CUSTOMER NEWS
Top Leadership Skills for Management in Contact Centers
In an industry where attrition is notoriously high and retention low, contact center management is tasked with motivating agents on a daily basis. The…
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Canceled AT&T iPhone X Orders Causes Uproar
With an inundation of email and telephone complaints, AT&T encouraged customers to contact customer care to resolve the issues. But even customer care…
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Aeriandi Introduces Automatic Speech Recognition Solution
Aeriandi has expanded its PCI DSS voice services offering with automatic speech recognition technology. This offering, which is already in use by a U.…
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Altura and Datatel to Deliver Healthcare Contact Center Optimization
Altura Center Communications and Datatel Communications Inc. have teamed up to deliver healthcare enhanced cash flow acceleration solutions. These sol…
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CallMiner Releases Eureka Success Playbooks
At the recently concluded LISTEN 17 Conference, CallMiner announced the release of a number of playbooks of its own - Eureka Success Playbooks. The pl…
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How Customer Journey Mapping Fosters Cross-Functional Collaboration
Customers know when there is misalignment between various departments. When the right hand isn't talking to the left, it's apparent and it's the prima…
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How Customer Journey Mapping Fosters Cross-Functional Collaboration
Customers know when there is misalignment between various departments. When the right hand isn't talking to the left, it's apparent and it's the prima…
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Solvvy Raises $12 Million to Fix Customer Service Industry with AI
Solvvy announced it has raised $12 million in funding to increase its total funding to $16.5 million.
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Reports: Customer Satisfaction is on the Decline
ACSI: Customer satisfaction fell in 2Q for first time since 4Q 2015. Forrester: No improvement for traditional retailers. The American Customer Satisf…
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Top Acknowledgement Statements for Customer Service Success
Expressing empathy via a telephone is extremely hard as opposed to face to face contact. Discovering acknowledgment statements that will make the exch…
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Voxbone Gains Analytics Processing Power with Gridspace Partnership
This week, CaaS provider Voxbone unveiled a new partnership with Gridspace to integrate the Gridspace AI capability into the Voxbone platform as a nic…
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Amazon Connects with USAN Visual IVR
This week, USAN announced the availability of its Visual IVR for Amazon Connect on the AWS Marketplace. The cloud contact center solution easily integ…
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3 Non-Paid LinkedIn Distribution Strategies for B2B Marketing by Chuck Hester
Having a well-defined distribution strategy for B2B marketing on LinkedIn can tremendously improve leads and sales. LinkedIn is usually known to be a …
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Aspect Adds Cloud Vet to Cloud Operations Team
This week, Aspect Software announced a new member to its management team, as Tom Davies is the new Senior Vice President of Cloud Operations. Bringing…
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Atmos Speaks Your Language
This week, CallCabinet announced multi-language support for Atmos, its cloud-based call recording solution. In adding multi-language support, customer…
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How the Cloud Can Inspire Loyalty Across Customer Interaction Channels
Not long ago, customers that needed to speak with a company sales or service representative had two choices: physically go to their location (in the c…
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Serenova Strengthens Portfolio with TelStrat Purchase
Today, Serenova announced the purchase of TelStrat, a provider of workforce management, analytics, quality and call recording solutions, which fits pe…
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Serenova Strengthens Portfolio with TelStrat Purchase
Today, Serenova announced the purchase of TelStrat, a provider of workforce management, analytics, quality and call recording solutions, which fits pe…
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Serenova Strengthens Portfolio with TelStrat Purchase
Today, Serenova announced the purchase of TelStrat, a provider of workforce management, analytics, quality and call recording solutions, which fits pe…
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Contact Center Solutions Week in Review: Telax, Antlion, and More
Contact Center Solutions did not have a shortage of excitement at all. It was a week filled with news and introductions but just in case you missed an…
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Cloud-Native Contact Centers Aim to Stop Customer Turnover
When turnover results from poor customer service, the entire customer service organization, including solution vendors, comes under fire. Of late, a p…
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MiaRec Announces Latest Cloud Call Recording Offering
MiaRec announced a new cloud call recording and interaction management solution for service providers who utilize BroadSoft Business BroadWorks call c…
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Antlion Audio Transforms Headphones Into VoIP Headsets
Antlion Audio announced its latest offering, ModMic Business, its first business-focused offering - it turns all headphones into high-performance VoIP…
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NurseConnect Enables Exceptional Patient Engagement
Avella unveiled NurseConnect, a new patient support program with the aim of educating and engaging those managing health conditions with specialty dru…
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NurseConnect Enables Exceptional Patient Engagement
