Contact Center Solutions Featured Articles

Contact Center Solutions Week in Review

The Contact Center Solutions Community this past week once again delivered an eclectic mix of industry recognition, news about job opportunities/or lost ones, industry growth, new capabilities and some trend spotting. [ Read More ]
07/26/2014

Cairn Housing Association Deploys Netcall's Customer Engagement Suite

Cairn Housing Association has chosen Netcall's customer engagement suite to improve the way it interacts with customers. The not-for-profit Scottish organisation has intentions to enhance its service delivery by using social media analysis and engagement capabilities, for the first time ever. [ Read More ]
07/25/2014

Inflow Communications Partners with Brocade Communications and Aerohive Networks

Inflow Communications has been a provider of both strategic consultative services and the installation of ShoreTel business VoIP phone systems and HD video conferencing, with unified communications integration, since 1997. The company's unique combination of consultation and post-installation service has set the company apart from competitors in the business VoIP system and video conferencing market. [ Read More ]
07/25/2014

AT&T to Layoff 188 Workers in Illinois, Offering Transfers to Nearby Locations

A recent news report from The State-Journal Register in Springfield, Ill., says the AT&T call center in Springfield will soon close, transferring its work and workers to other Illinois locations. [ Read More ]
07/25/2014

Lowe's Opens New Customer Support Center

Lowe's, a home improvement company serving approximately 15 million customers in the United States, in collaboration with the State of Indiana and the City of Indianapolis is ready to open a Customer Support Center in Indianapolis. This new Customer Support Center will create up to 1,000 new jobs by 2016. [ Read More ]
07/24/2014

Contact Centers in Africa-Engaging Citizens and Engine for Economic Development

The recognition of the value of modern contact centers is a global phenomenon in terms of enabling governments to better engage and serve their citizens and as a driver of economic growth. This has been exemplified over the years by the enormous impact of the contact center business in places like the Philippines and India, and is of growing importance in Eastern Europe and the Middle East. And, now it can and should be Africa's turn according to Christopher Bell, Interactive Intelligence's Chan… [ Read More ]
07/24/2014

Interactive Intelligence INTERACTIONS 2014 Draws 2,200-Plus Attendees from 42 Countries

It is always a sign of company health, and typically an indicator of overall market vitality as well, when an annual gathering of customers, partners and leading industry subject matter experts by a recognized industry continues to expand. A case in point is customer experience solutions provider Interactive Intelligence's recently concluded INTERACTIONS 2014. [ Read More ]
07/24/2014

Aviva Augments Operations with New Vodafone Contract

When a vendor has been supplying a company for 17 years, that's no small feat, particularly in these days of rapid change and economic turmoil. But the association between Vodafone and Aviva has been going on that long itself, and is set to continue as Aviva, the global insurance firm, brings back Vodafone to set up a new array of communications services to keep the company on the leading edge of contact capability. [ Read More ]
07/24/2014

Poll Finds Call Centers Willing to Adopt Skype for Some Uses

A poll conducted by Call Centre Helper in the U.K. has found that contact centers might be willing to use the popular VoIP service Skype for some customer service tasks. [ Read More ]
07/24/2014

Agero Adding More Than 100 People to Florida Call Center

Agero, a company that assists people who are calling in with a need for road side assistance, has just announced that it plans on hiring more than 100 new employees over the next 12 months. The company will likely add those contact center employees to the 500 that are located at a call center in Sebring, Florida, according to the Highlands Today. [ Read More ]
07/24/2014

COLA Relies on Interactive Intelligence

One of the real benefits of next generation customer interactions solutions is their ability to fully support employees, anywhere, any time and all the time if necessary. In short, a business disruption at a physical location, even headquarters, for any length of time does not mean you are literally out of business. In fact, in an always on/all ways on connected world, having your "front line" people available to customers as well as other employees and ecosystem partners is an absolute necessit… [ Read More ]
07/24/2014

