CUSTOMER NEWS
ASA, WFM Key to Keeping Call Abandonment Down
The struggle with call abandonment is not a new occurrence for call centers. People lose patience, and within minutes of sitting on hold enjoying a lo…
Read More
Choose Your Words Wisely for Optimal CX
Words matter. So businesses and individuals need to consider their word choices and sentiment when interacting with customers and prospects. They shou…
Read More
Engage your employees with the best activities - Let your team feel good
With time, an increasingly large number of organizations have begun to realize the necessity to act on a local level in order to set an impact on empl…
Read More
IDC Names 5 Conversational AI Innovators
International Data Corp. today named Artificial Solutions, CogniCor, Inbenta, Kore.ai, and Personetics as IDC Innovators in the conversational AI plat…
Read More
In Asset Management, Zebra Shows New Stripes
Sometimes it's the least sexy applications that drive the most value, and in the world of Industrial IoT, Zebra Technologies has announced an innovati…
Read More
CxEngage Injected with Quality Management
Serenova announced the integration of CXEngage Quality Management (CxQM) into CXEngage, Serenova's CCaaS solution. The robust quality management solut…
Read More
New Vonage Nexmo Offering Enable Contact Center Customization
Vonage has introduced new Nexmo offerings that enable developers and businesses to create customized contact centers.
Read More
5 Overlooked Marketing Technologies that Will Help You Increase Sales
Your sales and marketing teams should work together like a well-oiled machine, passing leads from marketing to sales for them to close the deal with, …
Read More
Israel Doesn't Want Customers Left Waiting
New Israel Ministry of Communications requirements deem communications companies can't keep callers waiting for customer service longer than six minut…
Read More
Vonage Says CX Cloud For All
This week, Vonage expanded its contact center presence, making Vonage CX One Cloud available to organizations leveraging Vonage Business Cloud - the c…
Read More
Reports Address AI Adoption, Best Practices
AI is ideal for helping with simple things like password resets. That can quickly add up to significant cost savings, it says, and work as proof point…
Read More
How digital customer service revolutionized the beauty industry
The beauty industry isn't often associated with the latest technological advancements in customer service, but this has been steadily changing in rece…
Read More
Compelling Business Benefits of Enterprise IT Integration
Enterprises today face struggle with distinct types of IT integration challenges. They deal with static applications, cloud applications, etc. The tri…
Read More
Comm100 Launches AI Chatbot, Expands N.Am. Effort
Comm100's new chatbot employs AI and natural language processing (text-based, not audio) to understand and respond to customer intents without being p…
Read More
A Beginner's Guide to Open Access Automation Software
What does Open Automation Software do? The question is more what it doesn't do. When it comes to industry automation, the OAS product lines allow for …
Read More
Monet Unveils New WFO Software
Monet Software has released a new version of its workforce optimization suite.
Read More
Real Customers, Artificial Intelligence: Transforming the Digital Support Experience
The rise of the digital enterprise and on-demand economy has borne a new wave of B2B customer - one that must become agile to remain competitive. And …
Read More
Deskforce Brings Voice to Zoho CRM
Deskforce and Zoho have come together to deliver a new integrated solution called the Deskforce Extension for Zoho. Available now in the Zoho Marketpl…
Read More
Telzio Transcends VoIP Transition
Telzio announced Telzio Webphone, leveraging WebRTC to enable users real time communications via an endpoint of their choosing. Because it's WebRTC-ba…
Read More
The Cost to Business of Fake and Misleading Resume Information
Poor hiring decisions have been known to wreak havoc on businesses, inflicting costs in finances and weakening the community's sense of overall trust …
Read More
How Contact Centers Can Get Best Agent Results
To get the best out of the best people, contact centers need to arm agents with the technology they to succeed in their jobs. Solutions like workforce…
Read More
How to Keep Remote Workers Engaged
To get the most of our remote employees and contractors, organizations should have a strategy and the right tools in place.
