Joint solution offers omnichannel capabilities for contact centers.
Posted July 30, 2014
Solution captures, connects and analyzes data across touch points and systems.
Posted July 29, 2014
Solution drives relevant alerts and information to collector and supervisor desktops within the contact center.
Posted July 29, 2014
Solution delivers an integrated feedback system that provides visibility into customer feedback and sentiment across both support and sales departments.
Posted July 29, 2014
To keep up with millennials, marketers should focus on the experiences customers want throughout the customer journey.
Posted July 24, 2014
Solution provides secure cloud telephony and unified communications with customer service functionality.
Posted July 24, 2014
Platform unbundles social and marketing data from SaaS applications.
Posted July 23, 2014
Partnership extends professional services capabilities and reseller services
Posted July 23, 2014
Offering highlights pre-configured solutions for scoring customer service, sales performance and outbound collections.
Posted July 23, 2014
Text and social media analytics solution provides sentiment analysis of unstructured data.
Posted July 23, 2014
Features include CRM improvements and Google+ integration.
Posted July 22, 2014
Addition of LinkedIn lets Oracle serve B2Bs, and companies that need multichannel social strategy.
Posted July 17, 2014
Integration enables large enterprises to bring voice of the customer insights and NPS into Salesforce workflows.
Posted July 17, 2014
Social media monitoring tool focuses on engagement metrics that provides real-time visibility.
Posted July 16, 2014
Initial segment of customers will automatically receive emailed boarding passes up to 24 hours before flights.
Posted July 14, 2014
Includes multichannel desktop.
Posted July 14, 2014
TRUSTID authenticates call origination; Nuance Voice Biometrics identifies customers by voice.
Posted July 14, 2014
Survey finds that brands need to understand how the roles of customer engagement are evolving to multiple social media channels.
Posted June 26, 2014
Unified and enterprise-wide solution features social media and voice of the customer tools and multichannel analytics.
Posted June 26, 2014
Provides relevant knowledge throughout the customer journey across devices.
Posted June 25, 2014
Technology separates media infrastructure from application functionality of contact center software.
Posted June 25, 2014
Combination of Twilio's communication platform with Google Chromebook for Business enables enterprises to jettison old-school on-premises hardware.
Posted June 24, 2014
Telco industry veteran Vasili Triant named interim CEO.
Posted June 24, 2014
Acquisition strengthens Oracle Service Cloud with co-browsing technology to improve customer experiences through connected real-time engagements.
Posted June 24, 2014
New capabilities include gamification and video support.
Posted June 24, 2014
New product uses companies' platforms to generate customer experience test cases for IVR call flows.
Posted June 24, 2014
Program members can receive 15 percent commission for up to two years.
Posted June 24, 2014
Four Clouds suite includes on-demand cloud systems that optimize the trade-off between risk and efficiency.
Posted June 24, 2014
Technology broadens customer profiles and triggers automated workflow actions to drive new sales.
Posted June 19, 2014
Despite enthusiasm for CEM, few financial services companies can deliver all of the elements customers expect.
Posted June 19, 2014
Multichannel cloud contact center integration with Microsoft Dynamics CRM Unified Service Desk delivers new functions for cloud-based contact centers.
Posted June 17, 2014
Five9 MPLS Agent Connect offers contact centers quality customer interactions as an alternative to public Internet.
Posted June 17, 2014
Organizations admit that their customer experience programs had achieved little, flat or negative return in terms of retaining customers.
Posted June 16, 2014
Feature reduces on-hold wait times and call center call volume by servicing requests via SMS.
Posted June 16, 2014
Seventy-five percent of customer questions now come from MayDay.
Posted June 13, 2014
Expanded features allow users can get more relevant customer segmentation and behavioral insights.
Posted June 12, 2014
Technology helps companies discover the content of conversations taking place between call center agents and customers.
Posted June 11, 2014
Company offers statistical performance analytics approach to distributing calls to best-suited contact center agents.
Posted June 11, 2014
New release aimed at call centers with time-critical processes.
Posted June 11, 2014
Unified contact center suite integrates multichannel communications and dynamic case management.
Posted June 10, 2014
Solution ensures customer calls within contact centers are recorded and playable to comply with government regulations.
Posted June 10, 2014
Solution is data agnostic, features highly-tuned text analytics, and provides channel-actionable insights.
Posted June 10, 2014
Integration will help increase customer retention, first call resolutions and extend the lifetime value of each customer.
Posted June 10, 2014
Technologies include predictive and real-time analytics, and machine learning to identify customer behavior patterns.
Posted June 09, 2014
Solution allow customer-facing teams to collaborate and execute multichannel engagement strategies.
Posted June 06, 2014
However, almost 40 percent of consumers already use social media for customer service.
Posted June 06, 2014
There's work to be done for service providers to integrate social media data into their customer profiles.
Posted June 05, 2014
New solutions will enable customers to provide real-time collaborative assistance to help consumers complete tasks.
Posted June 04, 2014
Companies align to deliver contact center desktop automation and activity intelligence solutions.
Posted June 03, 2014
Other features include Microsoft Social Listening which taps into social conversations to get real-time feedback on brand, products, competitors, and campaigns.
Posted June 02, 2014