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CUSTOMER NEWS

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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Success in the Contact Center

By: Paula Bernier    12/6/2017

To position contact centers for the greatest success, it's important for businesses to set and communicate both long- and short-term goals.

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Mitel Survey Promotes Machine-to-Person Communications

By: Paula Bernier    12/6/2017

Mitel survey: Seven in 10 believe machine-to-person communications can increase responsiveness and problem resolution.

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Enghouse Interactive Unveils TouchPoint Agent

By: Maurice Nagle    12/5/2017

Today, Enghouse Interactive announced the release of TouchPoint Agent, a contact center offering for Microsoft Office 365 and Skype for Business Onlin…

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SmartAction Added to CXexchange

By: Maurice Nagle    12/5/2017

This week, NICE inContact announced the newest member of the CXexchange Marketplace, SmartAction. The provider of artificial intelligence-powered self…

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Why Voice Can Make or Break CX

By: Paula Bernier    12/4/2017

Voice communications interactions can make or break a call center encounter. But, how people feel coming away from a call center experience is a resul…

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Contact Center Solutions Week in Review: Malindo, Convergys, and More

By: Mandi Nowitz    12/2/2017

The Contact Center Solutions Community was all over the map this week. From contact centers leveraging Amazon Echo and Google Home to Malindo Air upgr…

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Keeping Customer Experience the Center of Customer Support

By: Special Guest    12/1/2017

The high-tech industry has been going through turbulent times over the last few years. Industry leaders compete against both old rivals and new start-…

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Opportunity Calling-Tapping Into Disability Recruitment for Call Center Staffing

By: Special Guest    12/1/2017

Companies understand that there is no more critical point of engagement than between customers and call center representatives, yet employee turnover …

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Malindo Moves to Improve CX with Aspect Deployment

By: Maurice Nagle    12/1/2017

This week, Malindo Air announced upgrades to its contact center with the adoption of an omni-channel contact center solution from Aspect Software. The…

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What's Next for Workforce Management

By: Paula Bernier    11/29/2017

As the year comes to a close, now would seem to be an excellent time to take stock of industry trends and pontificate about what we can expect next. I…

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TMC Announces Winners of the 2017 CUSTOMER Magazine TMC Labs Innovation Award

By: TMC    11/29/2017

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced the winners of the 2017 TMC Labs I…

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The Best Free Social Media Analytics Tools for 2017

By: Special Guest    11/29/2017

Global social media marketing is now showing 37% penetration. In simpler words, there are around 2.80 billion users from all around the world, who are…

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With Convergys Artificial Intelligence, Contact Centers Can Leverage Amazon Echo and Google Home

By: Mandi Nowitz    11/28/2017

Convergys Corporation has introduced its Intelligent Voice Portal 10, part of its Conversational platform. It's designed to deliver users a human-esqu…

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Anantara Vacation Club Growing One Interaction at a Time

By: Maurice Nagle    11/27/2017

Anantara Vacation Club announced the deployment of the Aspect Unified IP contact center platform to push forward its outbound marketing and customer e…

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The Importance of Omni-Channel in Customer Engagement

By: Maurice Nagle    11/22/2017

Recent research from Silicon Valley's FICO illustrated that consumers in the United States expect a mix of live and automated communications with cred…

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Silverfleet Sells Competence Call Center to ARDIAN

By: Mandi Nowitz    11/22/2017

Silverfleet Capital has sold Competence Call Center to ARDIAN. The Belin-based CCC is a business process outsourcing providers with ambitions of expan…

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Aspect Announces New and Improved Aspect Via 17.1

By: Maurice Nagle    11/22/2017

Recently, contact center solution provider Aspect unveiled Aspect Via 17.1, enhanced with new operational and omni-channel capabilities. The complete …

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Aspect Announces New and Improved Aspect Via 17.1

By: Maurice Nagle    11/22/2017

Recently, contact center solution provider Aspect unveiled Aspect Via 17.1, enhanced with new operational and omni-channel capabilities. The complete …

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The Secret to Small Business Saturday Success? Focus on the Customer Experience

By: Special Guest    11/22/2017

The small business Super Bowl is nearly upon us. Small Business Saturday comes but once a year, and any proprietor of a small enterprise worth his or …

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How WFM Can Work for You

By: Paula Bernier    11/21/2017

Workforce management is a specific discipline in this arena. It helps companies make sure they have the right human resources in place at all times.

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Telecom CEOs Face Personal Risk When Reputation Attacks Occur

By: Special Guest    11/21/2017

When corporate reputations are damaged in today's unforgiving culture, individuals in corporate leadership take the heat as stakeholders seek satisfac…

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Foot Locker and NIKE Leveraging Employee Advocacy to Drive Customer Experience

By: Mandi Nowitz    11/21/2017

Foot Locker announced an expanded relationship with shoe company NIKE that accentuates the emerging employee advocacy trend being discovered by many b…

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Daisy Group Picks Resilient's Call Recording

By: Paula Bernier    11/20/2017

Daisy Group is offering Resilient plc's business mobile call recording solutions to its unified communications customers. That prepares the U.K. suppl…

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PDX Partners Launch Private Recording Devices for iOS Devices

By: Mandi Nowitz    11/17/2017

PDX Partners. announced its partner TeleQuery released Life Matters, a sly mobile audio recording system for Apple products. Life Matters uses in-app …

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StarTele Logic Launches New Mobile Cloud Telephony Service

By: Mandi Nowitz    11/17/2017

StarTele Logic announced it's launched a new mobile cloud telephony service to enhance services for its growing international clients. The company aim…

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Tips to Improve Call Center Scripts

By: Mandi Nowitz    11/17/2017

Call center scripts can often appear mundane, robotic, and frankly, impersonal to the consumer on the other end. The monotony of having to repeat the …

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Zendesk and Ozonetel Launch Cloud Communications Partnership

By: Mandi Nowitz    11/17/2017

Cloud communications firm Ozonetel, has announced its partnership with Zendesk, a cloud-based customer service software organization.

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Quinnipiac University Employs iPerceptions VoC Solution

By: Paula Bernier    11/17/2017

Quinnipiac University is using the voice of the customer solution from iPerceptions. Quinnipiac is a private institution 90 minutes outside of New Yor…

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Anniston Alabama Home to New viiz Call Center

By: Mandi Nowitz    11/17/2017

viiz communications announced the opening of its new call center, located in Anniston, Alabama. The employees at this center will assist viiz customer…

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Yack.net Releases Video Chat Transcription Tool

By: Mandi Nowitz    11/17/2017

UK-based Yack.net has developed a tool that records and transcribes video and voice calls, allowing users to go back to their chats for specific infor…

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CenturionCARES Releases Upgraded CARES 14.0

By: Mandi Nowitz    11/17/2017

Call centers face many challenges from high attrition rates to scheduling issues to stress put on ill-educated agents. That is where Florida-based Cen…

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Survey: Most Customers Uncomfortable with Chatbots

By: Paula Bernier    11/16/2017

A recent Kantar TNS survey indicates consumers do not have a high comfort level with chatbots. But AI, automated customer service, chatbots, and conne…

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Online Tools Calculate WFM Savings, ROI

By: Paula Bernier    11/14/2017

Teleopti now offers online WFM Savings and ROI Calculator tools for prospects, partners. The company this month announced the availability of its WFM …

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TeleWare, Pennine Partner to Provide Compliant Call Recording

By: Maurice Nagle    11/14/2017

This week, TeleWare and Pennine announced a new partnership aimed at bringing compliant call recording solutions to the channel, which will also expan…

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