Read More
Ventana Research Reveals Cloud Contact Center Leaders
Today, Ventana Research revealed the results of the Inaugural Value Index for Contact Centers in the Cloud, spotlighting Aspect Software. The cloud co…
Read More
CallMiner Unveils New and Improved Eureka Coach
This week, CallMiner unveiled the newest release of Eureka Coach, its agent management platform. The cloud-powered contact center solution leverages C…
Read More
VoiceBase Venture Redefines R & D
VoiceBase announced a partnership with the University of Sheffield to create the Centre for Speech & Language Technology. Led by the VoiceBase team an…
Read More
Listen, Learn, and Help - The Keys to Success
This story is about the importance of anticipating needs, caring and addressing complaints in a timely manner, listening, and valuing people over proc…
Read More
A Few Phrases for Your Call Center Script
Call center agents are instructed to always answer the phone with a smile, but beyond first impressions the language used over the course of a custome…
Read More
Aspect Unwraps CXP 18
Today, Aspect Software took the wrapping off of the PCI II compliant Aspect CXP 18 at ICMI Contact Center Expo. The new release is aimed at empowering…
Read More
Aspect Awards Trends Top Honors
Aspect Software recently honored its partners, spotlighting Trends as 2017 Worldwide Partner of the Year Award as well as the New Logo Sales Award. Tr…
Read More
8x8 on AI Bolstering Bender
This week, 8x8 announced the acquisition of Silicon Valley startup MarianaIQ (MIQ), making another AI notch on the cloud communication provider's belt…
Read More
Kronos and Microsoft Partner on Streamlining Reports and Requests
Kronos Incorporated will collaborate with Microsoft, via the Workforce Dimensions Technology Partner Program, on new solutions for easing workforce ma…
Read More
Teleopti Brings AI to WFM
Teleopti is employing AI that learns from customer data. This machine learning uses dynamic decision trees to allow for the creation and setting of sh…
Read More
Bright Pattern Announces Integration with Google on Text-to-Speech
In a recent release, Bright Pattern recently announced its integration with Google Cloud Text-to-Speech.
Read More
Speech Analytics: 5 Key Benefits for Contact Centers
Speech analytics can add lots of value and significant return from the customer service department of a contact center. Here, are five key things to e…
Read More
Why Data Analytics Is Important to Employee Engagement, Retention
Every time an employee makes an exit, you need to spend more time and money recruiting, hiring, onboarding, and getting new people up to speed. And wh…
Read More
VOX Partners with Ocular on O!Connect
O!Connect is VOX's hosted contact center solution, based on Aspect Software and delivered in partnership with Ocular Technologies.
Read More
How Customer Service Can Get Onboard with Digital Transformation
For call center, contact center, and other customer service operations, AI, the cloud, omnichannel communications, and workforce management are key en…
Read More
How Customer Service Can Get Onboard with Digital Transformation
For call center, contact center, and other customer service operations, AI, the cloud, omnichannel communications, and workforce management are key en…
Read More
How Workforce Management Delivers Better Outcomes
Workforce management systems make the life of the call center manager far easier, and can add up to happier agents and more satisfied customers.
Read More
Really Simple Systems Enables 'Explicit Consent'
Really Simple Systems announced the commencement of the second phase of a three phase plan to deliver a fully compliant solution. With each release, t…
Read More
Wonderful Business Tips for Future Success
Succeeding in the competitive world of modern business is not easy, but there are a few things you can do to help you. For one thing, you need to thin…
Read More
Data Analytics, Workflow Solutions Deliver Better Outcomes
Systems that can analyze data from a variety of angles - and even visualize that data - can go a long way in helping organizations better understand w…
Read More
Computenix Video Call Center Elevates Patient Engagement with WebRTC
Computenix announced the arrival of the Computenix Video Call Center. The agent-assist tool allows patients to connect with healthcare professionals, …
Read More
CUSTOMER Magazine Announces Winners of 2nd Annual Workforce Optimization Innovation Awards
TMC announced the winners of the 2017 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.
Read More
Good to Great: How QM Helps You on That Journey
Striving to improve by setting goals, making plans, learning, changing based on that new knowledge, and continually striving to get better and stronge…
Read More
Amazon's Ring Adopts Aspect WFM Solution
Ring has tapped Aspect Software to provide it with a workforce management solution. Aspect Via will be the exclusive WFM solution for more than 1,000 …
Read More
Amazon's Ring Adopts Aspect WFM Solution
Ring has tapped Aspect Software to provide it with a workforce management solution. Aspect Via will be the exclusive WFM solution for customer service…
Read More
Customer Loyalty Has Changed, Has Your Contact Center?
A large part of building loyalty involves customer service. Countless surveys have pointed to how quickly loyalty erodes following a poor customer ser…
Read More
MyEyeDr Focuses on Vonage
MyEyeDr, a national optometry services provider, has chosen Vonage to provide cloud-based solutions for its 6,000 employees.
Read More