CUSTOMER NEWS
Reinventing the Customer Service Model Using Bots and Brains
Digital disruption is revolutionizing industries across the globe, and customer service is no exception. According to Gartner, "By 2020, 85 percent of…
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PodOne Revolutionizing 2018
PodOne is on its way to making 2018 a revolutionary year, starting by launching Qubicle ICO this week. Additionally, the company announced former Alpi…
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Why Contact Centers Using Remote Agents Need WFM
Hiring remotely-located contact center agents has a lot of benefits. But organizations that do so will want to have workforce management solutions in …
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How to Shop for Contact Centers
Organizations that are shopping for new contact center offerings should be sure to consider their reporting requirements and whether the solutions the…
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Biz Technology Solutions, Enghouse Interactive Align
Biz Technology Solutions and Enghouse Interactive have joined forces to deliver more complete solutions to small and medium business customers and ent…
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New Partnership Puts AI to Work in Contact Center Solutions
This week, Hinduja Global Solutions and Inbenta announced a new partnership where the pairing will augment the HSG CX portfolio via seamless integrati…
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Telecommunications 2020: How Enterprises Will Get a B2C Like Customer Experience
Customer experience as a business driver dates to the age of brick and mortar stores where a poor in-store experience resulted in customers shying awa…
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Next-Generation Customer Service Solutions
From customers interested in taking a more active role when doing business to sophisticated tools like big data analytics, allowing for the creation o…
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Aspect Takes Aim at Channel
Today, Aspect Software, known for its future-forward suite of customer engagement solutions and then some, launched the Aspect Via Reseller Program. I…
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Investment Bank Turns to NICE COMPASS
A global investment bank has tapped NICE to provide its COMPASS Communication Compliance Assurance solution. That is expected to help the organization…
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Improve Conversion Rates by Appealing to People's Emotions
Many companies believe that in order to get conversions and sales they need to focus on facts and figures. The more data they have, the more people wi…
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3CLogic, MapAnything Integration Enhances Agent Efficiency
ServiceNow ecosystem partners 3CLogic and MapAnything have integrated their respective offerings to allow for greater call center agent productivity. …
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Lazada Leans on Aspect Software for Customer Engagement
Alibaba-owned Lazada selected Aspect Software as its trusted partner, with the upcoming deployment of the Aspect Unified IP 7.3 and Aspect Quality Man…
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Why Apple, Aspect Are Keen on India
India has undergone a hugely important digital transformation. And Apple and Aspect Software are among the companies who are there to help move it for…
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AI, CTI, WFM Transform Call Centers
Monet Software explains how AI, CTI, and WFM can transform call centers from cost centers to profit centers. AI has an array of applications in the ca…
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How Agent Training, WFM Impact CX
In contact centers, agent training and workforce management are important in getting agents to answer calls quickly, reduce hold times, answer questio…
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Go Vertical to Meet Your New Customer Goals in 2018
In this overcrowded, ultra-competitive market, you'd think you'd need a megaphone or bulletin-sized billboard to stand out. The truth is, small busine…
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NICE inContact CXexchange Builds Membership with Brand Embassy Addition
This week, NICE inContact announced the newest member of the CXexchange, Brand Embassy Ltd., with the new addition NICE inContact customers can take f…
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Virtual Assistants Could Generate $7.7B by 2025
Virtual digital assistants are poised to see rapid adoption in the enterprise, according to Tractica. A new report from the company indicates more tha…
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Self-service Clear Customer Preference
Despite the desire for direct and personal interaction, cell phones seem to be exempt from the notion. No longer are we rushing to answer phone calls …
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Employees as Advocates and Cheerleaders
It is one thing to come aboard a new job and be referred to as a "team player," but it is quite another to feel and see the contributions that you hav…
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Bookmycab Offering Better Contact Center Ride
Bookmycab.com is India's ultimate taxi reservation marketplace, government verified and available for download on both Apple and Android. The company …
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Marketers Need to Consider Contact Centers
Calabrio study discusses rising customer expectations, the lack of necessary tools in many contact centers, and the need for customer experience effor…
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Employee Social Sharing Drives Marketing, Sales
A new infographic illustrates the value of your employees' social media posts. According to the infographic, employee social media posts on average ge…
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LinkedIn Predictions for 2018
SocialMediaToday compiled several predictions as to what could come out of LinkedIn for 2018 and with less than two weeks until the New Year; it's the…
