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Contact Center Solutions Featured Articles

Interactive Intelligence Wins Contact Centre Association of Zimbabwe (CCAZ) Service Excellence Awards

The Zimbabwe Service Excellence Awards is organized and managed by the Contact Centre Association of Zimbabwe (CCAZ), in partnership with other governmental agencies in the country. The CCAZ promotes the customer service industry in Zimbabwe and provides standardization for operators with profession assessment, accreditation and certification. [ Read More ]

Why Quality Audio is Critical for Great Contact Center Customer Experiences

Reading a customer's tone is incredibly important for contact center workers. It is one thing to have the very important capability for administrators to have key word spotting, but it's even more crucial for frontline customer care agents to understand the nuances of real-time voice. [ Read More ]

How Contact Centers Can Survive the Holiday Rush

Three easy steps to follow to better predict and fix problems contact center challenges before they become major issues. [ Read More ]

Ashley Vukovits Honored Among Indianapolis Business Journal's Women of Influence

The Indianapolis Business Journal (IBJ) has named Interactive Intelligence's chief financial officer (CFO) Ashley Vukovits among its 2015 Women of Influence. She and 19 other IBJ influential women were honored at a breakfast at Indiana Roof Ballroom Nov. 5. [ Read More ]

Waiting on Hold is Now Newsworthy

If you are like me, there are few things more aggravating then calling a contact center and being placed on hold. Putting aside companies that refuse to provide any information other than "We are sorry for the delay, our operators are busy helping other customers," , i.e., give not indication as to when you will be taken or if there is an option for a callback, the music they play gets real old real fast. To put this in a way that does not include four letter words, that is time spent I will not… [ Read More ]

Frost & Sullivan Name Interactive Intelligence Best Latin American Contact Center of 2015

When it comes to finding a way to offer up the best contact center solutions in the world, a number of companies have taken a number of different approaches. Industry analyst Frost & Sullivan believes that Interactive Intelligence is one Latin American contact center doing things the right way. The company recently received the analyst's Company of the Year award. [ Read More ]

Interactive Intelligence Results Highlight Cloud Success, R&D and Marketing Emphasis

Readers are aware that the financial results of Interactive Intelligence Group Inc. have been a good barometer for both the company's performance and industry trends. The company has released its financial results for its third quarter and first nine months, ending September 30, 2015, with a focus on industry trends. [ Read More ]

Australian Businesses Put Customer Experience ahead of Revenue Focus

Accenture study finds Australian businesses embrace putting the customer first as top priority as success will follow. [ Read More ]

Conquering Six Challenges in Deploying a Multichannel Contact Center

If you are an SMB that is part of that 50 percent, and possibly more important if you are not but know you need to move on this, the forthcoming webinar Six Challenges of Deploying a Multichannel Contact Center and How to Beat Them, to be held Tuesday, November 10, 2015 | 11:30 AM EST (3:30 PM EST) is an event you may not wish to miss. [ Read More ]

Blackboard's Kentucky Contact Center Draws More Praise

Blackboard, a leading education technology company, announced an increased partnership with the Appalachian Regional Commission (ARC), alongside its Student Services Contact Center in Somerset, Kentucky. [ Read More ]

MaritzCX Opens Office in Sydney

MaritzCX, the customer experience that was established last year following the combination of Allegiance and Maritz Research, today announced it has opened an office in Sydney to serve its clients in Australia and New Zealand. JAX Tyres, PTV, and Qantas are existing customers of MaritzCX in that part of the world. [ Read More ]

Zillow Debuts Premier Agent Mobile App

Online real estate listing service Zillow Group has announced that it a new mobile app, Premier Agent, to make real estate agents more efficient, according to GeekWire. [ Read More ]

Fintech Kenya Partners with Interactive Intelligence on Contact Center Solution

Contact center solutions are growing in the Middle East and Africa, as illustrated by the news that Fintech Kenya has partnered with customer experience solutions provider Interactive Intelligence. [ Read More ]

Frost & Sullivan Awards Interactive Intelligence as EMEA Company of the Year

Interactive Intelligence recognized by Frost & Sullivan in EMEA for second consecutive year. [ Read More ]

NAVIS Releases Narrowcast Vacation Rental Edition

NAVIS, provider of integrated hospitality sales and marketing solutions, has announced their Narrowcast Vacation Rental Edition, a platform specifically designed to manage vacation rental properties globally. [ Read More ]

