Web services API for Q-Suite, Indosoft's multi-channel Cloud contact center solution, will simplify integration to third party applications.
Posted January 27, 2014
cloudQSM targets SMB market.
Posted January 24, 2014
Solution enables contact centers of all sizes to eliminate costly startup fees.
Posted January 23, 2014
Enhancements include a desktop view that consolidates agents' cases, customers and tasks for easy switching and viewing.
Posted January 22, 2014
New solutions include mobile and social engagement features for real-time customer connections.
Posted January 21, 2014
App enables small businesses to respond to customer requests originating from multiple channels.
Posted January 21, 2014
Acquisition strengthens Genesys capabilities to personalize proactive customer interactions.
Posted January 20, 2014
Solution captures behavioral data across channels and devices.
Posted January 16, 2014
Companies need to increase understanding and appreciation of customers.
Posted January 15, 2014
New agent portal deployment to provide enhanced workflow, 360 degree view of the customer.
Posted January 14, 2014
Game achievements can motivate agents and improve performance.
Posted January 08, 2014
New analytics and mobility offerings increase support for workers anywhere.
Posted January 08, 2014
$820 million deal furthers Convergys' global presence in outsourced customer management industry.
Posted January 08, 2014
Faced with bad service, customers are quick to migrate to other companies.
Posted January 08, 2014
Capabilities include new functionality with embedded telephony controls that can enhance customer service agent desktops.
Posted December 20, 2013
New analytics platform enhances customer satisfaction and increases revenue.
Posted December 20, 2013
Solution for multi-device interactions can improve customer satisfaction while providing greater business insights.
Posted December 19, 2013
Mobile apps, virtual agents and knowledge management poised to lead customer service strategies.
Posted December 19, 2013
New features also include automated decisioning and predictive analytics.
Posted December 18, 2013
Support lags in creating a consistent customer experience across channels.
Posted December 18, 2013
Analysis of cursing across industries can help companies to improve customer service and performance.
Posted December 18, 2013
Faced with a poor experience, a majority of customers would never do business with a company again and half of those customers would tell friends not to use the business.
Posted December 18, 2013
When it comes to self-service, a majority of consumers would opt for assistance from a virtual assistant over static Web pages or calling agents.
Posted December 17, 2013
Enhancements aimed at improving cost to serve and ease of operation.
Posted December 17, 2013
Business decision makers say they are paying a 30 percent premium for improved customer experiences.
Posted November 22, 2013
Version 6.1 software features include enhanced social sentiment tuning.
Posted November 22, 2013
ZipWire is delivered through Voxeo cloud infrastructure.
Posted November 20, 2013
New platform enables developers to build social and mobile apps for employees, products and customers.
Posted November 20, 2013
Enterprise Suite 9.0 provides automatic language detection and sentiment analysis.
Posted November 19, 2013
Businesses can directly access first-party customer data from Facebook and create a personalized customer experience.
Posted November 15, 2013
Solution mobilizes brand advocates by inviting customers to share their positive experiences on social media.
Posted November 13, 2013
Consumers are increasingly frustrated with a company's inability to offer service in the way that they engages them.
Posted November 13, 2013
Online feedback system employs device recognition technology to increase response rates.
Posted November 12, 2013
Spending projected to reach $60.7 billion by 2017.
Posted November 11, 2013
Australian telco lets customer self-serve with Ask Olivia.
Posted November 11, 2013
Chat product offers proactive engagement capabilities on the mobile Web.
Posted November 08, 2013
Solution includes Visual IVR and multichannel self-service access to customer service.
Posted November 08, 2013
Solution unifies CRM and Big Data analytics data.
Posted November 07, 2013
Alliance brings best-of-breed Voice of the Customer strategies to Europe.
Posted November 07, 2013
Acquisition will allow service providers to use geo-located network data to improve the customer experience and achieve customer experience-driven network optimization.
Posted November 04, 2013
Smaller businesses now able to access cloud-based solutions.
Posted November 04, 2013
Private-labeled version of OrgSpan Select enables customers to search and view agent social profiles.
Posted November 01, 2013
Features include performance metrics from a customer relationship perspective and an executive portal.
Posted November 01, 2013
Platform drives higher conversion rates, better quality applications and increased brand loyalty.
Posted October 31, 2013
Product provides root-cause analysis of customer experience-related issues.
Posted October 30, 2013
Solutions help companies manage targeted marketing and sales initiatives.
Posted October 30, 2013
Agent scripting solution also offers integration with back-end systems and compliance enforcement.
Posted October 30, 2013
Company also releases survey that finds that some consumers would rather go to the dentist than speak with a customer service agent.
Posted October 29, 2013
Application lets contact center reps manage and respond to feedback across different channels.
Posted October 28, 2013
Solutions now include technology from Cisco, Avaya, Salesforce.com and Genesys platforms.
Posted October 28, 2013