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CUSTOMER NEWS

Twilio Reportedly Readying Contact Center API Bundle

By: Paula Bernier    2/21/2018

Rumor has it that Twilio is planning to unveil an API bundle that makes it easier for developers to create contact center solutions. TechCrunch has re…

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Retail Disruptor Mavatar Participates in The Blockchain Event

By: Gerald Baldino    2/20/2018

Last Thursday, the cryptocurrency community gathered in Ft. Lauderdale for The Blockchain Event, a two-day conference collocated alongside ITEXPO desi…

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Monet Software Touts Benefits of Complete WFM/WFO

By: Paula Bernier    2/20/2018

Cloud-based call recording and workforce management solutions are helping to transform contact centers. Such solutions enable these organizations to m…

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Genesys Brings PureCloud to New Markets

By: Paula Bernier    2/20/2018

Genesys is expanding the PureCloud solution it first introduced back in 2016. It's extending this cloud-based internet telephony offering in various g…

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RAD-INFO Offers Tips for Sales Success

By: Paula Bernier    2/20/2018

Selling is increasingly difficult. But, sales people can get customers' attention, forge relationships, and break through the noise. And, at ITEXPO la…

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Upstream Appoints a New SVP, Worldwide Sales

By: Mandi Nowitz    2/16/2018

Andy McDonald has been appointed Senior Vice President of Worldwide Sales at Upstream Works. The announcement was made Wednesday, February 14 by the O…

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How Well is Your Omnichannel System Performing?

By: Mandi Nowitz    2/15/2018

Businesses are doing what needs to be done to improve customer experience. This includes offering an omnichannel experience as opposed to the old-fash…

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Yorktel, Workfront Discuss the Importance of Workflow

By: Paula Bernier    2/14/2018

The words automation, collaboration, and digital and unified communications are used a lot in tech and telecom these days. But, what they're really al…

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Focusing on the Value of Chatbots at ITEXPO

By: Gerald Baldino    2/14/2018

Chatbots are rapidly expanding across the business communications landscape, as consumer demand grows for fast and efficient customer service interact…

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Leavitt Offers Tech Companies Marketing Tips

By: Paula Bernier    2/13/2018

Old marketing tricks no longer work, says Angela Leavitt, founder and chief of Mojo Marketing. That's changing the game for marketing folks at tech co…

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Amadeus: Delivering an Exceptional Customer Experience

By: Special Guest    2/13/2018

The hospitality division of Amadeus delivers next generation business solutions based on open, cloud technology for hospitality organizations and offe…

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Optimizing Customer Feedback in the Workplace

By: Mandi Nowitz    2/13/2018

Management must ensure its employees are bringing up surveys as an option and not an obligation.

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A Sentimental Journey: Unified Office and Customer Sentiment Analysis at ITExpo

By: Cynthia S. Artin    2/13/2018

TCNIQ uses AI and data mining to detect and analyze sentiment and keywords in recorded phone calls.

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It's All Hands on Deck to Drive Successful Upgrades

By: Amy Downs    2/12/2018

According to Invesp, customer acquisition cost (CAC) is five times more expensive than retaining an existing customer. In order to offset CAC, it's im…

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Organizations Find the Visually Impaired Can Be a Valuable Call Center Resource

By: Special Guest    2/12/2018

Businesses and organizations looking to outsource call center and email support are finding expert help in an often overlooked place - right here in t…

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Contact Center Solutions Week in Review: Margot, LumenVox, and More

By: Mandi Nowitz    2/10/2018

Contact Center Solutions was all about making life easier through artificial intelligence (AI) and it went all the way to wine selection. If you did n…

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So You Want to be A Call Center Agent

By: Mandi Nowitz    2/9/2018

If you are considering working as an agent in a call center, there are a few job requirements that every potential candidate needs to consider before …

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DDV a Certified LumenVox Partner

By: Mandi Nowitz    2/9/2018

LumenVox and Digital DataVoice (DDV) announced DDV is now a LumenVox Skills Certified Partner.

