Thanks to the Thanksgiving holiday in the U.S. this week’s review includes a few items from last week including several related to online shopping traffic which should be more than of passing interest as contact centers get ready for more X-mas and Hanukah related interactions.
In fact, those shopping stats and some advice are a good place to start. They included:
This past week also saw the continuation of a 2014 trend that is likely to pick up steam in 2015 in regards to a broad spectrum of players with an interesting mix for helping customers move contact center and UC functionality to the cloud. Items that caught our attention included:
There were comings and goings this week, wheelings and dealings and industry recognition that also made news. On the deals side of things, Thinking Phone Networks which has an interesting approach to omni-channel and unified communications landed a significant infusion of money with the successful closing of a Series D round. Major insurance company Allianz Life promoted Erin Krawiecki to AVP Customer Contact Center and Fulfillment, Enterprise Operations. And, from the “Land Down Under”, customer experience consultancy Fifth Quadrant in conjunction with and Flamingo, an Australian customer journey and analytics software company in partnership with Oracle and CMO Magazine, published its list of the first winners of Australia’s best customer experience companies.
It is difficult to categorize the rest of the week’s news but all of it because of the subject covered are more than worth a read. Items of note are:
And the final items is of interest because it highlights the importance of customer interactions for government in general and law enforcement in particular as a new report from Accenture showed how digital can help police can better serve their citizens using technology.
Weekend Reading
If you are taking a break this weekend from your holiday preparations why not take a break and catch up on your areas of community interest? The community home page is here as your navigation tool for linking to constantly up-dated industry news, eBooks, whitepapers, videos, insights and interesting demos.
Plus, visit our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology —which contain news and insights on specific areas of interest.
And, as a gentle reminder in case you were unable to participate, the archived version of the webinar, How Moving Your Contact Center to the Cloud Eliminates Risk: A New Way of Evaluating Cloud TCO, and the webinar Creating Effortless Customer Engagement, are both available for downloading.