News Briefs

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

Solution provides clients with real-time learning and action based on consumer conversations.
Posted March 07, 2014

Solution examines performance of customers by analyzing customer engagement measurements.
Posted March 04, 2014

Solution integrates social media into traditional customer service processes and technologies such as phone and email.
Posted March 04, 2014

Voice of the customer feedback is becoming more important for brands and consumers.
Posted March 03, 2014

Servion to sell Verint customer interaction management solutions in India.
Posted March 03, 2014

Enhanced features give support agents a deeper view of customers to identify trends and issues.
Posted February 28, 2014

Nexus service platform powers ICE's technology sales and support for consumers with connected devices.
Posted February 27, 2014

Offering also offers preview and predictive dialing capabilities in addition to campaign and agent scripting capabilities.
Posted February 27, 2014

Partnership brings solution using Aspect's platform, allowing TantaComm to address a wider spectrum of workforce optimization needs.
Posted February 26, 2014

Companies continuously synchronize contacts between both of their systems.
Posted February 26, 2014

Brower-flexible CRM tool allows agents to share messages instantly.
Posted February 26, 2014

Study reveals contrasting responses of American and British consumers to bad service, with UK businesses losing twice that of US companies as customers switch.
Posted February 26, 2014

Despite the downturn, there are still opportunities for vendors.
Posted February 25, 2014

Automated, context-sensitive tool helps enterprises tracks emerging themes.
Posted February 25, 2014

Solution delivers broad global capabilities, simplifies operation for agents and enhances customer interactions.
Posted February 20, 2014

New application also captures, tracks and reports all calling activity within Salesforce.com.
Posted February 20, 2014

Company has developed a manual dialing solution that optimizes contact center agent efficiency when making outbound dials.
Posted February 19, 2014

Solution allows businesses to get reporting on and monitor real-time activity of agents and groups.
Posted February 19, 2014

Voice of the Customer feedback is becoming more important for both brands and consumers.
Posted February 18, 2014

Outsourcers augment value-add technology offerings with analytics, hosted and cloud-based contact center applications.
Posted February 13, 2014

Report also finds that chat is a preferred customer service tool.
Posted February 13, 2014

New mobile chat expands customer choice via preferred media and devices.
Posted February 13, 2014

Customer service and IT support staff now can connect to a customer screen from within a Zendesk ticket via TeamViewer.
Posted February 13, 2014

Google Glasses, Sony Smartwatch deliver personalized customer service for passengers.
Posted February 12, 2014

Solution gives multi-location businesses insight into conversations about their brand, competition and industry.
Posted February 12, 2014

All-in-one virtual contact center suite includes self-service via IVR.
Posted February 12, 2014

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
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