Computer Instruments Unveils 2.0 of Screen Pop Premium

Software manufacturer Computer Instruments Inc, CI, unveiled its latest version, Release 2.0 of Screen Pop Premium (SPP), a productivity tool that will improve and enhance organization and save their valuable time. [ Read More ]
07/23/2014

BenchmarkPortal Awards Center of Excellence Certification to Brother International

The Brother International customer contact center has recently earned Center of Excellence certification from BenchmarkPortal, a contact center research and consulting organization. [ Read More ]
07/23/2014

Aragon Research Names Altocloud a Hot Vendor

Altocloud, a software company, recently announced that Aragon Research, a technology-focused research and advisory firm, has named the company a Hot Vendor in Sales Enablement, in its new report: Hot Vendors in Sales Enablement, 2014. [ Read More ]
07/23/2014

Presence Technology Partners with Interactive Connect

Presence Technology, a provider of Multi-Channel Contact Center solutions that enable Contact Centers to optimize resources and improve communication process efficiencies, and Interactive Connect, LLC, a voice and data managed services and solutions provider, have announced new partnership. [ Read More ]
07/22/2014

Fonolo: Say Goodbye to Nerve-Wracking Hold Times

Anyone who has had to wait on hold knows how frustrating it can be; you either have to put up with listening to snippets of songs or music (that you'd rather not hear) or endure long periods of silence not knowing what's happening at the other end. Tech Cu, a credit union in the Silicon Valley, decided to give its call center customers a better experience by replacing nerve-wracking hold times with a call-back solution. [ Read More ]
07/22/2014

El Centro de CenturyLink Celebrates its Thirtieth Anniversary

As CenturyLink travels down memory lane and relives its thirty years of existence, it has many reasons to be proud of its achievements. Realizing how important the Hispanic market was, committed employees, with support from the company, established a bilingual call center to provide in-language customer service to the company's Spanish-speaking customer base. After this, "El Centro de CenturyLink" was born, and from then on, there was no looking back. [ Read More ]
07/21/2014

Contact Center Solutions Week in Review

It was another eclectic week in the Contact Center Solutions Community to say the least. Not only were there nice to not new capabilities offered, jobs to be had and industry recognition, but there was also a number of items on trends and a large dose of helpful advice. [ Read More ]
07/19/2014

Santo Domingo Staging Job Fair For 5,000 Call Center Job Openings

The call center business world can have its ups and downs. The pay for some call center employees isn't good enough to lure the truly talented into the field. It can also be hard to keep a job in this field because companies tend to come and go rather quickly. Bilingual or multilingual call center workers are becoming all the rage in this business world these days. In Santo Domingo, the government has just announced that there are as many as 5,000 jobs available for those who can speak, French, … [ Read More ]
07/17/2014

Trialcard's Customer Experience Center Gets Certified as a Center of Excellence by BenchmarkPortal

For the second consecutive year, TrialCard's Customer Experience Center (CxC) has earned the Center of Excellence recognition from BenchmarkPortal , a global player in the contact center industry, providing benchmarking, certification, training, consulting and industry reports. [ Read More ]
07/17/2014

Hate, Loathing, and the American Call Center

Long has it been understood that we as Americans share an intrinsic and odious perspective on the idea of fielding issue related questions with customer service lines. Recently however, a ClickSoftware study, administered by Harris Poll in May 2014, suggested that not only are we pained by generic on-hold tunes and general incompetence, but we are also losing money to them. [ Read More ]
07/16/2014

Plantronics Debuts Plantronics-As-A-Service

Plantronics has pioneered new trends in audio technology for 50 years, creating innovative products that allow people to simply communicate. [ Read More ]
07/16/2014

'Act-On' Continues its Dynamic Approach in the Automation Market

In an era, where getting ahead of other businesses and staying there, is difficult, organizations cannot afford to remain static. They need to constantly innovate, always keep pace with customer demands and expectations, doing whatever it takes to ensure a 'whole customer experience.' Act-On Software is doing just that - empowering marketers with greater flexibility and control through automation. [ Read More ]
07/16/2014

