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CUSTOMER NEWS

Monet to Present WFM Masterpiece at Dreamforce

By: Maurice Nagle    10/16/2017

Joining the distinguished number of attendees at Dreamforce is Monet Software as a Bronze Sponsor and service cloud exhibitor. Over the course of the …

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Monet to Display WFM Masterpiece at Dreamforce

By: Maurice Nagle    10/16/2017

Joining the distinguished number of attendees at Dreamforce is Monet Software as a Bronze Sponsor and service cloud exhibitor. Over the course of the …

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Social Media a Huge Player in Employee Advocacy

By: Mandi Nowitz    10/16/2017

There is no doubt that we live in a social media dominated world. Businesses are seeing the benefits of social media and have been encouraging employe…

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Dialog Direct Declares 'Eureka!'

By: Maurice Nagle    10/13/2017

Dialog Direct selected CallMiner's Eureka platform and MyEureka solution in order to enhance its Dialog Direct platform to provide a more comprehensiv…

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Fake News: 5 Ways It Will Hurt Your Brand

By: Special Guest    10/13/2017

What is fake news, apart from some of Donald Trump's favorite words on Twitter? From hyper-partisan websites to clone copies of respected media source…

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Seamless and Personalized Customer Experience Focus of Today's Contact Center

By: Mandi Nowitz    10/13/2017

ISG evaluated 19 contact center services with four buyer archetypes to draw its conclusions. Importantly, ISG notes that we are living in a customer-d…

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Avaya Contact Center Upgraded by WEBTEXT with Facebook Messaging

By: Mandi Nowitz    10/13/2017

Avaya took note of behavioral changes and asked WEBTEXT to help integrate a P2P messaging service into its contact center platforms.

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Avaya and BT Wholesale Bring Personalized Cloud to Mid-Market

By: Mandi Nowitz    10/13/2017

Mid-market businesses will now benefit from Avaya and BT Wholesale's personalized and tailored cloud experience which has previously been reserved for…

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Assisting Advisors in Delivering Great Service

By: Mandi Nowitz    10/13/2017

Advisors need just as much assistance in knowing how to deliver great service as the staff and agents they supervise. In order to teach, advisors must…

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Advanced Metrics Used to Enhance Call Center Performance

By: Mandi Nowitz    10/12/2017

When it comes to enhancing call center performance, advance metrics need to be implemented in order to ensure efficiency and a positive customer servi…

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Indonesian Airport Introduces Video Contact Center

By: Mandi Nowitz    10/12/2017

Indonesian airport, Soekarno-Hatta, has introduced a video contact center to allow travelers to talk face-to-face with customer service agents when ai…

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How to Improve Call-Center Long-Term Productivity

By: Paula Bernier    10/11/2017

The good news is that there are a wide array of ways organizations can make their contact centers and the people working for them more efficient and e…

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Call Recording Offers Many Benefits

By: Paula Bernier    10/11/2017

Call recording offers a variety of benefits that can help improve internal operations so businesses can be more effective in delivering optimal custom…

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Ann Handley Talks Omnichannel Marketing

By: David Reimherr    10/10/2017

On this week's episode, David talked to Ann Handley about her many accomplishments, focusing on her use of omnichannel marketing.

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Avaya Transforms Telekom Serbia's Customer Experience

By: Mandi Nowitz    10/9/2017

Avaya helped transform Telekom Serbia's customer service experience dramatically by integrating a strategic four-year plan.

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Cloud Recording and Analytics for Service Providers in the MiFID II Era

By: ASC Horizons    10/9/2017

The full enactment of MiFID II on January 3, 2018 will heavily impact communications recording for any organization offering investment advice in the …

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Contact Center Solutions Week in Review: Permata, Packet Fusion, and More

By: Mandi Nowitz    10/7/2017

The Contact Center Solutions space was busy with Permata Bank and Packet Fusion purchasing Advanced Call Processing. A lot was happening so in case yo…

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Call Recording Week in Review: Envision, Calabrio, Snap & More

By: Maurice Nagle    10/7/2017

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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DFAS Deploys Click2Coach in Contact Centers

By: Maurice Nagle    10/6/2017

This week, the Department of Defense Finance and Accounting Service (DFAS) augmented its arsenal of workforce optimization tools in place with the dep…

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AudioCodes Enhances One Voice for Microsoft 365

By: Paula Bernier    10/6/2017

AudioCodes has enhanced its One Voice for Microsoft 365 solution. New are call recording, CloudBond 365 hybrid and Cloud Connector Edition solutions, …

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CUSTOMER Magazine Announces Winners of the 2017 Contact Center Excellence Award

By: CustomerZone360 News    10/5/2017

TMCannounced the winners of its 12th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.

