Ozonetel has launched KooKoo Interactive Assistant, an omnichannel widget to run voice calls and chat sessions in parallel. (Featured on
Posted December 11, 2018

The new partnership brings Zappix's Visual IVR technology to more retail segments.
Posted October 24, 2018

Plum Voice is now listed in Visa's Global Registry of Service Providers
Posted July 25, 2018

Delta Air Lines and Sears aren't too happy with their customer service provider right now—due to [24]'s security breach last fall, hundreds of thousands of users' data may have been compromised, and the vendor hasn't confirmed or denied whether other companies have been affected as well.
Posted April 06, 2018

L.L. Bean sent many of its customers into a frenzy last week, when the company announced that it was changing its lifelong guarantee policy, which allowed customers to bring back items whenever they wanted, with no expiration date on returns.
Posted February 16, 2018

New Security Suite integrates facial and behavioral biometrics with voice biometrics solutions, to secure customer service interactions across channels.
Posted May 24, 2017

Emerging connected consumer trends show the increasing importance of post-purchase customer support, especially after the holidays.
Posted January 26, 2016

NICE's customer engagement solutions improves overall efficiency and customer experience.
Posted June 03, 2015

LinkedIn and Kohl's improve cross-channel engagement effectiveness.
Posted April 06, 2015

Getting feedback puts you in your customer's shoes and provides opportunities to create better relationships.
Posted March 13, 2015

Solution provides customer service representatives with immediate access to customer shopping carts to make changes in real-time.
Posted January 28, 2015

European electronics and telecommunications retailer offers live chat via desktop, tablet and mobile.
Posted January 22, 2015

Vasili Triant says, keep it simple and stop overthinking customer service.
Posted December 04, 2014

Here's how to get customers to complete their purchases in-store.
Posted December 02, 2014

A multichannel strategy trumps low prices and promotions to snag this elusive audience.
Posted November 13, 2014

After offending customers, the nation's largest retailer fails to issue a direct apology and scrubs its social media sites of negative feedback.
Posted October 27, 2014

Study find that retailers are not keeping pace with growing use of mobile apps by consumers.
Posted October 08, 2014

If you aren't paying attention to the complex patterns of nontraditional interactions, it could cost you.
Posted September 08, 2014

Contact centers that listen closely and respond to what customers have shared will have an edge over those that turn a deaf ear.
Posted September 03, 2014

Mobile devices are changing the paradigm of how to think about the customer experience.
Posted August 20, 2014

Offering helps companies expand multichannel commerce efforts in the cloud.
Posted August 01, 2014

When it comes to retail, the Web is the most preferred channel, video is the least popular.
Posted May 23, 2014

Comcast and other ISP/TV providers get low marks in providing customer satisfaction.
Posted May 21, 2014

Adopting a multichannel strategy is a must to engage younger shoppers.
Posted April 16, 2014

Report also finds that chat is a preferred customer service tool.
Posted February 13, 2014

Integrated text analytics technology examines sentiment and actionable concepts behind customer reviews.
Posted January 30, 2014

Solution captures behavioral data across channels and devices.
Posted January 16, 2014

New service gives companies the ability to make Amazon customers their customers.
Posted October 10, 2013

Using both traditional and new methods of collecting customer feedback, the newly combined company aims to take a large stake in the multibillion-dollar customer experience management and voice of the customer markets.
Posted October 08, 2013

Benchmark study finds that Amazon's mobile site and app scores highly in the customer journey experience.
Posted September 30, 2013

Frustrated with trying to understand a customer rep in a foreign country? Overloaded with seasonal demand? Companies like XACT Telesolutions are helping to solve these problems and others.
Posted September 24, 2013

Technology is a must for any business, but don't lose sight of the human element, namely your customers. At this year's KANA Connect user conference, Jim McCann spoke about the importance of engaging customers by listening to what they are thinking and reaching them where they are.
Posted September 18, 2013

Q&A with Omer Minkara, Aberdeen Group: More and more companies are realizing that customers are in the driver's seat when it comes to shaping a company's reputation.
Posted September 03, 2013

However, overall Internet customer service experiences are lacking according to Temkin ratings.
Posted August 26, 2013

Vonetix 7 Voice solution will serve as the new UC platform for Microsoft customer support.
Posted August 26, 2013

In addition to China, the company contracts with clients in the US, Canada, Europe, and Australia.
Posted August 05, 2013

Customer service enhancements include focus on resolving questions at first contact.
Posted August 01, 2013

Internet retailer to hire 7,000 workers to fulfill customer service jobs.
Posted July 29, 2013

Contact centers likely to adapt their businesses to offer more complex services in a competitive market.
Posted July 18, 2013

Solution helps organizations increase performance across contact center, back-office and retail branch operations.
Posted July 16, 2013

Temkin Experience Ratings ranks customer experience provided by 246 companies.
Posted April 22, 2013

New research evaluates the computer customer experience.
Posted April 08, 2013

Interpersonal skills of employees can make or break the customer experience. The emotional aspect of customer service is critical, as one in three global respondents surveyed preferred being treated well over having their issues immediately resolved, according to a recent study.
Posted April 01, 2013

Integration of mobile retail solutions provides enhanced customer targeting.
Posted March 12, 2013

Companies collaborate to help retailers deliver positive customer experience.
Posted March 12, 2013

Smaller online retailers narrow Amazon's lead.
Posted March 12, 2013