Contact Center Solutions Featured Articles

Florida Credit Union Services Company Hosts 'Knockout' Brainstorming Event

Credit union services provider St. Petersbur, FL-based PSCU kick starts innovation with "Knockout" event. [ Read More ]
09/15/2014

Schneider Electric Adopts SDL to Deliver Personalized Customer Service

Schneider Electric uses SDL Customer Experience Cloud to deliver localized and personalized experience globally. [ Read More ]
09/15/2014

Fahrenheit Automobiles Selects Drishti-soft to Improve Customer Service

SKODA Auto 3-S dealership in India,Fahrenheit Automobiles, Selects Drishti-soft to improve customer service. [ Read More ]
09/15/2014

Contact Center Solutions Week in Review: Cloud versus Premises TCO

The headline for the Contact Center Solutions Community week in review kind of sums up one of the biggest top of mind issues in the community. As more and more organizations evaluate moving contact center functionality in whole or in part to the cloud, if you will pardon the expression the total cost of ownership (TCO) calculations can be cloudy. It is why the first item is intended to draw your attention to a September 30, 2014 webinar, How Moving Your Contact Center to the Cloud Eliminates Ris… [ Read More ]
09/13/2014

Customer Experience Management Market Worth $8.39B by 2019

For several years, report after report has highlighted that fact that C-levels around the world have made improving the customer experience a top priority. What executives have come to appreciate is that in a world where the Internet has given buyers more perfect information about their purchasing options, and where the competition is only a click away, differentiated value is increasingly going to be driven by how the customer feels about the buying experience and less on the basis of price. [ Read More ]
09/12/2014

Quantifying the Unquantifiable: What Cost Comes with a Data Breach?

Two studies look at the cost of data breaches but both highlight that contact centers need to be fortified. [ Read More ]
09/12/2014

Mutare Unveils Secure Mobile Chat to Enhance Customer Experiences

In short, companies need to keep up with how customers wish to interact and transact or suffer the consequences. It is why so much attention is now being paid at the highest levels of organizations on assuring that contact centers really do cover in a compelling manner all potential customer touch points, and why the contact center is getting a much deserved makeover. [ Read More ]
09/12/2014

eBay Looking to Hire 1,000 Employees for Wisconsin Call Center

eBay is bringing in a number of different customer service employees just in time for the Holiday season. With the fall season upon us yet again, more than one company is going to be looking to add people to handle the winter rush. The announcement of the iPhone 6 might even be the unofficial start of the shopping year. eBay Enterprise is a company that partners with a ton of different retailers in an attempt to help with the advertising. [ Read More ]
09/12/2014

Current Marketing Technology Fails to Retain Customers says Survey

Forbes Insights and Sitecore survey finds executive are unhappy with marketing tech when it comes to customer retention. [ Read More ]
09/12/2014

Fusion and Technology for Business Corp. Sign Exclusive Agreement

When we look back at what the biggest trends were in 2014 in the contact center solutions community there can be little doubt that topping the list will be the momentum moving to the cloud has gathered. This has been true globally and it cuts across all organization sizes and industry verticals. In fact, maybe the community should adopt a tagline that is something along the lines of "The Cloud and Contact Centers, Perfect Together!" [ Read More ]
09/12/2014

NewVoiceMedia Hires New Partner Manager of North America

Industry veteran Jonathan Judd recently joined NewVoiceMedia, a provider of cloud contact center solutions, as Partner Manager of North America. [ Read More ]
09/11/2014

Businesses are Appreciating Callcenterpros' New, Intuitive 'Third Party Verification' Services

CallCenterPros, a provider of turn-key outsourcing solutions for the call center market, recently announced that its newly launched "Third Party Verification" Services have garnered warm responses from U.S. businesses. This wide acceptance of the service is reflective of the growing significance of third party verification service in a fast-paced world, where customers often prefer to complete transactions over phone. [ Read More ]
09/11/2014

Call Center Company Laurus International Hosting Job Fair for Thousands of Positions

A new report says Puerto Rico's prominent call center company, Laurus International, is organizing a job fair in the town of San Juan de la Maguana. [ Read More ]
09/11/2014

Getting the Cloud v. Premises Total Cost of Ownership Correct

There is nothing new about using Total Cost of Ownership (TCO) calculations for IT purchases, or is there? [ Read More ]
09/11/2014

