Solution allows customer feedback to be captured via mobile devices, both online and offline.
Posted August 06, 2014
Dell solution lets Genesys extends its NetSuite platform.
Posted August 05, 2014
Contact center and dialer software integrated with upgraded CallScripter application offers increased agent productivity and enhanced compliance.
Posted August 05, 2014
Features over a hundred enhancements and new features including contextual promotions and advanced cross-selling capabilities.
Posted August 05, 2014
Offering helps companies expand multichannel commerce efforts in the cloud.
Posted August 01, 2014
China Mobile Jiangsu Branch replaces phone menu trees with a conversational speech interface.
Posted August 01, 2014
Release also includes revamped version of SpeechStorm Mobile eXperience for iPhone and Android.
Posted July 31, 2014
Enables managers to understand volume, trends and key customer service metrics.
Posted July 30, 2014
Application offers improved search criteria and performance for call center clips.
Posted July 30, 2014
Solution tracks email opens and saves emails to CRM from iPhones.
Posted July 30, 2014
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