News Briefs

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

Solution provides predictive intelligence to drive customer experience management programs.
Posted May 28, 2013

Verizon tops in multiple industries, Comcast makes gains but remains low.
Posted May 22, 2013

Solution provides customer service management through social channel.
Posted May 22, 2013

Solution includes natural language, voice payments and speech analytics.
Posted May 22, 2013

Purchase adds to proactive collections and payments, mobile marketing applications and customer service solutions.
Posted May 21, 2013

Solution provides access to live survey results and KPIs.
Posted May 21, 2013

Solution provides real-time actionable business intelligence to improve response rates, reduce communications costs, and increase ROI.
Posted May 10, 2013

The tool can be used to analyze text from Facebook, Twitter, customer forums and chat transcripts.
Posted May 10, 2013

Technology supports Android devices.
Posted April 30, 2013

Solution offers companies tools for increasing customer satisfaction and brand loyalty
Posted April 30, 2013

Efforts reflect changes in CEM strategy.
Posted April 23, 2013

New features include sentiment analysis and multichannel Web self-service.
Posted April 23, 2013

New offering combines text discovery and sentiment analysis with predictive analytics.
Posted April 23, 2013

Fizzback voice of the customer solution to enhance customer experience.
Posted April 10, 2013

New research evaluates the computer customer experience.
Posted April 08, 2013

The majority of consumers surveyed say service agents' perceived happiness has a direct impact on their customer experience with the brand.
Posted April 02, 2013

CME company renames itself.
Posted March 29, 2013

Survey respondents score themselves poorly.
Posted March 26, 2013

Social media monitoring has tripled in the last year.
Posted March 26, 2013
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