Contact Center Solutions Featured Articles

Contact Center Solutions Week in Review: Interactive Intelligence, Avaya and WebRTC

The Contact Center Solutions Community this week had a case of the pre-holiday need to spend a little time going shopping, literally and figuratively. However, the pre-holiday season by no means meant a lack of some seriously interesting news from the industry. [ Read More ]
12/20/2014

Interactive Intelligence Celebrates 20th Anniversary

For most of the members of the Contact Center Solutions Community, it might be hard to remember a time when our community host Interactive Intelligence was not a significant player in the industry. However, as someone who has been around a bit longer, it seems like only yesterday that I started becoming intrigued with the activities of this company, which chose as its headquarters the unlikely location of Indianapolis, IN. [ Read More ]
12/19/2014

Spoken Communications to Power Avaya Hybrid Cloud Solution for Contact Centers

Avaya adds hybrid option for contact center transformation powered by Spoken Communications. [ Read More ]
12/19/2014

WebRTC Support on SIP PBX Highlights use for Omnichannel Interactions

2015 is going to highlight how and why WebRTC, SIP and Contact Centers are perfect together. [ Read More ]
12/19/2014

HHS Teams with Monster, Peer.org and Higi to Assist in Affordable Care Act Open Enrollment

The Health and Human Services Department (HHS)is using popular websites to spread word on open enrollment period. [ Read More ]
12/19/2014

TNT to Deliver Great Customer Service via Cloud with NewVoiceMedia

Europe's largest global express, logistics and international parcel and mail services company U.K.-based TNT , which bills itself as "The People Network," has gone to the cloud for its contact center operations. San Francisco, CA-based cloud contact center solutions provider NewVoiceMedia recently announced that TNT UK is using its ContactWorld solution to enhance its customer experience and improve operational efficiencies across the business. [ Read More ]
12/19/2014

McKesson Specialty Health's Reimbursement, Access & Safety Services Solution Center Earns Sixth Consecutive Center of Excellence Certification from BenchmarkPortal

A question that always comes up when companies achieve a certain level of recognition of performance is whether this was a fluke or is just part of a company's DNA that is sustainable over time. In the case of McKesson Specialty Health the answer is that it more than has what it takes to be an outstanding performer over the long run. The proof comes from the company's Reimbursement, Access & Safety Services Solution Center having earned certification by BenchmarkPortal as a Center of Excellence … [ Read More ]
12/19/2014

Hinduja Global Solutions Wins Silver at the 2014 Contact Center World Awards

The Contact Center Solutions Community, as frequent visitors know, likes to report on industry recognition. In fact, being recognized for outstanding performance is a global affair as witnessed by Hinduja Global Solutions Limited (HGS) adding to an already impressive list of achievements by winning silver for 'Best Large Contact Center' at the recently concluded global finals of the Contact Center World Awards. [ Read More ]
12/19/2014

Interactive Intelligence Named a Top 10 Place to Work for in Indianapolis

It seems like the end of the year needs to get here faster. The reason is Contact Center Solutions Community sponsor Interactive Intelligence may run out of space at its headquarters in Indianapolis, IN because of the recognition the company has received in just the past few weeks. [ Read More ]
12/16/2014

Frontier Communications Adding to Bi-Lingual Customer Service

As has been noted in several postings in TMCnet's contact center solutions community, being able to offer multi-lingual, but importantly in the U.S. bi-lingual customer care with Spanish as the second language, has become critical in almost every vertical market. Indicative of this is the announcement from TMC's home state, dominant service provider Frontier Communications has announced it will add 25 employees to its Connecticut contact center. The reason for the expansion is to provide support… [ Read More ]
12/15/2014

Rush Enterprises Grow Dealership and Contact Center Network

One of the reasons the contact center solutions business has been and will continue to be robust is rather obvious, i.e., as companies grow they need to grow their ability to provide great customer experiences both physically and virtually. An example of this comes from Texas-based Rush Truck Centers (RTC), the dealership arm of $3.4 billion conglomerate Rush Enterprises. It has announced that not only is it expanding its footprint in Florida and Texas, but at the same time it will be adding to … [ Read More ]
12/15/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Google and Avaya

Contact Center Solutions Community news and ingights including the growing importance of WebRTC. [ Read More ]
12/13/2014

China Online Leisure Travel Firm Adds Ten New Regional Service Centers

Chinese online travel giant illustrates need for getting the physical and virtual mix balanced to optimize growth. [ Read More ]
12/13/2014

