Despite enthusiasm for CEM, few financial services companies can deliver all of the elements customers expect.
Posted June 19, 2014
Multichannel cloud contact center integration with Microsoft Dynamics CRM Unified Service Desk delivers new functions for cloud-based contact centers.
Posted June 17, 2014
Five9 MPLS Agent Connect offers contact centers quality customer interactions as an alternative to public Internet.
Posted June 17, 2014
Organizations admit that their customer experience programs had achieved little, flat or negative return in terms of retaining customers.
Posted June 16, 2014
Feature reduces on-hold wait times and call center call volume by servicing requests via SMS.
Posted June 16, 2014
Seventy-five percent of customer questions now come from MayDay.
Posted June 13, 2014
Expanded features allow users can get more relevant customer segmentation and behavioral insights.
Posted June 12, 2014
Technology helps companies discover the content of conversations taking place between call center agents and customers.
Posted June 11, 2014
Company offers statistical performance analytics approach to distributing calls to best-suited contact center agents.
Posted June 11, 2014
New release aimed at call centers with time-critical processes.
Posted June 11, 2014
Unified contact center suite integrates multichannel communications and dynamic case management.
Posted June 10, 2014
Solution ensures customer calls within contact centers are recorded and playable to comply with government regulations.
Posted June 10, 2014
Solution is data agnostic, features highly-tuned text analytics, and provides channel-actionable insights.
Posted June 10, 2014
Integration will help increase customer retention, first call resolutions and extend the lifetime value of each customer.
Posted June 10, 2014
Technologies include predictive and real-time analytics, and machine learning to identify customer behavior patterns.
Posted June 09, 2014
Solution allow customer-facing teams to collaborate and execute multichannel engagement strategies.
Posted June 06, 2014
However, almost 40 percent of consumers already use social media for customer service.
Posted June 06, 2014
There's work to be done for service providers to integrate social media data into their customer profiles.
Posted June 05, 2014
New solutions will enable customers to provide real-time collaborative assistance to help consumers complete tasks.
Posted June 04, 2014
Companies align to deliver contact center desktop automation and activity intelligence solutions.
Posted June 03, 2014
Other features include Microsoft Social Listening which taps into social conversations to get real-time feedback on brand, products, competitors, and campaigns.
Posted June 02, 2014
Partnership marries Salesforce capabilities with Microsoft's Office 365 and mobile Windows.
Posted May 30, 2014
Partnership provides contact center agents with broader view of client interactions via voice, chat, email, and social media channels.
Posted May 29, 2014
eSpace Contact Center offers Web-based customer services that incorporate collaborative applications including social media.
Posted May 29, 2014
Cyara FIVE can cut organizational testing 30 to 90 percent.
Posted May 29, 2014
Offering delivers business and operational expertise, best practices, and analytical insights.
Posted May 28, 2014
A consistent quality customer experience is absent.
Posted May 28, 2014
Connecting with a customer service representative over the phone is the most used channel.
Posted May 28, 2014
Software can be used in place of some infrastructure upgrades such as ACD hardware.
Posted May 28, 2014
When it comes to retail, the Web is the most preferred channel, video is the least popular.
Posted May 23, 2014
Companies need to empower their customers with self-service channels.
Posted May 21, 2014
Video call option is integrated in Crealog's multichannel contact center software solution.
Posted May 21, 2014
Comcast and other ISP/TV providers get low marks in providing customer satisfaction.
Posted May 21, 2014
WFO omnichannel solution redirects staff to other customer channels based on call and interaction volume.
Posted May 20, 2014
New offering helps program managers proactively understand and drive customer experience program success.
Posted May 20, 2014
Solution combines gamification and data analytics to motivate contact center team performance.
Posted May 16, 2014
Smart IVR Silent Guides bolsters ASR engines for directory assistance calls.
Posted May 16, 2014
With new synchronization technology that connects Salesforce1 and Heroku, companies can now build the next generation of engaging customer apps.
Posted May 15, 2014
Solution features new Web interfaces for business users and system administrators to control and configure IVR, mobile apps, SMS services.
Posted May 14, 2014
Mobile employees can hear and see voice messages left for their personal extensions.
Posted May 14, 2014
Integrated portfolio of cloud and on-premise offerings help clients coordinate and enrich engagement throughout the customer journey.
Posted May 14, 2014
Solution offers enterprise customers phone fraud mitigation technology.
Posted May 13, 2014
Integration provides advanced self-service and assisted voice channel capabilities.
Posted May 13, 2014
Research also finds that data-focused organizations deliver faster customer service.
Posted May 12, 2014
Latest intent-based solution helps companies improve clicks and conversions across online customer service channels.
Posted May 12, 2014
Capabilities provide capture of multichannel customer feedback and suggestions for actionable resolution.
Posted May 08, 2014
Solution also combines coaching and analytics with multichannel management capabilities.
Posted May 08, 2014
Technology enables customers to get live help while remaining in their channel of choice.
Posted May 07, 2014
Acquisition extends inContact's presence in the cloud contact center market and enables the company to address an additional estimated $1 billion in the expanding midsized WFO market.
Posted May 06, 2014
Acquisition extends cloud-based customer experience portfolio.
Posted May 05, 2014