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CUSTOMER NEWS

Ventana Research Deems Envision Hot Vendor

By: Paula Bernier    9/25/2017

Envision is listed as a Hot Vendor in the new Ventana Research Value Index Report for Workforce Optimization.

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Call Recording Week in Review: Verint, CallApp, Masergy & More

By: Maurice Nagle    9/23/2017

Call recording is far more than just quality assurance; from training and sales, to compliance and customer service, a robust call recording system is…

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Contact Center Solutions Week in Review: Twilio, NICE inContact, & More

By: Mandi Nowitz    9/23/2017

Contact Center Solutions was chock-full of excitement this week. CXone had the Summer 2017 unveiling while Twilio Studios introduced a new app. Along …

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NICE inContact Names Newest DEVone Member, Intradiem

By: Maurice Nagle    9/22/2017

Continuing to expand its DEVone developer program and CXexchange marketplace, NICE inContact announced the newest member to both: Intradiem. Now, the …

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NICE inContact Names Newest DEVone Member, Intradiem

By: Maurice Nagle    9/22/2017

Continuing to expand its DEVone developer program and CXexchange marketplace, NICE inContact announced the newest member to both: Intradiem. Now, the …

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Verint Opens Ears to Voice of the Customer

By: Maurice Nagle    9/21/2017

This week, Verint was spotlighted in the recently released "The Forrester Wave: Customer Journey Analytics Visioning Platforms, Q3 2017" as a "Strong …

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Employee Advocacy: Does it Work?

By: Erik Linask    9/21/2017

A successful employee advocacy program has to be managed properly, and has to promote personalization and authenticity.

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Twilio Studio Visualizes Customized App Creation

By: Paula Bernier    9/21/2017

Twilio has introduced a new tool that enables users to build customer service solutions without coding.

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Call Recorder Creates Holistic Caller Management

By: Maurice Nagle    9/21/2017

CallApp announced Call Recorder, a completely free caller ID and Spam blocker. In downloading the CallApp application, users can take advantage of the…

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CXone Summer 2017 Release Ready to Impress

By: Maurice Nagle    9/19/2017

Recently, NICE inContact unveiled the CXone Summer 2017 release, which comes equipped with cloud-powered workforce optimization tools, coupled with au…

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Masergy Gets PCI Compliance Certification

By: Paula Bernier    9/19/2017

Masergy announced that, for the twelth time, it received the PCI Compliance Professional Services certification.

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Call Recording Week in Review: Semafone, MiFID II, NICE & More

By: Maurice Nagle    9/16/2017

Call recording is far more than just quality assurance; from training and sales, to compliance and customer service, a robust call recording system is…

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Contact Center Solutions Week in Review: Zipwhip, Elision & More

By: Mandi Nowitz    9/16/2017

Contact Center Solutions is having a booming week from Zipwhip gaining a large investment to a dynamic IVR solution by Ecosmob. We have it all covered…

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Ecosmob Announces Dynamic IVR Solution

By: Mandi Nowitz    9/15/2017

Ecosmob has announced a powerful new IVR solution designed for global enterprises to accommodate changing business and customer service needs.

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nFusz Releases New Video CRM Version

By: Paula Bernier    9/15/2017

nFusz Inc. recently came out with version 3.0 of its notifiCRM solution. This offering marries customer relationship management with interactive video…

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Elision Technolab Unleashes Cloud Contact Center Solution

By: Maurice Nagle    9/15/2017

Elision Technoloab LLP has announced a new cloud contact center offering, Dialshree. This marks the Indian firm's first foray into the cloud contact c…

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NICE Powers Texas Text-to-911 Recording Solution

By: Paula Bernier    9/15/2017

Brazos Valley Council of Governments in Texas has called on NICE to supply its NICE Inform record and management reproduction solution.

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Zipwhip Wins $22.5 Million Investment Towards Business Text Growth

By: Mandi Nowitz    9/13/2017

Seattle-based startup Zipwhip has just landed $22.5 million dollars in funding for its business text messaging platform.

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AI Can Help Meet MiFiD II Requirements

By: Paula Bernier    9/13/2017

MiFiD II requires more than just call recording. It also requires businesses to actively monitor calls. And AI can help them do that in an efficient a…

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HelloSpoke Builds on Enghouse Contact Center Solution

By: Maurice Nagle    9/13/2017

Today, contact center solution provider, Enghouse Interactive, announced that VoIP provider HelloSpoke is set to unveil a new cloud contact center ser…

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Semafone Appoints New CFO

By: Maurice Nagle    9/13/2017

This week, Semafone announced the appointment of John Donaldson to the position of Chief Finance Officer (CFO) to build off of the impetus from the pa…

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Bright Pattern Brings Monet WFM Into the Fold

By: Maurice Nagle    9/13/2017

Today, Bright Pattern announced the addition of Monet WFM to its partner ecosystem with out-of-the-box integration. The addition gives agents and mana…

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Red Cross Hiring Call Center Temps in Louisville for Harvey Relief

By: Mandi Nowitz    9/11/2017

The American Red Cross in Louisville, Kentucky is looking to hire temporary call center representatives to assist with Hurricane Harvey relief attempt…

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BT Group Employs NICE to Revive Contact Center

By: Mandi Nowitz    9/8/2017

The BT Group has done away with Legacy WFO Solutions and opted to employ NICE as a way to revitalize its contact center.

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MAXIMUS Outfits Government Agencies with Virtual Assistants

By: Paula Bernier    9/8/2017

MAXIMUS Intelligent Assistant powered by Interactions enables callers to speak normally to virtual assistants to get the information they seek.