GT Software Pushes Customer Service a Couple of Notches Higher

All this talk about customer service being the 'first priority' amounts to nothing if it's not translated into action; GT Software , which helps businesses unify business information, has hence made sure it's getting its priorities straight by elevating its much touted customer service to a higher plane. [ Read More ]
07/16/2014

Findly's Swarm Enhances Social Gamification to Maximize Participation in Referral Program

In order to take steps that can transform your Employee Referral Program, Findly, the on-demand talent market leader and a Symphony Technology Group (STG) company, has added new gamification functionality to its product Swarm, an innovative employee referral solution that empowers employees and improves the quality and frequency of referral-based hires. [ Read More ]
07/16/2014

Lyris' Digital Marketing Application Enhances Customer Communications

Lyris announced a set of mini applications which will ensure optimized data integration, engagement analytics, and email sender reputation monitoring for marketers. [ Read More ]
07/16/2014

Nuance, TRUSTID Join to Offer Voice-Based Authentication Solution for Contact Centers

Identity fraud is a serious threat to businesses and consumers. Contact centers try to prevent fraud by verifying known facts about the customer such as E-mail ID, date of birth. However, in order to stop fraud, an authentication and fraud detection solution activated the moment a call is made up to when the caller speaks to the contact center agent, is required. [ Read More ]
07/15/2014

Inbound Marketing: Tips for Reaching New Business Prospects Online

When searching for new potential customers, there are generally two approaches businesses can take to increase visibility and reach new prospects. [ Read More ]
07/15/2014

Survey Finds Millennials Expect a Consistent Customer Experience Everywhere and All the Time

Wakefield, MA-based content management company SDL has released the final report of the "Five Truths for Future Marketers" series titled "Channels are Irrelevant" that features results from SDL's global survey of more than 1,800 millennials (ages 18-36). To say the least it contains a lot of food for thought, not just for retailers, but for those throughout the entire customer experience value chain. [ Read More ]
07/14/2014

Majority of Customers Have Concerns in Paying by Phone

A new study from Syntec Telecom is showing that there are some breeds of payment option that just don't work for most people, and one that's got a major problem is paying over the phone. [ Read More ]
07/14/2014

Momentum for Cloud-Based Call Centers Continues to Grow

To anyone following the cloud technology industry with even a passing interest, it should come as no surprise that cloud-based call centers are growing in popularity. Cloud technology is a multi-billion dollar industry and is transforming the way companies manage IT departments. The proliferation of vendors offering PBX systems in the cloud should be another clue of this trend to anyone paying the slightest attention. [ Read More ]
07/14/2014

Using all Available Assets for Integrated Marketing

The technology available to marketers today allows them to address their customers with multiple solutions capable of delivering continued personalized services across new channels. By delivering a start-to-finish process from the customer's point of view, marketers can create an integrated marketing campaign by merging the organization's customer-facing processes. [ Read More ]
07/14/2014

Contact Center Solutions Week in Review

The summer in the Northern Hemisphere is heating up and so was the news and insights from the Contact Center Solutions Community. [ Read More ]
07/12/2014

Marketing and Customer Service are Butting Heads

Marketing and customer service representatives are butting heads due to recent closely linked vocational functions. [ Read More ]
07/11/2014

Accenture Report Highlights How Customer Experience is Transforming B2B Selling

As frequent visitors to the Contact Center Solutions Community know, I like to recommend reports that contain insights of value for almost everyone. Such is the case of the recently released report from Accenture titled, "B2B Customer Experience: Start Playing to Win and Stop Playing Not to Lose." [ Read More ]
07/11/2014

WebRTC Phone from AudioCodes Selected by Interactive Intelligence

Interactive Intelligence recommends WebRTC Phone from AudioCodes for use with PureCloud. [ Read More ]
07/11/2014

CRMIT Opening New Customer Experience Center in Atlanta

There's been some exciting news for CRMIT Solutions and Atlanta. CRMIT Solutions, a provider of cloud-based customer experience solutions, announced on July 4 they will be opening a new Customer Experience Center in Atlanta. [ Read More ]
07/10/2014

BidPal Wins Interactive Intelligence Contact Center Customer Experience Makeover Contest

