With its sixth acquisition, enterprise social technology company accelerates its social consolidation strategy to help brands improve customer experience.
Posted April 09, 2015
Fine is FCC's largest data security enforcement action to date.
Posted April 09, 2015
Cross channel customer conversations provide mobile-first customer convenience.
Posted April 09, 2015
Provides agents with a single interface with click-to-dial and screen pop capabilities that help personalize customer interactions.
Posted April 09, 2015
The alternative to premise-based contact centers promises cost savings, fast implementation and flexible deployment options.
Posted April 09, 2015
Deal furthers Calabrio strategy to expand global customer base.
Posted April 01, 2015
Accelerates implementation of Mattersight's predictive behavioral routing in Avaya environments.
Posted March 31, 2015
Ensures contact centers are running at optimum levels from the floor, home or while traveling.
Posted March 31, 2015
Combination allows businesses to share screenshots, videos and guides with customers via Box for assistance.
Posted March 30, 2015
Software resolves abandonment issues.
Posted March 30, 2015
Allows businesses to deploy an end-to-end cloud solution for PBX/UC and contact center applications.
Posted March 30, 2015
Partners include Adobe, Artificial Solutions, Lavastorm and MCorpCX.
Posted March 27, 2015
Includes built-in connectors to indirect channels such including Twitter and Facebook.
Posted March 27, 2015
World's largest IBX data center and colocation provider rolls out TouchCommerce TouchChat on its Germany, France, Switzerland, and United Arab Emirates sites.
Posted March 26, 2015
Solution also uses NICE's feedback solution to solicit real-time customer feedback immediately after an IVR or agent interaction.
Posted March 26, 2015
Helps companies continuously measure and manage their performance to gather the right information needed to drive the right actions.
Posted March 25, 2015
Pulse complements Salesforce automation tools such Salesforce.com, Microsoft Dynamics and Siebel.
Posted March 25, 2015
VOC and market research solution can reduce coordination costs by up to 90 percent.
Posted March 24, 2015
New digital capabilities deliver personalized videos that enhance and differentiate the customer experience.
Posted March 23, 2015
Mobile self-service, cloud-based platform empowers companies to build their own smartphone app in minutes.
Posted March 23, 2015
New research reveals critical importance of personalized, omnichannel service for online and phone shoppers.
Posted March 23, 2015
Enables mobile carriers to record customer interactions across multiple channels.
Posted March 23, 2015
Acquisition further expands Avtexs' national footprint, merges two Interactive Intelligence partners.
Posted March 19, 2015
Connects customer insight, context and real-time journey behavior on all digital and offline channels.
Posted March 19, 2015
Updated apps for Sales Cloud and Service Cloud help customers create unified communications and contact center environments.
Posted March 19, 2015
Release provides engagement and analytics support for Instagram, and publishing, engagement and analytics support for Weibo.
Posted March 17, 2015
Solution authenticates users via a financial institution's mobile app.
Posted March 17, 2015
Complete SaaS solution provides scalable foundation for customer engagement.
Posted March 17, 2015
New journey management capabilities offers front and back office staff to view interactions and includes new integrated knowledge management technology.
Posted March 16, 2015
Two-way, inbound texting application is compatible with key Avaya contact center solutions.
Posted March 16, 2015
Partnership is expected to deliver integrated and secure UC and contact centers solutions and jointly serve customers.
Posted March 11, 2015
Contact center functionality enables supervisors to manage, transfer, merge and monitor voice calls.
Posted March 11, 2015
Allows customers to pick up an incomplete service transaction at a different time and on a different channel.
Posted March 11, 2015
Solution authenticates users via a financial institution's mobile app.
Posted March 10, 2015
Solution also features customer interaction history.
Posted March 10, 2015
Unified contact center solution expands functionality of manager portal.
Posted March 04, 2015
Transition designed to increase company's efficiency, flexibility and scalability for customer experiences.
Posted March 03, 2015
The addition of CCM technology to Kofax's BPM solutions bolster smart process capabilities.
Posted March 03, 2015
On demand keyword spotting and auto-call scoring enable businesses to detect trends and monitor agents.
Posted March 03, 2015
Latest release of platform provides mobile customer service capabilities via smartphones.
Posted March 03, 2015
An IVR enables drivers to order food and authenticate purchases while maintaining focus on the road.
Posted March 03, 2015
Poor customer service cited as biggest reason for customer defections.
Posted March 03, 2015
New capabilities include an executive CEM solution to measure actual mobile user experience.
Posted March 02, 2015
With semantic annotation, enterprises can gain insights from large volumes of unstructured text.
Posted March 02, 2015
HP Qfiniti 10.3 helps multisite contact centers manage call recording and customer engagement
Posted March 02, 2015
Alerts expand contact centers flexibility.
Posted February 26, 2015
The IVR includes SIP support and can be virtualized.
Posted February 26, 2015
Increased need for cost reduction is one of the major growth drivers.
Posted February 25, 2015
Solution instantly responds to adapt at each interaction point based on real-time behaviors within a call to match customer pace.
Posted February 24, 2015
Report finds that increasing mobile customers are forcing organizations to adapt their digital engagement models or lose relevance.
Posted February 24, 2015