Listen Up Espanol Selected as Contact Center Service Provider for Live Teleton USA Fundraiser

Here in the U.S., there is a segment on the NBC Nightly News, the most popular network news broadcast, called "Making a Difference." It highlights how truly remarkable individuals and organizations really are making a difference in their communities, and many times for people in distant places as well. One such organization that really makes a difference is Woodland Hills, Calif.-based Teleton USA who raises an amazing amount of money every year for children with disabilities. This is a big fund… [ Read More ]
12/12/2014

Interactive Intelligence among Software Magazine Top 500 Software and Services Suppliers

Customer expereince solutions provider Interactive Intelligence continues its streak of industry recognition. [ Read More ]
12/12/2014

Call Center Hiring Gets Competitive in the Philippines

The Philippines has become a hotspot for call centers in recent years - so much, in fact, that finding representatives to staff their efforts has become competitive sport. [ Read More ]
12/12/2014

An Innovative Business Call Center Announces Database Management Services

For those with a longish memory the tagline, "It's not your father's Oldsmobile," will look and sound familiar. In fact, it is a line that has been paraphrased over the years to apply to a myriad of vertical markets and products as those in charge of brand stewardship look to change the perception of their products and services. Edwards Answering Service, which started life in 1954 providing as their name says, basic telephone answering services, has not adopted the tagline to apply to how they … [ Read More ]
12/12/2014

Partnership Provides Contact Centers Enhanced Fraud Prevention Solution

For frequent visitors to the contact center solutions community, you are well aware of the challenges contact centers are encountering regarding fraud. The bad guys are constantly working on ways to highjack customer accounts and work their mischief. It amounts to hundreds of millions of dollars in losses every year, and major headaches for customers whose accounts have been compromised. And, unfortunately, with call volumes swelling because of the holidays, contact centers make even more invite… [ Read More ]
12/12/2014

Google and Avaya Join Forces on WebRTC-based Enterprise Contact Center Solution

Avaya Agent for Chrome for contact centers first project of WebRTC-enabled collaboration. [ Read More ]
12/12/2014

Virtual Hold Technology Expands Contact Center Callback Options

Callback solutions for contact centers have always been premises based. However, Virtual Hold Technology (VHT), a provider of enterprise virtual queuing and callback solutions for the past two decades is providing small to mid-sized business (SMB) contact centers a new option that has been enjoyed by larger enterprises. Thanks to an investment in CALLPROMISE, VHT SMB customers will now be able to deploy a fully SaaS-based virtual queuing solution. [ Read More ]
12/11/2014

What the Mobile Customer Service Experience Should Be

Smartphones and mobile applications have given consumers a whole new way to interact with businesses. Call it newfound freedom and convenience. For businesses themselves, the mobile approach provides a way to serve customers better and - if done correctly - to form stronger, more lasting relationships. But that's the problem. Many businesses are still struggling to determine how best to use tools such as mobile apps to their advantage. [ Read More ]
12/11/2014

Netop Upgrades Live Chat Software for Improved Holiday Customer Service

Yes it is the holiday season, and for those running contact centers we all know what that means, a virtual tsunami of traffic compared to the rest of the year. What it also means is that there is an increase in the amount of internal contact center communications to better manage workflows to help manage the waves of customer interactions. And, while customers know that their interactions increasingly involve the use of chat for interacting with contact center agents instead of a phone call, cha… [ Read More ]
12/11/2014

Work from Home Study Successful with Chinese Firm

A recent study initiated by Stanford Economics aimed to explore the benefits of companies adopting a work from home (WFH) model. As the first randomized experiment regarding WFH, the study focused on a 16,000-employee Chinese travel agency by the name of Ctrip. [ Read More ]
12/11/2014

Accenture, Backbase Partner to Help Banks Improve Customer Engagement

For frequent visitors to the Contact Center Solutions Community, the growing push to provide enterprise of all shapes, sizes and locations with omni-channel interaction capabilities-and tools to help analyze and monetize the resulting improvements in customer experience-is arguably the No. 1 trend impacting the community. [ Read More ]
12/11/2014

Interactive Intelligence Honored with Glassdoor Employees' Choice Award

The end of the year is the time when there typically is a lot of industry recognition announced. In this regard, Contact Center Solutions Community host Interactive Intelligence is on quite a roll. Not only was the company recently honored by the Indiana Chapter of the Association of Fundraising Professionals as its 2014 Philanthropy Award for Outstanding Corporation of the year, but the Indianapolis provider of software and services for communications, collaboration and customer engagement, has… [ Read More ]
12/10/2014

