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CUSTOMER NEWS

What Agents Have to Gain from AI

By: Paula Bernier    1/18/2018

IBM says AI-powered chat bots and conversational agents can answer up to 80 percent of contact center inquiries. That frees up human agents to address…

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Gig Economy Work Calls for New WFO/WFM Solutions

By: Paula Bernier    1/17/2018

The proliferation of the smartphone and the app, the rise of the cloud, and the arrival of the digital disruptor have led companies of all stripes to …

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Influencers Have Taken Over Online Video

By: Paula Bernier    1/17/2018

Influencers have taken the online world by storm, and sponsored influencer content has drawn far more viewers than the content it aimed to promote?

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Jacada Seeks to Change Face of Contact Centers

By: Mandi Nowitz    1/17/2018

Jacada announced it garnered an investment of $4.5 million from investors such as Israel Growth Partners (IGP), a Private Equity investment firm as we…

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Contact Center Solutions Week in Review: ITEXPO, Upstream, and More

By: Mandi Nowitz    1/17/2018

Between the ITEXPO in Fort Lauderdale, Florida held this week and omnichannel experiences, Contact Center Solutions was brimming with exciting news an…

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GDPR Compliance Coming Soon

By: Maurice Nagle    1/16/2018

This week, NICE announced a solution developed specifically for GDPR (GDPR Compliance Center), enabling user-friendly implementation and promises the …

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Reinventing the Customer Service Model Using Bots and Brains

By: Special Guest    1/16/2018

Digital disruption is revolutionizing industries across the globe, and customer service is no exception. According to Gartner, "By 2020, 85 percent of…

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PodOne Revolutionizing 2018

By: Mandi Nowitz    1/16/2018

PodOne is on its way to making 2018 a revolutionary year, starting by launching Qubicle ICO this week. Additionally, the company announced former Alpi…

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Why Contact Centers Using Remote Agents Need WFM

By: Paula Bernier    1/12/2018

Hiring remotely-located contact center agents has a lot of benefits. But organizations that do so will want to have workforce management solutions in …

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How to Shop for Contact Centers

By: Paula Bernier    1/12/2018

Organizations that are shopping for new contact center offerings should be sure to consider their reporting requirements and whether the solutions the…

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Biz Technology Solutions, Enghouse Interactive Align

By: Paula Bernier    1/12/2018

Biz Technology Solutions and Enghouse Interactive have joined forces to deliver more complete solutions to small and medium business customers and ent…

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New Partnership Puts AI to Work in Contact Center Solutions

By: Maurice Nagle    1/11/2018

This week, Hinduja Global Solutions and Inbenta announced a new partnership where the pairing will augment the HSG CX portfolio via seamless integrati…

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Telecommunications 2020: How Enterprises Will Get a B2C Like Customer Experience

By: Special Guest    1/11/2018

Customer experience as a business driver dates to the age of brick and mortar stores where a poor in-store experience resulted in customers shying awa…

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Next-Generation Customer Service Solutions

By: Lindsey Patterson    1/10/2018

From customers interested in taking a more active role when doing business to sophisticated tools like big data analytics, allowing for the creation o…

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Aspect Takes Aim at Channel

By: Maurice Nagle    1/9/2018

Today, Aspect Software, known for its future-forward suite of customer engagement solutions and then some, launched the Aspect Via Reseller Program. I…

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Investment Bank Turns to NICE COMPASS

By: Paula Bernier    1/9/2018

A global investment bank has tapped NICE to provide its COMPASS Communication Compliance Assurance solution. That is expected to help the organization…

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Improve Conversion Rates by Appealing to People's Emotions

By: David Reimherr    1/8/2018

Many companies believe that in order to get conversions and sales they need to focus on facts and figures. The more data they have, the more people wi…

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3CLogic, MapAnything Integration Enhances Agent Efficiency

By: Paula Bernier    1/5/2018

ServiceNow ecosystem partners 3CLogic and MapAnything have integrated their respective offerings to allow for greater call center agent productivity. …

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Lazada Leans on Aspect Software for Customer Engagement

By: Maurice Nagle    1/4/2018

Alibaba-owned Lazada selected Aspect Software as its trusted partner, with the upcoming deployment of the Aspect Unified IP 7.3 and Aspect Quality Man…

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Why Apple, Aspect Are Keen on India

By: Paula Bernier    1/4/2018

India has undergone a hugely important digital transformation. And Apple and Aspect Software are among the companies who are there to help move it for…

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AI, CTI, WFM Transform Call Centers

By: Paula Bernier    1/3/2018

Monet Software explains how AI, CTI, and WFM can transform call centers from cost centers to profit centers. AI has an array of applications in the ca…

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How Agent Training, WFM Impact CX

By: Paula Bernier    1/3/2018

In contact centers, agent training and workforce management are important in getting agents to answer calls quickly, reduce hold times, answer questio…

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Go Vertical to Meet Your New Customer Goals in 2018

By: Special Guest    1/3/2018

In this overcrowded, ultra-competitive market, you'd think you'd need a megaphone or bulletin-sized billboard to stand out. The truth is, small busine…

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NICE inContact CXexchange Builds Membership with Brand Embassy Addition

By: Maurice Nagle    1/3/2018

This week, NICE inContact announced the newest member of the CXexchange, Brand Embassy Ltd., with the new addition NICE inContact customers can take f…

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Virtual Assistants Could Generate $7.7B by 2025