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SpotHero Selects UJET to Improve Customer Support
Since deploying UJET's customer support platform, SpotHero has seen some dramatic improvements in both costs and service quality for employees and con…
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Fixing a Few Common Contact Center Problems
The contact center is expected to perform like a well oiled machine, serving customers in a rapid and satisfying manner. While this is the expectation…
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Enhancing Social Media for Your Business
Social media is not just for "those youngsters" anymore. In fact, it is actually a quite popular business tactic. In 2016, 74 percent of marketers sai…
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Texting Gets Its Groove Back with Enterprise SMS
Short message service (SMS) started making waves in 1994. By the end of 2000, the average person was sending 35 texts per month. SMS was growing expon…
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NICE Unveils Uptivity and Brightstar Partnership
NICE announced the regional launch of NICE Uptivity in India, and in the same breath a new partnership with Brightstar India - a mobile device and IT …
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IDC Canada Highlights Innovation in AI
Today, IDC Canada singled out a handful of Canadian firms developing AI-enabled interaction solutions, labeling Zoom.ai, Flybits, Fluent.ai, finn.ai a…
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VHT, Videlica Bring Callback to EMEA
Virtual Hold Technology's cloud-based callback solution is coming to the Europe, Middle East, and Africa region. VHT has extended its partnership with…
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Great Wolf Resorts Deploys Interactions IVA
Great Wolf Resorts is deploying Interactions' Intelligent Virtual Assistants (IVA) solution to assist with guest pre-arrival to create the ultimate in…
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Great Customer Service Breeds Brand Loyalty
IDC and LogMeIn conducted a study and learned what gained brand loyalty: level of customer service.
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What Call Centers Can Learn from Amazon, Starbucks & Target
Businesses seeking to improve their call center operations may find it instructive to look at others in this arena (or other customer experience leade…
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MiFID II Compliance is Quite NICE
Today, NICE unveiled the Automated Voice Trade Communication and Recording System Health Check capabilities as part of the NICE COMPASS suite. The NIC…
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The Chatbots are Here!
This week, eXalt Solutions unveiled its new chatbot interface for its Knowledge Work-as-a-Service platform, promising to provide a rich, contextual ex…
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Gini Dietrich on Developing and Sustaining Professional Communities
Gini Dietrich is the founder and CEO of Arment Dietrich, lead blogger at Spin Sucks, co-author of Marketing in the Round, and co-host of the weekly po…
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IMImobile Brings Omnichannel Chat to CXexchange
IMImobile's omnichannel chat technology is now available on NICE inContact's CXexchange marketplace.
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CUSTOMER Magazine Announces Recipients of the 2017 Customer Experience Innovation Awards
TMC announced today the winners of 2017 Customer Experience Innovation Awards.
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Contact Center Solutions Week in Review: SmartAction, Mitel, and More
Contact Center Solutions has had a fruitful week with SmartAction added to CXexchange and Mitel promoting machine-to-person communications. In an ever…
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Linqia Releases 2018 Influencer Marketing Trends
It is the last month of 2017 which means the season of predictions for 2018 is underway. Linqia released results of The State of Influencer Marketing …
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Aspect Calls for Open Lines of Communication
Megan Butler, a Director at the Financial Conduct Authority (FCA), while speaking at the ICI Conference earlier this week, proclaimed that far too man…
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Tips to Build Contact Center Relationships
The best contact center agents are those who can build empathetic relationships with consumers, whether it is over the phone or online. Training for b…
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Success in the Contact Center
To position contact centers for the greatest success, it's important for businesses to set and communicate both long- and short-term goals.
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Mitel Survey Promotes Machine-to-Person Communications
Mitel survey: Seven in 10 believe machine-to-person communications can increase responsiveness and problem resolution.
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Enghouse Interactive Unveils TouchPoint Agent
Today, Enghouse Interactive announced the release of TouchPoint Agent, a contact center offering for Microsoft Office 365 and Skype for Business Onlin…
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SmartAction Added to CXexchange
This week, NICE inContact announced the newest member of the CXexchange Marketplace, SmartAction. The provider of artificial intelligence-powered self…
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Why Voice Can Make or Break CX
Voice communications interactions can make or break a call center encounter. But, how people feel coming away from a call center experience is a resul…
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Contact Center Solutions Week in Review: Malindo, Convergys, and More
The Contact Center Solutions Community was all over the map this week. From contact centers leveraging Amazon Echo and Google Home to Malindo Air upgr…
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