Interactive Intelligence Recognized with 2014 Philanthropic Award

It is always encouraging when a member of the tech community, in this case Indianapolis, IN-based Interactive Intelligence, the sponsors of the Contact Center Solutions Community, is recognized for not just doing well but doing good. It is difficult to over-estimate how important being a great neighbor and giving back can be not just to the community but for the company as well. [ Read More ]
12/09/2014

Tennessee Call Center Offering Big Wages to Employees

With the number of call centers coming back to the United States increasing on a daily basis, there are a number of different states taking advantage of this trend. In Kingsport, Tennessee a call center set up by IntelliHARTx is going to be paying wages that other call center employees can only dream about. The company recently said it expects to pay as much as $14 per hour to its call center employees. [ Read More ]
12/08/2014

Contact Center Solutions Week in Review: IBM Digital Benchmark, Sprint Complete Collaboration

This week's review includes a few items from last week including several related to online shopping traffic. [ Read More ]
12/06/2014

Comings & Goings: Allianz Life Promotes Erin Krawiecki to AVP Customer Contact Center and Fulfillment, Enterprise Operations

It is always nice when companies recognize the excellence of their people by giving them more responsibilities. This is true in every vertical market and organization, but is particularly relevant when it comes to contact centers where to put it mildly operations are undergoing profound changes. These changes include, just to name a few, such things as: moving to the cloud, accommodating omni-channel needs, attracting, training and retaining great agents in an industry where there is a shortage … [ Read More ]
12/05/2014

Fifth Quadrant Announces Australia's 2014 Best Customer Experience Companies

As noted in TMCnet's coverage of the contact center solutions community, recognition of excellence in providing outstanding customer experiences (CXs) is not just noteworthy but important. This is particularly true as CX rises to the top of C-level lists of how to obtain and retain sustainable differentiated value. In this regard, the news from Australia of the inauguration of an awards program for those providing the best customer experiences is one to mark down. [ Read More ]
12/05/2014

Zultys Mobile Communicator for iPhone has Contact Center and Voice Mail Enhancements

Sunnyvale, CA-based unified communications (UC) solutions provider Zultys has released Mobile Communicator for iPhone version 4.0. Available for immediate download on the Apple App store, if you are an Apple iPhone user you may wish to check this out. The reason is that in its latest release users of Zultys Mobile 4.0 will enable iPhone users to access contact center and Visual Voice Mail functionality from their mobile devices. [ Read More ]
12/05/2014

Korean Service Provider SK Telecom Introduces Contact Center Voice Authentication System

As the saying goes, "There are two sides to every coin." This is particularly true when it comes to the business of authentication of voice communications with contact centers. The calling parties need to know their interactions will be treated in a confidential manner. This means their transactional information will not be compromised exposing them to identify theft and a host of downstream problems such theft might incur. The flip side is that contact center agents need to be able to have mult… [ Read More ]
12/05/2014

Report Finds U.S. Veterans Administration Not Up to Answering the Call

For those of us who live in the U.S. the revelations over the past year about the Veterans Administration (VA) not living up to meeting the medical and other needs of vets have been depressing. This in the face of the championing the needs of veterans and their families by first lady Michelle Obama since her husband became president and her vow to end veteran homelessness. [ Read More ]
12/05/2014

Sprint Complete Collaboration Gets Contact Center Capabilities

There is no longer any doubt that state-of-the-art collaboration tools have become mission critical regardless of the size or location of an organization. In fact, the more distributed and remote the workforce the more critical having a complete suite of unified communications (UC) capabilities has become. This is true for all aspects of an enterprise, but is becoming particularly true for companies seeking to enable their contact centers with omni-channel interaction capabilities. In fact, real… [ Read More ]
12/05/2014

Support Interaction Optimization Identified as Contact Center Growth Area

Sometimes it seems that the tech industry in general and the contact center solutions area specifically, not only has too many acronyms but actually relishes the opportunity to add more. Indeed, witness how fast we have moved from "multi-channel" to "omni-channel' or in the more distant past from "call centers" to "contact centers." [ Read More ]
12/05/2014

Wheelings & Dealings: Thinking Phone Networks Lands Cash Infusion to Make Communications Simpler

The modern communications landscape is one that few would likely consider to be simple, considering the sheer number of platforms and devices involved in the mix. A host of mobile devices, video systems, and cloud-based tools all combine to create a landscape that's as known for its sheer diversity as anything else. But one company, Cambridge, Massachusetts firm Thinking Phone Networks, has been growing along with these various industry trends, and thanks to a successful Series D funding run, ha… [ Read More ]
12/05/2014