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EdgeMarc Skype for Business Edition Intelligent Edge Makes the Grade

By: Maurice Nagle    9/8/2017

Today, Edgewater Networks unveiled the EdgeMarc Skype for Business Edition Intelligent Edge - EdgeMarc 7301. The new release builds on EdgeMarc's long…

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Portugal Amends Data Retention Period for Call Recording

By: Mandi Nowitz    9/8/2017

Seven years after a decision was made regarding call center retention times in Portugal, an amendment has changed it all to extend the time periods dr…

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NICE inContact Enhances AI with AnswerDash Addition

By: Maurice Nagle    9/8/2017

NICE inContact announced AnswerDash as the newest member of the NICE inContcact DEVone Developer Program. In joining the program, AnswerDash brings wi…

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How to Optimize Marketing & Sales in a Changing Digital Landscape

By: Special Guest    9/8/2017

The time for half-measures has passed. We've crossed the threshold into a digital-first marketing and sales landscape. Tomorrow's winners will be thos…

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Vidyo Visual Communiations App Available in NICE inContact's CXexchange

By: Mandi Nowitz    9/8/2017

Vidyo's VidyoEngage is now available on the CXexchange Marketplace, for NICE inContact users, to aid in creating the best face-to-face interactions.

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5 Steps for Improving the Customer Service Experience

By: Mandi Nowitz    9/8/2017

Customer service is changing dramatically as customer expectations are evolving.. The next five years will be a game changer when it comes to an optim…

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5 Reasons Call Center AI Won't Replace Agents

By: Mandi Nowitz    9/7/2017

When it comes to Call Centers, many have begun to worry that when they call in, a robot or digital persona will be the one to guide them, as opposed t…

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Time to Integrate CRM and Contact Center

By: Maurice Nagle    9/6/2017

In order to see true contact center success, each component at play - agents, contact center technology, management, CRM and more - must be working in…

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The Increasing Necessity of Click-to-Call for CRM Solution Efficiency

By: Special Guest    9/6/2017

In the highly competitive - and rapidly evolving - world of customer relationship management, the ability to shrewdly and accurately weigh the merits …

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Customer Loyalty Program - Can you Engage Customers with Custom Tokens?

By: Special Guest    9/6/2017

Nearly every type of business offers a customer reward program to its customers for their support and engagement. The reason behind customer loyalty p…

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A Wide Variety of Communications Recording Applications

By: ASC Horizons    9/5/2017

Customer service, quality assurance, regulatory compliance, public safety - these functions drive the need for comprehensive communications recording …

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Call Recording Week in Review: Hurricane Harvey, Dubber and BroadSoft, CallMiner and Voxbone

By: Erik Linask    9/2/2017

The truth is businesses never know what situations may arise that would benefit from being able to access recorded calls, but each week, new ways comp…

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How to Keep Improving Customer Satisfaction

By: Paula Bernier    9/1/2017

By evaluating agents, call centers can keep customer satisfaction, KPIs headed in the right direction.

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Call Recordings Can Be Customer Service Tools

By: Erik Linask    9/1/2017

Even in businesses where recordings are mandated, their uses can extend beyond simply storing them for compliance with local and national regulations …

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How to Interview Call Center Candidates

By: Paula Bernier    9/1/2017

Targeted questions and role play are the most effective ways to assess call center agent candidates.

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Delta Air Lines to Engage Customers Via Video Chat

By: Mandi Nowitz    9/1/2017

Delta Air Lines has decided to implement video chatting when it comes to taking some customer service calls.

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How Active Call Monitoring Addresses Harvey Flooding and Other Emergencies

By: Paula Bernier    8/31/2017

Active call monitoring allows emergency service organizations to prioritize calls for help.

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BroadSoft Embeds Dubber Call Recording

By: Paula Bernier    8/31/2017

BroadSoft is embedding Dubber call recording technology in its BroadSoft Business unified communications as a service.

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Your Content Marketing Will Be Right for Someone, but Not Everyone

By: David Reimherr    8/31/2017

To be effective with content marketing, you have to do more than just put generic content out there. That means putting your thoughts, feelings, and o…

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Weathering the Storm With Cloud Communications

By: Paula Bernier    8/29/2017

Cloud-based communications help in the event of unexpected situations such as severe weather events.

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Benefit Management Solutions Aims for Customer Satisfaction via NewVoiceMedia

By: Mandi Nowitz    8/28/2017

Benefit Management Solutions is taking charge of its customer and business interactions by enlisting NewVoiceMedia and ContactWorld for Service with t…

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Voxbone and CallMiner to Merge

By: Mandi Nowitz    8/28/2017

On August 24, it was announced that resolution seeking company, CallMiner, and Voxbone had joined forces in one of the best possible mergers, no extra…

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Voxbone and CallMiner to Merge

By: Mandi Nowitz    8/28/2017

On August 24, it was announced that resolution seeking company, CallMiner, and Voxbone had joined forces in one of the best possible mergers, no extra…

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Contact Center Solutions Week In Review: NICE, SpiceCSM, & More

By: Mandi Nowitz    8/26/2017

This week, Contact Center Solutions was all about making sure that customer engagement was on the forefront while technology is consistently making st…

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Call Recording Week in Review: CallCabinet, Zoom, NICE & More

By: Maurice Nagle    8/26/2017

Call recording is far more than just quality assurance; from training and sales, to compliance and customer service, a robust call recording system is…

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