Contact Center Solutions Featured Articles

Contact Centers Embracing Asterisk

The VoIP PBX Asterisk has long been touted, along with Linux, as one of the open source movement's biggest success stories, but how does the open source PBX fare under real-world contact center use? Very well, according to a guest post on Asterisk developer Digium's blog by Loway founder Lorenzo Emilitri. [ Read More ]
04/16/2014

OTRS Improves its Customer Support Software with New Features

OTRS Group has announced that it enhanced customer support software by adding new OTRS Feature Add-On "Ticket Allocation" feature to it. This is good news for service organizations and call centers that want to assign tickets automatically to its staff members. [ Read More ]
04/15/2014

Revana Wins Three Stevie Awards

Revana, the growth services division of TeleTech Holdings, Inc., recently announced that it was recognized with Sales Outsourcing Provider of the Year award, in the 9th Annual Stevie Awards for Sales & Customer Service. The company has won the Sales Outsourcing Provider of the Year award for third consecutive year. Apart from the Gold Stevie Award, Revana also won Silver awards both in the Online Sales and Telesales categories for its partnership with Google and another global client. [ Read More ]
04/15/2014

Amazon.com Employs Reverse Psychology with 'Pay to Quit' HR Practice

It's a practice that has business owners shaking their heads - companies offering bonuses for employees to quit their jobs. But that's exactly what Amazon.com has started doing with its employees. Each year the retail e-commerce giant plans to offer its fulfillment-center employees a $2,000 bonus if they decide to quit. It increases $1,000 each year until it caps at $5,000. [ Read More ]
04/15/2014

Securus Hiring to Improve Customer Service

Securus Technologies, Inc., a provider of inmate communications services, investigative technologies, corrections/law enforcement/ emergency information technology services, and active global positioning systems (GPS) based offender monitoring devices, recently announced its plans to hire more people in its Dallas Call Center to further improve their customer service. [ Read More ]
04/14/2014

Aegis Announces New Hiring Round for Kansas Call Center

Aegis Communications group has been having a very good 12 months. The company recently announced that it wants to grow the number of employees at its Joplin, Kansas call center. The company says it will start hiring new workers immediately and is looking to add as many as 150 full-time jobs in the next few months. [ Read More ]
04/14/2014

Excelling at Mobile Customer Service in the Middle East

The rapid advance of smartphones and the development of mobile apps have given consumers newfound freedom and convenience. The Mideast is expected to account for the second-largest mobile phone population of any region in the world. [ Read More ]
04/14/2014

Contact Center Solutions Week in Review

You may recognize a trend in some of the news in the Contact Center Solutions Community this week. In fact, here is a spoiler alert. Talent, both agent and supervisor, and how to keep your people up to speed on best practices in terms of being trained and managed has moved to the community forefront. [ Read More ]
04/12/2014

Sugar CRM and Marketo Partner on CRM and Marketing Automation Solution

Sugar CRM and Marketo join forces on integrated lead-to-cash marketing automation solution. [ Read More ]
04/11/2014

Mylo and SocialWorld Introduce New Integrated Training Solution

Mylo Solutions, a provider of the Cloud/SaaS-based MyloTEAM solution for the Enterprise Training and Learning, has entered into a strategic partnership with Global Social that will integrate the SocialWorld platform to provide customers with an integrated Private Social Business solution. [ Read More ]
04/11/2014

BenchmarkPortal Announces Call Center Management Certification Training and Tour at E-ZPass

BenchmarkPortal has distinguished itself in the critical area of training contact center managers. After all, it is not just agent training that enables contact centers to provide superior customer interactions, in many ways it all starts with having quality managers. To help companies have skilled contact center managers, and hence be able to create competitive advantage in the marketplace, BenchmarkPortal offers a variety of personal certification courses that will build on best practice skill… [ Read More ]
04/11/2014

Convergent Outsourcing using Touchpoint One Finalists in ICMI's Best Use of Technology Category