Growth is Good: Xerox Hiring 200 Agents at Arizona Call Center

Xerox is hiring 200 temporary customer care representative for its Tempe, AZ, call center. This will bring the total number of employees in its two Arizona facilities to 900 when the new workers are hired. [ Read More ]
09/09/2014

US Mint to Launch New Online Retail System

The U.S. Mint has announced that PFSweb will be spearheading an overhaul to its Order Management System that the organization hopes, in the end, will remedy some problems found in the current system. [ Read More ]
09/09/2014

STARFACE, jtel Offer Integrated Call Center System

The German VoIP provider STARFACE has announced that it has partnered with jtel to offer a call center solution. [ Read More ]
09/08/2014

Staples Improves Omni-channel Experience

Staples integrates in-store and online to enhance the customer experience and make transactions simpler. [ Read More ]
09/08/2014

Speed Commerce Welcomes New Vice President of Global Sales and Marketing

Speed Commerce names industry vet Mark Steele VP Global Sales and Marketing, as company looks to expand globally. [ Read More ]
09/08/2014

Teleperformance Hiring 750 Call Center Employees for New Kentucky Facility

Teleperformance U.S.A, a key player in the multichannel customer experience management space, is looking to hire 750 customer care agents at its newly opened Louisville, Ky., facility. [ Read More ]
09/08/2014

Contact Center Solutions Week in Review: Interactive Intelligence and Delivering Superior Customer Experiences

It may have been a short week in the U.S. because of Labor Day, but there was no shortage of news and insights in the Contact Center Solutions Community. In fact, typical of recent weeks the community continued to demonstrate its robustness in terms of innovation and global importance. [ Read More ]
09/06/2014

Contact Center Solutions Week in Review: Interactive Intelligence and Delivering Superior Customer Experiences

It may have been a short week in the U.S. because of Labor Day, but there was no shortage of news and insights in the Contact Center Solutions Community. In fact, typical of recent weeks the community continued to demonstrate its robustness in terms of innovation and global importance. [ Read More ]
09/06/2014

tekVizion Labs SIP Interoperability Certification Service added to Interactive Intelligence Global Alliance Program

Customer experience solutions provider Interactive Intelligence has an active and impressive Global Alliance Program. This is a technology partnering program whose purpose is the building and expansion of an ecosystem of value-add solutions and relationships. [ Read More ]
09/05/2014

Presence Technology launches the 'No limits Contact Center Technology' in Colombia

Just because a person has physical challenges does not mean they should be unable to be employed to provide compelling customer experiences as contact center agents. In fact, this is a global challenge/opportunity for contact center solutions providers. It is illustrated by the recent announcement that Presence Technology is the first contact center solutions provider in Colombia to integrate with JAWS (Job Access with Speech), screen reader for visually impaired people. [ Read More ]
09/05/2014

R-Group International now Interactive Intelligence Elite Partner

Customer experience solutions provider Interactive Intelligence for the past few years has been actively expanding its international reach through a combination of expanding the number of vibrant local and regional channel partners, and even acquiring some based on unique market circumstances. As reported in a posting on the website CSO the company has added Perth, Australia-based R-Group International as an Elite Partner in the growing market "land down under" market. [ Read More ]
09/05/2014

Call Center Headsets: Picking the Right Tool for the Right Job

The best headset is the one that lets call center reps answer calls. But there's more that goes into the right choice of a call center rep's headgear. [ Read More ]
09/04/2014

New Contact Center App Enriches Communication for Businesses and Consumers

The widespread use of mobile technology has helped the development of an "apps culture" made of applications that not only provide some form of entertainment, but that also can help consumers and businesses find information they need to accomplish tasks. For this reason, many of these apps may already appear on mobile devices by default, and more are being added every day to rich communication suites to meet growing mobile enterprise demands. [ Read More ]
09/04/2014

transcosmos, Oracle Japan and INTEC Team Up To Deliver Omni-Channel Customer Support

One of the recent customer support trends involves integrating social customer support with the traditional support channels. Rising a step further, transcosmos has introduced a support solution that is uniquely designed to achieve two goals-ensure end user convenience and improve contact center efficiency. This Omni-channel Support Service from Transcosmos reportedly combines Oracle Service Cloud and INTEC's Call Crayon" Customer Contact Enhancement Solution. [ Read More ]
09/03/2014

