News Briefs

ZipWire is delivered through Voxeo cloud infrastructure.
Posted November 20, 2013

New platform enables developers to build social and mobile apps for employees, products and customers.
Posted November 20, 2013

Enterprise Suite 9.0 provides automatic language detection and sentiment analysis.
Posted November 19, 2013

Businesses can directly access first-party customer data from Facebook and create a personalized customer experience.
Posted November 15, 2013

Solution mobilizes brand advocates by inviting customers to share their positive experiences on social media.
Posted November 13, 2013

Consumers are increasingly frustrated with a company's inability to offer service in the way that they engages them.
Posted November 13, 2013

Online feedback system employs device recognition technology to increase response rates.
Posted November 12, 2013

Spending projected to reach $60.7 billion by 2017.
Posted November 11, 2013

Australian telco lets customer self-serve with Ask Olivia.
Posted November 11, 2013

Chat product offers proactive engagement capabilities on the mobile Web.
Posted November 08, 2013

Solution includes Visual IVR and multichannel self-service access to customer service.
Posted November 08, 2013

Solution unifies CRM and Big Data analytics data.
Posted November 07, 2013

Alliance brings best-of-breed Voice of the Customer strategies to Europe.
Posted November 07, 2013

Acquisition will allow service providers to use geo-located network data to improve the customer experience and achieve customer experience-driven network optimization.
Posted November 04, 2013

Smaller businesses now able to access cloud-based solutions.
Posted November 04, 2013

Private-labeled version of OrgSpan Select enables customers to search and view agent social profiles.
Posted November 01, 2013

Features include performance metrics from a customer relationship perspective and an executive portal.
Posted November 01, 2013

Platform drives higher conversion rates, better quality applications and increased brand loyalty.
Posted October 31, 2013

Product provides root-cause analysis of customer experience-related issues.
Posted October 30, 2013

Solutions help companies manage targeted marketing and sales initiatives.
Posted October 30, 2013

Agent scripting solution also offers integration with back-end systems and compliance enforcement.
Posted October 30, 2013

Company also releases survey that finds that some consumers would rather go to the dentist than speak with a customer service agent.
Posted October 29, 2013

Application lets contact center reps manage and respond to feedback across different channels.
Posted October 28, 2013

Solutions now include technology from Cisco, Avaya, Salesforce.com and Genesys platforms.
Posted October 28, 2013

Approximately $1.3 trillion is being transferred between companies as consumers switch allegiances.
Posted October 25, 2013

SaaS-based solution captures worker activities and provides transaction insights.
Posted October 25, 2013

Grainger Customers can send product photos to customer service reps via iPhone app.
Posted October 24, 2013

Interactive to offer private-labeled version of cloud-based application OrgSpan Select.
Posted October 24, 2013

Capabilities include new channel software to capture customer feedback from email and Web chat-based agent interactions.
Posted October 24, 2013

Study finds that analytics and mobile will become more important as solutions mature.
Posted October 24, 2013

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
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