Law Enforcement Seizes 292 Domains Selling Counterfeit Products

Europol, the European Union's law enforcement agency, in coordination with U.S. Immigration and Customs Enforcement (ICE) Homeland Security Investigations and law enforcement agencies from 19 other countries have seized 292 Web domains that were used for selling illegal counterfeit merchandise, according to a recent statement from Europol. The operation was made part of a larger project called "In Our Sites (IOS) Transatlantic V." [ Read More ]
12/03/2014

Cyber Monday Caps Record Five-Day 'Cyber Week' according to IBM Digital Analytics Benchmark

This is an update to my earlier posting about Thanksgiving Day and Black Friday online shopping as tracked in real-time by IBM Digital Analytics Benchmark who was kind enough to provide periodic updates as yesterday's transactions evolved. And, while retail sales in general have not been as robust as forecast, online sales, particularly mobile-initiated ones continued their strong showing on Cyber Monday, which helped break records for the five-day Thanksgiving shopping timeframe. [ Read More ]
12/02/2014

GM Using Social Media and More to Fix Recalled Vehicles

According to Kenneth Feinberg, the lawyer hired by General Motors to compensate victims of crashes caused by faulty ignition switches, he has determined 32 people died as a result of the defect, which will require multi-million dollar settlements to the victims' families. The longer the company waits to fix this particular problem, the higher the chances of someone else possibly losing their life. This has led the company to be more creative in getting customers with the affected vehicles to com… [ Read More ]
12/02/2014

Black Friday Gun Buyers Swamp Federal Background Check Systems

For those out there who purchased a firearm of some kind on Black Friday, be it a curiosity, a hunting weapon, a home defense tool or something else, one point was stunningly clear: anyone who bought a gun on Black Friday was not alone. New reports from the Federal Bureau of Investigation (FBI) suggest that there was actually a record number of background checks conducted on Friday, with the total number surpassing the 175,000 mark. [ Read More ]
12/02/2014

Thanksgiving Mobile Shopping Milestone Reports IBM Digital Analytics Benchmark

Yesterday was Cyber Monday and retailers are braced for the online gold rush. Traffic is likely to be up and contact centers extremely busy if the slowness of the Internet is any indicator. And, while foot traffic in stores was down, a fact I can attest to having gone shopping myself at one of this county's largest malls on Black Friday, this does not mean that overall retail sales for this important start to the holiday shopping season will be off. In fact, if figures from the IBM Digital Analy… [ Read More ]
12/02/2014

How Your Sales Team Can Weather the Holiday Rush

Some prospects need to spend their budgets before the end of the year while others may want to postpone discussions until after the holidays. If, after persuasion, they still aren't eager, it's better to push that deal to one side and concentrate on prospects that are ready to close. [ Read More ]
11/28/2014

Five Steps to Omni-channel Success

Since the birth of the Internet, the promise of unifying sales channels has been a tantalizing goal for retailers. The opportunity to get inside the consumer's head by tracking purchasing behavior across retail channels is the Holy Grail for a truly personalized shopping experience. Recently there's been progress in this omni-channel quest, but many retailers still struggle with the cost and complexity associated with unifying retail data and the shopping experience across consumer touch points. [ Read More ]
11/26/2014

Earthlink Unveils Hosted Contact Center Solution

With more and more call centers moving to the United States, finding ways for those call centers to stay ahead of the competition has become more important than ever. Call centers are also working twice as hard to find ways to make employees that much more productive so they can serve the company and its customers. Earthlink believes it has one such solution with the arrival of its new Hosted Contact Center. [ Read More ]
11/25/2014

Accenture Releases Survey on Digital Police Solutions

Accenture has released a new survey on digital police solutions and how police can better serve their citizens using technology. [ Read More ]
11/24/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Aspect Software and Nice Systems

What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
11/22/2014

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014

Ozonetel Integrates CloudAgent with Zoho CRM

A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationsh… [ Read More ]
11/21/2014

LiveVox Data Center to Bring Cloud Contact Center Capabilities to Canada

As financial results from various contact center and unified communications (UC) solutions providers continue to flow in for this quarter two things are becoming increasingly clear. First, is that those seeking to upgrade their customer experience capabilities are accelerating the adoption of the cloud and hybrid solutions as their preferred path. Second, is that North America continues to be the hotbed of this with not just the large U.S. market as a target of opportunity, but also the vibrant … [ Read More ]
11/21/2014