One of the Biggest Hazards to U.S. Emergency Systems is Right Behind You

What would it mean if a city saw a 28 percent increase in its 911 calls received over a three-year period? For the San Francisco Department of Emergency, it meant major call center congestion until it finally found the root cause of this new flood: butt dials. [ Read More ]

StatesideBPO to Provide The Sheffield Group Clients with Contact Center Services

StatesideBPO using able-bodied and disabled vets to provide The Sheffield Group with outsourced contact center services. [ Read More ]

Interactive Intelligence PureCloud Service Available Throughout Europe

Interactive Intelligence has announced that PureCloud, with the addition of its latest customer engagement cloud service, PureCloud Engage, is now available throughout Europe. [ Read More ]

Royal Caribbean Selects Citrix Mobile Contact Center Workspaces Worldwide

There is an old saying that goes something along the lines of "wherever I am is where you will find me." It happens to be particularly relevant in an era where providing a compelling customer experience is a significant and growing means for providing differentiated value, and where connecting with the best resource to resolve customer issues is paramount. And, in a world where distributed workforces, particularly contact center agents and support people can be literally physically anywhere and … [ Read More ]

Radish Systems' Visual Directory Drives Quicker Calls and Customer Satisfaction

Radish Systems, a provider of mobile and enterprise software best known for its emphasis on visual communications, has launched the ChoiceView Visual Directory as part of its Voice with Visuals product suite. Businesses that choose to implement the solution are able to offer customers a more intuitive and pleasing experience when navigating through the organizational hierarchy to reach the department or employee they're looking for. [ Read More ]

Automating Contact Center Strategic Planning

Contact centers are transforming to be, not just interaction, but also information hubs for improving the customer experience. In an omni-channel, always-on and in all ways connected world, contact center administrators are increasingly looking for tools that ensure they're using resources efficiently and effectively. [ Read More ]

Home Group Reaping Benefits from Combined Contact Center Solution from TSG and Nintex

Social services provider Home Group benefits from combined contact center and workflow solution from TSG and Nintex [ Read More ]

Making Your Contact Center a Profit Center

We all know the history of what we used to identify as "call centers." They were originally created to handle the volume of customer inquiries and complaints by dedicated customer service agents to assure issues were handled without the need for intervention by executives and other staff. They were viewed as a costly but necessary evil. [ Read More ]

InMoment's Active Listening Suite Allows Businesses to Uncover the Truth of Customer Issues

InMoment recently announced the availability of its Active Listening Suite (AL), an analytics tool capable of processing speech from 90 different languages. It will allow contact center agents to give more helpful consultation, instead of canned responses from a script. [ Read More ]

Vocalcom to add Twitter Integration to Contact Center Software

Vocalcom to add Twitter integration to its contact center software to enhance omnichannel capabilities. [ Read More ]

FEMA Contracts with AT&T to Improve Contact Center Success Rates when Disasters Occur

AT&T with Interactive Intelligence as sub-contractor wins four year FEMA contract to improve disaster responsiveness. [ Read More ]

New Ovum Report Ranks Interactive Intelligence Among Market Leaders

It is always nice to get industry recognition, especially when it is about being innovative and responsive and comes from independent industry analysts themselves recognized for the depth and quality of their research. Indianapolis, Indiana-based customer interactions solutions providers, for those who visit this site frequently, has a tradition of picking up awards from globally respected industry research outfits, and it recently added to its impressive list with the announcement that it has b… [ Read More ]

What's Hurting the Contact Center Most? Report says IT Issues

Call Center Helper and NewVoiceMedia survey finds IT issues are hurting contact center performance. [ Read More ]

Verint Award Underscores Importance of Providing Compelling Customer Experience

Verient award for best practices in APAC by Frost & Sullivan highlights importance of customer experience globally. [ Read More ]

Upstream Works for Finesse Recognized with UC Quality and Innovation Award

Upstream Works for Finesse wins TMC Labs award for unified communications (UC) innovation. [ Read More ]

The Philippines to Remain Dominant even as Omnichannel Experiences become Critical

Frost & Sullivan highlights why momentum and talent will keep The Philippines dominant outsourcer. [ Read More ]