Building Brand Loyalty Through Call Centers

In the world of online marketplaces and big discounts, retaining customers is one of the biggest challenges faced by many companies. To address this problem, companies are coming up with different strategies to retain customers, with one of them being brand building. Brand loyalty is the power of a particular brand to retain customers for long periods of time. [ Read More ]
09/03/2014

Webleads Announces Launch of New Call Center Lead Tier

Webleads, a provider of SEO, web design, and application development packages, has launched a new call center lead tier, which is targeting the call center managers and firms. [ Read More ]
09/03/2014

What it Takes to Deliver a Superior Customer Experience

For enterprises large and small around the world for the past several years "Improving the Customer Experience" has become a C-level priority. Some might even say customer experience (CX) has become a preoccupation. The challenge for everyone who is a stakeholder in developing ways to improve CX is in divining the answer to a straightforward but devilish question, "What does it take to deliver a superior customer experience?" [ Read More ]
09/02/2014

Enacomm Joins Forces with Corelation

Enacomm has become a recognized vendor of credit union core processor Corelation, a financial software company focused on addressing the technological needs of credit unions. [ Read More ]
09/02/2014

Big Data: Changing the Recruitment Process

Big data is having an impact on every aspect of business today, and recruitment is no exception. Many HR managers are increasingly turning to big data to find the right people for the right position. This idea of using big data for recruitment is called people analytics, and has been adopted extensively by many companies, especially those in the call center industry. In fact, call centers have been one of the biggest beneficiaries of people analytics because of its high attrition rates and the d… [ Read More ]
09/02/2014

Mobile UC Benefits From 'Interactive Virtual Queuing' For Efficient Customer Care

A recent study commissioned by Nuance of 1,000 American consumers, confirmed the changing needs and concerns for customer service brought about by smartphones and online self-service applications for information and simple business transactions ("mobile apps"). Eighty-two percent of consumers only contact customer service when they can't resolve their needs online by themselves. [ Read More ]
09/02/2014

How to be the 'Squeaky Wheel' of Customer Service

Sometimes getting customer service can be tougher than anyone might expect. It's easy to think that, particularly these days, businesses will go to just about any lengths to get and keep customers, but when it comes to customer service, that's not always the case. However, there are ways that customers can, at least somewhat, force the issue, and get great customer service out of a company, even when it would seemingly rather not provide that service. Squeaky wheels, after all, get the grease, a… [ Read More ]
09/02/2014

Measuring What Matters in the Contact Center

Measuring the right things in the best way is the path to improving agent performance and customer satisfaction. [ Read More ]
09/02/2014

Contact Center Solutions Week in Review

The word "spanning" comes to mind in looking at the news and insights this past week in the Contact Center Solutions Community. Not only were there items that speak to the global impact of contact center solutions, but we spanned a broad range of important topics including omnichannel and metrics. [ Read More ]
08/30/2014

Rise in Cloud Contact Center Traffic Volume in 2014

Voxbone says it saw a 14 percent increase in call volume (in minutes) over the last six months which it points out has been validated recently by IDC Research who is predicting that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018. [ Read More ]
08/29/2014

Scripts and Metrics Only Take Call Centers So Far

Performance metrics are not the end-all be-all of call center performance. Companies desperately struggle to make their call centers operate more efficiently, at lower costs, with more calls completed per hour, and with fewer return complaints. However, when reaching for those goals, some businesses fail to make their centers better overall, as if the sum of those individual parts was something more. [ Read More ]
08/28/2014

CSG Announces New Agreement with Leading Latin American Mobile Operator

A top Latin American Mobile Operator recently signed a new agreement with CSG International to support its next-generation data and analytics capabilities. [ Read More ]
08/28/2014

Etihad Airways Expands its Al Ain Contact Center, Opens a New Facility in the UAE

UAE airline Etihad Airways expands contact center capabilities to provide improved customer experiences. [ Read More ]
08/28/2014

CGS Receives ISO 9001 Certification

Recently, CGS received ISO 9001:2008 certification for its United States and Romania Contact Center quality management systems. According to the company, this certification came along after an independent registrar thoroughly evaluated the company. [ Read More ]
08/28/2014

Jive Software Upgrades JiveX External Community Platform

Attracting and retaining customers is not as easy as you may think, even with all the latest communication technologies. The main problem is that so many companies have learned the tricks so there is cut throat competition to gain customer attention. [ Read More ]
08/28/2014

