News Briefs

Smart IVR Silent Guides bolsters ASR engines for directory assistance calls.
Posted May 16, 2014

With new synchronization technology that connects Salesforce1 and Heroku, companies can now build the next generation of engaging customer apps.
Posted May 15, 2014

Solution features new Web interfaces for business users and system administrators to control and configure IVR, mobile apps, SMS services.
Posted May 14, 2014

Mobile employees can hear and see voice messages left for their personal extensions.
Posted May 14, 2014

Integrated portfolio of cloud and on-premise offerings help clients coordinate and enrich engagement throughout the customer journey.
Posted May 14, 2014

Solution offers enterprise customers phone fraud mitigation technology.
Posted May 13, 2014

Integration provides advanced self-service and assisted voice channel capabilities.
Posted May 13, 2014

Research also finds that data-focused organizations deliver faster customer service.
Posted May 12, 2014

Latest intent-based solution helps companies improve clicks and conversions across online customer service channels.
Posted May 12, 2014

Capabilities provide capture of multichannel customer feedback and suggestions for actionable resolution.
Posted May 08, 2014

Solution also combines coaching and analytics with multichannel management capabilities.
Posted May 08, 2014

Technology enables customers to get live help while remaining in their channel of choice.
Posted May 07, 2014

Acquisition extends inContact's presence in the cloud contact center market and enables the company to address an additional estimated $1 billion in the expanding midsized WFO market.
Posted May 06, 2014

Acquisition extends cloud-based customer experience portfolio.
Posted May 05, 2014

Offering includes WebRTC and social media support delivered via pay-per-use cloud pricing.
Posted May 05, 2014

Technology merges operational metrics from Avaya ACDs to provide personalized, mobile-enabled views of contact center performance in real-time.
Posted May 01, 2014

Avaya Contact Center Select offers enterprise-class contact center capabilities built for the midsize business.
Posted May 01, 2014

Solution integrates online engagement tools for contact centers to reduce call volume and increase customer satisfaction across omnichannel environments.
Posted April 30, 2014

Technology to be used to develop cloud solution Delta ACD 2.0.
Posted April 30, 2014

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
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