Intercom's New Message Goals Email Marketing Tool

Outbound contact centers enhanced tracking of email remains critical for enhancing the customer experience. [ Read More ]

TouchPoint One Launches Performance Football Challenge for Top Global Contact Center Teams

We in the tech industry love our jargon to an extent that many times can be an obstacle to success rather than an enabler. One of the terms that is unfortunately over-used and has been for a few years now is "game changer." For some reason it is used as an alternative when people don't wish to characterize something that is also over-used, the word "disruptive." [ Read More ]

Contact Center in Africa Helping To Educate Citizens on Ebola

Contact center in Sierra Leone upgraded to help people deal with Eobla [ Read More ]

It's Called a 'Contact Center' for Good and Bad Reasons

There is an old saying about the necessity of learning something new every day. And, while maybe not completely new, a gentle reminder to behave in a manner that is more productive or enjoyable is never a bad thing. I think two such reminders might be worth sharing since they relate directly to the subject of improving the customer experience in general and the value of enhanced contact center engagements specifically. Let me explain. [ Read More ]

Interactive Intelligence's Financial Results Show Big Moves in the Cloud

Whether using cloud-based tools or offering these to other businesses, the kind of efficiency and flexibility cloud-based tools can offer has proven to be a big boost for many companies. Interactive Intelligence, meanwhile, recently released its second quarter earnings report, as well as its report for the last six months, and a big boost seemed the order of the day. [ Read More ]

F&S Offers Advice for Buyers, Sellers of Cloud Contact Centers in EMEA

Cloud contact center providers need to keep in mind the specific industry vertical, regional, and size requirements of their target customers as they put together their products and go-to-market strategies. And buyers should take a structured approach to selecting a cloud contact center provider as they look to find the best fit in what's become a sea of suppliers. [ Read More ]
07/28/2015's Nexus Contact Center Software Wins Prestigious Award's cloud-based Nexus platform wind 2015 CUSTOMER Contact Center Technology Award. [ Read More ]

Interactive Intelligence Appoints New CFO and COO

Interactive Intelligence appoints Ashley Vukovits CFO and Bill Gildea to new position of COO. [ Read More ]

Contact Center Growth Creates Systems Integration Complexity for IT

Deloitte survey finds CIOs need to work more closely with business partners to integrate omni-channel and IT systems. [ Read More ]

Marken Launches Investigator Survey Contact Center

When the words "contact center solutions" come to mind, first thoughts tend to be about their inbound functions. This is normal since the experience most of us have with contact centers is when we have a question answered or a problem resolved. However, while the outbound use of such centers for sales and marketing may not be viewed as being as important, they most certainly are. [ Read More ]

Hosted and Cloud Contact Centers Becoming Increasingly Popular in Australia

Frost & Sullivan report finds the Australian contact center market is transitioning to hosted and cloud solutions. [ Read More ]

Enterprise Collaboration Lessons Learned from Building with Lego

Sometimes it takes stepping back from our preoccupation with all things high tech to appreciate that insights about its applicability can be gained from our own personal experience using low tech capabilities. To this point, I was struck by a recent blog by Gina Clarkin, Senior Manager, Solutions Marketing at customer engagement and unified communications (UC) and collaboration solutions provider Interactive Intelligence. The blog, Lessons from Lego: Confessions of an enterprise collaboration ad… [ Read More ]

How Cloud Contact Centers Increase Business Agility

When it comes to looking at big industry trends, it is always important to get beyond the hype and into the details. This is particularly true for those responsible for transitioning/transforming contact centers to be more agile. The reality is that we live in what I have labeled "The Age of Acceleration." [ Read More ]

Social Collaboration Tools are More Important to Businesses than Ever

SAP SE study done by IDC highlights the value of leveraging social media. [ Read More ]

Sennheiser Integrates Call-Control Functionality With the new Cisco Jabber Version 11.0

Sennheiser integration its call-control with Cisco Jabber Version 11.0 to make unified communications easier. [ Read More ]

Promero Gets Zoho's Approval for Integration of Zoho CRM with Oracle Contact Center Anywhere

ZohoCRM approves the phone bridge integration with Oracle Contact Center Anywhere hosted by Promero. [ Read More ]

Stratos Connected Card Start-Up Gets High Marks for Customer Experience Satisfaction