Booking.com Commits to West Michigan Contact Center

Michigan continues to be a prime location for contact center location and expansion. [ Read More ]
08/28/2014

Businesses: Ignore the Customer Experience at Your Own Peril

The customer experience is a hugely vital part of any business operation. Whether the customer is a regular person at the retail level or a business at the consulting level, the kind of experience the customer has while dealing with a business will often frame that customer's reaction to the idea of doing business with that company in the future. So how do businesses get that perfect customer experience that keeps customers coming back for more? [ Read More ]
08/27/2014

Social CRM Isn't an Option

Since the emergence of social media as a pseudo-legitimate form of communication (I say pseudo because of the varied, sometimes questionable, uses of such platforms, and also because of the injection of advertising in them), the issue for businesses has been how to effectively integrate the social channel into their existing customer contact technologies. [ Read More ]
08/27/2014

Forecast Shows Increased Business Activity in Call Centers Market

Global Industry Analysts, Inc., (GIA), a publisher of off-the-shelf market research, stated that its new global report on call center markets titled, "Call Centers: A Global Strategic Business Report" has revealed the revival of the global economy and an increase in business activity will help increase spending for call centers around the globe. [ Read More ]
08/26/2014

Hinduja Global Solutions Receives High Buyer Satisfaction Ratings

Hinduja Global Solutions Limited (HGS), a company that offers customer relationship and business process management solutions, recently announced that it scored highly on all parameters related to buyer satisfaction in Everest Group's annual report on the Contact Center Outsourcing (CCO) - Service Provider Landscape with PEAK Matrix Assessment 2014. HGS has also been positioned as a "Major Contender" in Everest Group's 2014 PEAK Matrix assessment. [ Read More ]
08/26/2014

Omnichannel Gets a Little Moxie

With a focus on SaaS, Moxie is actively looking at tools being applied to the entire customer journey. Moxie provides high volume interaction online for customers and aims to address "omnichannel" communication and offer shoppers a consistent experience. [ Read More ]
08/26/2014

Video Responses: A Secret Key to Customer Engagement

Marketing has become all about brand building and customer engagement. And while virtual PBX and VoIP are connecting businesses to their customers today like never before, there are still other ways to reach out to customers that make just as big an impact. Almost every business has a social media presence through which it interacts with customers all the time. The latest strategy has been to use personalized videos to reach out to customers as it is visually more appealing than other media. [ Read More ]
08/26/2014

Choosing the Right Metrics to Measure Customer Service

Customer service is constantly evolving due to technological advancements and changes in the needs and expectations of customers. To meet these changing preferences, it is important for call centers to stay on top of the performance of its employees and one of the ways to do so is use the right metrics for evaluating performance. Unfortunately, many managers today choose the wrong metrics to evaluate employee performance and to measure customer service, so they end up incurring more cost for the… [ Read More ]
08/25/2014

Measure the Right Customer-facing Metrics, and Ensure Agents are Equipped to Achieve Them

Contact center metrics need to measure appropriate results and agents need the right tools to achieve them. [ Read More ]
08/25/2014

Orlando Utilities Commission, Customers Both Benefit from Unify IVR Tech

With its selection of Unify offerings, the Orlando Utilities Commission has been able to save money and improve customer service. [ Read More ]
08/25/2014

Contact Center Solutions Week in Review

As the wealth of news and insights in the Contact Center Solutions Community attests this week what is typically called "The Dog Days of Summer," in the Northern Hemisphere is a mischaracterization. There was plenty to report on to say the least. [ Read More ]
08/23/2014

Interactive Intelligence Foundation to Raise Funds for At-risk Youth

Interactive Intelligence Foundation fund raiser for at-risk youth to feature IndyCar driver Ed Carpenter. [ Read More ]
08/22/2014

Australian Consumers Vent more online about Poor Customer Experiences

Australian consumers are more inclined to express their customer service views online than those in UK and US. [ Read More ]
08/22/2014

Interactive Intelligence Campaign Donates Over 500 Goats to Impoverished Communities

In late 2011, customer experience solutions provider Interactive Intelligence launched a very interesting campaign to get executives to speak with their sales people. In conjunction with international charity Oxfam, if you met with Interactive Intelligence, Oxfam would donate a goat to a needy family in an impoverished community in one of the many developing world countries where it operates. [ Read More ]
08/21/2014

