News Briefs

Research finds that getting full resolution took an average of three attempts using multiple contact channels.
Posted October 24, 2013

Deal adds ability to access social channels through Five9's Virtual Contact Center.
Posted October 24, 2013

Supervisory application helps contact centers improve quality assurance.
Posted October 22, 2013

Utility customers can self-serve through Web or mobile channels.
Posted October 22, 2013

Capabilities include faster time to market, reduced capital expenditure and lower cost of ownership.
Posted October 21, 2013

Deeper HP IDOL integration and two new modules help maximize contact center productivity while lowering costs.
Posted October 21, 2013

Solution offers self-service customer capabilities.
Posted October 18, 2013

Solution uses big data to recommend next steps of customer engagement.
Posted October 17, 2013

North America comprises half of the overall CEM market.
Posted October 17, 2013

Company revamps offerings with solutions from Critical Mass, Cynergy, DigitasLBi, Organic and projekt202.
Posted October 16, 2013

Analytics solution tracks calls in real-time.
Posted October 11, 2013

Delivers enhanced integration with Avaya, Mitel and ShoreTel
Posted October 11, 2013

New performance dashboard manages operational and financial metrics across platforms.
Posted October 10, 2013

New service gives companies the ability to make Amazon customers their customers.
Posted October 10, 2013

Single platform delivers a complete cloud contact center.
Posted October 10, 2013

Deal strengthens the Genesys' cloud offerings
Posted October 08, 2013

PCI-complaint app also doubles contact center agent productivity.
Posted October 07, 2013

Report finds that a personal touch is critical to delivering a positive experience, followed by fast and effective service.
Posted October 04, 2013

Virtual call center service features automatic call rerouting, geographic redundancy and mobile integration.
Posted October 03, 2013

Cloud hosted offering is PCI compliant with end-to-end encryption.
Posted October 03, 2013

Contact centers need cloud/hosting, application and data backup, multishoring, and staff training to prepare for disaster recovery.
Posted October 02, 2013

Acquisition strengthens and simplifies contact center solutions for interaction, experience and performance management.
Posted October 02, 2013

Newest version of Calabrio ONE suite features improved user experience technology to support an integrated, connected contact center.
Posted October 01, 2013

Workforce optimization solution provides mobile access and upgrades to desktop analytics for contact center PCI compliance.
Posted October 01, 2013

Benchmark study finds that Amazon's mobile site and app scores highly in the customer journey experience.
Posted September 30, 2013

Self-Service solution helps customer call experience with intelligent interactions.
Posted September 24, 2013

Solution provides virtual call center capability with lower cost of ownership and on-demand scalability.
Posted September 24, 2013

Technology rescues chat operators from 80 percent of questions.
Posted September 23, 2013

New content management software designed to help contact centers.
Posted September 23, 2013

Company's technology serves thousands of agents in 30 countries on five continents.
Posted September 20, 2013

Update includes new mobile API features widgets including call back, chat and queue time status.
Posted September 20, 2013

The company will continue to operate under the same ownership and leadership.
Posted September 19, 2013

Solution allows contact centers to conduct inbound, outbound and blended customer interactions.
Posted September 18, 2013

LAGAN Web self-services connects citizens with government bodies via desktops, smartphones, tablets and social networks.
Posted September 18, 2013

Technology includes natural language processing, text mining technology and advanced analytics.
Posted September 12, 2013

Buys positions Concentrix as a top 10 provider in the $55 billion market.
Posted September 12, 2013

Solution incorporates Cisco, Verint and Voxeo technology.
Posted September 12, 2013

Version 8.7 features softphone functionality and mobile phone texting.
Posted September 10, 2013

Report: companies need to offer contact center technologies based on consumer preferences.
Posted September 09, 2013

Companies focus on using gaming mechanics to drive employee engagement and improve productivity.
Posted September 06, 2013

Study: Effective business continuity and disaster recovery includes the development of cloud/hosting to supply and support applications and data.
Posted September 06, 2013

Buyers look to service providers for customer retention and growth.
Posted September 06, 2013

Solution includes UC, ACD and IVR services.
Posted September 06, 2013

Companies partner to deliver customer service solutions.
Posted September 05, 2013

Companies collaborate to offer solutions to the insurance industry.
Posted September 05, 2013

With cloud-based technology Zappix provides multichannel customer support.
Posted September 05, 2013

New features include real-time chat and a gamification platform.
Posted September 04, 2013

New version features an open interface to integrate applications with administration and management operations.
Posted September 03, 2013

Noble Maestro 7.3 upgrades includes an improved utility interface and enhanced list building tools.
Posted August 29, 2013

Companies that don't regularly testing or monitor call centers and IVR systems face reduced ROI.
Posted August 29, 2013
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