ICMI releases finalist names for its 2014 Global Contact Center Awards including Best Use of Technology category. [ Read More ]
04/11/2014

Connect First Safe Recognized with the 2014 PACE Technovation Award

Cloud-based contact center solutions provider's Connect First Safe receives 2014 PACE Technovation Award. [ Read More ]
04/11/2014

CallRed - When Getting In Touch with Customer Service is a Challenge

Start-up CallRed looks to be intermediary that expedites issues when you need fast customer service. [ Read More ]
04/11/2014

Saba Releases Saba Cloud Spring 2014 Talent Management Solution

Saba's cloud-based talent management solution includes 60 new enhancements. [ Read More ]
04/11/2014

New Governmental Contact Center Opens In Abu Dhabi

The Abu Dhabi Systems and Information Center (ADSIC) has established a new governmental contact center in Abu Dhabi. [ Read More ]
04/11/2014

Interactive Intelligence Looks to Australia for Growth in 2014

Interactive Intelligence sees growth opportunities in Australia and New Zealand as CaaS takes off. [ Read More ]
04/11/2014

Telinta and Lexifone Partner to Offer Automatic In-Call Translation Services

Telinta and Lexifone partnership to allow VoIP service providers to offer innovative translation service. [ Read More ]
04/11/2014

CGS Report: The Battle for Agent Supremacy -In-house Vs Out-house

The debate is not new, as to whether in-house agents are better than their out-house compatriots with the at-home evangelists advocating the in-house model. While it cannot be denied that at-home agents are faster and cheaper and in many cases better , the question begs as to whether the out-house model is really the best one for the client, agent or customer at the other end of the line. [ Read More ]
04/10/2014

New Governmental Contact Center Opens In Abu Dhabi

The Abu Dhabi Executive council has allowed the Abu Dhabi Systems and Information Center (ADSIC) to establish a new governmental contact center that will be used as a main point of contact and provider to the facility. [ Read More ]
04/10/2014

Connexio Labs Now a Member of Twilio Partner Program

Connexio Labs will be building Connexio Talk on Twilio's communications API platform. [ Read More ]
04/09/2014

Heavy Accents Lead to Call Center Job Loss in India

When a customer calls a call center, more likely than not it is to resolve an issue with a product or service the company is offering. Generally this is a time in which the consumer is frustrated and would like to resolve the problem in the most efficient way possible. If he or she is not able to fully understand what the call center agent is saying because of a heavy accent, that level of frustration will likely increase, resulting in a negative experience which can cost the company a valuable … [ Read More ]
04/08/2014

3C Contact Services Provides Contact Center Solutions for Zero to Hero Fitness

Canadian outsourcer3C Contact Services helps Zero to Hero Fitness personalize the customer interaction experience. [ Read More ]
04/08/2014

Contact Center Solutions Week in Review

There was the usual virtual overflow of interesting developments in the Contact Center Solutions Community this past week on many fronts. [ Read More ]
04/05/2014

Speak to Me Apple!

While not exactly breaking news, and you need to do a bit of connecting the dots, there are two interesting items concerning Apple and voice recognition that members of the contact center solutions community should be aware of. [ Read More ]
04/04/2014

The Telephone Consumer Protection Act (TCPA) Makes it Challenging to Comply and Collect

For anyone with accounts receivable management (ARM) responsibilities, you are more than painfully aware of just how difficult the job of collections has become. [ Read More ]
04/04/2014

Wheelings & Dealings: USstoragesearch.com's Call Center Customers to Be Served by OpenTech Alliance

OpenTech Alliance is a Phoenix-based company providing self-serve kiosks, call-center services and other technology for the self-storage industry. US Storage Search Inc. is the owner of various self-storage websites including USstoragesearch.com. [ Read More ]
04/04/2014

