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
Approximately $1.3 trillion is being transferred between companies as consumers switch allegiances.
Posted October 25, 2013
SaaS-based solution captures worker activities and provides transaction insights.
Posted October 25, 2013
Grainger Customers can send product photos to customer service reps via iPhone app.
Posted October 24, 2013
Interactive to offer private-labeled version of cloud-based application OrgSpan Select.
Posted October 24, 2013
Capabilities include new channel software to capture customer feedback from email and Web chat-based agent interactions.
Posted October 24, 2013
Study finds that analytics and mobile will become more important as solutions mature.
Posted October 24, 2013
Research finds that getting full resolution took an average of three attempts using multiple contact channels.
Posted October 24, 2013
Deal adds ability to access social channels through Five9's Virtual Contact Center.
Posted October 24, 2013
Supervisory application helps contact centers improve quality assurance.
Posted October 22, 2013
Utility customers can self-serve through Web or mobile channels.
Posted October 22, 2013
Capabilities include faster time to market, reduced capital expenditure and lower cost of ownership.
Posted October 21, 2013
Deeper HP IDOL integration and two new modules help maximize contact center productivity while lowering costs.
Posted October 21, 2013
Solution offers self-service customer capabilities.
Posted October 18, 2013
Solution uses big data to recommend next steps of customer engagement.
Posted October 17, 2013
North America comprises half of the overall CEM market.
Posted October 17, 2013
Company revamps offerings with solutions from Critical Mass, Cynergy, DigitasLBi, Organic and projekt202.
Posted October 16, 2013
Analytics solution tracks calls in real-time.
Posted October 11, 2013
Delivers enhanced integration with Avaya, Mitel and ShoreTel
Posted October 11, 2013
New performance dashboard manages operational and financial metrics across platforms.
Posted October 10, 2013
New service gives companies the ability to make Amazon customers their customers.
Posted October 10, 2013
Single platform delivers a complete cloud contact center.
Posted October 10, 2013
Deal strengthens the Genesys' cloud offerings
Posted October 08, 2013
PCI-complaint app also doubles contact center agent productivity.
Posted October 07, 2013
Report finds that a personal touch is critical to delivering a positive experience, followed by fast and effective service.
Posted October 04, 2013
Virtual call center service features automatic call rerouting, geographic redundancy and mobile integration.
Posted October 03, 2013
Cloud hosted offering is PCI compliant with end-to-end encryption.
Posted October 03, 2013
Contact centers need cloud/hosting, application and data backup, multishoring, and staff training to prepare for disaster recovery.
Posted October 02, 2013
Acquisition strengthens and simplifies contact center solutions for interaction, experience and performance management.
Posted October 02, 2013
Newest version of Calabrio ONE suite features improved user experience technology to support an integrated, connected contact center.
Posted October 01, 2013
Workforce optimization solution provides mobile access and upgrades to desktop analytics for contact center PCI compliance.
Posted October 01, 2013
Benchmark study finds that Amazon's mobile site and app scores highly in the customer journey experience.
Posted September 30, 2013
Self-Service solution helps customer call experience with intelligent interactions.
Posted September 24, 2013
Solution provides virtual call center capability with lower cost of ownership and on-demand scalability.
Posted September 24, 2013