Contact Center Solutions Featured Article

Contact Center Solutions Week in Review

March 15, 2014

We all know that in the Contact Center Solutions Community it is all about the customer experience.  Topping the news this week was a new IBM study that showed why improving the customer experience is top of mind of CIOs around the world and not just on the top of the priority list of contact center professionals. In fact, CIOs are spending more time and money on improving the customer experience which is good news for everyone. 

Another study is also noteworthy this week as FICO, one of the world's top analytic software companies, released results of its global survey regarding consumer demands for insurance companies and the way in which customer service is provided. 

This week was also rich in industry recognition. Grabbing honor was True Office, a pioneer in gamified training software and analytics, who won a 2014 GRC Technology Innovation Award from research firm GRC 20/20.  IntelliResponse, a provider of virtual agent solutions for enterprises, got a coveted Silver Stevie® Award in the Sales & Customer Service category. And, Frost & Sullivan (News - Alert) awarded Avaya with its 2013 North American Omni-channel Customer Engagement Company of the Year.

There were also new capabilities that made the news this week. Featured were:

In other industry news, community host Interactive Intelligence (News - Alert) made news across the pond in the UK with Next, a clothing and homeware retailer based in the United Kingdom, who has chosen to upgrade its contact centers to multi-channel capabilities with Interactive Intelligence solutions.  And, we continued to emphasis the exciting contact center makeover contest our hosts are sponsoring in conjunction with their annual Interactions 2014 event. 

The rest of the week’s news was an interesting mix of things which included:

Weekend reading  

For your weekend reading enjoyment our newly designed community home page is filled with links to items that are constantly being updated with new eBooks, whitepapers, videos, demos, etc. Plus, for detailed information on specific areas of interest, our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology — are places to visit frequently and bookmark.  



Article comments powered by Disqus

Related Contact Center Solutions Articles

Altocloud Jumps in the Smyths Toys Toybox to Bolster E-Commerce Presence

Those not immediately familiar with Smyths Toys can be forgiven, particularly if they don't live in the U.K or in Ireland, where Smyths Toys has at last report 80 stores to its credit. But Smyths Toys might well be easier find thanks to a new connection with Altocloud, which will bolster Smyths Toys' online presence and make e-commerce that much easier to carry out. [ Read More ]
04/22/2015

US Contact Center Jobs Continued to Increase in the First Quarter of 2015

The number of new U.S. contact center jobs was on the rise in the first quarter of this year, according to a jobs4america report. [ Read More ]
04/21/2015

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!