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CUSTOMER NEWS

Salesforce Einstein Improves Lids Email Marketing Performance

By: Paula Bernier    7/18/2018

Hat retailer Lids recently adopted Salesforce Einstein to send more personalized communications to a more targeted email list to get better program pe…

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AI & The Future of Work

By: Paula Bernier    7/16/2018

Businesses have to figure out how The Future of Work fits into their strategies and how they can use advanced technology platforms - including AI and …

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Does Your Credit Card Network Matter?

By: Special Guest    7/13/2018

The news that American Express appears on the verge of overtaking Mastercard in terms of market share isn't the kind of breaking headline that sends m…

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Don't Overlook Desktop Analytics

By: Maurice Nagle    7/12/2018

Monitoring is key in the contact center. Recording conversations, analyzing and digging into the data to develop best practice for agents is vital to …

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Best NYC boroughs for IT experts

By: Special Guest    7/12/2018

Arguably, New York City is the financial capital of the world. In NYC, one can find an abundance of small, medium and big businesses, which range from…

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Advantages of a Good Patch Management Strategy

By: Special Guest    7/12/2018

Having good patch management solutions and strategies is essential because it allows for a greater degree of control in keeping information systems up…

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3DD - Advantages of a Good Patch Management Strategy

By: Special Guest    7/12/2018

Having good patch management solutions and strategies is essential because it allows for a greater degree of control in keeping information systems up…

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What the future of Customer Service holds, as foretold by the History of Customer Service.

By: Special Guest    7/10/2018

What the future of Customer Service holds, as foretold by the History of Customer Service.

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Important Role Of Video Chat Is To Make Your Business Reach Great Heights!

By: Special Guest    7/9/2018

For any business, customer satisfaction is the most important aspect that makes a business more successful. Live chat has made an importance place in …

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ASA, WFM Key to Keeping Call Abandonment Down

By: Maurice Nagle    7/5/2018

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…

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Choose Your Words Wisely for Optimal CX

By: Paula Bernier    7/3/2018

Words matter. So businesses and individuals need to consider their word choices and sentiment when interacting with customers and prospects. They shou…

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Engage your employees with the best activities - Let your team feel good

By: Special Guest    7/3/2018

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…

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IDC Names 5 Conversational AI Innovators

By: Paula Bernier    7/2/2018

International Data Corp. today named Artificial Solutions, CogniCor, Inbenta, Kore.ai, and Personetics as IDC Innovators in the conversational AI plat…

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In Asset Management, Zebra Shows New Stripes

By: Cynthia S. Artin    6/28/2018

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…

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CxEngage Injected with Quality Management

By: Maurice Nagle    6/27/2018

Serenova announced the integration of CXEngage Quality Management (CxQM) into CXEngage, Serenova's CCaaS solution. The robust quality management solut…

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New Vonage Nexmo Offering Enable Contact Center Customization

By: Paula Bernier    6/27/2018

Vonage has introduced new Nexmo offerings that enable developers and businesses to create customized contact centers.

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5 Overlooked Marketing Technologies that Will Help You Increase Sales

By: Special Guest    6/25/2018

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, …

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Israel Doesn't Want Customers Left Waiting

By: Paula Bernier    6/20/2018

New Israel Ministry of Communications requirements deem communications companies can't keep callers waiting for customer service longer than six minut…

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Vonage Says CX Cloud For All

By: Maurice Nagle    6/19/2018

This week, Vonage expanded its contact center presence, making Vonage CX One Cloud available to organizations leveraging Vonage Business Cloud - the c…

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Reports Address AI Adoption, Best Practices

By: Paula Bernier    6/19/2018

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…

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How digital customer service revolutionized the beauty industry

By: Special Guest    6/19/2018

The beauty industry isn't often associated with the latest technological advancements in customer service, but this has been steadily changing in rece…

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Compelling Business Benefits of Enterprise IT Integration

By: Special Guest    6/18/2018

Enterprises today face struggle with distinct types of IT integration challenges. They deal with static applications, cloud applications, etc. The tri…

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AI Helps With Customer Service

By: Paula Bernier    6/13/2018

Customer service and AI are a match made in heaven.

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Comm100 Launches AI Chatbot, Expands N.Am. Effort

By: Paula Bernier    6/13/2018

Comm100's new chatbot employs AI and natural language processing (text-based, not audio) to understand and respond to customer intents without being p…

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A Beginner's Guide to Open Access Automation Software

By: Special Guest    6/13/2018

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 …

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Monet Unveils New WFO Software

By: Paula Bernier    6/12/2018

Monet Software has released a new version of its workforce optimization suite.

