Vocalcom and TapCrowd launches set of contact center apps to enhance mobile customer engagement,
Posted February 11, 2014
Research introduces a new concept called "Employee-Engaging Transformation."
Posted February 11, 2014
Visual self-service available for smartphones and Web sites.
Posted February 07, 2014
Solution integration provides greater efficiencies within the contact center for both agents and supervisors.
Posted February 06, 2014
Solution helps meet compliancy with privacy laws.
Posted February 05, 2014
Training program minimizes workload of managers.
Posted February 05, 2014
Temkin Group survey finds executives recognizing link between customer experience and loyalty.
Posted February 04, 2014
Cloud-based contact center solutions and analytics improve contact center performance.
Posted February 03, 2014
Mobile reporting solution provides real-time customer insights.
Posted February 03, 2014
Technology includes social media data and behavioral algorithms.
Posted January 30, 2014
Technology integrates Web content management, analytics and social intelligence.
Posted January 30, 2014
Integrated text analytics technology examines sentiment and actionable concepts behind customer reviews.
Posted January 30, 2014
Company also raises $30 million.
Posted January 29, 2014
Many opportunities exist for businesses that employ voice of the customer initiatives.
Posted January 29, 2014
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