Cars.com Recognized by BenchmarkPortal

Cars.com recently announced that its Customer Care Team has been certified as a Center of Excellence by BenchmarkPortal, a contact center research and consulting organization. BenchmarkPortal said that Cars.com successfully underwent through rigorous benchmarking process and stood tall on parameters such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources. [ Read More ]
04/03/2014

Outsourced Call Center Agents to Reach 160,000 by 2017

In the near future, when someone calls into a call center to set up a flight or book a room or even lodge a complaint, it's entirely possible that that call could go into someone's home as opposed to a large room full of call center agents. A new study from Ovum suggests that the number of outsourced call center agents, working from home, is likely to exceed 100,000 soon, and by 2017, will increase still further to 160,000. [ Read More ]
04/03/2014

SimpleSignal Unveils Fully Responsive Web App

Hosted PBX calling solutions provide various benefits like low up-front capital requirements, savings on monthly expenses, state of the art calling features, open standards and scalability. No wonder a large number of organizations across the world are keen to explore various advantages Hosted PBX offers. [ Read More ]
04/03/2014

Interactive Intelligence Foundation Names 2014 Grant Recipients

One of the best developments of the past several years has been the number of companies that not only believe in what has become known as "Corporate Responsibility," but have invested the time of their executives and employees, money and a host of other resources into being not just good but outstanding citizens. In fact, in many businesses "giving back" has become part of their DNA. [ Read More ]
04/02/2014

FMSI Unveils Branch Staff Efficiency Calculator

New FMSI tool helps financial institutions better manage their workforces. [ Read More ]
04/02/2014

BrightBox Solutions Adds Licensing Model to its Help Desk Premier Software

BrightBox Solutions, a customer support solutions provider, recently announced the launch and availability of a hybrid solution combining its flag-ship product Help Desk Premier software and the option to license the software on an ongoing basis. A new and unique pay-as-you-go pricing model combines the two separate service offerings and provides a license for a customized help desk software product that caters to the customers' needs and price range. The solutions can be purchased separately. [ Read More ]
04/02/2014

Qualfon to Inaugurate New Contact Center in Harlingen, Texas

Qualfon, a global business process outsourcing (BPO) provider, has announced its intention to inauguarate a new contact center in Harlingen, Texas, which would make way for the company to create new job opportunities in the second half of 2014. [ Read More ]
04/02/2014

Polaris Library Systems Unveils Live Chat Support Service

Customer service is the backbone for any company in these days of feeble brand loyalties. After the sales are made, companies will have to keep the customers happy with good customer service. Thankfully, technology often comes to the rescue of organizations that wish to go that extra mile in serving their customers. [ Read More ]
04/01/2014

How the Cloud Can Shrink the Global Enterprise

How do you manage a globally distributed workforce? In the age of access to cloud-based services, you leverage managed networking and cloud services. Decision Toolbox needed just this level of support and turned to Masergy Communications to get it done. [ Read More ]
04/01/2014

Your Customers are On Hold - What Do You Want to Tell Them?

What happens when a customer calls your location and there is no live person available to answer the phone? Does the call go to a general mailbox? Do you send it to a holding queue or do you invite callers to participate in a self-service channel driven by your customized Interactive Voice Response (IVR)? [ Read More ]
03/31/2014

IVR Messages Find Use Outside the Call Center

The ultimate aim of cancer screening is to reduce the number of people who lose their battles to it, as well as to lower the number of people who develop the disease. The current study published online in the U.S. Centers for Disease Control and Prevention's Preventing Chronic Disease, explores how Latinas perceive cancer screening and how they react to interactive voice response (IVR) messages for scheduling screenings. [ Read More ]
03/31/2014

Indianapolis Colts Quarterback Andrew Luck to Participate at Interactive Intelligence INTERACTIONS 2014 Event

