CUSTOMER NEWS
How to Advance Your Brand Through Contact Center Coaching
One thing contact centers will probably want to avoid, however, is simply scoring agents and sharing those scores with that. That's the kind of thing …
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3C Connect Takes Legacy to the Cloud
3CLogic revealed its latest product, 3C Connect, which seamlessly integrates legacy or on-premises telephony and CRM systems. This release is to direc…
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How Speech Analytics Can Stem Churn, Drive Opportunity
Companies that implement speech analytics can benefit from more sales, happier customers, better first call resolution rates, and more effective agent…
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Salesforce CXone Agent Announced
This week, NICE inContact announced the general availability of the NICE inContact CXone Agent for Salesforce on the Salesforce AppExchange. With the …
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Avtex Buys QoS Telesys from Genesys
Customer service solution provider Genesys has sold its QoS Telesys contact center consulting business to Avtex. The value of the deal, which was anno…
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Aspect Via Awarded PCI Level 1 Certification in North America
Aspect Software is taking steps to ensure the contact centers leveraging its solutions don't fall victim, and are able to support this heavily regulat…
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Your Digital Marketing Issues Might Be All About Leadership
What should you do if you're not getting the results you want from your marketing efforts? If you're like most businesses, you keep trying to find way…
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What Agents Have to Gain from AI
IBM says AI-powered chat bots and conversational agents can answer up to 80 percent of contact center inquiries. That frees up human agents to address…
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Gig Economy Work Calls for New WFO/WFM Solutions
The proliferation of the smartphone and the app, the rise of the cloud, and the arrival of the digital disruptor have led companies of all stripes to …
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Influencers Have Taken Over Online Video
Influencers have taken the online world by storm, and sponsored influencer content has drawn far more viewers than the content it aimed to promote?
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Jacada Seeks to Change Face of Contact Centers
Jacada announced it garnered an investment of $4.5 million from investors such as Israel Growth Partners (IGP), a Private Equity investment firm as we…
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Contact Center Solutions Week in Review: ITEXPO, Upstream, and More
Between the ITEXPO in Fort Lauderdale, Florida held this week and omnichannel experiences, Contact Center Solutions was brimming with exciting news an…
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GDPR Compliance Coming Soon
This week, NICE announced a solution developed specifically for GDPR (GDPR Compliance Center), enabling user-friendly implementation and promises the …
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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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