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Real Customers, Artificial Intelligence: Transforming the Digital Support Experience

By: Special Guest    6/11/2018

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 …

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Deskforce Brings Voice to Zoho CRM

By: Paula Bernier    6/11/2018

Deskforce and Zoho have come together to deliver a new integrated solution called the Deskforce Extension for Zoho. Available now in the Zoho Marketpl…

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Telzio Transcends VoIP Transition

By: Maurice Nagle    6/8/2018

Telzio announced Telzio Webphone, leveraging WebRTC to enable users real time communications via an endpoint of their choosing. Because it's WebRTC-ba…

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The Cost to Business of Fake and Misleading Resume Information

By: Special Guest    6/5/2018

Poor hiring decisions have been known to wreak havoc on businesses, inflicting costs in finances and weakening the community's sense of overall trust …

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How Contact Centers Can Get Best Agent Results

By: Paula Bernier    6/4/2018

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…

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How to Keep Remote Workers Engaged

By: Paula Bernier    6/1/2018

To get the most of our remote employees and contractors, organizations should have a strategy and the right tools in place.

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Ventana Research Reveals Cloud Contact Center Leaders

By: Maurice Nagle    5/31/2018

Today, Ventana Research revealed the results of the Inaugural Value Index for Contact Centers in the Cloud, spotlighting Aspect Software. The cloud co…

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CallMiner Unveils New and Improved Eureka Coach

By: Maurice Nagle    5/30/2018

This week, CallMiner unveiled the newest release of Eureka Coach, its agent management platform. The cloud-powered contact center solution leverages C…

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VoiceBase Venture Redefines R & D

By: Maurice Nagle    5/23/2018

VoiceBase announced a partnership with the University of Sheffield to create the Centre for Speech & Language Technology. Led by the VoiceBase team an…

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Listen, Learn, and Help - The Keys to Success

By: Paula Bernier    5/23/2018

This story is about the importance of anticipating needs, caring and addressing complaints in a timely manner, listening, and valuing people over proc…

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A Few Phrases for Your Call Center Script

By: Maurice Nagle    5/21/2018

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…

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Aspect Unwraps CXP 18

By: Maurice Nagle    5/21/2018

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…

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Aspect Awards Trends Top Honors

By: Maurice Nagle    5/18/2018

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…

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8x8 on AI Bolstering Bender

By: Maurice Nagle    5/16/2018

This week, 8x8 announced the acquisition of Silicon Valley startup MarianaIQ (MIQ), making another AI notch on the cloud communication provider's belt…

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Kronos and Microsoft Partner on Streamlining Reports and Requests

By: Ken Briodagh    5/16/2018

Kronos Incorporated will collaborate with Microsoft, via the Workforce Dimensions Technology Partner Program, on new solutions for easing workforce ma…

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Teleopti Brings AI to WFM

By: Paula Bernier    5/16/2018

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…

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Bright Pattern Announces Integration with Google on Text-to-Speech

By: Ken Briodagh    5/11/2018

In a recent release, Bright Pattern recently announced its integration with Google Cloud Text-to-Speech.

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Speech Analytics: 5 Key Benefits for Contact Centers

By: Ken Briodagh    5/11/2018

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…

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Why Data Analytics Is Important to Employee Engagement, Retention

By: Paula Bernier    5/10/2018

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…

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VOX Partners with Ocular on O!Connect

By: Paula Bernier    5/8/2018

O!Connect is VOX's hosted contact center solution, based on Aspect Software and delivered in partnership with Ocular Technologies.

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How Customer Service Can Get Onboard with Digital Transformation

By: Paula Bernier    5/4/2018

For call center, contact center, and other customer service operations, AI, the cloud, omnichannel communications, and workforce management are key en…

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How Customer Service Can Get Onboard with Digital Transformation

By: Paula Bernier    5/4/2018

For call center, contact center, and other customer service operations, AI, the cloud, omnichannel communications, and workforce management are key en…

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How Workforce Management Delivers Better Outcomes

By: Paula Bernier    5/3/2018

Workforce management systems make the life of the call center manager far easier, and can add up to happier agents and more satisfied customers.

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Really Simple Systems Enables 'Explicit Consent'

By: Maurice Nagle    5/1/2018

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…

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