Contact Centers Join the Fight-JITC Certifies T-Metrics Contact Center on Microsoft Lync 2013

For the last 10 years, T-Metrics has designed, developed, and deployed numerous approved products on APLITS (Approved Products List Integrated Tracking System. As of today, T-Metrics is the only provider of contact center software that has been JITC certified to work on Microsoft Lync 2013, and their solution can be found on the Approved Products List (APL) for purchase by Department of Defense organizations at www.disa.mil/ucco. [ Read More ]
11/21/2014

Fully Engaging Patients with Doctors, Nurses, and Facilities to Enable Better Healthcare

For anyone who has been in a hospital recently, you know that responsiveness from check-in to admission to bedside care to check out can be to be polite a time-consuming nightmare. [ Read More ]
11/21/2014

TouchPoint One Upgrades Acuity Cloud Contact Center Performance Management Software

The late New York City Mayor Ed Koch was famous for starting most of his public appearances with the question, "So how am I doing?" That is a question that contact center administrators are constantly asking about the performance of their operations, especially their agents although the question is about "We" and not "I". [ Read More ]
11/21/2014

Canon Ranks in Top 10 Percent of Companies for Customer Service

Top-notch customer service is all too rare these days, particularly among larger, well known enterprises. But Canon U.S.A. has defied the odds by winning a Center of Excellence certification from Benchmark Portal for the sixth year in a row. The company ranks in the top 10 percent of companies for the efficiency and effectiveness of its support, according to the research firm. [ Read More ]
11/20/2014

Wheelings & Dealings: Qualfon Acquisition of Center Partners get nod as Small-Market Deal of Year for 2014

For those who are frequent visitors to the Contact Center Solutions Community, you know that we like to report on recognition that community members get. However, recognition can cover a lot of ground so not always does it involve a company receiving an award for providing great customer services. [ Read More ]
11/20/2014

Managing the Customer Experience- 'Hold on I'm Coming' is Not an Answer

In looking for trends regarding the customer experience, it is always a delight to run across somebody sharing fact-based insights on critical matters of this or any day. It was thus illuminating to happen upon a timely posting by author Shep Hyken on the B2C website titled, "How To Manage Hold Times During The Customer Experience." It is a short but powerful piece about a true bane of modern existence, being put on hold. [ Read More ]
11/20/2014

City of San Antonio Leverages Customer Mobile and Open311 Cloud Framework to Mobilize Citizen-Centric Government

Customer engagement covers a lot of ground since customers are not only those of enterprises but governments as well. This is under-scored with the recent announcement that KANA Software, a Verint company, has its Customer Mobile application and Open311 cloud infrastructure combination being used effectively by the City of San Antonio, Texas to help residents access information and request city services from their mobile devices anytime, anywhere. [ Read More ]
11/20/2014

Interactive Intelligence adds NCBS as Elite Partner for Saudi Arabia

Indianapolis, IN-based customer experience solutions provider Interactive Intelligence is fulfilling its promise of continued expansion of its international footprint through a combination of direct sales and channel partners. The most recent extension of the company's reach is the recent signing of Company for Business Solutions (NCBS), represented by Eng. Zaid Bin Abdullah Al Shabanat (CEO), as an 'Elite' partner. Under the terms of the agreement, NCBS will sell, implement and service Interact… [ Read More ]
11/20/2014

NICE Systems Joins FIDO Alliance to Help Shape Customer Authentication Standards

Ra'Anana, Israel-based NICE Systems is the latest member of the FIDO (Fast IDentity Online) Alliance, the growing global organization working on global specifications and standards for simplified user authentication. For those in the contact center solutions community who are unaware of FIDO, a visit to the organization's website is something to seriously consider. [ Read More ]
11/20/2014

TELUS Launches Two Cloud Services for Collaboration and Contact Centers

Everything is moving to the cloud, and traditional service providers are getting in on the act in a big way. Indicative of this is the announcement from Toronto, Canada-based national telecom services provider TELUS, which has introduced not one but two new solutions aimed at helping Canadian businesses leverage cloud-based technology to improve how they communicate with their customers, employees and partners. [ Read More ]
11/19/2014