What To Do When Your Customer Experience is Unsatisfactory

Ever since the recording by an angry Comcast customer of his less-than-wonderful attempt to just cancel his cable service went viral a few weeks ago, the Internet has been flooded with similar recordings. [ Read More ]
08/21/2014

Cellcom Israel Aims to Improve the Quality of Contact Center Customer Experiences

Cellcom Israel looks to improve contact center experiences in line with Israeli Ministry of Communications (MOC)concerns. [ Read More ]
08/20/2014

Rimini Street Honored with Stevie Awards for Outstanding Customer Service and Communications

Enterprise software support services firm Rimini Street wins three Stevie Awards for outstanding customer experiences. [ Read More ]
08/20/2014

Avaya and T-Systems Expand Relationship

Avaya partnership extends Avaya UC and contact center capabilities across Europe. [ Read More ]
08/20/2014

CallTrackingMetrics Introduces Call Keyword Spotting

CallTrackingMetrics' new keyword spotting helps advertisers better manage inbound calls coming from campaigns. [ Read More ]
08/20/2014

Service Turns Smartphones into Full-Featured Call Centers

Although some VoIP and cloud-based services may offer competitive prices similar to what BatCrab offers, the complexity of some systems may be unnecessary for all small businesses. Often, the smallest of operations are the ones most strapped for time and money, so it only makes sense that they would want something simple to set up that is also effective. [ Read More ]
08/20/2014

MediCare Customers 'Satisfied' with Their Services

MediCare International, a company that offers flexible medical insurance plans, recently claimed that 95 percent of its customers are either very satisfied or satisfied with their overall service experience. The company recently did a survey to identify any loopholes in their customer service. [ Read More ]
08/20/2014

Are You Optimizing the Customer Experience?

How do you measure the customer experience? Is it based on whether or not you end the interaction in a sale, the number of customer complaints you get or feedback that truly captures the voice of the customer? It is an ongoing challenge to measure the customer experience and examine whether your assessment is based on internal measures or information gleaned from the customer base. [ Read More ]
08/20/2014

Interactive Intelligence PureCloud Ups the Ante in Customer Experience and Collaboration Solutions

It is not very often that a technology solution that is poised for general availability can be viewed as likely to raise the competitive stakes in a market. That said, when a company bets big and appears to have already changed the way customers and competitors discuss market evolution, as Willy Loman in Arthur Miller's masterpiece play Death of a Salesman says, "Attention must be paid!" Such is the case with Interactive Intelligence PureCloud, which as the name says, is pure cloud since it is m… [ Read More ]
08/20/2014

TantaComm Clears PCI DSS V3.0 Certification

In order to safeguard its customers' credit cardholder personal information, TantaComm, a provider of customer interaction recording, compliance, and performance management solutions, completed its annual certification to PCI DSS V3.0 standard. Also the company has added HIPAA Compliance to its suite of offerings. [ Read More ]
08/18/2014

Star2Star Communications Announces Release of StarCenter SMART

Star2Star Communications, makers of the world's most scalable cloud communications solution, has released StarCenter SMART (StarCenter Monitoring Alerting & Reporting Tool) and other new features for their advanced call center solution. [ Read More ]
08/18/2014

Smaller Ops Can Now Add Text Messaging to Customer Service

It stands to reason that customer-facing organizations would look to social, email, Web and other methods to augment traditional channels. [ Read More ]
08/18/2014

Contact Center Solutions Week in Review

The Contact Center Solutions Community had a global look and feel. Plus, despite some news online you may have seen about contact center job eliminations in some ailing vertical markets in the U.S., the realities are the community is experiencing robust growth including in North America as the need for organizations of all sizes to improve their customer experience capabilities is encouraging C-levels to invest in technologies that can do so. [ Read More ]
08/16/2014

Voxilla Ranks Software Providers with the Most Support for Agents

Call centers are continuously evolving in the modern business world, and their software providers are gearing up to meet the challenges with relevant VoIP solutions. Call center software accelerates the performance of call centers and allows companies to increase market share and profitability. [ Read More ]
08/15/2014

IntegrityNet Unveils IntegrityPCI

IntegrityNet, a provider of software solutions for contact center operations, stated that its newly released IntegrityPCI can act as an optimal alternative for contact centers that are looking for means to comply with the latest PCI-DSS 3.0 requirements. [ Read More ]
08/15/2014

