Comcast Tops the Customer Service Wall of Shame While Amazon Shines in the Hall of Fame

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In a study by equity insight and analytics provider 24/7 Wall Street and research company Zogby Analytics, Comcast was named one of the worst performers in customer service, while Amazon was named the best. More than 1,500 Americans were asked to evaluate companies across 17 industries.

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Verint Launches Real-Time Speech Analytics

Verint Systems today unveiled several enhancements to its Real-Time Speech Analytics solution, which combines phonetic speech recognition and full transcription of calls with advanced language understanding.

Leonard Klie | Aug 24, 2016
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Five9 Launches Virtual Contact Center Summer 2016

Five9, a provider of cloud-based contact center software, today launched the Summer 2016 release of its Virtual Contact Center (VCC).

Leonard Klie | Aug 17, 2016
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Genesys' AppFoundry and DevFoundry Are Innovation Springboards

Genesys' app marketplace AppFoundry and developer portal DevFoundry have boasted rapid growth recently, with AppFoundry now offering more than 100 customer experience apps and DevFoundry now supporting more than 250 users. Jim Kraeutler, vice president of the innovation group at Genesys, atributes the growth to the vendor's commitment to educating partners and developers and giving them flexible tools to build solutions.

Maria Minsker | Aug 12, 2016
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InContact Partners with HelpSocial for Social Customer Service Integration

inContact, a provider of cloud contact center and workforce optimization software, has partnered with HelpSocial, providers of an integration platform for customer care and social media, to bring social media customer care abilities to contact center agents using inContact's Open Cloud Platform.

Leonard Klie | Aug 11, 2016
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AirHelp Promises to Handle Customer Service for Airline Customers

Air travel is hectic—hundreds of flights are cancelled and delayed throughout the country every day, and while some airlines handle these issues with ease, others send customers on an impossible journey to get reimbursed for travel nightmares. Startup AirHelp is working to eliminate some of the customer service hassle associated with air travel by handling the refund or reimbursement process for customers, even filing lawsuits when necessary.

Maria Minsker | Aug 05, 2016
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TMR Eyes Strong Growth in Virtual Assistants

Transparency Market Research forecasts the global intelligent virtual assistant market to grow from $627.7 million in 2015 to $7.9 billion by 2024, at a 32.8 percent compound annual growth rate.

Aug 03, 2016
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4 Reasons Customers Still Love Contact Centers

As brands increasingly strive to provide self-service options for customers to solve straightforward problems quickly and efficiently, contact centers are taking on new roles, becoming an extension of the brand. Here are four reasons why customers still love—and need—contact centers.

Maria Minsker | Jul 29, 2016