Contact Center Solutions Featured Article

TMCnet Contact Center Solutions Week in Review

March 23, 2013

Welcome to the weekend, which means it’s time to wrap up the week’s events in contact center solutions.

Alteva’s (News - Alert) wholesale hosted unified communications (UC) offering is growing. The company has announced that it’s expanding the offering to include optional Tiers 1 and 2 customer support to its resellers, providing them with a comprehensive package of services for their customers.

ING DIRECT Canada, a wholly owned subsidiary of Scotiabank, is reportedly leveraging IBM (News - Alert) software and services to apply a smarter commerce approach to consumer banking, which in turn will improve the bank’s customer experience, including simplified account access across mobile devices and social media channels, voice recognition and advanced security.

Intuitive Consumer Experience Company, [24]7, recently announced that it has effectively improved IVR experience for customers using smartphones with its new [24]7 Visual Speech solution. Incorporating predictive analytics and real-time decisioning, the latest offering from the company will deliver an advanced HTML5 mobile Web experience to consumers without the need for them to download a mobile application.

Realizing that selling smarter and better for a multichannel customer is not easy, JDWilliams, well known for direct home shopping in the UK, decided it could do with some help from eGain’s customer engagement hub. Supporting over three million shoppers across 25 online brands is hard work, and the online retailer required an agile, scalable, unified customer engagement platform that could keep pace with the shopper channel preferences, and also generate loyalty.

Comm100, a provider of customer service and communication solutions for enterprises, has enhanced its live chat solution with a "zero downtime upgrade” feature.Comm100 Live Chat, a Software-as-a-Service based live chat software solution, is used by more than 100,000 businesses, the company said.

According to a recent Voice4Net blog, fragmentation of technology is one of the biggest challenges in the contact center environment. Agents are forced to learn and then simultaneously manage five or six disparate applications to then manage a simple request from the customer. This fragmentation is the result of a number of different realities in the industry.

Social media and the Internet deliver data that offers added understanding to engage one another in real time, leading to richer emotional connections with customers. Although many customer relationship management practices involve mining big data, most regularly overlook powerful opportunities that can improve customer relationships and loyalty, and increase revenue.

Natural disasters are not only transforming our planet and those affected by such forces, but also the way customer service should be handled. As the number and ferocity of storms increases, such as Hurricane Sandy, Snow Storm Nemo and the recent blizzards bombarding the East Coast, companies must evaluate their contact centers’ level of preparedness for natural disasters.

That’s all for this week in contact center solutions. See you again next week!



Article comments powered by Disqus

Related Contact Center Solutions Articles

Carrier iQ Showcases Capabilities at 2015 Mobile World Congress

Carrier iQ, provider of device-sourced mobile intelligence, announced three solutions for iQ Care and an executive customer experience management (CEM) solution to measure the actual mobile user experience at the 2015 Mobile World Congress in Barcelona. [ Read More ]
03/03/2015

Ytel Picks VoiceBase for Cloud Contact Center Speech Analytics Enhancement

It is no secret that contact centers are now intensely interested in Big Data and sophisticated analytics to improve operational efficiency, effectiveness and the customer experience. Let's face it, knowing who is saying what, when, where, why and with what result is extremely valuable. In fact, it is this need to know that has driven large volume contact centers to increasingly look to sophisticated speech analytics to give them the business intelligence they desire not just about customer inte… [ Read More ]
03/03/2015

Carrier iQ Showcases New Capabilities at 2015 Mobile World Congress

Carrier iQ adds three enhancements for obtaining actionable business intelligence from mobile devices. [ Read More ]
03/03/2015

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!