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How Amazon is Changing Brick-and-Mortar Retail

By: Gerald Baldino    2/7/2018

Amazon Go is a major advancement, as customers don't even need to scan items or even take out a phone. The store's sensors communicate with the Amazon…

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How WFM Helps Call Centers Work Smarter

By: Paula Bernier    2/7/2018

Twenty percent of contact centers still use spreadsheets for forecasting and scheduling. That's a very inexact and manually-intensive way to handle th…

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Passage.AI Joins NICE inContact DEVone

By: Paula Bernier    2/7/2018

Passage.AI has joined the NICE inContact DEVone program. The Passage.AI application is integrated with NICE inContact Cxone. This new DEVone member pr…

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Margot Makes Wine Selection Easy

By: Maurice Nagle    2/7/2018

Picking the perfect wine is not always easy. With all the innovation taking place in areas like artificial intelligence (AI), automation and more, put…

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Joe Pulizzi Talks Hot Topics from Content Marketing World 2017

By: David Reimherr    2/5/2018

Joe Pulizzi, otherwise known as the godfather of content marketing, is the founder of Content Marketing Institute, a world-leader in education and org…

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Contact Center Solutions Week in Review: Aspect, BBX, and More

By: Mandi Nowitz    2/3/2018

Contact Center Solutions saw everything from artificial intelligence to a new cloud contact center solution. There was also the offering of tips on ho…

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How WFO Removes Contact Center Friction

By: Paula Bernier    2/2/2018

Removing customer friction should be a core goal for businesses in today's day and age. Monet Software's Chuck Ciarlo says workforce optimization solu…

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BBX Introduces Cloud Contact Center Solution

By: Paula Bernier    2/1/2018

BBX Technologies has come out with a cloud-based contact center solution called Vuesion Sky. This adds to the company's portfolio, which already featu…

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Salesforce, Sabio, eGain Join Avaya AI Effort

By: Paula Bernier    2/1/2018

Avaya has welcomed three new members to its A.I. Connect initiative. The newcomers are eGain, Sabio, and Salesforce. The companies will contribute the…

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Minimize Customer Churn: Take Personalization to the Next-Level

By: Special Guest    1/31/2018

Consumer appetite for intelligent home technologies is likely to continue its rapid growth, making gifts such as Wi-Fi enabled thermostats the most so…

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Are You a Hugger or Handshaker? The Answer Will Determine Your Sales Success

By: Special Guest    1/30/2018

I greet the people I care about with a hug. It doesn't matter if it is my wife, my friend, my co-worker, or my customer. A hug communicates something …

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Aspect Key Ingredient to Cable Industry Customer Service Success

By: Maurice Nagle    1/30/2018

Reaping the rewards of a cable industry contact center revolution is Aspect Software, as it boasts recent number of cloud workforce optimization custo…

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Discussing the Downside of Callbacks

By: Paula Bernier    1/29/2018

The benefit of callback solutions is that callers don't have to remain on hold and call centers can offload some of their traffic during peak times. B…

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Three Ways to Encourage Employee Buy-In for the Digital Workplace

By: Special Guest    1/29/2018

There's a good chance your employees aren't nearly as engaged as you think they are. In fact, a whopping 71 percent of employees are not fully engaged…

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Contact Center Solutions Week in Review: Aspect, Avtex, and More

By: Mandi Nowitz    1/27/2018

Enhancing the customer experience is the theme for Contact Center Solutions this week. It started with a North American certification and finished str…

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How to Advance Your Brand Through Contact Center Coaching

By: Paula Bernier    1/26/2018

One thing contact centers will probably want to avoid, however, is simply scoring agents and sharing those scores with that. That's the kind of thing …

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3C Connect Takes Legacy to the Cloud

By: Mandi Nowitz    1/26/2018

3CLogic revealed its latest product, 3C Connect, which seamlessly integrates legacy or on-premises telephony and CRM systems. This release is to direc…

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How Speech Analytics Can Stem Churn, Drive Opportunity

By: Paula Bernier    1/26/2018

Companies that implement speech analytics can benefit from more sales, happier customers, better first call resolution rates, and more effective agent…

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Salesforce CXone Agent Announced

By: Maurice Nagle    1/24/2018

This week, NICE inContact announced the general availability of the NICE inContact CXone Agent for Salesforce on the Salesforce AppExchange. With the …

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Avtex Buys QoS Telesys from Genesys

By: Paula Bernier    1/23/2018

Customer service solution provider Genesys has sold its QoS Telesys contact center consulting business to Avtex. The value of the deal, which was anno…

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Aspect Via Awarded PCI Level 1 Certification in North America

By: Maurice Nagle    1/22/2018

Aspect Software is taking steps to ensure the contact centers leveraging its solutions don't fall victim, and are able to support this heavily regulat…

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Your Digital Marketing Issues Might Be All About Leadership

By: David Reimherr    1/22/2018

What should you do if you're not getting the results you want from your marketing efforts? If you're like most businesses, you keep trying to find way…

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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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