There is an old saying that, "You can't teach an old dog new tricks." However, in the mission critical area of improving the customer experience that is now at or near the top of C-level priority lists around the world, that phrase could be altered to, "A new dog can teach an old dog new tricks." A good example of this comes from Ann Arbor, Michigan-based next generation mobile payment solutions company Stratos, Inc., with the announcement that it has maintained a consistent 93 percent satisfact… [ Read More ]

Avtex Wins Interactive Intelligence Chairman's Award

Avtex, a provider of customer experience software and consulting services, recently announced that it has received the Interactive Intelligence Chairman's Award. [ Read More ]

North American Bancard Wins Interactive Intelligence's Best Help Desk/Tech Support Team Award

Troy, Michigan-based North American Bancard (NAB), an industry leader in credit card processing and provider of the PayAnywhere Storefront and mobile point-of-sale solutions, announced that its customer service and mobile and tech support teams won customer experience solutions provider Interactive Intelligence's Best Help Desk/Tech Support Team Award. [ Read More ]

Gartner, 1to1 Media Give Customer Excellence Award to Mountain America Credit Union

Mountain America Credit Union serving 525,000 members in five western states recognized for innovation in customer insight. [ Read More ]

Mattersight Survey Suggests Emotion, Personality is Important in Customer Service

Mattersight survey finds customers' desire for more emotionally satisfying customer service interactions. [ Read More ]

Eastern Bank Taps Nuance to Replace Security Questions with Voice Biometric Authentication

Contact center issues regarding authentication of those calling to do a transaction have been mushrooming. 2014 was a good year for fraud, and all of the data breaches involving the compromising of personal information, already have made 2015 a better one for the bad guys and possessing our sensitive info makes it that much easier for them to call as us. [ Read More ]

Interactive Intelligence Positioned as a Leader in the Magic Quadrant for Contact Center Infrastructure

For everyone in the contact center solutions industry, or any technology sector for that matter, getting positioned in one of Gartner Group's Magic Quadrant reports in that upper right hand corner, Leaders, is extremely coveted. It is why Indianapolis, Indiana-based customer interactions specialists Interactive Intelligence is rightfully proud of having been positioned in the Leaders quadrant in the Gartner 2015 Magic Quadrant for Contact Center Infrastructure, Worldwide report. [ Read More ]

Jacada Visual IVR Arrives to Bring Simpler Interactions to Interactive Intelligence's Marketplace

Normally when the term "interactive voice response" (IVR) comes up, attaching the term "visual" to it makes less sense than it should. An IVR system sounds at first blush like an audio-only tool, but as it turns out, adding visuals to the proceedings can be a huge help, particularly in mobile. With that in mind, Jacada's release of the Visual IVR system onto the Interactive Intelligence Marketplace is a move that should prove welcome. [ Read More ]

Comings & Goings: Former Indiana Governor Mitch Daniels Elected to Interactive Intelligence Board of Directors

There is an old saying about judging people and organizations by the company they keep. Using that saying as a metric has proven to be a pretty good indicator for business success. In fact, the quality of people with stewardship responsibilities of companies has always been an important consideration of investors. The makeup of the board of directors matters. This is true regardless of the stage of development of any organization. [ Read More ]

2015 Customer Service Ratings Applaud Supermarkets, Boo TV and Internet Service Providers

The advent of the Internet and, later, mobile devices has made customer service more important than ever for businesses and organizations in a wide range of industries. Customers increasingly expect and demand fast, convenient and high-quality service; and will likely take their business elsewhere in its absence, making it a central aspect of businesses' competitive strategy. [ Read More ]

Interactive Intelligence's Ninth Consecutive Year of Happy Employees

Interactive Intelligence managed to land in position 14 on Indiana's 2015 Best Places to Work list, taking its slot in the "major companies" category. [ Read More ]

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]

Interactive Intelligence Q1 2015 Financial Results; Cloudier Skies is a Good Thing

As has been the case for the last several quarters, customer interaction solutions provider Indianapolis-based Interactive Intelligence Group continues to see the cloud as the silver lining for its continued growth. It is a belief amplified in the financial results it reported for Q1 2015. [ Read More ]