If you were not able to attend Interactive Intelligence Interactions 2014 in Indianapolis, you missed more than a bit of excitement. Not only was the annual gathering bigger and better than ever as a place to be immersed in the latest industry innovations and insights, but you also were not in attendance when BidPal, a fundraising technology company that provides mobile auctions, event management solutions, payment processing and online fundraising, was announced as the winner of Interactive Int… [ Read More ]
07/10/2014

Vocalcom to Enhance AW Rostamani Customer Service

The AW Rostamani Group, a Middle East conglomerate that manages brands across the automotive, real estate, interior design, and IT industries, has recently partnered with contact center solutions provider Vocalcom to enhance its customer service. [ Read More ]
07/10/2014

Call Centers Succeed with Enhanced Customer Service

Businesses the world over are beginning to find out customer service is the key to success. With regard to their chosen brands and those brands' respective call centers, customers are driving the demand for interactive services that include video chat, texting, email support, and a host of other capabilities that reach far beyond the traditional phone call. [ Read More ]
07/10/2014

Comings and Goings: Interactive Intelligence CMO Joe Staples to Depart Company

As those of you who are frequent visitors to the Contact Center Solutions Community are aware, it is very rare that I comment on executive movements in our community. However, with the news that community host Interactive Intelligence Group Inc.'s chief marketing officer (CMO), Joe Staples, will be departing the company July 30, 2014 to assume a senior marketing position in an unrelated industry, this is one of those rare exceptions. [ Read More ]
07/10/2014

Advanced Healthcare Associates Choose Diagnotes for Nursing Home Workers

Diagnotes has announced that Advanced Healthcare Associates will deploy its software to nursing home staff. [ Read More ]
07/09/2014

Interactive Intelligence Partners with Fintech Zimbabwe

Business communications solutions provider Interactive Intelligence announced this week that it has partnered with Fintech Zimbabwe to further establish its presence in Africa. [ Read More ]
07/09/2014

Avtex to Resell Mattersight Corporation's Predictive Behavioral Routing Solution

Mattersight Corporation, a provider of enterprise analytics, has announced Avtex, an Interactive Intelligence partner focused on designing, implementing, and supporting contact center solutions, as new channel partner. [ Read More ]
07/09/2014

New Study Finds Consumers Increasing Concern over Call Centre Fraud

Syntec Telcom, a UK-based provider of cloud contact center management solutions, has recently released a white paper which revealed that consumers are very much aware and concerned about the call center frauds happening in the market and are demanding for secure payment technology. [ Read More ]
07/09/2014

Survey: Consumers Find Satisfaction in Live Chat Customer Service

TMC has previously reported that end users like to contact businesses in different ways. The driving trend is for people to want to get in touch with call centers through methods that go beyond the traditional phone call. They seek live chat, social media, texting, email, and other services. [ Read More ]
07/09/2014

Infrastructure Consolidation - Creating Agility by Moving Away from Multi-system, Multi-site Communications Infrastructures

Lower costs and greater efficiency have long been common refrains in IT, and will continue to be. But with IT becoming more central to a business's ability to launch new products and deliver services, CIOs and IT leaders have become increasingly concerned with their infrastructure's ability to execute - and are more concerned that IT isn't fast enough to meet the goals of the business. In the growing movement to offer IT-driven products and services, consolidating multi-system, multi-site infras… [ Read More ]
07/08/2014

Verint Systems Recognized by Frost & Sullivan

Verint Systems Inc., a company that provides Actionable Intelligence solutions, was recently recognized with the "2014 Asia Pacific Best Practices Award" in the Contact Center Applications Vendor of the Year category by Frost & Sullivan. [ Read More ]
07/08/2014

Transcosmos Recognized by Frost & Sullivan

transcosmos inc., a company that provides IT outsourcing services, recently received "Japan Contact Center Outsourcing Service Provider of the Year" from Frost & Sullivan for their achievement in ICT category. [ Read More ]
07/07/2014

