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CUSTOMER NEWS

IVR and Speech Recognition Design Training Added to the ITEXPO Program in Florida

By: TMC    11/13/2017

TMC, Enterprise Integration Group and GM Voices announced an IVR and Speech Recognition Training course as a part of ITEXPO being held February 13-16,…

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Contact Center Solutions Week in Review: NICE inContact, SAP Hybris, and More

By: Mandi Nowitz    11/11/2017

Contact Center Solutions never fails to be filled with news and announcements. Aspect Software won an award while NICE inContact named Dizzion the new…

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Survey Finds Organizations Not GDPR Compliance Ready

By: Mandi Nowitz    11/10/2017

HyTrust, Inc. announced findings from its latest cloud adoption survey, which was conducted at VMWorld 2017. The survey evaluated the deployment choic…

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MyOperator Addresses SEBI Compliance

By: Maurice Nagle    11/10/2017

MyOperator is an Indian firm focused on cloud-based telephony, and recently unveiled an offering specifically for stockbrokers, which includes its cal…

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Salesforce Adds CXone Agent to AppExchange

By: Maurice Nagle    11/10/2017

NICE inContact announced the CXone Agent is now available on the Salesforce AppExchange. With the addition, users gain the ability to unify the agent …

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The Best Way for Contact Centers to Deploy Speech Analytics

By: ASC Horizons    11/10/2017

The ability to analyze every customer call has become powerful and indispensable for many industries, and it has transformed the contact center into a…

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Study Illustrates SAP Hybris Returns

By: Paula Bernier    11/9/2017

Businesses using the cloud-based SAP Hybris solution for sales and service see ROI within three years. This is according new research by Forrester Con…

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Avaya Adds New Salesforce Integrations, More to Come

By: Maurice Nagle    11/7/2017

Today, Avaya announced fresh integrations with the Salesforce Service Cloud, contact center solutions and CRM environments to enable a modern, omnicha…

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NICE inContact Names Dizzion Newest DEVone Member

By: Maurice Nagle    11/7/2017

NICE announced the newest member of the NICE inContact DEVone development program this week, as the DaaS company Dizzion joins the CXexchange. With th…

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MegaPath Passes 2017 HIPAA Compliance Audit

By: Mandi Nowitz    11/7/2017

MegaPath announced its business communications services officially passed its annual HIPAA audit. This achievement demonstrates MegaPath's dedication …

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Improving Contact Center Efficiency with RPA

By: Paula Bernier    11/7/2017

IBM in a recent blog said 85 percent of customer interactions by 2020 will be handled without a human agent.

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Aspect Asia Pacific Market Leader for Sixth Year Running

By: Maurice Nagle    11/6/2017

Today, Frost & Sullivan announced Aspect Software is the recipient of the 2017 Frost & Sullivan Asia pacific Outbound Systems Market Share Leadership …

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Influential Marketing: How to Build Relationships and Influence Clients

By: David Reimherr    11/6/2017

Influential marketing isn't about creating a campaign that makes people buy your product. Actually, influential marketing is about building relationsh…

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

By: Maurice Nagle    11/4/2017

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: Solvvy, Pegasystems, and More

By: Mandi Nowitz    11/4/2017

The Contact Center Solutions Community was brimming with news this week. Solvvy raised $12 million to fix the customer service industry while Pegasyst…

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InsideSales.com Now Stores Recordings in Azure

By: Paula Bernier    11/3/2017

InsideSales.com now allows customers take leverage Microsoft Azure to store their call recordings.

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Does Your Partner Measure Productivity by Outcome or Output?

By: Special Guest    11/3/2017

The right partner will provide you with guidance and EXPERTISE, and not just a subscription for contact center "as a service." The right partner will …

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Verint Unveils Automated Quality Management

By: Maurice Nagle    11/3/2017

This week, Verint unveiled its Automated Quality Management (AQM) solution that comes as an integrated element of the Verint workforce optimization su…

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KIVA Announces New Hosted uCC for Contact Centers

By: Mandi Nowitz    11/3/2017

KIVA Group, an omni-channel CEM/CRM software provider to financial institutions, announced its hosted Respect unified Communication Center (uCC) offer…

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The Rise of Freelance & Online Talent Platforms

By: Paula Bernier    11/2/2017

Fifty-six percent of organizations plan to use online talent platforms to support their human resources efforts. This is according to Catalant Technol…

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Pegasystems Using AI for Efficiency

By: Mandi Nowitz    11/2/2017

Pegasystems Inc. announced new AI and virtual assistant capabilities in Pega solutions. Resolution time is lessened, errors eliminated, customer satis…

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Top Leadership Skills for Management in Contact Centers

By: Mandi Nowitz    11/2/2017

In an industry where attrition is notoriously high and retention low, contact center management is tasked with motivating agents on a daily basis. The…

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Canceled AT&T iPhone X Orders Causes Uproar

By: Mandi Nowitz    11/1/2017

With an inundation of email and telephone complaints, AT&T encouraged customers to contact customer care to resolve the issues. But even customer care…

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Aeriandi Introduces Automatic Speech Recognition Solution

By: Paula Bernier    10/31/2017

Aeriandi has expanded its PCI DSS voice services offering with automatic speech recognition technology. This offering, which is already in use by a U.…

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Altura and Datatel to Deliver Healthcare Contact Center Optimization

By: Mandi Nowitz    10/30/2017

Altura Center Communications and Datatel Communications Inc. have teamed up to deliver healthcare enhanced cash flow acceleration solutions. These sol…

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CallMiner Releases Eureka Success Playbooks

By: Maurice Nagle    10/30/2017

At the recently concluded LISTEN 17 Conference, CallMiner announced the release of a number of playbooks of its own - Eureka Success Playbooks. The pl…

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How Customer Journey Mapping Fosters Cross-Functional Collaboration

By: Amy Downs    10/30/2017

Customers know when there is misalignment between various departments. When the right hand isn't talking to the left, it's apparent and it's the prima…

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How Customer Journey Mapping Fosters Cross-Functional Collaboration

By: Amy Downs    10/30/2017

Customers know when there is misalignment between various departments. When the right hand isn't talking to the left, it's apparent and it's the prima…

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Solvvy Raises $12 Million to Fix Customer Service Industry with AI

By: Mandi Nowitz    10/30/2017

Solvvy announced it has raised $12 million in funding to increase its total funding to $16.5 million.