Pharmaceutical Call Centers, Product Information Training is Front and Center

The life of a call center agent has never really been described as easy; even with the growing amount of technological developments we have for the call center, there are still plenty of everyday issues for the reps to address. The pharmaceutical call center in the United States, meanwhile, is facing issues of its own, as a new report from Cutting Edge Information notes that pharmaceutical call center training in the U.S is now focused on product information, with better than 55 percent of train… [ Read More ]
11/17/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Nice Systems and Bright Pattern

This week in the Contact Center Solutions Community can probably best be summarized as one where the industry has been putting more muscle on those bones through new partnerships and capabilities. Plus, there are some nice customer wins and implementations that were highlighted along with new people to watch and market changes to understand according to industry analysts. [ Read More ]
11/15/2014

Converged Technology Professionals Receives ShoreTel Customer Satisfaction Award

While it may seem obvious in the vendor community, especially as customers have more choices and have become more fickle, partners are important. They are important because they expand reach, and in many instances they are the ones that have customer intimacy, i.e., they are the way in which customers experience not just their brand but yours. [ Read More ]
11/14/2014

Brazil's AES Eletropaulo Finds NICE Real-Time Solutions Electrify Customer Experiences

Ra'anana, Israel-based NICE Systems describes itself as a company that provides software solutions that, "Enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets." And, while that may seem like a lot of deliverable, the company's NICE Real-Time Process Optimization solution has been deployed by AES Eletropaulo, a major power distributor in Brazil, and with significant… [ Read More ]
11/14/2014

Yellow Radio Service Reports Benefits of Interactive Intelligence Communications Suite

Yellow Radio Service of San Diego is a taxi cab and transportation dispatch company that provides information for more than 300 vehicles every day. Until recently, it had to deal with downtime associated with its legacy communication system because of power outages and technical issues. Recently, though, it adopted the Interactive Intelligence software suite, the Customer Interaction Center (CIC), and has reported an increase in uptime and satisfaction with its services. [ Read More ]
11/14/2014

Interactive Intelligence Formally Introduces Jeff Platon as New Chief Marketing Officer

Last month, on their Q3 2014 earnings call with analysts, customer experience solutions provider Interactive Intelligence verbally announced that industry veteran Jeff Platon had accepted an offer to be the new Chief Marketing Officer (CMO). Company executives noted at the time that a formal introduction was forthcoming, and this week it arrived. [ Read More ]
11/14/2014

Nobel Harmony v4 Adds Remote and Mobile Contact Center Management Functionalities

Unlike the contact centers of old where managers only had to deal with a couple of technologies, today they have a wide range of solutions they can use to offer a customer service that is almost intuitive in meeting the needs of the consumer. The Internet, big data analytics, cloud computing, social media and mobile are just some of the options available to businesses [ Read More ]
11/14/2014

NewVoiceMedia Partners with idio to Transform Sales and Service Performance

One of the most interesting things going on in the customer experience sector is watching the development of ecosystems and partnership surrounding vendors trying to fill in all the gaps of having comprehensive solutions in an increasingly omni-channel world. In fact, the devil as they say, really is in the details. Matching up contact center capabilities with things like CRM, CEM, and automated marketing technologies has become fascinating to watch as the industry goes through a major structura… [ Read More ]
11/14/2014

3CLogic and Envision Partner on Enhanced Workforce Optimization for Contact Centers

Our world, and absolutely our industry is filled with acronyms. In terms of general usage, the term Unidentified Flying Object is instantly recognized as UFO. In the contact center solutions world identification is also key. Indeed, to produce operational efficiency and effectiveness and drive the creation of compelling customer experiences, making sure customers interact with the right people at the right time with the right tools has become an imperative. Hence, having the tools to identify an… [ Read More ]
11/14/2014

APAC Contact Center Market Makes Sweeping Change, Focuses on the Customer

While no two markets ever shift in quite the same way, it's never really a surprise to see markets change. People want different things out of just about everything over the course of a lifetime, so the idea of a changing market isn't a surprise, even if the timing and the methods often are. One major change in the market has come from the Asia-Pacific (APAC) contact center market, and there, the change is a rather fundamental one. Where before, the big focus was technology, now, the big focus i… [ Read More ]
11/14/2014

From Plain Telephony to a Rich Contact Experience

A retrospective look at the evolution of communications technology in contact centers [ Read More ]
11/14/2014

LiveOps Announces Agent Recruitment Platform Update

Cloud contact center software provider LiveOps recently announced the launch of its new agent recruitment platform and its intention to provide a subsequent release of the new LiveOps University 2.0 that will allow existing call center agents to improve skill sets. [ Read More ]
11/13/2014