Avella unveiled NurseConnect, a new patient support program with the aim of educating and engaging those managing health conditions with specialty dru…
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PTP Partners with CallMiner
This week, speech and customer analytics firm CallMiner announced a new partnership with PTP, which brings together CallMiner contact center expertise…
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Telax to Power Digitcom Canada Offering
Digitcom Canada, a telecommunications service provider that been around for a quarter century, has come out with a new cloud-based contact center solu…
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Israeli Bank Invests in Visual IVR
Israel's Bank Leumi has deployed the CallVU visual IVR and agent-customer collaboration platform. It's enabling the bank to direct more activity to di…
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MiaRec Makes Splash at BroadSoft Connections
Taking place October 22-25 at the JW Marriott Phoenix Desert Ridge Resort & Spa in Phoenix, Arizona, this year's event presents the theme "Rethink Inn…
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Monet to Present WFM Masterpiece at Dreamforce
Joining the distinguished number of attendees at Dreamforce is Monet Software as a Bronze Sponsor and service cloud exhibitor. Over the course of the …
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Monet to Display WFM Masterpiece at Dreamforce
Joining the distinguished number of attendees at Dreamforce is Monet Software as a Bronze Sponsor and service cloud exhibitor. Over the course of the …
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Social Media a Huge Player in Employee Advocacy
There is no doubt that we live in a social media dominated world. Businesses are seeing the benefits of social media and have been encouraging employe…
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Dialog Direct Declares 'Eureka!'
Dialog Direct selected CallMiner's Eureka platform and MyEureka solution in order to enhance its Dialog Direct platform to provide a more comprehensiv…
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Fake News: 5 Ways It Will Hurt Your Brand
What is fake news, apart from some of Donald Trump's favorite words on Twitter? From hyper-partisan websites to clone copies of respected media source…
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Seamless and Personalized Customer Experience Focus of Today's Contact Center
ISG evaluated 19 contact center services with four buyer archetypes to draw its conclusions. Importantly, ISG notes that we are living in a customer-d…
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Avaya Contact Center Upgraded by WEBTEXT with Facebook Messaging
Avaya took note of behavioral changes and asked WEBTEXT to help integrate a P2P messaging service into its contact center platforms.
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Avaya and BT Wholesale Bring Personalized Cloud to Mid-Market
Mid-market businesses will now benefit from Avaya and BT Wholesale's personalized and tailored cloud experience which has previously been reserved for…
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Assisting Advisors in Delivering Great Service
Advisors need just as much assistance in knowing how to deliver great service as the staff and agents they supervise. In order to teach, advisors must…
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Advanced Metrics Used to Enhance Call Center Performance
When it comes to enhancing call center performance, advance metrics need to be implemented in order to ensure efficiency and a positive customer servi…
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Indonesian Airport Introduces Video Contact Center
Indonesian airport, Soekarno-Hatta, has introduced a video contact center to allow travelers to talk face-to-face with customer service agents when ai…
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How to Improve Call-Center Long-Term Productivity
The good news is that there are a wide array of ways organizations can make their contact centers and the people working for them more efficient and e…
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Call Recording Offers Many Benefits
Call recording offers a variety of benefits that can help improve internal operations so businesses can be more effective in delivering optimal custom…
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Ann Handley Talks Omnichannel Marketing
On this week's episode, David talked to Ann Handley about her many accomplishments, focusing on her use of omnichannel marketing.
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Avaya Transforms Telekom Serbia's Customer Experience
Avaya helped transform Telekom Serbia's customer service experience dramatically by integrating a strategic four-year plan.
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Cloud Recording and Analytics for Service Providers in the MiFID II Era
The full enactment of MiFID II on January 3, 2018 will heavily impact communications recording for any organization offering investment advice in the …
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Contact Center Solutions Week in Review: Permata, Packet Fusion, and More
The Contact Center Solutions space was busy with Permata Bank and Packet Fusion purchasing Advanced Call Processing. A lot was happening so in case yo…
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Call Recording Week in Review: Envision, Calabrio, Snap & More
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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DFAS Deploys Click2Coach in Contact Centers
This week, the Department of Defense Finance and Accounting Service (DFAS) augmented its arsenal of workforce optimization tools in place with the dep…
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AudioCodes Enhances One Voice for Microsoft 365
AudioCodes has enhanced its One Voice for Microsoft 365 solution. New are call recording, CloudBond 365 hybrid and Cloud Connector Edition solutions, …
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CUSTOMER Magazine Announces Winners of the 2017 Contact Center Excellence Award
TMCannounced the winners of its 12th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.
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