Customer Experience Software Receives US Government Certification

A global customer experience software and services provider announced this week that a U.S. military technology testing organization has certified the latest version of its IP communications software suite. [ Read More ]
08/14/2014

Click With Me Now Adjusts Its Focus to Target Call Centers

Businesses that have a call center commonly come to depend on this particular portion of the business as a means to make contact with the community and keep interested customers coming back for more. It's customer service, conflict resolution, and even a bit of market research in one. But there are commonly problems in the call center-as there are in most any business-and recent startup Click With Me Now is turning its focus from its original focus of the normal user to its new focus of improvin… [ Read More ]
08/14/2014

Panelists Take a Hard Look at What Customer Engagement Means Today

Today's businesses face increasing challenges for customer engagement and service, as consumers expect excellence across all channels. But before businesses tackle these new obstacles, it's important to understand exactly what service-level expectations exist in today's market. [ Read More ]
08/13/2014

Atento Hiring More Call Center Workers in Guatemala

In Guatemala, a company named Atento just announced that it wants to create around 1,200 new jobs by the end of the year. [ Read More ]
08/13/2014

transcosmos Introduces Contact Center Solution with Enriched SMS Features

transcosmos, inc. will soon offers an internally developed contact center solution called Contact-Link, with enhanced SMS (Short Message Service) features. [ Read More ]
08/13/2014

More Call Center Jobs Moving Back to the US

When companies first started outsourcing call center operations to India, followed by other places in the world, the cost of doing business there was much cheaper than it is today. As these countries continued to develop, the high cost overseas is making many companies reconsider the downside of doing business there. While in the past they might have overlooked customers that complained about the cultural differences, today those complaints are taken to heart, which has resulted in more of them … [ Read More ]
08/12/2014

Interactive Intelligence Expands Asia Pacific Headquarters

Interactive Intelligence, a global provider of call center technologies and software solutions, has announced it is planning to expand its Asia-Pacific headquarters in Kuala Lumpur, Malaysia to a larger facility. [ Read More ]
08/11/2014

Princeton Township in New Jersey Opens Call Center for Residents

The Township of Princeton New Jersey has opened Access Princeton, a call center designed to simplify the way residents interact with their government. [ Read More ]
08/11/2014

MarketsandMarkets Predicts Customer Experience Management Market Growth

MarketsandMarkets, a global market research and consulting company, forecasts the Customer Experience Management Market to grow from $3.77 billion in 2014 to $8.39 billion in 2019. This represents a Compound Annual Growth Rate (CAGR) of 17.3 percent from 2014 to 2019. [ Read More ]
08/11/2014

Massachusetts to Begin Next Generation 9-1-1 Deployment

The availability of multiple touch points now allows individuals the ability to communicate with text, voice and video using smartphones, tablets and PCs. As the adoption rate of these technologies continues to increase by the majority of the population, the Federal Communications Commission (FCC) has laid the groundwork for the implementation of Next Generation 9-1-1 (NG911) by wireless carriers nationwide. [ Read More ]
08/11/2014

Customer Experience Reps Charged with Saving the World

There is no shortage of need for experience customer service programs and agents. Call centers and individuals who handle customer concerns are the backbone of organizations, and many industry leaders are beginning to see them as more than just a necessity for handling complaints. With the aid of modern relationship management software, they help other departments drive revenue and keep customers coming back time and time again to purchase products. [ Read More ]
08/11/2014

Ireland Financial Services Poised to Invest, Spend in Coming Years

A recent study of the financial services market in the U.K. and Ireland reveals that companies' top priorities have shifted from cost cutting to improved customer service. This suggests that finance businesses will begin spending more and improving their customer service as a result of their increasing willingness to focus on that segment of the industry. [ Read More ]
08/11/2014

TouchCommerce Unveils TouchStore

Helping retailers and enterprises with retail locations to provide personal assistance through mobile services, TouchCommerce introduced a new solution named TouchStore. This is expected to bring in more footfalls into a store and enhance customer engagement. [ Read More ]
08/11/2014

NetSapiens to Showcase New Contact Center Solution at ITEXPO Las Vegas 2014

Specifically, NetSapiens will show its latest contact center solutions with new advancement in innovative SNAPsolution software to serve CLECs, ISPs, WISPs, Broadband/Cable Providers, Managed Services Providers, and others. According to the company, the new contact center solutions will deliver rich features that will allow any service provider with comprehensive tools to support carrier class contact centers. [ Read More ]
08/11/2014