NACR Ovation Managed Services Portfolio Updated with New Managed Services

NACR will be adding new managed services to its NACR Ovation managed services portfolio in order to serve customer needs at all levels of contact center operation. [ Read More ]
07/07/2014

Contact Center Solutions Week in Review

Happy Fourth of July holiday to U.S. enthusiasts of the Contact Center Solutions Community, and a happy weekend to everyone else. The fact that this is a short week in the U.S. does not mean that there was a shortage of interesting developments this past week in the community. In fact, quite the contrary happens to be the case. [ Read More ]
07/05/2014

Study: UK Organizations Overlooking Customer Service and Revenue Link

A recent survey of contact center associates in the U.K. revealed that many respondents believe senior management does not place enough emphasis on customer service. Customer service specialist company KANA Software commissioned the study and surveyed members of the U.K. Contact Center Association (CCA). [ Read More ]
07/03/2014

UK Retailers Not Optimizing Omni-channel for Improving Customer Experiences

Eptica multi-channel study finds UK retailers need to improve their responsiveness and consistancy. [ Read More ]
07/03/2014

StrongView Unveils Contextual Marketing Features in its Marketing Cloud

Cloud-based contextual marketing from StrongView enhances outboand campaign effectiveness. [ Read More ]
07/03/2014

Legal & General Launches New Customer Empathy Training Program

Legal & General to train its Insurance Customer Service Division employees in customer empathy and engagement. [ Read More ]
07/03/2014

Growing Customer Demand Behind Voxware UK Office Move to London

Voxware moves its UK offices to London in response growing customer interest in cloud-based voice management solutions. [ Read More ]
07/03/2014

U.S. Patent Awarded NovoSpeech for its Quantum Search Application for Speech Recognition

NovoSpeech gets patent for essential component of the company's speech recognition technology. [ Read More ]
07/03/2014

Businesses Adapt to Social Media-based Customer Service

It is no secret that consumers wish to have the option of interacting with brands through social media. Not only do people flock to social media to keep up with the latest world and local news, follow actors, comedians, and shows, keep up with apt commentary, and keep in touch with their family and friends, they know their favorite businesses will likely have a strong presence on the likes of Facebook, Twitter, and LinkedIn. [ Read More ]
07/03/2014

Comings & Goings: Vox Welcomes Chanley Geveshausen as New Director of Contact Center Solutions

The contact center solution provider VOX Network Solutions recently welcomed a new member, Chanley Geveshausen to its family. A contact center industry veteran, Geveshausen assumed office on July 1. He has been appointed the director of contact center solutions. [ Read More ]
07/02/2014

Twilio Makes Chromebooks Enterprise-Friendly for Contact Centers

Twilio integration with Chromebooks to help contact centers be more mobile and responsive. [ Read More ]
07/02/2014

Do You Need a C-level for Customer Experience Management?

In the rapidly evolving contact center solutions sector, the "front lines" for organizations big and small globally in enhancing the customer experience (CX), it is always interesting to see what those doing executive recruiting have to say about what they are seeing. It is why an item that dates back to February of 2013 by U.K.-based executive and managerial contact center recruiters Douglas Jackson Ltd., "Is it time to hire a customer experience director or chief customer officer?" caught my a… [ Read More ]
07/02/2014

mplsystems Customer Engagement Solution- a Hit with SENSILAB

Homepathic health products company SENSILAB upgrades its customer interactions capabilities with mplsystems solution. [ Read More ]
07/01/2014

S-Connect for Cyara to Enable Automated Customer Experience Testing

S-Connect for Cyara automates contact center call testing for improved customer experiences. [ Read More ]
07/01/2014

Sound Customer Experience Management (CEM) and its Importance to Customer Loyalty

A reasoned Customer Experience Management (CEM) strategy and its execution is key to creating customer loyalty. [ Read More ]
07/01/2014

Interactive Intelligence Placed in Gartner Leaders Quadrant for Contact Center Infrastructure

There are few more coveted spots in the entire tech world than being placed in the Leaders quadrant by Gartner Group, which is where customer experience solutions provider Interactive Intelligence Group has been positioned in the 2014 Magic Quadrant for Contact Center Infrastructure report. [ Read More ]
06/30/2014

