Contact Center Solutions Featured Articles

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

Pindrop to Discuss 'Human Hacking' at Black Hat USA 2014

Phone fraud prevention company, Pindrop Security, has been selected to perform a special presentation at Black Hat USA 2014, the annual security conference that, this year, will take place in Las Vegas. [ Read More ]
08/04/2014

Comcast Employees, NewVoiceMedia Weigh in on Viral Comcast Service Call

It has been a couple weeks since Ryan Block tried to cancel his long-standing contract with Comcast. It has also been a couple weeks since Block''s recording of that call went viral and all manner of businesses, news sites, individual bloggers, and social media participants began speculating why the Comcast customer service representative would act in a hostile manner toward someone who simply wanted to cancel his account. [ Read More ]
08/04/2014

Looksery Enables Face to Face Communication Capabilities for Call Centers

Now call centers can handle calls face to face (though avatars) with their customers. Looksery, a company that provides face tracking and modification technologies for real-time video messaging, has made its unique technology available for call centers. This software takes the call center communication to the next step by providing the much needed personal visual interfaces to the entire call process. [ Read More ]
08/01/2014

China Mobile Jiangsu Selects Nuance Communications

China Mobile Jiangsu Branch has selected Nuance's speech and Natural Language Understanding (NLU) technology as to enhance the experience of callers who need service support from the company. [ Read More ]
08/01/2014

Israel HFC Call Center Fields Citizen Concerns Amidst Rocket Fire

The Home Front Command call center is a bastion of safety and information for Israeli residents in this current time of fighting with groups such as Hamas and the rocket fire pummeling the country. [ Read More ]
08/01/2014

Acqueon U-Nexis Now Integrates with UCCX 10.5

Acqueon Technologies is a developer of software solutions for the customer collaboration industry. The company recently announced the availability of its U-Nexis, an outbound solution for the new Cisco Unified Contact Center Express 10.5 platform. [ Read More ]
07/31/2014

Prime Benefits of CRM for Reps, Can Enhance Call Center Support

Today's call centers pursue quality customer service and strive to meet clients' expectations through implementing effective performance criteria. With customer satisfaction in mind, they make it a priority to provide excellent support consistently to every client that contacts the center. [ Read More ]
07/31/2014

Micromax Invest in Brocade Ethernet to Power New Virtualized Data Center

Micromax Informatics, an India-based mobile handset manufacturer is, according to an IDC research, one of the Indian vendors that has powered the Indian smartphone market surge in 2013. With 16 percent market share in India and a strong presence in neighboring South Asian countries, the company is giving multinational mobile companies like Nokia and Samsung a run for their money. Having established itself as the second-largest smartphone player in India, the company is seeking a larger share of … [ Read More ]
07/31/2014

How A Complaining Customer Can Be Your New Best Friend

It's the kind of thing that's seldom thought of, particularly in the customer service field. There's a great opportunity in every complaining customer to make a new friend for the business, one that follows the brand, one that's willing to offer powerful word of mouth advertising, and one that's willing to stick with a business for life. But like all opportunities, it takes effort and diligence to realize, and there are some techniques to remember in order to turn that complaining customer into … [ Read More ]
07/30/2014

eGain Signs Definitive Agreement to Acquire Exony

eGain, a provider of customer engagement solutions, is soon to acquire Exony Limited, an innovative contact center software provider. [ Read More ]
07/30/2014

UK Businesses Ignore Social Media Potential

Social Media is a very important form of communication in this digital age. Worldwide, people interact and socialize on platforms such a Facebook and Twitter each day. Strangely enough, many of companies, at least those in UK, have not woken up to the potential of social media communication, according to a report published by Webhelp UK. [ Read More ]
07/30/2014

Sitel Makes Presence Known in Global Customer Care BPO Space with Top ISG Ranking

Sitel, a company that handles outsourced customer services for some of the world's top brands, has been named a Top 10 Outsourcing Service Provider by Information Services Group (ISG). [ Read More ]
07/30/2014