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Snap Recordings to Display New UC Technology

By: Mandi Nowitz    10/5/2017

Snap Recordings will demonstrate its new unified communications featuring message recording technology at the BroadSoft Connections Conference in Phoe…

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Enhanced Calabrio ONE Comes to Market

By: Maurice Nagle    10/5/2017

The most valuable commodity in the modern enterprise is data. Data-driven decision making is not a nice-ity, but a necessity in our digital age. The a…

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Enhanced Calabrio ONE Comes to Market

By: Maurice Nagle    10/5/2017

The most valuable commodity in the modern enterprise is data. Data-driven decision making is not a nice-ity, but a necessity in our digital age. The a…

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Packet Fusion Buys Contact Center Outfit

By: Paula Bernier    10/5/2017

Packet Fusion has purchased Advanced Call Processing. The unified communications and collaboration company says adding this contact center expertise w…

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How Signposting Can Expedite Service Calls

By: Paula Bernier    10/3/2017

People like knowing what to expect. And when contact center agents drop hints into the conversation about what will happen next, it can serve both to …

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Permata Puts Voice Authentication in Contact Center

By: Maurice Nagle    10/3/2017

Permata Bank announced the deployment of NICE Real-Time Authentication to the Indonesian bank's customer authentication protocol, with plans to integr…

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Airota Highlights Workforce Management for Travel Industry

By: Paula Bernier    10/2/2017

Airota is showcasing its workforce management app at the TFWA World Exhibition.

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India to Require Trade Request Recording

By: Paula Bernier    9/29/2017

In recognition that this kind of thing happens, some regulators are moving to implement new requirements for financial advisors and traders to record …

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Resilient plc and Business Systems Partner to Provide Compliant Call Recordings

By: Maurice Nagle    9/28/2017

Resilient plc and Business Systems (UK) announced a partnership aimed at meeting the escalating demand for MiFID II and GDPR compliant call recording …

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How Speech Analytics Are Beneficial to a Call Center

By: Mandi Nowitz    9/28/2017

Speech analytics have become essential but underused part of the call center operations. Calls are recorded then further analyzed in order to better u…

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AI Coming to a Contact Center Near You

By: Maurice Nagle    9/28/2017

Recently, Augment unveiled its AI platform, which unlike other solutions available that are aimed at removing the human element the Augment platform e…

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AI Coming to a Contact Center Near You

By: Maurice Nagle    9/28/2017

Recently, Augment unveiled its AI platform, which unlike other solutions available that are aimed at removing the human element the Augment platform e…

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Clio, Zipwhip Outfit Attorneys with Texting Solution

By: Paula Bernier    9/27/2017

Clio and Zipwhip have combined their resources to deliver a solution that enables law firms to connect with their clients via texts. This offering all…

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2 Mistakes You Can't Afford to Make When Building Buyer Personas

By: David Reimherr    9/27/2017

Building effective buyer personas can significantly improve your marketing efforts. Why make building your buyer personas harder than it needs to be? …

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CUSTOMER Magazine Announces Call for Entries: 2017 Workforce Optimization Excellence Awards

By: TMC    9/27/2017

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today that its flagship publicatio…

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Enacomm and CallVU Merge to Deliver Digital Services to Fiscal Institutions

By: Mandi Nowitz    9/26/2017

Enacomm and CallVU have announced that they have merged in an attempt to deliver digital services to financial institutions.

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Automated Social Media Enables Posts the Moment the Buzz Occurs

By: Mandi Nowitz    9/26/2017

Automated social media postings are now capable of happening in real time, at the exact moment the buzz hits.

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Enghouse Interactive Introduces Communications Center for Microsoft Office 365

By: Paula Bernier    9/26/2017

Enghouse Interactive has come out with a customer service solution called Communications Center for Microsoft Office 365.

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The 10 Bottom Line Results of Customer Experience Management

By: Special Guest    9/26/2017

Measuring and managing customer experience (CX) has become one of the most tried-and-true ways of keeping a finger on the pulse of customer sentiment,…

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NewVoiceMedia Garners TMT Award

By: Paula Bernier    9/26/2017

A technology, media, and telecom news outlet based in Staffordshire, England, has named NewVoiceMedia the most advanced call center solutions provider…

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How to Be Ready for MiFID II

By: Paula Bernier    9/25/2017

Venncom helps financial institutions that do business in Europe to meet the looming MiFID II requirements.

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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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