Contact Center Solutions Week in Review

There certainly will be no summer doldrums for the Contact Center Solutions Community. As the events of this past week highlight, whether it be new capabilities, expansions of facilities to better accommodate growing demand for services, or insights into industry trends, our community is hot as the season we in the northern part of the world are in. [ Read More ]
06/28/2014

PSCU to Open New Michigan Contact Center

PSCU is a St. Petersburg, Fla.-based provider of payment processing, strategic consulting, mobile applications, analytics solutions, fraud management and contact center services to over 800 U.S. credit unions, including more than 30 that are based in Michigan. Its business is growing, particularly in Michigan, and as a result, the company on July 9 will be opening a new contact center facility in Allen Park, MI. As the company notes, in addition to consolidating its Auburn Hills and Southgate, M… [ Read More ]
06/27/2014

Colorado Companies to Watch Recognizes Connect First

SaaS and cloud contact center solutions provider Connect First recognized as Colorado company to watch. [ Read More ]
06/27/2014

Omni-Channel? A Definition of Terms Please!

In looking through the massive number of potential items to cover that fill up my inbox in a virtual continuous stream, I came across something that caught my attention. It was a press release titled, "Johnston & Murphy Steps Up Omni-Channel Commerce with Demandware." Given that "omni-channel" is just a few short months replaced multi-channel as the term de jure for categorizing 360 degree customer engagement, I was intrigued. That was until it became apparent that one person's definition of omn… [ Read More ]
06/27/2014

Azzurri Announces Launch of ICON Contact

Azzurri Communications, an independent provider of managed communication services, has launched the ICON Contact, the latest in the series of new ICON Cloud and Managed Services from the company. [ Read More ]
06/26/2014

Outsourcing Forms Critical Lever for Integrated Services Model

A new study by independent outsourcing industry analyst firm, HfS Research, finds that one in four buyers are reinvesting heavily in their global shared services operations, with seven out of ten continuing to make investments in their outsourcing delivery. [ Read More ]
06/26/2014

LaSalle Capital Purchases Avtex Solutions

LaSalle Capital, a private equity firm with extensive experience in the lower middle market, has acquired Minneapolis-based Avtex Solutions, a provider of integrated customer experience technology solutions, from Marquette Companies, a part of the Pohlad Companies. [ Read More ]
06/26/2014

Verizon Props up the Healthcare Industry with Telemedicine

No one can deny it; doctor visits are time consuming, expensive, inconvenient and tiresome, more so if you have to visit them for simple health issues. Most of us rarely suffer from anything else except a cold, flu or a sore throat, which do require some sort of medical attention. Verizon, America's largest carrier, is now giving individuals a way to connect virtually with clinicians using telemedicine. [ Read More ]
06/25/2014

OnviSource Unveils its Newly Expanded OnviCenter 7 Solution

Enterprises of all size today demand optimization and automation for their customer interactions and business transactions for both their contact centers and the back offices. OnviSource, a company specializing in workforce optimization and automation solutions, is all set to offer such service and support. The company recently confirmed the availability of its expanded OnviCenter 7 solution. [ Read More ]
06/25/2014

Interactive Intelligence offers Award-winning Contact Center Software

Interactive Intelligence Group Inc., a global provider of software and services designed to improve the customer experience, has been named among Network World's Fave Raves, a list of favorite products voted on by IT professionals. Using CIC improves the way you handle your contact center though its unique customized services. Its features let users improve the way they anticipate and surpass customer expectations. [ Read More ]
06/24/2014

IBISWorld Highlight Market Risks for Helpdesk and Call Center Software

IBISWorld, a firm that specializes in industry and procurement research, provides organizations better understanding of market conditions, enabling them to make smarter and faster purchasing and business decisions. Given the restrictive nature of the helpdesk and call center software market, IBISWorld's updated report is of great significance. [ Read More ]
06/24/2014