If you have been sitting on the fence as to whether to attend the Interactive Intelligence INTERACTIONS 2014 event, to be held in Indianapolis June 2-5, 2014, this should tip you in the direction of making your reservations today. Interactive Intelligence has added Indianapolis Colts quarterback Andrew Luck to its global customer and partner event, joining an already illustrious group of featured participants that includes adventurer and author Aaron Ralston, and social media expert Jay Baer. [ Read More ]
03/31/2014

New Patented SaaS Sales Acceleration Technology Helps with Flexible Pricing

With a new patent at its disposal, ConnectAndSell, a company specializing in cloud-based sales acceleration technology, hopes to make it big in this quickly expanding but competitive space. [ Read More ]
03/31/2014

Contact Center Solutions Week in Review

The Contact Center Solutions Community this week has its usual varied mix of recognition, new products and services, customer implementations and even some items that we like to call "Wheelings & Dealings." [ Read More ]
03/29/2014

Alteva Wins Bronze Stevie Award

Alteva, a provider of hosted Unified Communications as a Service (UCaaS), recently announced that it has been recognized with a Bronze Stevie(R) Award for Customer Service Department of the Year in the Telecommunications category at the eighth annual Stevie Awards for Sales & Customer Service. [ Read More ]
03/27/2014

Call Centers Being Used in South Africa to Combat Gender-based Violence

In South Africa, a new campaign is being implemented in the hopes of supporting the victims of gender-based crimes. Among the initiatives being offered in a new 24/7 call center. [ Read More ]
03/27/2014

NewVoiceMedia Expands with Two New North American Cloud Nodes

NewVoiceMedia, a provider of cloud based contact center and voice solutions, has been offering its solutions to small businesses with only a few people taking calls to large corporations and multi-site contact centers with hundreds of agents. [ Read More ]
03/26/2014

eGain's Cloud-based Platform Empowers US-based Insurance and Financial Services Group to Improve Customer Engagement

A Sunnyvale, CA provider of cloud-based customer engagement solutions, eGain, has helped US-based insurance and financial services group to transform digital customer experiences through its cloud-based customer engagement platform. The name of the company has not been revealed. [ Read More ]
03/26/2014

Interactive Intelligence 'Platinum Sponsor' at Dubai Expo

Global software and service provider Interactive Intelligence announced this week that it has signed up to be a "Platinum Sponsor" of the Gartner Symposium/ITxpo this year. The event will take place from April 1-3 and will host a number of enterprises and business professionals who will meet to learn about the newest mobile and cloud technologies from their peers. [ Read More ]
03/26/2014

Wheelings & Dealings: SAP Brings Fieldglass' Vendor Management System on Board

Workforce management software, while heavily used by the contact center, is far from exclusive to it. Each industry tends to have its own variant of workforce management solutions that suit its specific needs: companies that tend to use unionized labor need solutions that account for union regulations, and industrial workforce management may have to take into consideration limits on exposure to noise or chemicals, for example. [ Read More ]
03/26/2014

CCNG Announces Three Contact Center and Customer Experience Management Events in May

CCNG International, a member of Professional Peer Network (PPN) for Contact Center and Customer Service Executives, is delighted to announce the May event schedule for the 2014 Improving the Customer Experience event series. [ Read More ]
03/26/2014

Middleware Technologies: Bringing Innovation to the Middle East Retail Industry

?Fierce competition in today's marketplace is pressuring retailers in the Middle East to scrutinize their business operations for areas where they can improve the customer experience. Not only are retailers fighting for customers, but they also face the challenge of delighting and keeping those customers. Doing this requires a deep understanding of customers and potential customers - who they are, what they need and want, where they are, when and where they need your goods, etc. The retailer who… [ Read More ]
03/26/2014

The Interactive Intelligence Customer Experience Makeover Contest: Have You Entered?

