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TMC Announces Winners of the 12th Annual Speech Technology Excellence Award

By: CustomerZone360 News    8/17/2016

The Speech Technology Excellence Award, presented by CUSTOMER Magazine, recognizes companies that have exhibited innovation in creating and using spee…

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How to Transition Your Business to be Customer-centric

By: Amy Downs    7/22/2016

One of the most fascinating phenomena in corporate cultures far and wide is the extent to which we all forget that we're in this for the customer. In …

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BenchmarkPortal CEO Talks Value of Analysis, Benchmarking

By: Paula Bernier    7/7/2016

The advancement in analytics is astounding, says Bruce Belfiore, but selling analytics solutions into contact centers can be a challenge because it re…

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ShoreTel's Knight Tells Story of Transformation

By: Paula Bernier    7/6/2016

ShoreTel was at Call Center Week in Las Vegas talking about how hybrid cloud communications are really coming together, how the company is now offerin…

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Jacada Bridges the Contact Center-Website Divide

By: Paula Bernier    7/6/2016

Jacada has seen crazy strong adoption for its Visual IVR solution, and now it's introducing a solution called SalesEngage that bridges the gap between…

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EvolveIP Reveals Contact Center Survey Results, Talks Cloud

By: Paula Bernier    7/5/2016

This week in Las Vegas, EvolveIP was promoting its new study about the call center. It looked at the status of cloud-based contact center adoption and…

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Knoah Solutions Goes Near-Shore, Ensures Agent Optimization

By: Paula Bernier    7/5/2016

Knoah Solutions was in Las Vegas this week talking about its new operations in Honduras and its new KnoahsARK 360 solution.

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Jabra: We're More Than a Headset Company

By: Paula Bernier    7/5/2016

Jabra is more than a headset company. If offers a higher level of service and aims to transform people's lives with the power of sound.

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Mediu Practice Helps Businesses Get Strategic With Customer Service

By: Paula Bernier    7/5/2016

Mediu was in Las Vegas this week talking about its new CX Enablement practice. It delivers professional services that go beyond just installing call c…

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ThinQ Brings Least Cost Routing to Toll-Free Numbers

By: Paula Bernier    7/1/2016

Call centers, competitive local exchange carriers, enterprises, and VoIP providers are among the kinds of customers to which ThinQ caters. It works wi…

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CallMiner Revs Up Its Engine, Helps CX Industry Learn & Share

By: Paula Bernier    6/30/2016

At Call Center Week, CallMiner, which provides speech analytics for call centers, revealed a new and improved speech recognition engine. The company p…

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It's All About Omni-channel to Enhance the Customer Experience

By: Peter Bernstein    6/30/2016

One of the more interesting developments in the customer experience (CX) solutions space the past few years has been what I would describe as a confus…

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Etech Helps Customers Take Action, Better Address Quality

By: Paula Bernier    6/30/2016

There's a lot of talk about big data these days. But data doesn't amount to a hill of beans if you don't act on it. That's why Etech Global Services g…

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3CLogic CCO Discusses the Importance of APIs, Integration

By: Paula Bernier    6/30/2016

As Chief Customer Officer Robert Killory explained in a meeting with me today in Las Vegas, release 6.0 of the 3CLogic contact center solution can be …

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Four Ways to Improve Your Customer Service

By: Drew Hendricks    6/22/2016

Improvements in customer service ultimately require a focus on your audience and making sure their needs are met. Use these tips to improve your custo…

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Alorica Establishes Stock Purchase Agreement with Expert Global Solutions

By: Steve Anderson    6/6/2016

Alorica's acquisition of EGS should help drive that improvement in customer experience by offering better means to tell what works and what doesn't, a…

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Salesforce to Buy Ecommerce Platform Provider Demandware for $2.8B

By: Paula Bernier    6/6/2016

CRM giant Salesforce last week announced plans to acquire ecommerce platform provider Demandware for $2.8 billion. The deal is expected to close by th…

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Read This Before Buying Another Sales Tool!

By: Peg E. Ventricelli    6/2/2016

Every sales organization wants to close more deals. Toward that end, today's businesses have tapped into technologies that help salespeople to be more…

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Front and Center: Successful Companies Empower Their Frontline

By: Amy Downs    6/1/2016

For instance, our frontline team recently came up with the idea of sending a small token of appreciation to customers who, for whatever reason, have h…

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A Better Customer Experience Could Be a Few Genesys AppFoundry Tools Away

By: Steve Anderson    5/25/2016

Genesys AppFoundry is a complete app store, an online marketplace geared specifically toward customer experience solutions. The AppFoundry contains to…

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