Use of mobile and social media cited as drivers of gains.
Posted December 12, 2014
Provides fraud detection and prevention with partners IDology and Pindrop Security.
Posted December 11, 2014
Will include integrated customer experience management functions across multiple channels.
Posted December 10, 2014
Project to streamline the agent experience using WebRTC and Chromebooks.
Posted December 10, 2014
Aspect study reveals five company personas, their hazards, and opportunities to improve quality of service.
Posted December 09, 2014
New version helps companies better manage high volume of customer queries.
Posted December 09, 2014
Strategies include applying data gleaned from consumer interactions.
Posted December 08, 2014
Features include instant messaging, voice, email, Web chat and Twitter.
Posted December 08, 2014
Solution enables agents to make or receive contact center calls from their iPhone device.
Posted December 04, 2014
Purchase enables network provider to expand to additional markets.
Posted December 04, 2014
Provides consumers with relevant, meaningful and emotional experiences.
Posted December 04, 2014
Mobile SDK and Web widget enable companies to provide services to customers' preferred mobile apps and online channels.
Posted December 03, 2014
Allows organization to build network-enabled, distributed cloud solutions.
Posted December 03, 2014
Agent turnover and retention identified as the biggest issue for call centers.
Posted December 02, 2014
Using JAWS screen reader, new technology helps navigate platform workflows.
Posted December 02, 2014
New capabilities help identify new user segments and understand user journeys to improve outcomes.
Posted December 02, 2014
A full suite of mobile solutions address omnichannel challenges by preserving context and continuity when switching channels.
Posted November 25, 2014
Enhanced release drives actions based on surveys and third-party insight.
Posted November 24, 2014
Partner apps provide solutions including e-commerce, email marketing, telephony and text messaging support.
Posted November 24, 2014
Also offers disaster recovery protection, and is PCI and HIPPA compliant.
Posted November 24, 2014
New solution leverages the latest customer interaction management technology developed by BT and Genesys.
Posted November 23, 2014
New release delivers core platform upgrades and new features focused on employee attrition management, analytics and monitoring.
Posted November 20, 2014
Solution enables customer support teams to offer digital gifts as an apology gesture or to thank customers.
Posted November 20, 2014
Solution allows users to conduct online and phone surveys concurrently or consecutively.
Posted November 19, 2014
Customers can find answers to routine questions without talking with live agents.
Posted November 19, 2014
Verint to collaborate with Unify to develop features for Unify contact center customers.
Posted November 19, 2014
Software integrates customer experience data directly into Salesforce.
Posted November 19, 2014
Frost & Sullivan: the need to offer holistic customer experience will dictate investment patterns across contact centers.
Posted November 18, 2014
Updates include extended conditional dialing and aggregate reporting.
Posted November 18, 2014
Cloud solution enables agents to manage communications across phone, video, email, Web, social and chat.
Posted November 18, 2014
Leading companies will focus on customer-centric approach rather than company-centric approach.
Posted November 17, 2014
Nexus optimizes live support interactions to resolve more customer issues and deliver higher NPS.
Posted November 14, 2014
Enables integration with third-party systems, including CRM, billing, homegrown or Citrix application.
Posted November 13, 2014
Updated technology provides enhanced features for Web-based manager tool.
Posted November 12, 2014
Companies may not be satisfying customers leaving sales on the table.
Posted November 12, 2014
Solution designed as a lightweight agent desktop alternative for the current Avaya platform.
Posted November 12, 2014
Partnership to complement 3CLogic's advanced contact center platform with Voice of the Customer (VOC) analytics, training and implementation.
Posted November 12, 2014
Company also expects to release social learning ecosystem for agents by the end of 2014.
Posted November 11, 2014
Features help agents provide better customer service.
Posted November 11, 2014
Vasili Triant replaces Marty Beard.
Posted November 10, 2014
Semantic Building Blocks functionality enables contact centers to identify trending sentiment.
Posted November 06, 2014
New feature helps small businesses save time and increases email marketing effectiveness to new customers.
Posted November 06, 2014
Solution's framework makes mobile applications easy to create and deploy and can reduce costs and customer effort.
Posted November 06, 2014
The platform is designed to help contact centers transition from traditional telephony to Web-based, real-time communications.
Posted November 04, 2014
The combined solution can lower costs, improve customer relations and sales, and ensure compliance.
Posted November 04, 2014
SaaS solution offers gamification and mobility.
Posted November 03, 2014
Autumn '14 edition lets agents keep track of the context of relationships with individual customers.
Posted November 03, 2014
GUI-driven drag and drop tool builds customer interaction scripts for live agents.
Posted November 03, 2014
Also offers universal multimedia queueing and communication, including instant messaging, email, Web chat, SMS, WebRTC and social media.
Posted November 03, 2014
Carenet agents will have a 360-degree view of members across channels
Posted November 01, 2014