It was just a few weeks ago that customer experience solutions provider Interactive Intelligence added more luster to its reputation as an industry innovator with the announcement of its first-of-its-kind "Customer Experience Makeover" contest. [ Read More ]
03/26/2014

Aspect Software, LiveVox Enter into Strategic Alliance

Aspect Software, a provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions, has announced strategic alliance with LiveVox, a provider of cloud contact center solutions for business process outsourcers. [ Read More ]
03/25/2014

Wheelings & Dealings: Golden Gate Capital Acquires Majority Stake in LiveVox

Golden Gate Capital, an investment firm with extensive experience in the technology and software sectors, has acquired a majority stake in LiveVox, Inc. [ Read More ]
03/25/2014

New Customer Service Study Finds Personal Touch of Voice Still Matters Most

As countless studies have confirmed, improving the customer experience is a top priority of C-levels globally. In fact, the fastest growing C-level positions for the last few years have been ones that are variations on "Chief Customer Experience Officer" (CCEO). [ Read More ]
03/25/2014

Avaya Unveils New and Improved Customer Experience Management Solutions

Using the new and enhanced Customer Experience Management solutions from Avaya, one can hope to remove fragmented, high-effort service that hinders customer loyalty and revenue growth. [ Read More ]
03/25/2014

Simplify360 Toes the Social Line to Enhance Customer Service

The power of social media is growing so fast that it has become almost synonymous with customer service, multichannelism is becoming the order of the day, and companies would do well to get on board properly equipped, like Simplify360 has been doing, or else miss the bus. [ Read More ]
03/25/2014

Xerox Turns Feedback for Call Center Agents into a Game

The daily grind for call center workers can be tedious, and sitting in a cubicle for hours on end can be isolating. It is of utmost importance for call center managers to give feedback to their employees, letting them know how well they are doing, and what needs to be done to be done better, in order for employees to feel a sense of accomplishment. The way feedback is delivered can have a major impact on employee efficiency and the operations of a call center. [ Read More ]
03/24/2014

Political Group in Florida Expands Operations with a New Call Center

A small political action committee (PAC) that was founded in 2007 seems to be going through a healthy amount of growth. Association of Mature American Citizens (AMAC), a PAC dedicated to the interests of politically conservative seniors, has announced that it plans on expanding its call center operations in the city of Leesburg, Fla. [ Read More ]
03/24/2014

The Fine Art and Science of Outbound Customer Engagement

Aspect Software provides new tools for enhance outbound marketing interactions. [ Read More ]
03/24/2014

Contact Center Solutions Week in Review

There is little doubt that recognition is important. This week in the Contact Center solutions there was significant news for community sponsor Interactive Intelligence who was ranked by none other than Mashable as the second best tech company to work for beating out the likes of Google, Facebook and Apple. This is a high honor indeed. [ Read More ]
03/22/2014

Penn Foster Makes It to Finals for ICMI's Global Contact Center Awards

Education provider Penn Foster is finalist for pretigious ICMI contact center award for best use of emerging channel. [ Read More ]
03/21/2014

Journal Communications Picks RunMyJobs Business Automation Solution from Redwood

Journal Communications, a media company, has deployed Redwood's RunMyJobs cloud-based process automation platform to enhance process efficiency, speed, and focus across the company. [ Read More ]
03/19/2014

Cloud-based Customer Interaction Manager Enhances Marketing Campaigns

Teradata eCircle, the European digital marketing unit of Teradata, has unveiled a new cloud-based version of Customer Interaction Manager, its campaign management solution that can enable data-driven marketing strategies. [ Read More ]
03/19/2014

Interactive Intelligence Ranks High on Mashable 'Best Tech Companies to Work For' List

It is always great to receive recognition in the tech world whether it is as a leading innovator, market leader, or for leading the pack for things like customer satisfaction. While these are important, it is hard to underestimate the value of having an independent, prestigious firm acknowledge that your company is a great place to work. [ Read More ]
03/19/2014

Phonamations Shows How to Make On-hold Time More Valuable

On-hold messages and other phone voice content are among the important ways to build trust in your business, as well as encourage more sales. One company, Phonamations from Lakewood, N.J., is on the cutting edge of the growing field. [ Read More ]
03/19/2014

