Brower-flexible CRM tool allows agents to share messages instantly.
Posted February 26, 2014
Study reveals contrasting responses of American and British consumers to bad service, with UK businesses losing twice that of US companies as customers switch.
Posted February 26, 2014
Despite the downturn, there are still opportunities for vendors.
Posted February 25, 2014
Automated, context-sensitive tool helps enterprises tracks emerging themes.
Posted February 25, 2014
Solution delivers broad global capabilities, simplifies operation for agents and enhances customer interactions.
Posted February 20, 2014
New application also captures, tracks and reports all calling activity within Salesforce.com.
Posted February 20, 2014
Company has developed a manual dialing solution that optimizes contact center agent efficiency when making outbound dials.
Posted February 19, 2014
Solution allows businesses to get reporting on and monitor real-time activity of agents and groups.
Posted February 19, 2014
Voice of the Customer feedback is becoming more important for both brands and consumers.
Posted February 18, 2014
Outsourcers augment value-add technology offerings with analytics, hosted and cloud-based contact center applications.
Posted February 13, 2014
Report also finds that chat is a preferred customer service tool.
Posted February 13, 2014
New mobile chat expands customer choice via preferred media and devices.
Posted February 13, 2014
Customer service and IT support staff now can connect to a customer screen from within a Zendesk ticket via TeamViewer.
Posted February 13, 2014
Google Glasses, Sony Smartwatch deliver personalized customer service for passengers.
Posted February 12, 2014
Solution gives multi-location businesses insight into conversations about their brand, competition and industry.
Posted February 12, 2014
All-in-one virtual contact center suite includes self-service via IVR.
Posted February 12, 2014
Vocalcom and TapCrowd launches set of contact center apps to enhance mobile customer engagement,
Posted February 11, 2014
Research introduces a new concept called "Employee-Engaging Transformation."
Posted February 11, 2014
Visual self-service available for smartphones and Web sites.
Posted February 07, 2014
Solution integration provides greater efficiencies within the contact center for both agents and supervisors.
Posted February 06, 2014
Solution helps meet compliancy with privacy laws.
Posted February 05, 2014
Training program minimizes workload of managers.
Posted February 05, 2014
Temkin Group survey finds executives recognizing link between customer experience and loyalty.
Posted February 04, 2014
Cloud-based contact center solutions and analytics improve contact center performance.
Posted February 03, 2014
Mobile reporting solution provides real-time customer insights.
Posted February 03, 2014
Technology includes social media data and behavioral algorithms.
Posted January 30, 2014
Technology integrates Web content management, analytics and social intelligence.
Posted January 30, 2014
Integrated text analytics technology examines sentiment and actionable concepts behind customer reviews.
Posted January 30, 2014
Company also raises $30 million.
Posted January 29, 2014
Many opportunities exist for businesses that employ voice of the customer initiatives.
Posted January 29, 2014
Web services API for Q-Suite, Indosoft's multi-channel Cloud contact center solution, will simplify integration to third party applications.
Posted January 27, 2014
cloudQSM targets SMB market.
Posted January 24, 2014
Solution enables contact centers of all sizes to eliminate costly startup fees.
Posted January 23, 2014
Enhancements include a desktop view that consolidates agents' cases, customers and tasks for easy switching and viewing.
Posted January 22, 2014
New solutions include mobile and social engagement features for real-time customer connections.
Posted January 21, 2014
App enables small businesses to respond to customer requests originating from multiple channels.
Posted January 21, 2014
Acquisition strengthens Genesys capabilities to personalize proactive customer interactions.
Posted January 20, 2014
Solution captures behavioral data across channels and devices.
Posted January 16, 2014
Companies need to increase understanding and appreciation of customers.
Posted January 15, 2014
New agent portal deployment to provide enhanced workflow, 360 degree view of the customer.
Posted January 14, 2014
Game achievements can motivate agents and improve performance.
Posted January 08, 2014
New analytics and mobility offerings increase support for workers anywhere.
Posted January 08, 2014
$820 million deal furthers Convergys' global presence in outsourced customer management industry.
Posted January 08, 2014
Faced with bad service, customers are quick to migrate to other companies.
Posted January 08, 2014
Capabilities include new functionality with embedded telephony controls that can enhance customer service agent desktops.
Posted December 20, 2013
New analytics platform enhances customer satisfaction and increases revenue.
Posted December 20, 2013
Solution for multi-device interactions can improve customer satisfaction while providing greater business insights.
Posted December 19, 2013
Mobile apps, virtual agents and knowledge management poised to lead customer service strategies.
Posted December 19, 2013
New features also include automated decisioning and predictive analytics.
Posted December 18, 2013
Support lags in creating a consistent customer experience across channels.
Posted December 18, 2013