serve and ease of operation.
Posted December 17, 2013

Business decision makers say they are paying a 30 percent premium for improved customer experiences.
Posted November 22, 2013

Version 6.1 software features include enhanced social sentiment tuning.
Posted November 22, 2013

ZipWire is delivered through Voxeo cloud infrastructure.
Posted November 20, 2013

New platform enables developers to build social and mobile apps for employees, products and customers.
Posted November 20, 2013

Enterprise Suite 9.0 provides automatic language detection and sentiment analysis.
Posted November 19, 2013

Businesses can directly access first-party customer data from Facebook and create a personalized customer experience.
Posted November 15, 2013

Solution mobilizes brand advocates by inviting customers to share their positive experiences on social media.
Posted November 13, 2013

Consumers are increasingly frustrated with a company's inability to offer service in the way that they engages them.
Posted November 13, 2013

Online feedback system employs device recognition technology to increase response rates.
Posted November 12, 2013

Spending projected to reach $60.7 billion by 2017.
Posted November 11, 2013

Australian telco lets customer self-serve with Ask Olivia.
Posted November 11, 2013

Chat product offers proactive engagement capabilities on the mobile Web.
Posted November 08, 2013
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