Vee24 Democratizes the Amazon Mayday Button

Vee24 today publicly announced two new solutions that provide organizations with a way to extend their ability to engage with customers in real time. One of them, CEO James Keller says, is akin to a white label version of the Amazon Mayday button. [ Read More ]
06/24/2014

Out With the Old: Customer Focused Customer Service

A recent study of U.K. insurance customers indicates the industry has fallen behind other nations in improving customer service. In a KPMG survey of 5000 users, U.K. customers responded with a significantly lower satisfaction level regarding customer service improvements over the past twelve months. Just 16 percent of respondents report improvement, a number that falls to 13 percent of life insurance customers. Comparatively, 39 percent of customers in China reported improvements in the past twe… [ Read More ]
06/24/2014

Datapipe Receives Kudos for Superior Customer Service

Climbing to the top and being recognized as a leader is perhaps a shade easier than being honored for superior customer service. While the former requires hard work and a commitment to deliver the best products and services, delivering consistently on the customer front requires much more effort. Datapipe's efforts came to fruition when it was singled out for a Stevie Award for superior customer service-chosen from over 3000 nominees. [ Read More ]
06/23/2014

Contact Center Solutions Week in Review

The Contact Center Solutions Community was all business this week in terms of things of note, in that our usual items on industry recognition and even on advice gave way to deals, wins, etc. [ Read More ]
06/21/2014

Acqueon Technologies and Protocol Systems Win International Restaurant Contact Center

It might sound a bit out of context that an international restaurant chain would be seeking a contact center solution to better manage its business and provide superior customer experiences. After all, when dining out one would hope that I would not need to interact with a contact center agent, with the possible exception of making or canceling a reservation. [ Read More ]
06/20/2014

NexxPhase Enters into Partnership with Eventus Solutions Group

NexxPhase partner with Eventus Solutions Group to enhance customer experiences for optimized results. [ Read More ]
06/20/2014

Learn the Best Practices in Business Process Automation (BPO)

Having just concluded participation at the Gigaom Structure event in San Francisco, what became obvious from listening to all of the speakers and interviewing many of the vendors in attendance was that the proper use of technology, with an emphasis on "proper," -meaning putting the right tools in the right hands and automating business processes to enable enterprises to be more responsive faster and typically more accurately-is the way to provide enhanced customer experience and create different… [ Read More ]
06/20/2014

Panviva's SupportPoint Augments Contact Center Capabilities for Health Alliance

Health Alliance Medical Plans, a health insurer and third-party administrator, has upgraded its contact center business applications and processes to support its endeavors in launching new products and to expand into new markets. [ Read More ]
06/19/2014

New Call Rates Mean Businesses Must Up Customer Service Game

The abolition of premium rate numbers will lead to more customers directly contacting business, which is something to be welcomed, says Dave Ogden, Account Executive at Aspect Software. [ Read More ]
06/18/2014

Altivon integrates VidyoWorks platform with Customer Interaction Center (CIC) from Interactive Intelligence

Altivon, a company that designs and delivers state-of-the-art contact center solutions, recently announced that it has integrated VidyoWorks platform with the Customer Interaction Center (CIC) from Interactive Intelligence for easy to use, HD multi-party video conferencing. As a result of the integration, the customers will now be able to access features such as ACD-routed video chat, multi-participant video chats, desktop sharing, and integration with the agent's desktop. [ Read More ]
06/18/2014

Transera's New Solution to Improve Call Center Productivity

Call centers are working hard to constantly improve the quality of service offered to customers, and to enhance their own productivity. One good way to achieve both these objectives is to match the right customer service agent to every customer. While this is difficult to implement manually, it is possible to use sophisticated algorithm to find this right match. [ Read More ]
06/18/2014

Customer-Obsessed Vodafone Qatar Steals the Limelight at MECC 2014

Some make winning a habit, and Vodafone Qatar-which has won more than 20 customer service awards over the past four years-is an example. Winning consistently isn't easy, especially in a highly competitive environment, but Vodafone Qatar has shown that it's not impossible. In 2014 alone, it has received eight awards at the Insights' "Middle East Call Centre 2014" (MECC) conference and exhibition recently held in Dubai - a record by any standards. [ Read More ]
06/17/2014

