Companies that don't regularly testing or monitor call centers and IVR systems face reduced ROI.
Posted August 29, 2013
Recording solution targets small and mid-sized contact center operations.
Posted August 29, 2013
Cloud-based service offers advanced communications with lower total cost of ownership.
Posted August 28, 2013
Solution helps categorize incoming calls and monitor workforce performance.
Posted August 28, 2013
Alliance integrates workforce optimization app with LiveOps cloud solution.
Posted August 28, 2013
The product also includes privacy and security features.
Posted August 27, 2013
Flexibility, scalability, simplicity and security are driving adoption of cloud solutions.
Posted August 27, 2013
How a customer contacts a brand is likely to have a large effect on their overall customer experience.
Posted August 26, 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
Solution uses sentiment analysis and entity extraction.
Posted August 22, 2013
Airline provides new Windows phone handheld devices for flight attendants.
Posted August 22, 2013
New bundled cloud package includes an agent performance package with CTI solutions.
Posted August 20, 2013
Partnership adds cloud-based interaction database that integrates and tracks customer service interactions to Inflow's unified communication solutions.
Posted August 15, 2013
SaaS technology provides access to 100,000 call center agents.
Posted August 14, 2013
Study: Customer satisfaction depends on multiple channel choices.
Posted August 14, 2013
Solution includes call taker performance based on KPIs.
Posted August 12, 2013
Company also changes its name from Unified Arts.
Posted August 12, 2013
Companies extend relationship to provide personalized customer communications via voice, text, and email.
Posted August 09, 2013
Customer self-service gains popularity with consumers.
Posted August 08, 2013
Customer retention, channel management and customer analytics channels spurs increase in global CCO market.
Posted August 06, 2013
Companies to provide hosted call center solutions.
Posted August 06, 2013
Solutions are compatible with key Avaya contact center solutions.
Posted August 06, 2013
Frost & Sullivan finds that market investments are expected to rise sharply before stabilizing in the long term.
Posted August 05, 2013
Legislation seeks to remedy thousands of backlogged claims.
Posted August 05, 2013
In addition to China, the company contracts with clients in the US, Canada, Europe, and Australia.
Posted August 05, 2013
Frost & Sullivan finds that vendors are moving beyond traditional customer service to offer premium and online services.
Posted August 01, 2013
Solution uses natural language processing and semantics.
Posted August 01, 2013
Application available as a standalone offering or integrated component.
Posted August 01, 2013
Customer service enhancements include focus on resolving questions at first contact.
Posted August 01, 2013
Companies partner to deliver workforce optimization solution.
Posted July 31, 2013
Cloud-based solution can remove credit card data.
Posted July 31, 2013
Recording capability can improve compliance, quality monitoring and coaching for customer service.
Posted July 30, 2013
Designed for mid-size companies, offering provides real-time customer and employee feedback.
Posted July 29, 2013
Internet retailer to hire 7,000 workers to fulfill customer service jobs.
Posted July 29, 2013
Companies collaborate on customer call monitoring, alerting and reporting solution.
Posted July 25, 2013
Agreement adds multichannel service.
Posted July 25, 2013
The integrated technologies enable contact centers to streamline and execute workforce management strategies in omnichannel environments.
Posted July 24, 2013
Overall satisfaction substantially increases as performance at large national servicers improves.
Posted July 23, 2013
Solution captures voice of the customer feedback at the point-of-experience.
Posted July 23, 2013
Contact centers likely to adapt their businesses to offer more complex services in a competitive market.
Posted July 18, 2013
Customers willing to pay more for better customer service.
Posted July 18, 2013
Expanded real-time product uses speech analytics platform to improve call center performance and compliance.
Posted July 18, 2013
Companies to deliver contact center solution in the Russian market
Posted July 18, 2013
Companies to integrate voice and data with secure call center software solution.
Posted July 18, 2013
New features track keywords and marketing channels.
Posted July 16, 2013
Solution helps organizations increase performance across contact center, back-office and retail branch operations.
Posted July 16, 2013
Technology helps billers improve customer service.
Posted July 12, 2013
Growth spurred by increasing demand in telecommunications, banking and finance sectors.
Posted July 12, 2013
One size does not fit all: consumers indicate preferences of different interactions methods depending upon types of transactions.
Posted July 12, 2013