Pacific Source Adopts the Optymyse Platform for its Contact Center

One of the many mandates in the Affordable Care Act (ACA) is to introduce efficiencies in the healthcare industry with a comprehensive integration of information and communications technologies (ICTs) throughout the system. This has resulted in the adoption of electronic health records (EHR) or electronic medical records (EMR), telehealth and mHealth, providing improved services. This has allowed care givers and patients to be more proactive in everything from the care they receive to how they a… [ Read More ]
11/13/2014

Verint Announces Details of KANA Enterprise Update

Verint, a producer of customer service software for businesses, recently announced the release of its KANA Enterprise platform that it says has been updated to enhance the methods enterprises use to engage with their customers. [ Read More ]
11/11/2014

Omnichannel: The What, Why, and How

In the past year the contact center industry has embraced a new term, omnichannel, with some crowning this term as the successor to the now familiar term multichannel. What has changed to provoke this new term? Well, first, consumer habits have shifted. What began with handling e-mail and web chat, has now expanded to SMS, social media, mobile, and video. As consumer communications habits change, so does the way they expect to engage with businesses to resolve their problems. [ Read More ]
11/10/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Sprint, Enghouse

The business of the Contact Center Solutions Community was on display this week as there were plenty of interesting new capabilities and partnerships to report. Sprinkled in were also some research and insightful advice on market trends. [ Read More ]
11/08/2014

NetFortris Adds PCI-Compliant Credit Card Security, Skills-based Routing to Contact Center Solution

One of the things that headlines and reports have focused on as what can be characterized as the soft under-belly of contact centers is the challenge of enhancing the security of all that critical information that agents handle along with the ability to ensure it is in compliance. The answer for those looking for solutions may lie in the cloud. This is exemplified by the announcement from cloud-based voice and data networking solutions provider, San Francisco, Calif.-based NetFortris who is out … [ Read More ]
11/07/2014

Avaya Includes Prognosis Trial with Every Avaya Aura Communication Manager Order

Access to the download for the 60-day trial is now available from the Avaya customer portal exclusively for Avaya customers purchasing new or additional Avaya Aura Communication Manager licenses. It is also of note that Prognosis is also compatible with other platforms, including Cisco and Microsoft Lync. [ Read More ]
11/07/2014

VimpelCom's Beeline Picks Amdocs to Boost Customer Satisfaction

This concentration on customer experience as recent similar announcements from service providers around the world is a welcomed trend. As all of us who have had less than wonderful experiences doing things like activating mobile phones, trying to figure out our bills or getting failed features to work can attest, not getting our issues resolved is a top reason for looking at alternatives. This is a universal frustration and at least we can take comfort in the fact that executives at our service … [ Read More ]
11/07/2014

Sprint Highlights Importance of Customer Care Amid Layoffs

So if you think that all of the talk by C-levels about the differentiated value from enhanced customer experience is just talk, guess again. There is proof in the pudding. [ Read More ]
11/07/2014

Enghouse Interactive Mobile IVR Navigator

Sometimes we take what is essentially contact center solutions plumbing for granted. In fact, we have all become so accustomed to interfacing with Interactive Voice Response (IVR) capabilities that we are surprised when we call an organization that we don't hear an automated menu of connection options. [ Read More ]
11/07/2014

TantaComm and Teleopti Combine on New Workforce Optimization Solution

As any contact center administrator knows, one of the biggest challenges-aside from meeting resolution metrics-is managing the workforce. The objectives are to somehow make sure the right people are available at the right time with the right tools to hit those resolution metrics and create compelling customer experiences. [ Read More ]
11/06/2014

Getting Well by Better Engaging Patients to Help Them Get and Stay Healthy

Contact centers and omni-channel interactions are playing and increasingly important role in healthcare. [ Read More ]
11/06/2014

Customer Journey: SAP Finds Americans want Shared Values and Personalized Brand Experiences

Hearing the "Voice of the Customer" is always a good thing for marketers. SAP wanted to listen, and hopefully have brand stewards hear customer voices. SAP conducted a poll of 3,000 American consumers, ages 18 and older, in October to help organizations improve their understanding of customer happiness and encourage brand loyalty as customers take the journey from consideration to purchase. [ Read More ]
11/06/2014

Social Routing in the Contact Center - the Changing Role of the 'Customer' in Customer Service

Social routing is an emerging trend, a way in which contact centers can more accurately meet the needs of their customers. But how is this different from what we're doing at the moment? The answer lies in describing the modern day customer. [ Read More ]
11/05/2014

