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CUSTOMER NEWS

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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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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Employee Advocacy: Becoming the Amazon of Your Industry

By: Erik Linask    8/25/2017

While Amazon already has its standard affiliate program pushing its seemingly infinite list of products, this is an extension of the program to specif…

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Why Employee Advocacy Should Be Part of Corporate Marketing Strategy

By: Erik Linask    8/24/2017

Employees have been an untapped resource for business marketing and brand initiatives, despite the steady growth of social marketing and content distr…

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NICE InContact Name SpiceCSM Newest DEVone Member

By: Maurice Nagle    8/23/2017

Recently, SpiceCSM became the newest member of inContact DEVone development program to aid in enhancing the NICE inContact CXone customer engagement p…

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Ban-Koe, myHRcounsel Partnership Addresses Compliance

By: Paula Bernier    8/23/2017

To help businesses more easily address compliance, Ban-Koe Companies and myHRcounsel have joined forces.

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Nexidia Analytics Answers Cries for Contact Center Efficiency

By: Maurice Nagle    8/22/2017

CSU Contact selected NICE's cloud-based Nexidia Analytics solution to boost contact center efficiency, and the results speak resoundingly. The Brazili…

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How to Succeed as a Contact Center Agent

By: Paula Bernier    8/22/2017

Here's a quick rundown of some tips on how contact center agents can best serve their customers, their employers, and - ultimately - themselves.

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Atmos Rides Cloud to Product of the Year Award

By: Maurice Nagle    8/22/2017

CallCabinet's Atmos cloud call recording and agent evaluation solution was named a 2017 Communications Solutions Product of the Year. CallCabinet Atmo…

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NICE Compliance Center Comes to Market

By: Maurice Nagle    8/21/2017

Today, NICE unveiled the NICE Compliance Center, a fully compliant call recording solution for the contact center industry, which brings together end-…

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NICE Compliance Center Comes to Market

By: Maurice Nagle    8/21/2017

Today, NICE unveiled the NICE Compliance Center, a fully compliant call recording solution for the contact center industry, which brings together end-…

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Unstructured Content: An Untapped Fuel Source for AI and Machine Learning

By: Special Guest    8/21/2017

Would you choose where to go on vacation if you could only access 10 to 20 percent of the reviews and information on a travel website? If you do, you …

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ZOOM International Unveils Omnichannel Search Engine

By: Paula Bernier    8/21/2017

ZOOM International has come out with a new tool that enables contact center managers to find and analyze omnichannel interactions via a few mouse clic…

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Call Recording Week in Review: Vertafore, CallMiner, Verint & More

By: Maurice Nagle    8/19/2017

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: Fonolo, NewVoiceMedia, Verint & More

By: Maurice Nagle    8/19/2017

The contact center serves on the front line of customer service. Equipped with an arsenal of omni-channel contact center solutions, the space is chock…

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Employee Advocates - Your Untapped Marketing Resource

By: Erik Linask    8/18/2017

As a business, if you're engaged on social channels with customers and prospects - and if you're not, you should quickly examine your engagement strat…

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DYL Teams Up With Vertafore to Improve Agent Experience

By: Alicia Young    8/18/2017

In an attempt to further improve the call center process, DYL has taken measures to fully integrate with Vertafore, one of the most popular insurance …

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Fonolo Call-Back Now Available to Talkdesk Users

By: Maurice Nagle    8/17/2017

This week, Fonolo announced that its cloud-based call-back solutions are available to Talkdesk-powered contact centers, and are coming soon to AppConn…

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Emergency Services Call Recording Goes Omnichannel

By: Maurice Nagle    8/17/2017

Verint unveiled Verint Recording for Public Safety, an omnichannel recording solution more than capable of keeping up with the digital age.

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The Importance of Reporting & Analytics in Call Monitoring

By: Alicia Young    8/16/2017

One of the key components needed for successful call monitoring is reporting and analytics. Recording all calls is step one when it comes to collectin…

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NewVoiceMedia Names New President & COO

By: Maurice Nagle    8/16/2017

NewVoiceMedia named Dennis Fois President and Chief Operating Officer. With Fois joining the team, he brings with him over 25 years of experience, whi…

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Monet Brings WFM to Salesforce Service Cloud

By: Alicia Young    8/16/2017

Monet Software has integrated its WFM solution into Salesforce Service Cloud. According to the announcement, "Seamless integration between the two eff…

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Nine Points to Keep in Mind when Monitoring Calls

By: Alicia Young    8/15/2017

According to The Call Evaluation Model, which is a registered trademark of Resource International, there are nine key ingredients on which to base a c…

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CallMiner Speaks the Language of Business

By: Maurice Nagle    8/15/2017

Customer engagement analytics firm CallMiner announced multi-language support to provide its speech analytics services around the world. As of today, …

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Devlin Joins ZOOM International

By: Paula Bernier    8/15/2017

Communications industry veteran Bill Devlin has taken over as vice president of worldwide product management at ZOOM International. This news comes le…

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Credit Card Company Chooses Verint Customer Engagement Solutions

By: Maurice Nagle    8/14/2017

Today, a leading credit card company announced the implementation of a number of Verint contact center solutions to transform operations and arm agent…

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