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CUSTOMER NEWS

Top Leadership Skills for Management in Contact Centers

By: Mandi Nowitz    11/2/2017

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

By: Mandi Nowitz    11/1/2017

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

By: Paula Bernier    10/31/2017

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

By: Mandi Nowitz    10/30/2017

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

By: Maurice Nagle    10/30/2017

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

By: Amy Downs    10/30/2017

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

By: Amy Downs    10/30/2017

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

By: Mandi Nowitz    10/30/2017

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

By: Paula Bernier    10/27/2017

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

By: Mandi Nowitz    10/27/2017

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

By: Maurice Nagle    10/27/2017

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

By: Maurice Nagle    10/26/2017

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

By: David Reimherr    10/24/2017

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

By: Maurice Nagle    10/24/2017

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

By: Maurice Nagle    10/24/2017

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

By: Special Guest    10/23/2017

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

By: Maurice Nagle    10/23/2017

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

By: Maurice Nagle    10/23/2017

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

By: Maurice Nagle    10/23/2017

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

By: Mandi Nowitz    10/21/2017

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

By: Mandi Nowitz    10/20/2017

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

By: Mandi Nowitz    10/20/2017

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

By: Mandi Nowitz    10/20/2017

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

By: Maurice Nagle    10/20/2017

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

By: Maurice Nagle    10/20/2017

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

By: Maurice Nagle    10/19/2017

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

By: Paula Bernier    10/19/2017

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

By: Paula Bernier    10/19/2017

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

By: Maurice Nagle    10/18/2017

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

By: Maurice Nagle    10/16/2017

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

By: Maurice Nagle    10/16/2017

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

By: Mandi Nowitz    10/16/2017

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!'

By: Maurice Nagle    10/13/2017

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

By: Special Guest    10/13/2017

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

By: Mandi Nowitz    10/13/2017

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

By: Mandi Nowitz    10/13/2017

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

By: Mandi Nowitz    10/13/2017

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

By: Mandi Nowitz    10/13/2017

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

By: Mandi Nowitz    10/12/2017

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

By: Mandi Nowitz    10/12/2017

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

By: Paula Bernier    10/11/2017

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

By: Paula Bernier    10/11/2017

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

By: David Reimherr    10/10/2017

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

By: Mandi Nowitz    10/9/2017

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

By: ASC Horizons    10/9/2017

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

By: Mandi Nowitz    10/7/2017

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

By: Maurice Nagle    10/7/2017

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

By: Maurice Nagle    10/6/2017

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

By: Paula Bernier    10/6/2017

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

By: CustomerZone360 News    10/5/2017

TMCannounced the winners of its 12th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.

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