Sitel to Create 200 New Positions in Omaha Customer Experience Center

Good news for job seekers in in Omaha, Neb. Sitel, a global customer care provider, has announced it will soon fill 200 new positions to support an expanding global satellite TV client. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation. The company currently has 58,000 employees helping clients with CRM contact center services. Also, the company's support operations span from home based agents to 110+ domestic, near shore and offshore centers in 23 coun… [ Read More ]
06/17/2014

SandSIV Updates its Customer Experience Management (CXM) Framework

Using a well-defined framework for the implementation of Customer Experience Management can help companies intelligently listen to its customer's needs and requirements.In response to such needs, SandSIV, a Swiss based expert in the field of Customer Experience Management (CXM), had previously rolled out framework for implementing CXM successfully and just recently the company has updated this CXM Framework to keep pace with their customer's needs. [ Read More ]
06/17/2014

Hybrid Cloud Deployments is the Major Factor for UCaaS Growth, says Synergy Research

According to the New Q1 data from Synergy Research Group, hybrid deployments are making way for UCaaS growth. Though the hybrid cloud has scaled up to 14 percent of total UCaaS subscribers as of the end of the first quarter of 2014, the report from the Synergy Research indicates that the hybrid deployments increased 46 percent over the past year. [ Read More ]
06/17/2014

Comings and Goings: HEC Montreal to get new Chair in Service Marketing and Customer Experience

Today's consumer has different options when it comes to engaging their favorite brand. Using just one device-a smart phone-customers can use voice, text and video to complain, or compliment the organization for a job well done. This technology offers many opportunities for interaction. This interaction can then be mined for valuable information using data analysis to provide proactive customer service. It is therefore essential to have members in the organization understand the full potential of… [ Read More ]
06/17/2014

Contact Center Solutions Week in Review

Once again the diversity of the Contact Center Solutions Community was on full display this week with insights about what is and is not working regarding investments in improving the customer experience, some interesting news in the important area of business process automation which also helps improve the customer experience, and the global reach of the community was also featured. [ Read More ]
06/14/2014

B2B Organizations are Wasting a lot of Customer Experience Improvement Effort

New study from Accenture says most B2B organizations not getting full value from customer experience investments. [ Read More ]
06/13/2014

Bolt Solutions Teams with DocuSign to Enhance Customer Insurance Transaction Experience

Bolt and DocuSign join forces to enhance insurance transaction experiences and improve operational excellence. [ Read More ]
06/13/2014

Customer Direct Creates 60 Jobs

Customer Direct, a company offering a wide variety of outsourced contact center services including several unique solutions for hospitality, publishing and internet retailing, has announced that it will soon hire close to sixty new agents at its Chesterfield and Arnold, MO. facilities. [ Read More ]
06/12/2014

Mastering the Art of Complaint Handling with Business Process Automation

For this reason, it's critical that companies have robust complaint resolution practices in place. It's simply too risky to leave an agent to handle complaints haphazardly. Best practices need to be followed, and agents need to convey warmth and understanding. Resolutions need to be made and promises kept to the customer in a speedy way. And all this action needs to be checked, recorded and monitored. [ Read More ]
06/12/2014

3CLogic Integrates Contact Center Solution with Zendesk Customer Service Platform

3CLogic integration with Zendesk expands ability to enhance customer experiences. [ Read More ]
06/11/2014

AMC Contact Canvas Achieves Oracle Validated Integration

AMC Technology achieved Oracle Validated Integration of AMC Contact Canvas 6.0 with Oracle Service Cloud [ Read More ]
06/11/2014

Eureka Express Mining - a Gigantic Stride in Speech Analytics?

CallMiner, known for its speech analytics solutions, has taken a big step forward with the introduction of a high-performance analytics service for enterprises - Eureka Express Mining- that extracts post-call insights almost immediately after a phone call. It can reportedly return complex categorization,scoring results faster than any other speech analytics system currently on the market. [ Read More ]
06/11/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!