Contact Center Solutions Week in Review

To say that the news in the Contact Center Solutions Community covered a broad spectrum of community interests and activities might be a gross under-statement. Topics included such things as compliance, security, speech recognition implementations, scripting and a host of other really interesting developments. [ Read More ]
08/09/2014

IntegrityNet Intros Level 1 PCI-DSS Compliance Software for Contact Centers

IntegrityNet has designed new software called IntegrityPCI, which helps companies' credit card voice transactions and recordings to comply with PCI-DSS. [ Read More ]
08/06/2014

Selfridges Selects Synthesio to Improve Customer Relations

Selfridges has selected Synthesio to enhance customer experience. [ Read More ]
08/05/2014

ResponseTek's Listening Platform Selected by Zain Group

ResponseTek, a company that provides enterprise Customer Experience Management (CEM) software solutions, recently announced that its Listening Platform has been selected by Zain Group, a telecommunications operator across the Middle East and Africa, to power its multi-channel, multi-country customer experience program. [ Read More ]
08/05/2014

Interactive Intelligence Contact Center Software Integrated with New Version of CallScripter App

One of the more interesting but relatively obscure parts of the contact center solutions industry is that of creating scripts for agents. With so much attention paid to using technology to automate (i.e., reduce cost while increasing performance) things like hiring, training and scheduling agents it can be overlooked that those agents need a great script. [ Read More ]
08/05/2014

Domo CEO Highlights Need for Call Center Metrics Planning

Call centers can generate a lot of data, but it's useless unless companies are willing to measure the right data and act on it, according to Domo CEO Steve Wellen. [ Read More ]
08/05/2014

Call Center Jobs Coming to America

Numerous call center jobs have been sent overseas in recent years, but now a number of those jobs will be returning stateside. Customers in America are demanding quick and seamless call center service, not to mention social media customer service applications. With the increase in demand, the American supply is set to increase. [ Read More ]
08/05/2014

Interactive Intelligence Reports Q2 2014 Results- Keeps Eyes on the Long-Term Prize

Indianapolis, IN-based global customer experience software and services company Interactive Intelligence Group released its financial results for the second quarter of 2014 (Q2) ended June 30, 2014. And, in line with a call with financial analysts a few weeks ago, the results were below earlier in the year expectations. Thanks to slippage in the on-premises business and longer sales cycles on some large orders in the growing cloud part of the business, revenue recognition for the Q2 and for the … [ Read More ]
08/05/2014

APAC Customer Services to Create 50 New Jobs

APAC Customer Services, Inc., a company that offers customer care outsourced services and solutions, recently announced its plan to strengthen the workforce in its Utica, NY service center. [ Read More ]
08/04/2014

What it Takes to Deliver a Superior Customer Experience

Hardly a day goes by without a posting on how delivering a superior customer experience (CX)has become a top, if not the top, priority of enterprises around the world. Organizations of all sizes are implored to make investments in information technology, including leveraging omni-channel capabilities, big data and sophisticated analytics, to enhance customer experiences as the best path forward for assuring the delivering of differentiated and sustainable value. Such investments are also seen as… [ Read More ]
08/04/2014

SHL Telemedicine Subscribers Have Low Risk of Hospital Readmission

Personalized medicine is gaining popularity as patients worldwide realize the benefits being actively involved in their own treatment. Telemedicine is a viable option for such patients. [ Read More ]
08/04/2014

Ovum Publishes Case Study Featuring ACMG's Use of Nexidia Interaction Analytics

For long, companies have depended on traditional data sources like CRM, ACD or billing systems to understand customer behavior and device strategies accordingly. But the advent of big data made them realize they needed to have a better system in place to make sense of the huge volume of data at their disposal. [ Read More ]
08/04/2014

IBM Unveils Analytics and Workforce Science

This is the age of the empowered employee. A smarter workforce not only saves time for the company, but it also reinvents the way word done, doing much more than a mere job. [ Read More ]
08/04/2014

Chicago Based Religious Organization Awards InterCloud Systems $550,000 Contract

A religious organization based in Chicago has awarded InterCloud Systems a $550,000 contract to complete professional services and associated work by year-end 2014. [ Read More ]
08/04/2014
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