Interactive Intelligence's Global Alliance Program Offers New Power in Customer Service

Interactive Intelligence is already a name to know when it comes to making the customer experience better, and now the company is about to augment that position even more by introducing its new Global Alliance Program. With this program in place, partners will get access to a wide array of new tools designed to help users better develop complete solutions for improving customer experience. [ Read More ]
03/19/2014

Veeva Systems Introduces Veeva CRM Engage

Veeva Systems has announced the launch of a cloud-based application called Veeva CRM Engage. [ Read More ]
03/18/2014

Intersec Honored with Frost & Sullivan Customer Value Leadership Award

With its specialization in next-generation software and telecom technology, Intersec designs solutions that enable mobile operators to capture and monetize their network value through big data collection for innovative service creation. [ Read More ]
03/18/2014

TeleTech Secures Position in Gartner's Magic Quadrant for Fourth Consecutive Time

TeleTech Holdings Inc announced that it has once again been placed in the leadership position in Gartner's Magic Quadrant report. This is the fourth consecutive time that TeleTech has been featured in the Leader's quadrant for Customer Management (CM) Contact Center Business Process Outsourcing (BPO). [ Read More ]
03/18/2014

Twilio Improves Call Quality Delivered via Cloud

The software and cloud-based communications platform Twilio is improving voice call quality delivered via the cloud with the introduction of new features in its enterprise-grade voice offerings. [ Read More ]
03/18/2014

The Affordable Care Act: Top 5 Contact Center Initiatives Not to Be Ignored

The Affordable Care Act has already brought millions of new customers to the healthcare market. And under the new law's guidelines, it looks to bring millions more - making the consumer environment for healthcare and insurance more competitive than it's ever been. [ Read More ]
03/18/2014

Fourth E-health Center Opens in India's Andhra Pradesh Region

Electronics manufacturer HP has teamed up with India healthcare provider Mediciti and research group Council of Scientific and Industrial Research to open the fourth cloud-based e-health center in the Andhra Pradesh region of India. According to news released by Enterprise Innovation, the new center will open in the city of Alaibad and joins three other similar operations in Chausala, Myinapur, and Jamshedpur in the regions of Haryana, Uttar Pradesh, and Jharkhand, respectively. The newest cente… [ Read More ]
03/17/2014

Innotrac Releases SmartHub Cyber Monday Study

Digital commerce technology provider Innotrac announced last week that it has released its annual SmartHub Cyber Monday study for 2013. The report focuses on a number of businesses and tracks their actions in key performance areas related to last year's online holiday. Innotrac evaluates over 230 online merchants and focuses on data points that include shipping times, special promotions, and customer service. [ Read More ]
03/17/2014

Frost & Sullivan: Mexico, Central America, and the Caribbean Contact Center Outsourcing Services Market

In its latest report, Frost & Sullivan, a research company, has presented analysis on Mexico, Central America, and the Caribbean Contact Center Outsourcing Services Market. [ Read More ]
03/17/2014

Alteva's Unified CaaS Solution Helps Erase Geographic Limitations in Business Collaboration

At the recent ITEXPO event held in Miami in February, TMC's Erik Linask took a moment to sit down with unified communications solutions provider Alteva's Bill Birnie, who is the company's executive vice president and chief marketing officer, and Mike Timar, VP of product management. Alteva provides a hosted unified-communications-as-a-service (UCaaS) product that offers companies a comprehensive voice, video and collaboration service for the office and mobile workforce. [ Read More ]
03/17/2014

Contact Center Solutions Week in Review

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. [ Read More ]
03/15/2014

Frost & Sullivan Awards Avaya with 2013 North American Omni-channel Customer Engagement Company of the Year