China's Contact Center as a Service Market Jumps 10 Percent in Six Months

Anytime the Chinese market is considered in a particular industry the numbers blow everyone else out of the water, and with close to 1.5 billion people, that is to be expected. And while the country is still developing, it is rapidly catching up to first world markets by implementing the latest information and communications technologies (ICT) solutions. The new report from IDC about the Chinese contact center as a service (CCaaS) market highlights this fact. According to its latest survey, whic… [ Read More ]

Thomas Cook Moves Workforce Management to the Cloud with NICE WFM Solution

Leisure travel group operator Thomas Cook has completed a significant migration to the cloud. The company has moved its on-premise NICE Workforce Management (WFM) solution to the cloud in the hopes of becoming more competitive and responsive to customers while also reducing ownership costs. [ Read More ]

Interactive Intelligence Launches PureCloud Services in Australia and New Zealand

The rolling thunder of Interactive Intelligence enhancement and globalization of its PureCloud Amazon Web Services (AWS)-based, multitenant enterprise-grade collaboration, communications and customer engagement software and cloud services solutions continues to pick up speed. [ Read More ]

Altocloud Jumps in the Smyths Toys Toybox to Bolster E-Commerce Presence

Those not immediately familiar with Smyths Toys can be forgiven, particularly if they don't live in the U.K or in Ireland, where Smyths Toys has at last report 80 stores to its credit. But Smyths Toys might well be easier find thanks to a new connection with Altocloud, which will bolster Smyths Toys' online presence and make e-commerce that much easier to carry out. [ Read More ]

US Contact Center Jobs Continued to Increase in the First Quarter of 2015

The number of new U.S. contact center jobs was on the rise in the first quarter of this year, according to a jobs4america report. [ Read More ]

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]

The FCC Hits AT&T With the Largest Privacy and Data Security Enforcement Action to Date

A breach that took place in AT&T call centers in Mexico, Colombia and the Philippines didn't make much news when it happened; but what brought it to light was the settlement the company made with the FCC. [ Read More ]

Enghouse Interactive CRM Connecter 1.0 Certified for Integration with SAP

The big trend in customer experience management (CEM) is enabling customer care agents to have better real-time visibility of all aspects of the customer journey. In particular this means providing the valuable information that exists in customer relationship management systems and other databases where relevant information resides. [ Read More ]

Topdown Recognized by Forrester as a Trend Setter in Customer Experience Management

Topdown recognized as leading the way in bring together CCM with digital experience delivery (DXD platorms. [ Read More ]

E-value International to Launch in Thriving Romanian Contact Center Market

According to a recent article published by The Diplomat, E-value International (EI) has opened a call center in Romania. The new facility is the latest addition to a growing contact center market in the country. [ Read More ]

Satmetrix Finds Costco, USAA, and Apple Rank Highest for Customer Loyalty

Obviously one of the most important metrics for answering the question, "so how are we doing?" when it comes to providing compelling customer experiences is customer loyalty. In fact, measuring customer loyalty in general and against competitors is critical. In a world where alternatives are always a click away, and where customer acquisition costs are much higher than retaining existing ones, reducing churn and having permission to upsell is huge. [ Read More ]

Report: Customer Service a Primary Concern for Consumers, Businesses

In the latest report from The Economist Intelligence Unit, "Creating a seamless retail customer experience," it asked consumers what exactly they want in their customer service and asked companies how they felt they deliver positive service through new technologies. [ Read More ]

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]

AsiaPay Partners with Semafone for Secure Telephone-based Payments

Asia-Pacific electronic payment service provider AsiaPay recently announced that it has partnered with Semafone, a secure payment technology developer, to allow AsiaPay customers to complete telephone-based payments in its operating regions. [ Read More ]

Cisco Brings Omnichannel Context to its Contact Center Solutions

Cisco Systems has expanded its contact center solutions with the addition of Context Service. The new cloud-based service, which Cisco is offering at no additional charge to its contact center platform customers, provides organizations with a complete view of their customers by aggregating customer information across all channels. [ Read More ]

Interactive Intelligence Launches Latest PureCloud Services

Since revelation of its Amazon Web Services (AWS)-enabled multi-tenant enterprise collaboration and communications PureCloud platform in June of 2014, customer experience solutions provider Interactive Intelligence has been right on target with the announcement of new platform functionality. In January PureCloud Directory? was announced, and the rollout continues with the announcement of its latest additions: PureCloud Collaborate? and PureCloud Communicate?. [ Read More ]