ORC Deploys SpeechStorm's Phone-based IVR Survey Solution

ORC International is a market research firm devoted to conducting a large amount of research on behalf of its clients. The company has recently deployed SpeechStorm's Interactive Voice Response (IVR) phone-based solution to easily conduct employee engagement research surveys, without spending too much costly paper and web-based methods. [ Read More ]
07/30/2014

3C Contact Services' Solutions Benefit Existing Client

3C Contact Services, North America's provider of contact center solutions for small- and medium-sized businesses, recently announced that its solutions have greatly benefited an existing client in the publishing industry. The officials from 3C Contact Services said the client has improved its customer retention rate by 33 percent as well as customer save rate by 43 percent. [ Read More ]
07/30/2014

Rimhub Holdings, Inc. Acquires Systems Integration

Rimhub Holdings has announced that the company has acquired Systems Integration, Inc. (SII), a company that provides contact center and IT help desk infrastructure solutions to U.S. Government agencies and commercial enterprises. The company also provides contact center and help desk systems. [ Read More ]
07/29/2014

California Association of Realtors Enhances Responsiveness with Interactive Intelligence

In the contact center solutions community, we hear so much these days about improving the customer experience and doing so with the additional objective of reducing costs. Contact centers after all are the front lines of customer interactions. Being able to be more responsive is key, along with taking advantage of state-of-the-art communications to dramatically reduce operating expenses. [ Read More ]
07/29/2014

Logitech's USB headset H570e to Enhance the UC Experience

With workplaces constantly changing, there has been an accelerated demand for software and headsets; while the transition to a softphone is almost automatic, the search for a good affordable headset that's tuned to unified communications platforms isn't easy. However, Logitech has a new comfortable one lined up that might just suit their needs-the USB headset H570e. [ Read More ]
07/28/2014

Talk2Rep Partners with Lighthouse Works

Talk2Rep, Inc., a national business process outsourcing (BPO) provider based in Florida, has entered into a strategic partnership with Lighthouse Works. This partnership offers improved job opportunities for people who have poor visions. [ Read More ]
07/28/2014

Contact Center Solutions Week in Review

The Contact Center Solutions Community this past week once again delivered an eclectic mix of industry recognition, news about job opportunities/or lost ones, industry growth, new capabilities and some trend spotting. [ Read More ]
07/26/2014

Cairn Housing Association Deploys Netcall's Customer Engagement Suite

Cairn Housing Association has chosen Netcall's customer engagement suite to improve the way it interacts with customers. The not-for-profit Scottish organisation has intentions to enhance its service delivery by using social media analysis and engagement capabilities, for the first time ever. [ Read More ]
07/25/2014

Inflow Communications Partners with Brocade Communications and Aerohive Networks

Inflow Communications has been a provider of both strategic consultative services and the installation of ShoreTel business VoIP phone systems and HD video conferencing, with unified communications integration, since 1997. The company's unique combination of consultation and post-installation service has set the company apart from competitors in the business VoIP system and video conferencing market. [ Read More ]
07/25/2014

AT&T to Layoff 188 Workers in Illinois, Offering Transfers to Nearby Locations

A recent news report from The State-Journal Register in Springfield, Ill., says the AT&T call center in Springfield will soon close, transferring its work and workers to other Illinois locations. [ Read More ]
07/25/2014

Lowe's Opens New Customer Support Center

Lowe's, a home improvement company serving approximately 15 million customers in the United States, in collaboration with the State of Indiana and the City of Indianapolis is ready to open a Customer Support Center in Indianapolis. This new Customer Support Center will create up to 1,000 new jobs by 2016. [ Read More ]
07/24/2014

Contact Centers in Africa-Engaging Citizens and Engine for Economic Development

The recognition of the value of modern contact centers is a global phenomenon in terms of enabling governments to better engage and serve their citizens and as a driver of economic growth. This has been exemplified over the years by the enormous impact of the contact center business in places like the Philippines and India, and is of growing importance in Eastern Europe and the Middle East. And, now it can and should be Africa's turn according to Christopher Bell, Interactive Intelligence's Chan… [ Read More ]
07/24/2014

