New offerings are powered by advanced machine learning and predictive analytics.
Posted May 05, 2015
New solution provides real-time business intelligence, analytics and reporting through easy-to-use and customizable dashboards.
Posted May 05, 2015
Growing demand tied to increase in mobility and customer self-service.
Posted May 04, 2015
Provides unified communications from Microsoft and Genesys' omnichannel customer experience and contact center solutions.
Posted May 04, 2015
Also enhances headset and amplifier products.
Posted May 04, 2015
Technology offers consistent and contextual method of transitioning from self-service to agent-assisted customer service.
Posted April 30, 2015
Companies to develop strategies and solutions that provide faster access to critical customer experience data.
Posted April 30, 2015
Partnership includes integration of Adobe's marketing cloud solutions with Microsoft Dynamics CRM.
Posted April 30, 2015
Reduces the impact of spam calls on agent productivity.
Posted April 30, 2015
Initially designed for utilities companies, solution can be used in any vertical that employs control centers.
Posted April 30, 2015
Alliance will provide contact center professionals with performance improvement services.
Posted April 29, 2015
MongoDB technology enables engineering teams to create applications at massive scale and support a variety of data.
Posted April 28, 2015
Cable operator has selected the call-back solution to improve the contact center experience.
Posted April 27, 2015
New RingCentral Contact Center offering features multichannel, skills-based routing, and advanced IVR capabilities.
Posted April 27, 2015
Contextual point-and-click answer technology for Web sites and Web apps now includes analytics.
Posted April 24, 2015
Features include new Web interface with advanced search capabilities.
Posted April 24, 2015
Developers can access Heroku's ecosystem of pre-integrated app components, services and tools.
Posted April 21, 2015
BPOs promote the value of U.S.-based sales and customer service to their clients.
Posted April 21, 2015
The evolution from legacy call center involves staffing, resources, organizational alignment and deployment of technology.
Posted April 21, 2015
Solution advances employee engagement and corporate performance.
Posted April 21, 2015
Software aggregates feedback from various customer touch points and distributes it across organizations.
Posted April 21, 2015
Capabilities feature real-time monitoring of key metrics, including chat volume, visitor experience, and agent performance.
Posted April 16, 2015
New IVR module can gauge customer behavior trends, measure channel engagement, and analyze and reduce wait times.
Posted April 16, 2015
Solution enables real estate agencies to provide listings and event-triggered texts to field-based agents.
Posted April 14, 2015
Includes contact center solution for real-time engagement with patients and providers and mobile physician relationship management app.
Posted April 13, 2015
Enhanced solution also features automated processes including intraday dynamic scheduling and automatic evaluation queues.
Posted April 13, 2015
Solutions provide unstructured customer feedback found in spoken conversations.
Posted April 13, 2015
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