News Briefs

Cloud-based solution can remove credit card data.
Posted July 31, 2013

Recording capability can improve compliance, quality monitoring and coaching for customer service.
Posted July 30, 2013

Designed for mid-size companies, offering provides real-time customer and employee feedback.
Posted July 29, 2013

Internet retailer to hire 7,000 workers to fulfill customer service jobs.
Posted July 29, 2013

Companies collaborate on customer call monitoring, alerting and reporting solution.
Posted July 25, 2013

Agreement adds multichannel service.
Posted July 25, 2013

The integrated technologies enable contact centers to streamline and execute workforce management strategies in omnichannel environments.
Posted July 24, 2013

Overall satisfaction substantially increases as performance at large national servicers improves.
Posted July 23, 2013

Solution captures voice of the customer feedback at the point-of-experience.
Posted July 23, 2013

Contact centers likely to adapt their businesses to offer more complex services in a competitive market.
Posted July 18, 2013

Customers willing to pay more for better customer service.
Posted July 18, 2013

Expanded real-time product uses speech analytics platform to improve call center performance and compliance.
Posted July 18, 2013

Companies to deliver contact center solution in the Russian market
Posted July 18, 2013

Companies to integrate voice and data with secure call center software solution.
Posted July 18, 2013

New features track keywords and marketing channels.
Posted July 16, 2013

Solution helps organizations increase performance across contact center, back-office and retail branch operations.
Posted July 16, 2013

Technology helps billers improve customer service.
Posted July 12, 2013

Growth spurred by increasing demand in telecommunications, banking and finance sectors.
Posted July 12, 2013

One size does not fit all: consumers indicate preferences of different interactions methods depending upon types of transactions.
Posted July 12, 2013

Analysis of top 100 Internet retailers finds that only half resolve real issues on social media channels.
Posted July 11, 2013

Ensuring a positive customer experience named as the biggest challenge facing contact centers today.
Posted July 11, 2013

Solution includes new mobile app for supervisors enhances multichannel capabilities.
Posted July 02, 2013

Company creates the text messaging platform solely dedicated to consumer-to-business customer service.
Posted July 02, 2013

Customer engagement analyzer gives organizations insight into behavior.
Posted June 28, 2013

Parature Social Monitor and Parature Facebook portal provide 24/7 social customer support.
Posted June 28, 2013

Lousy service costs U.K. businesses customers.
Posted June 26, 2013

New partnership combines HootSuite's social media management system with Attensity's automation capabilities.
Posted June 26, 2013

Product targets software and cloud services businesses.
Posted June 25, 2013

Co-browsing feature assists in navigating online resources.
Posted June 25, 2013

Clients can customize the user interface to provide real time guidance during point of call.
Posted June 20, 2013

Offering combines IVR and mobile technology to increase customer loyalty and reduce churn.
Posted June 20, 2013

Cloud portfolio offers executives insight into customer behavior.
Posted June 18, 2013

Solution offers new mobile app for supervisors and enhances multichannel capabilities.
Posted June 18, 2013

New release features knowledge management, employee mobile and Web self-services.
Posted June 18, 2013

Avaya provides contact center tools enabling HP to add to clientcustomer service operations.
Posted June 17, 2013

Technology integrates call detection and preview dialing algorithms for customer service operations.
Posted June 13, 2013

Company offers Cost-to-Serve, Call Avoidance and Service Recovery solutions.
Posted June 13, 2013

Solution combines data and analytics.
Posted June 13, 2013

Customer engagement platform are based on Angel's contact center and IVR self-service solutions.
Posted June 13, 2013

New solution can drive down call volume and reduce handle times.
Posted June 11, 2013

Solution offers real-time online customer engagement to reduce call volume.
Posted June 11, 2013

Aimed at insurance providers, the new technology ensures call center compliance.
Posted June 11, 2013

Deal strengthens Eckoh's position in global market.
Posted June 11, 2013

Acquisition adds social commerce capabilities.
Posted June 11, 2013

Collaborative solution includes multichannel distribution of customer information.
Posted June 06, 2013

Technology retrieves customer information using Big Data analytics.
Posted June 05, 2013

However, not being able to understand the agent is rated as the most frustrating part of an interaction.
Posted June 05, 2013

Following its recent acquisition of Angel, Genesys is continuing to invest in cloud technology with the purchase of cloud based customer engagement provider SoundBite Communications. The deal is expected to add to Genesys' proactive collections and payments, mobile marketing applications and customer service solutions.
Posted June 04, 2013

Cloud mobile agent app strengthens Oracle Service Cloud's cross-channel contact center solution.
Posted May 28, 2013

Solution provides all-in-one social engagement platform for customer care.
Posted May 28, 2013
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