DATAMARK Infographic States Benefits of Call Center Consolidation

Business process outsourcing company DATAMARK recently released an infographic which explains the benefits call centers can receive when they consolidate and bring multiple centers into single locations. [ Read More ]

Authentify Combats Social Engineering in Contact Centers with Mobile App

There is a term that unfortunately contact center administrators have or are about to become way too familiar with. The term is "social engineering" and refers specifically to a nasty practice by the bad guys, particularly in looking for vulnerabilities to exploit in the banking sector to monetize their efforts. In simple terms, it is a fraud characterized by imposters using stolen credit card info to activate Apple Pay accounts on new smartphones and purchase high value goods. With the forthcom… [ Read More ]

Salesforce Revs Up Omnichannel with the Service Cloud Intelligence Engine

Salesforce takes wraps off Service Cloud Intelligence Engine to provide comprehensive omnichannel capabilities. [ Read More ]

Ytel Picks VoiceBase for Cloud Contact Center Speech Analytics Enhancement

It is no secret that contact centers are now intensely interested in Big Data and sophisticated analytics to improve operational efficiency, effectiveness and the customer experience. Let's face it, knowing who is saying what, when, where, why and with what result is extremely valuable. In fact, it is this need to know that has driven large volume contact centers to increasingly look to sophisticated speech analytics to give them the business intelligence they desire not just about customer inte… [ Read More ]

Carrier iQ Showcases New Capabilities at 2015 Mobile World Congress

Carrier iQ adds three enhancements for obtaining actionable business intelligence from mobile devices. [ Read More ]

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]

Interactive Intelligence Highlights Five Customer Interaction Trends to Watch in 2015

A few weeks ago collaboration, communications and customer engagement solutions provider Interactive Intelligence hosted a jam-packed webinar called What's New for Contact Centers in 2015 and Why it Matters. If you missed this event, you can still watch and listen to the archived version, and it is highly recommended to say the least. [ Read More ]

Teleperformance Wins Frost & Sullivan Award for Product Leadership in Chile

Work with BBVA cited as Teleperformance Wins Frost & Sullivan Product Leadership in Chile award. [ Read More ]

Avtex Achieves Interactive Intelligence Platinum Elite Partner Status for 2015

Avtex once again an Interactive Intelligence Platinum Elite Partner. [ Read More ]

Interactive Intelligence Expands Presence in Canada

For Indianapolis-based communications, collaboration and customer engagement solutions provider Interactive Intelligence, the North American (NA) market has been a mainstay since the company's release of its first product in 1997. And, as the company has become one with a truly global footprint, business in NA has been good. [ Read More ]

First Contextual Marketing Platform is Launched by hybris

hybris contextutal marketing platform runs on SAP HANA to better presonalize customer intereactions. [ Read More ]

Birch Communications Receives Center of Excellence Recognition for the Third Time

The disruptive conditions in today's telecommunications industry has dramatically increased the level of competition as new players challenge established businesses. While the number of service providers continues to increase, the battle for the same number of customers has intensified. This has introduced parity in their price and product offerings, which is leading them to differentiate themselves by delivering better customer service. [ Read More ]

Accanto's Customer Experience Experiment Calls For Mobile Service Users

On an academic level, most of us know that the overall customer experience is one of the most important things a business can focus on. Keeping track of just what the customer thinks about the whole experience allows a business to make modifications to that experience as needed, making for a better overall experience and customers who are more likely to stay with that business. In a bid to help improve that customer experience, the folks at Accanto Systems are launching the Customer Experience E… [ Read More ]

Interactive Intelligence Q4 2014 Earnings Highlight Continued Growth for Its Cloud-based Solutions

Interactive Intelligence Q4 2014 Earnings show momentum for cloud-based customer experience solutions. [ Read More ]

Frost & Sullivan Recognizes Interactive Intelligence for Strong Contact Center Growth

Last year customer experience solutions provider Indianapolis, IN-based Interactive Intelligence, ended the year with a host of industry accolades both international and local which ranged from being innovative to being a great place to work and for giving back to the community. The company has picked up where it left off as research firm Frost & Sullivan, based on its ongoing analysis of the contact center systems market, has recognized Interactive Intelligence with the 2014 EMEA Frost & Sulliv… [ Read More ]

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]

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