The available technology today allows consumers to interact not only with their friends and families, but also the companies they buy products and services from. Business managers that are not able to recognize the importance of providing a holistic, personalized, and proactive customer experience will likely see loss of customers, missed sales opportunities, low revenue and reduced loyalty. Understanding customers and the experience an organization provides them is a critical component for comp… [ Read More ]
03/14/2014

FICO Global Survey Points to Customers Wanting More Digital Engagement

FICO, one of the world's top analytic software companies, has recently conducted a global survey regarding consumer demands for insurance companies. This survey revealed that many consumers are looking for change in the models that insurance companies engage their customers. [ Read More ]
03/14/2014

IBM Study Shows CIOs Task to Improve Customer Experience is a Top Job

It has been a not so well-kept secret for the past few years that the job of Chief Information Officer (CIO) is in the midst of major transformation as a result of all of the trends we all know an appreciate-mobility, virtualization, cloud, BYOD, Big Data and all things related to enhanced security. [ Read More ]
03/14/2014

Seal Software Announces Availability of New Contract Analytics Solution

Seal Software, a provider of solutions to maximize revenue opportunities and reduce expenses and costs associated with contractual issues, unveiled the latest version of the Contract Analytics platform designed specifically for users who demand greater visibility and control over their contracts throughout the enterprise. [ Read More ]
03/13/2014

Wheelings & Dealings: Gartner Announces Acquisition of Software Advice

Gartner, Inc., a provider of research and analysis of the global information technology industry, has acquired Software Advice, Inc., a privately-held company. [ Read More ]
03/13/2014

True Office Wins GRC Technology Innovation Award

True Office, a company which claims to pioneer gamified training software and analytics, recently won a 2014 GRC Technology Innovation Award by independent GRC analyst firm, GRC 20/20. [ Read More ]
03/13/2014

IntelliResponse Wins Silver Stevie Award

IntelliResponse, a provider of virtual agent technology solutions for the enterprise, recently announced that it has been recognized with a Silver StevieĀ® Award in the Sales & Customer Service category. [ Read More ]
03/13/2014

Aspect Mentor Leverages Real-time Speech Detection for More Intelligent Contact Centers

Companies are getting a whole lot smarter about how to leverage all kinds of data to better understand their customers and the factors that affect their businesses, which allows them to act on that information. One of the applications on this front involves employing speech analytics that provide contact center managers with real-time information on calls so they can do things like improve first call resolution and know when to step in to help agents during calls. [ Read More ]
03/13/2014

Propertyware Launches New Call Center Software

The call center software focuses on single-family property managers who are in charge of managing prospect leasing calls through relationship nurturing and scheduling showings during and after business hours. [ Read More ]
03/13/2014

Samsung Telecommunications America Unveils Contact Center, Call Management Solutions

Samsung may be best known for its popular mobile devices, like the upcoming Galaxy S5 flagship smartphone, but the company is involved in a lot more than portable computing. For example, Samsung Telecommunications America (STA) is a Dallas-based Samsung subsidiary that's involved in wireless infrastructure and telecommunications products. [ Read More ]
03/12/2014

Next Upgrades Its Call Centers, Improves Multi-channel Customer Service

Next, a clothing and homeware retailer based in the United Kingdom, has chosen to upgrade its contact centers by refitting them with Interactive Intelligence solutions. [ Read More ]
03/12/2014

SwitchRay's VoIP Platform v1.8 Provides Hunt and Call Barge-in Functionalities

SwitchRay, a provider of telecommunications software, unveiled the newest version of its SR-S5000 VoIP service platform v1.8 that will offer enhanced call center functionality and Hunt Group services in addition to its other features. [ Read More ]
03/11/2014

InfoCision: Profitable Contact Center Services on U.S. Soil

There are very few universal truths in the contact center business, except maybe to "expect the unexpected." Different industries have different customer support quirks, and while most contact centers state that their top goal is to provide customers with an excellent customer support experience, the methods of reaching that goal will be different. [ Read More ]
03/11/2014