Phone Channel Fraud is a Growing Threat to Call Centers

Cyber risk is something that most businesses are starting to be aware of, thanks to high-impact data breaches at retailers like Home Depot and Target. But fraud within the phone channel is less likely to be a focus for companies-even though it's a growing trend. [ Read More ]
11/04/2014

iG04 Partners Turns to Interactive Intelligence for Contact Center Solution

The lifeblood of insurance companies is handling all types of customer inquiries efficiently and effectively. It is why so much attention by insurers has been paid recently to substantially up-grading/transforming their customer interaction capabilities from handling claims to automating all aspects of what has been a labor intensive workflow environment. [ Read More ]
11/04/2014

Interactive Intelligence Q3 Earnings-Cloudy is a Good Thing and New CMO Announced

Indianapolis, IN-based global customer experience software and services company Interactive Intelligence Group released its financial results for the third-quarter of 2014 (Q3) ended September 30, 2014. The results continue a series of quarters where the company's focus on the cloud and the role it is playing in overall results continues to dominate the short-term results as well as the long term prospects. [ Read More ]
11/03/2014

Customer Experience Investments to be Enterprise Priority for Next Five Years says Forrester

It is always interesting to see what the ICT industries' top analysts are saying about the future, especially those brave enough to look past the next few quarters. For this reason, the good folks at Forrester Research's annual perspectives on the top emerging technologies to watch, which in its latest iteration looks out to the year 2020, are more than food for thought. [ Read More ]
11/03/2014

Contact Center Solutions Week in Review: Charges for Speaking to Agent is Bad Trend

With the holiday season approaching, the Contact Center Solutions Community was filled this week with interesting insights and advice along with some interest developments. [ Read More ]
11/01/2014

Appeals Court OKs Redbox's Customer Info Disclosure to Third Parties

The U.S. Court of Appeals for the Seventh Circuit, based in Chicago, has given its approval of Redbox's practices for disclosing customer information to a third party regarding customer service issues. [ Read More ]
10/31/2014

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014

Survey: Deloitte Optimistic for Increased US Holiday Spending

Professional services firm Deloitte, which completes financial advisory surveys, has released the annual holiday shopping survey for nearly three decades. This year's survey, the 29th annual, shows that U.S. shoppers are optimistic entering the season for giving, which also happens to be the season for shopping. [ Read More ]
10/30/2014

Dialing for Votes

Depending on how you feel about such things, next-generation predictive dialers have become an integral, dare I say "must have" capability for political campaigns. Indeed, with the U.S. elections only days away, anyone living here not only is more than aware from watching TV that the "get out the vote" efforts are already in full swing as the airwaves are saturated with ads, but this has become that time of year when caller ID and answering systems are a godsend. [ Read More ]
10/30/2014

Survey: Mobile Experience Trumps Brand Loyalty Among Gen Y, Millennials

Retailers be warned - brand loyalty counts for less and less among younger consumers, who are likely to head to competitors if their mobile experience isn't what they think it should be. [ Read More ]
10/30/2014

Xerox Virtual Customer Care Agent Soon to Enter the Market

Today, many companies are working toward simplifying the workplace so that they can allocate more time and resources to their core business. WDS is one such company dedicated to making it customer's life easier. Recently, the company has introduced an intelligent, virtual customer care agent that can recognize and resolve customer questions in the same way a human agent would. [ Read More ]
10/29/2014

Cyara Partners with GlobalNet

Cyara, a provider of integrated, automated customer communication systems testing software, recently announced that GlobalNet, a company that provides customer experience innovation lifecycle services, has joined the company's Expert Partner Program. As a result, Cyara's contact center testing software has been integrated with GlobalNet's Customer Experience Innovation Lifecycle, expanding Cyara's market in North America. [ Read More ]
10/29/2014

The Personalization of Patient Care

There is little dispute that the healthcare system is not just one of the largest vertical markets for the consumption of modern technology in general but for ICT-related solutions specifically. Whether it is the digitization of medical records, the establishment of healthcare exchanges in the U.S., telemedicine, enhanced communications for first responders, etc. The appetite for ICT is almost insatiatable. [ Read More ]
10/28/2014

VitalVox Selects Indosoft's Q-Suite

Indosoft, a provider of multi-tenant call center software, recently announced that its Q-Suite has been selected by VitalVox, a provider of hosted call center and PBX services. With Q-Suite, VitalVox will enable its clients to lower their total cost of ownership. [ Read More ]
10/28/2014
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