Interactive Intelligence INTERACTIONS 2014 Draws 2,200-Plus Attendees from 42 Countries

It is always a sign of company health, and typically an indicator of overall market vitality as well, when an annual gathering of customers, partners and leading industry subject matter experts by a recognized industry continues to expand. A case in point is customer experience solutions provider Interactive Intelligence's recently concluded INTERACTIONS 2014. [ Read More ]
07/24/2014

Aviva Augments Operations with New Vodafone Contract

When a vendor has been supplying a company for 17 years, that's no small feat, particularly in these days of rapid change and economic turmoil. But the association between Vodafone and Aviva has been going on that long itself, and is set to continue as Aviva, the global insurance firm, brings back Vodafone to set up a new array of communications services to keep the company on the leading edge of contact capability. [ Read More ]
07/24/2014

Poll Finds Call Centers Willing to Adopt Skype for Some Uses

A poll conducted by Call Centre Helper in the U.K. has found that contact centers might be willing to use the popular VoIP service Skype for some customer service tasks. [ Read More ]
07/24/2014

Agero Adding More Than 100 People to Florida Call Center

Agero, a company that assists people who are calling in with a need for road side assistance, has just announced that it plans on hiring more than 100 new employees over the next 12 months. The company will likely add those contact center employees to the 500 that are located at a call center in Sebring, Florida, according to the Highlands Today. [ Read More ]
07/24/2014

COLA Relies on Interactive Intelligence

One of the real benefits of next generation customer interactions solutions is their ability to fully support employees, anywhere, any time and all the time if necessary. In short, a business disruption at a physical location, even headquarters, for any length of time does not mean you are literally out of business. In fact, in an always on/all ways on connected world, having your "front line" people available to customers as well as other employees and ecosystem partners is an absolute necessit… [ Read More ]
07/24/2014

Computer Instruments Unveils 2.0 of Screen Pop Premium

Software manufacturer Computer Instruments Inc, CI, unveiled its latest version, Release 2.0 of Screen Pop Premium (SPP), a productivity tool that will improve and enhance organization and save their valuable time. [ Read More ]
07/23/2014

BenchmarkPortal Awards Center of Excellence Certification to Brother International

The Brother International customer contact center has recently earned Center of Excellence certification from BenchmarkPortal, a contact center research and consulting organization. [ Read More ]
07/23/2014

Aragon Research Names Altocloud a Hot Vendor

Altocloud, a software company, recently announced that Aragon Research, a technology-focused research and advisory firm, has named the company a Hot Vendor in Sales Enablement, in its new report: Hot Vendors in Sales Enablement, 2014. [ Read More ]
07/23/2014

Presence Technology Partners with Interactive Connect

Presence Technology, a provider of Multi-Channel Contact Center solutions that enable Contact Centers to optimize resources and improve communication process efficiencies, and Interactive Connect, LLC, a voice and data managed services and solutions provider, have announced new partnership. [ Read More ]
07/22/2014

Fonolo: Say Goodbye to Nerve-Wracking Hold Times

Anyone who has had to wait on hold knows how frustrating it can be; you either have to put up with listening to snippets of songs or music (that you'd rather not hear) or endure long periods of silence not knowing what's happening at the other end. Tech Cu, a credit union in the Silicon Valley, decided to give its call center customers a better experience by replacing nerve-wracking hold times with a call-back solution. [ Read More ]
07/22/2014

El Centro de CenturyLink Celebrates its Thirtieth Anniversary

As CenturyLink travels down memory lane and relives its thirty years of existence, it has many reasons to be proud of its achievements. Realizing how important the Hispanic market was, committed employees, with support from the company, established a bilingual call center to provide in-language customer service to the company's Spanish-speaking customer base. After this, "El Centro de CenturyLink" was born, and from then on, there was no looking back. [ Read More ]
07/21/2014

Contact Center Solutions Week in Review

It was another eclectic week in the Contact Center Solutions Community to say the least. Not only were there nice to not new capabilities offered, jobs to be had and industry recognition, but there was also a number of items on trends and a large dose of helpful advice. [ Read More ]
07/19/2014
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