customer

CUSTOMER NEWS

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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Call Recorder Creates Holistic Caller Management

By: Maurice Nagle    9/21/2017

CallApp announced Call Recorder, a completely free caller ID and Spam blocker. In downloading the CallApp application, users can take advantage of the…

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CXone Summer 2017 Release Ready to Impress

By: Maurice Nagle    9/19/2017

Recently, NICE inContact unveiled the CXone Summer 2017 release, which comes equipped with cloud-powered workforce optimization tools, coupled with au…

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Masergy Gets PCI Compliance Certification

By: Paula Bernier    9/19/2017

Masergy announced that, for the twelth time, it received the PCI Compliance Professional Services certification.

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Call Recording Week in Review: Semafone, MiFID II, NICE & More

By: Maurice Nagle    9/16/2017

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: Zipwhip, Elision & More

By: Mandi Nowitz    9/16/2017

Contact Center Solutions is having a booming week from Zipwhip gaining a large investment to a dynamic IVR solution by Ecosmob. We have it all covered…

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Ecosmob Announces Dynamic IVR Solution

By: Mandi Nowitz    9/15/2017

Ecosmob has announced a powerful new IVR solution designed for global enterprises to accommodate changing business and customer service needs.

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nFusz Releases New Video CRM Version

By: Paula Bernier    9/15/2017

nFusz Inc. recently came out with version 3.0 of its notifiCRM solution. This offering marries customer relationship management with interactive video…

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Elision Technolab Unleashes Cloud Contact Center Solution

By: Maurice Nagle    9/15/2017

Elision Technoloab LLP has announced a new cloud contact center offering, Dialshree. This marks the Indian firm's first foray into the cloud contact c…

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NICE Powers Texas Text-to-911 Recording Solution

By: Paula Bernier    9/15/2017

Brazos Valley Council of Governments in Texas has called on NICE to supply its NICE Inform record and management reproduction solution.

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Zipwhip Wins $22.5 Million Investment Towards Business Text Growth

By: Mandi Nowitz    9/13/2017

Seattle-based startup Zipwhip has just landed $22.5 million dollars in funding for its business text messaging platform.

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AI Can Help Meet MiFiD II Requirements

By: Paula Bernier    9/13/2017

MiFiD II requires more than just call recording. It also requires businesses to actively monitor calls. And AI can help them do that in an efficient a…

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HelloSpoke Builds on Enghouse Contact Center Solution

By: Maurice Nagle    9/13/2017

Today, contact center solution provider, Enghouse Interactive, announced that VoIP provider HelloSpoke is set to unveil a new cloud contact center ser…

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Semafone Appoints New CFO

By: Maurice Nagle    9/13/2017

This week, Semafone announced the appointment of John Donaldson to the position of Chief Finance Officer (CFO) to build off of the impetus from the pa…

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Bright Pattern Brings Monet WFM Into the Fold

By: Maurice Nagle    9/13/2017

Today, Bright Pattern announced the addition of Monet WFM to its partner ecosystem with out-of-the-box integration. The addition gives agents and mana…

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Red Cross Hiring Call Center Temps in Louisville for Harvey Relief

By: Mandi Nowitz    9/11/2017

The American Red Cross in Louisville, Kentucky is looking to hire temporary call center representatives to assist with Hurricane Harvey relief attempt…

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BT Group Employs NICE to Revive Contact Center

By: Mandi Nowitz    9/8/2017

The BT Group has done away with Legacy WFO Solutions and opted to employ NICE as a way to revitalize its contact center.

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MAXIMUS Outfits Government Agencies with Virtual Assistants

By: Paula Bernier    9/8/2017

MAXIMUS Intelligent Assistant powered by Interactions enables callers to speak normally to virtual assistants to get the information they seek.

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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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