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Reports: Customer Satisfaction is on the Decline

By: Paula Bernier    10/27/2017

ACSI: Customer satisfaction fell in 2Q for first time since 4Q 2015. Forrester: No improvement for traditional retailers. The American Customer Satisf…

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Top Acknowledgement Statements for Customer Service Success

By: Mandi Nowitz    10/27/2017

Expressing empathy via a telephone is extremely hard as opposed to face to face contact. Discovering acknowledgment statements that will make the exch…

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Voxbone Gains Analytics Processing Power with Gridspace Partnership

By: Maurice Nagle    10/27/2017

This week, CaaS provider Voxbone unveiled a new partnership with Gridspace to integrate the Gridspace AI capability into the Voxbone platform as a nic…

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Amazon Connects with USAN Visual IVR

By: Maurice Nagle    10/26/2017

This week, USAN announced the availability of its Visual IVR for Amazon Connect on the AWS Marketplace. The cloud contact center solution easily integ…

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3 Non-Paid LinkedIn Distribution Strategies for B2B Marketing by Chuck Hester

By: David Reimherr    10/24/2017

Having a well-defined distribution strategy for B2B marketing on LinkedIn can tremendously improve leads and sales. LinkedIn is usually known to be a …

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Aspect Adds Cloud Vet to Cloud Operations Team

By: Maurice Nagle    10/24/2017

This week, Aspect Software announced a new member to its management team, as Tom Davies is the new Senior Vice President of Cloud Operations. Bringing…

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Atmos Speaks Your Language

By: Maurice Nagle    10/24/2017

This week, CallCabinet announced multi-language support for Atmos, its cloud-based call recording solution. In adding multi-language support, customer…

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How the Cloud Can Inspire Loyalty Across Customer Interaction Channels

By: Special Guest    10/23/2017

Not long ago, customers that needed to speak with a company sales or service representative had two choices: physically go to their location (in the c…

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Serenova Strengthens Portfolio with TelStrat Purchase

By: Maurice Nagle    10/23/2017

Today, Serenova announced the purchase of TelStrat, a provider of workforce management, analytics, quality and call recording solutions, which fits pe…

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Serenova Strengthens Portfolio with TelStrat Purchase

By: Maurice Nagle    10/23/2017

Today, Serenova announced the purchase of TelStrat, a provider of workforce management, analytics, quality and call recording solutions, which fits pe…

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Serenova Strengthens Portfolio with TelStrat Purchase

By: Maurice Nagle    10/23/2017

Today, Serenova announced the purchase of TelStrat, a provider of workforce management, analytics, quality and call recording solutions, which fits pe…

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Contact Center Solutions Week in Review: Telax, Antlion, and More

By: Mandi Nowitz    10/21/2017

Contact Center Solutions did not have a shortage of excitement at all. It was a week filled with news and introductions but just in case you missed an…

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Cloud-Native Contact Centers Aim to Stop Customer Turnover

By: Mandi Nowitz    10/20/2017

When turnover results from poor customer service, the entire customer service organization, including solution vendors, comes under fire. Of late, a p…

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MiaRec Announces Latest Cloud Call Recording Offering

By: Mandi Nowitz    10/20/2017

MiaRec announced a new cloud call recording and interaction management solution for service providers who utilize BroadSoft Business BroadWorks call c…

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Antlion Audio Transforms Headphones Into VoIP Headsets

By: Mandi Nowitz    10/20/2017

Antlion Audio announced its latest offering, ModMic Business, its first business-focused offering - it turns all headphones into high-performance VoIP…

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NurseConnect Enables Exceptional Patient Engagement

By: Maurice Nagle    10/20/2017

Avella unveiled NurseConnect, a new patient support program with the aim of educating and engaging those managing health conditions with specialty dru…

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NurseConnect Enables Exceptional Patient Engagement

By: Maurice Nagle    10/20/2017

Avella unveiled NurseConnect, a new patient support program with the aim of educating and engaging those managing health conditions with specialty dru…

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PTP Partners with CallMiner

By: Maurice Nagle    10/19/2017

This week, speech and customer analytics firm CallMiner announced a new partnership with PTP, which brings together CallMiner contact center expertise…

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Telax to Power Digitcom Canada Offering

By: Paula Bernier    10/19/2017

Digitcom Canada, a telecommunications service provider that been around for a quarter century, has come out with a new cloud-based contact center solu…

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Israeli Bank Invests in Visual IVR

By: Paula Bernier    10/19/2017

Israel's Bank Leumi has deployed the CallVU visual IVR and agent-customer collaboration platform. It's enabling the bank to direct more activity to di…

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MiaRec Makes Splash at BroadSoft Connections

By: Maurice Nagle    10/18/2017

Taking place October 22-25 at the JW Marriott Phoenix Desert Ridge Resort & Spa in Phoenix, Arizona, this year's event presents the theme "Rethink Inn…

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