Contact Center Solutions

TMCnet Contact Center Solutions Week in Review

As we all know, this was a tumultuous few days week in the technology community at large. In looking at seemingly disconnected events - Cisco's BYOD numbers, Interactive Intelligence's Interaction Mobilizer introduction and Facebook's IPO - I found a common thread you hopefully find interesting. [ Read More ]
05/26/2012

ICMI Names Allianz Global Assistance Canada as 2012 Global Call Center of the Year Award Winner

Allianz Global Assistance Canada recently announced that it has been named as a winner of the 2012 Global Call Center of the Year Award. Allianz Global Assistance Canada won the Gold Award for the 2012 Global Call Center of the Year in the category of small-to medium call center (75 seats or less), and was also recognized with the Silver Award in the Quality category at the event which was held in Seattle, WA earlier this month. [ Read More ]
05/24/2012

NewVoiceMedia Announces 400 percent Year-on-Year Growth in The Order Volume

NewVoiceMedia, a provider of cloud based contact centre and voice solutions, has reported 400 percent increase in the order volume for the first quarter of 2012. They have booked orders worth $1.6m in comparison with $0.4m for the same period of 2011. The spectacular growth comes following investment from Notion Capital and Eden Ventures and is largely attributed to rise in customers as well as technological development by strengthening of NewVoiceMedia's team. [ Read More ]
05/23/2012

Vodafone Aims for Amazon Levels of Customer Service Success

Along with posting its annual results yesterday - which were at the top end of forecasts, due largely to growing smartphone use - wireless network provider Vodafone, chief executive officer Vittorio Colao also unveiled the company's plans for the next three years. Dubbed "Vodafone 2015: Supermobile strategy," the plans include duplicating the success of online retail giant Amazon. [ Read More ]
05/23/2012

BT Expands Contact Center Portfolio in the U.S.

Recently, the company expanded its Contact Center portfolio for the U.S. As the newest addition to the portfolio, the company introduced a cloud-based IP contact center service, and according to the company, this service is based on Cisco's Unified Communications and Collaboration technology (UCC). [ Read More ]
05/23/2012

Comptel Unveils a New Concept of Contextual Intelligence for Telco

The quality of customer experience is increasingly identified as the key to survival and success for communication service providers (CSPs). But this depends on whether CSPs can provide customers what they want - dependable high speed services, easily provided at a reasonable price, and good customer care - in other words, a good customer experience. [ Read More ]
05/22/2012

Interactive Intelligence to Exhibit at Middle East Call Center '12 Conference

Unified IP business communications company Interactive Intelligence Group Inc. has announced that it plans to demonstrate its family of contact center solutions - in particular, its all-in-one Customer Interaction Center (CIC) version 4.0 solution - at the upcoming Middle East Call Center '12 (MECC '12 ) conference. The Indianapolis-based company also plans to exhibit its new Interaction Mobilizer, a software platform designed to enable organizations to rapidly deploy customer service applicatio… [ Read More ]
05/22/2012

Customer Interaction Solutions Recognizes KANA's Excellence in CRM

KANA Software, Inc. recently announced that it has been awarded the 2012 CRM Excellence Award from Customer Interaction Solutions. The customer service offerings of KANA Software are currently utilized by over 600 enterprises across the globe. [ Read More ]
05/22/2012

Are 'Customer Service Saboteurs' Ruining Your Customer Experiences?

What's a "customer service saboteur"? Something every company should be wary of and have a plan to cope with. While it sounds very spy novel, it's a fairly simple concept. A customer service saboteur is someone who manages to put a dent into - or completely wreck - your other customers' customer experiences. It's the rude, obnoxious patron shouting into his cell phone all evening in your restaurant. It's the customer who makes impossible demands on multiple tellers during a bank transaction, for… [ Read More ]
05/22/2012

Cost is Not the Only Factor for Call Center Operations in Middle East

Organizers behind an upcoming conference on call centers in the Middle East are detecting some key trends that are being found in the region's call center market. [ Read More ]
05/22/2012