Interactive Intelligence Launches Contest to Help Businesses Improve Service Experience

To help contact centers improve the service experience to their customers, Interactive Intelligence Group Inc., a global provider of customer experience software and services, is launching a Customer Experience Makeover: Contact Center Style contest. [ Read More ]
03/11/2014

TE2 Lands $3.5M in Funding for Experience-as-a-Service

It's a company known as the Experience Engine, but it's already poised to join the growing ranks of companies offering a particular function as a service, rather than as an extension of operations taking place on a company's grounds. TE2, the Experience Engine, is not only to make that experience-as-a-service (XaaS) more available to potential users, but it's also raised a pretty fair piece of cash in the furthering of said goal: $3.5 million in its initial funding round. [ Read More ]
03/10/2014

Contact Center Solutions Week in Review

This week in the Contact Center Solutions Community as always was a busy one on numerous fronts. First and foremost is the redesign of the community home page. New look and feel was created for easier viewing and navigation to the content you are interested in. We hope that not only do you find it a place you want to visit often (hopefully have bookmarked), but also that you use it to spend even more time with the wealth of information accessible from it. [ Read More ]
03/08/2014

Interactive Intelligence Channel Director Named a CRN 2014 Channel Chief

Miller, who joined Interactive Intelligence in 2011, is responsible for North American partner recruitment and enablement. Prior to coming to Interactive Intelligence, Miller was the worldwide director of channel sales at Sensory Technologies. Miller has a total of 13 years' experience in the IT channel industry. [ Read More ]
03/07/2014

Teleperformance named Leader in Gartner's Magic Quadrant

For fourth year in a row Teleperformance is recognized as a customer care leader in Gartner's Magic Quadrant. [ Read More ]
03/07/2014

Nemertes Finds Interactive Intelligence and Avaya on Top for Affordable IP Contact Center Solutions

Many contact centers today have reached a critical point. Their infrastructure hasn't been replaced in years, and their window of opportunity is shrinking. They know they need to be providing better quality customer service, and they know they can't do it without ripping and replacing some or all elements of their current platforms. These companies often feel overwhelmed by the amount of choices in the contact center marketplace. [ Read More ]
03/07/2014

Interactive Intelligence Launches Customer Experience Makeover Contest

There is little doubt about the popularity of "makeover" televisions shows. The biggest has been the ratings hit for ABC Extreme Makeover Home Edition (which has over 1.5 million likes on Facebook), but if you look at the channel guide here in the U.S., the number of similar shows on cable is huge. [ Read More ]
03/06/2014

Interactive Intelligence Unveils INTERACTIONS 2014 Agenda

This year's INTERACTIONS 2014 event, which will be held June 2-5 at the JW Marriott, has published its agenda, and it certainly commands attention. [ Read More ]
03/06/2014

Noosh launches Project and Procurement Platform for SMB Sized Service Providers

Noosh makes project and procurement management easier for SMB service providers. [ Read More ]
03/06/2014

Bright Pattern and thinkingVoice Deploy CallActivator for Improved Lead Management

Bright Pattern and thinkingVoice team to enhance contact center lead management. [ Read More ]
03/06/2014

CIM Provider Servion Bringing Verint's Actionable Intelligence Solutions to Indian Market

As part of a strategic agreement, Customer Interaction Management (CIM) solutions vendor, Servion Global Solutions Limited, will be selling Verint's enterprise solutions offering to the Indian market. [ Read More ]
03/05/2014

Now a TCPA Compliant Solution to Validate Leads

The Telephone Consumer Protection Act (TCPA) has banned making calls or sending texts to cellular telephones using any automated system, without the consent of the called party. This has thrown a spanner in the works for marketers and advertisers, who work with call centers to monetize customer enquiries. Bright Pattern and thinkingVOICE, working together, have come to their rescue. [ Read More ]
03/05/2014
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