By: Paula Bernier    1/2/2018

Virtual digital assistants are poised to see rapid adoption in the enterprise, according to Tractica. A new report from the company indicates more tha…

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Self-service Clear Customer Preference

By: Mandi Nowitz    12/29/2017

Despite the desire for direct and personal interaction, cell phones seem to be exempt from the notion. No longer are we rushing to answer phone calls …

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Employees as Advocates and Cheerleaders

By: Mandi Nowitz    12/29/2017

It is one thing to come aboard a new job and be referred to as a "team player," but it is quite another to feel and see the contributions that you hav…

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Bookmycab Offering Better Contact Center Ride

By: Mandi Nowitz    12/29/2017

Bookmycab.com is India's ultimate taxi reservation marketplace, government verified and available for download on both Apple and Android. The company …

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Marketers Need to Consider Contact Centers

By: Paula Bernier    12/28/2017

Calabrio study discusses rising customer expectations, the lack of necessary tools in many contact centers, and the need for customer experience effor…

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Employee Social Sharing Drives Marketing, Sales

By: Paula Bernier    12/27/2017

A new infographic illustrates the value of your employees' social media posts. According to the infographic, employee social media posts on average ge…

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LinkedIn Predictions for 2018

By: Mandi Nowitz    12/22/2017

SocialMediaToday compiled several predictions as to what could come out of LinkedIn for 2018 and with less than two weeks until the New Year; it's the…

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SpotHero Selects UJET to Improve Customer Support

By: Mandi Nowitz    12/22/2017

Since deploying UJET's customer support platform, SpotHero has seen some dramatic improvements in both costs and service quality for employees and con…

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Fixing a Few Common Contact Center Problems

By: Maurice Nagle    12/21/2017

The contact center is expected to perform like a well oiled machine, serving customers in a rapid and satisfying manner. While this is the expectation…

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Enhancing Social Media for Your Business

By: Mandi Nowitz    12/20/2017

Social media is not just for "those youngsters" anymore. In fact, it is actually a quite popular business tactic. In 2016, 74 percent of marketers sai…

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Texting Gets Its Groove Back with Enterprise SMS

By: Special Guest    12/19/2017

Short message service (SMS) started making waves in 1994. By the end of 2000, the average person was sending 35 texts per month. SMS was growing expon…

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NICE Unveils Uptivity and Brightstar Partnership

By: Maurice Nagle    12/19/2017

NICE announced the regional launch of NICE Uptivity in India, and in the same breath a new partnership with Brightstar India - a mobile device and IT …

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IDC Canada Highlights Innovation in AI

By: Maurice Nagle    12/18/2017

Today, IDC Canada singled out a handful of Canadian firms developing AI-enabled interaction solutions, labeling Zoom.ai, Flybits, Fluent.ai, finn.ai a…

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VHT, Videlica Bring Callback to EMEA

By: Paula Bernier    12/15/2017

Virtual Hold Technology's cloud-based callback solution is coming to the Europe, Middle East, and Africa region. VHT has extended its partnership with…

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Great Wolf Resorts Deploys Interactions IVA

By: Mandi Nowitz    12/15/2017

Great Wolf Resorts is deploying Interactions' Intelligent Virtual Assistants (IVA) solution to assist with guest pre-arrival to create the ultimate in…

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Great Customer Service Breeds Brand Loyalty

By: Mandi Nowitz    12/14/2017

IDC and LogMeIn conducted a study and learned what gained brand loyalty: level of customer service.

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What Call Centers Can Learn from Amazon, Starbucks & Target

By: Paula Bernier    12/14/2017

Businesses seeking to improve their call center operations may find it instructive to look at others in this arena (or other customer experience leade…

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MiFID II Compliance is Quite NICE

By: Maurice Nagle    12/13/2017

Today, NICE unveiled the Automated Voice Trade Communication and Recording System Health Check capabilities as part of the NICE COMPASS suite. The NIC…

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The Chatbots are Here!

By: Maurice Nagle    12/13/2017

This week, eXalt Solutions unveiled its new chatbot interface for its Knowledge Work-as-a-Service platform, promising to provide a rich, contextual ex…

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Gini Dietrich on Developing and Sustaining Professional Communities

By: David Reimherr    12/12/2017

Gini Dietrich is the founder and CEO of Arment Dietrich, lead blogger at Spin Sucks, co-author of Marketing in the Round, and co-host of the weekly po…

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IMImobile Brings Omnichannel Chat to CXexchange

By: Paula Bernier    12/11/2017

IMImobile's omnichannel chat technology is now available on NICE inContact's CXexchange marketplace.

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Contact Center Solutions Week in Review: SmartAction, Mitel, and More

By: Mandi Nowitz    12/9/2017

Contact Center Solutions has had a fruitful week with SmartAction added to CXexchange and Mitel promoting machine-to-person communications. In an ever…

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Linqia Releases 2018 Influencer Marketing Trends

By: Mandi Nowitz    12/8/2017

It is the last month of 2017 which means the season of predictions for 2018 is underway. Linqia released results of The State of Influencer Marketing …

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Aspect Calls for Open Lines of Communication

By: Maurice Nagle    12/7/2017

Megan Butler, a Director at the Financial Conduct Authority (FCA), while speaking at the ICI Conference earlier this week, proclaimed that far too man…

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Tips to Build Contact Center Relationships

By: Mandi Nowitz    12/6/2017

The best contact center agents are those who can build empathetic relationships with consumers, whether it is over the phone or online. Training for b…

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