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CUSTOMER NEWS

Verint Announces AI-powered Virtual Assistant

By: Maurice Nagle    3/20/2018

Verint released new customer self-service capabilities that include AI-powered enterprise chatbots and intelligent virtual assistants - riding project…

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Cloud-Based WFM or Bust

By: Paula Bernier    3/19/2018

An infographic from Monet Software illustrates the convenience, cost savings, and customer service benefits of cloud-based workforce management.

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8x8 X Series Provides Integrated Customer, Collaboration Experiences

By: Paula Bernier    3/19/2018

8x8's new X Series solution enables organizations to break down the departmental and communication medium barriers that prevent them from delivering a…

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Mavatar CEO Ramps Up Blockchain Conversation

By: Maurice Nagle    3/15/2018

Bob Dylan so succinctly stated, "the times they are a-changin'," describing an era of upheaval and disruption. Today, technology is serving up a heapi…

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Talent Benchmarking Creates the Best Contact Center Agent Profile

By: Mandi Nowitz    3/15/2018

The annual attrition rate in the contact center is 29 percent every year with the average agent lasting just over three years. Losing employees is cos…

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VoiceBase AU Addresses Australian Data Protection Acts

By: Maurice Nagle    3/15/2018

This week, VoiceBase unveiled VoiceBase AU. Coming Q2 of this year, the new service will offer an instance of the VoiceBase speech API platform online…

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What's the Deal with Customer Segmentation?

By: Special Guest    3/15/2018

In a highly competitive market, it is critical for a marketer to know who the right person is for sending information about their latest marketing cam…

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What Makes for a Happy Call Center

By: Paula Bernier    3/14/2018

Working as a call center agent isn't easy. It can get repetitive, callers can be cranky, and sitting at a terminal all day can get uncomfortable. But,…

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Vonage Unveils Initial 'Building Blocks'

By: Maurice Nagle    3/14/2018

This week, Vonage announced the arrival of real-time sentiment analysis and skills-based communications routing technologies to its repertoire. A prod…

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How One Company Mastered Omnichannel Consumer Care

By: Special Guest    3/14/2018

To maintain a strong connection with consumers through active engagement and service, Dorel Juvenile added various communication channels to its overa…

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Winning Factors for B2B Customer Experiences - Speed, Personalization and Specialization

By: Special Guest    3/13/2018

No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list. They want products and services to …

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Contact Center Solutions Week in Review: Aspect, NICE, Ozonetel & More

By: Maurice Nagle    3/10/2018

Digital transformation is a theme touching all points of business, riding the momentum of the cloud contact center solutions are ushering in change in…

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Aspect Introduces AI Assistant Suite

By: Maurice Nagle    3/8/2018

This week, at the annual HIMSS (Healthcare Information and Management Systems Society) conference, Aspect Software unveiled the Aspect AI Assistant Su…

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Let Customers Know You Feel Their Pain

By: Paula Bernier    3/8/2018

Anybody who's ever dealt with a crabby teenager knows the value of choosing their words carefully. This same advice is handy when attending to an unha…

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Ozonetel Unveils AI-driven Contact Center Solutions

By: Maurice Nagle    3/8/2018

Yesterday, Indian-based Ozonetel announced the arrival of its AI driven contact center solution, unveiling three modules for the contact center and sh…

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Monet Highlights Benefits of Cloud-Based Contact Center WFM

By: Paula Bernier    3/7/2018

Check out Monet Software's new white paper. It explores the differences between cloud, premises-based, and hosted models as they relate to contact cen…

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Robotic Process Automation Makes Compliance 'NICE'

By: Maurice Nagle    3/5/2018

Today, NICE unveiled enhancements to its robotic process automation platform that promise to provide operational compliance with GDPR.

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Contact Center Solutions Week in Review: Aspect, CallMiner, Kaplan Group & More

By: Maurice Nagle    3/3/2018

Digital transformation is a theme touching all points of business, riding the momentum of the cloud contact center solutions are ushering in change in…

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Ryan Stewman Reveals Simple Tips for Closing More Sales on Your Initial Call

By: David Reimherr    3/1/2018

Ryan is a five-time bestselling author, sales trainer, and entrepreneur. People throughout the industry call Ryan the "hardcore closer." Today, Ryan e…

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What Call Center Agents Can Learn about Getting to Yes

By: Special Guest    2/28/2018

Selling something that doesn't fit a customer's needs or desires is a quick route to bad word of mouth. In the past, it took a while for bad word of m…

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Why It Pays to Treat Part-Timers the Same as Full-Timers

By: Paula Bernier    2/27/2018

Sometimes it's hard to remember to keep contract, part-time, and remote workers in the loop. But, organizations that do so will find their efforts wel…

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How WFM Enables Cost and Time Savings

By: Paula Bernier    2/27/2018

Workforce management has many cost-saving and productivity benefits. And WFM solutions that leverage technologies like AI, BI, and CTI can do even mor…

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Aspect, CallMiner Come Together to Provide Compliance

By: Maurice Nagle    2/27/2018

This week, two titans of the contact center space announced a new partnership in the name of MiFID II compliance. Aspect Software and CallMiner unveil…

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Chasing Elusive Excellence in Customer Service: Why, and How to Get There

By: Special Guest    2/27/2018

Every company claims to be fixated on customer service, and yet data reveals that most brands are doing a terrible job when it comes to treating its c…

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The "Hardcore Closer" Explains How to Close More Sales Without Getting Pushy

By: David Reimherr    2/26/2018

Ryan Stewman is a five-time bestselling author, sales trainer, and successful entrepreneur. He is also a regular contributor to Forbes, Entrepreneur, …

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Top Tips for Effortless Call Center Operations-Best Practices For 2018

By: Special Guest    2/26/2018

Implementing best practices for effortless call center operations is vital in 2018 and beyond. Advancement in technology and rise in competition is an…

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Employee Retention Poses Consistent HR Challenge

By: Mandi Nowitz    2/23/2018

According to the 2018 SHRM/Globoforce Employee Recognition Report, the top workforce challenge is actually employee retention.

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Showpad Aims to Bridge the Gap Between Sales & Marketing

By: Paula Bernier    2/23/2018

Sales enablement is a popular software product category these days. Aragon Research has estimated the U.S. sales engagement market is worth $780 milli…

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Aspect Deploys Afiniti for Contact Center Routing

By: Mandi Nowitz    2/23/2018

If it feels like a customer service agent truly understands you, technology might be responsible to thank for the match up. This is the case for Aspec…

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Recipients of the 2018 CUSTOMER Products of the Year Award Announced

By: TMC    2/22/2018

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2018 CUST…

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Twilio Reportedly Readying Contact Center API Bundle

By: Paula Bernier    2/21/2018

Rumor has it that Twilio is planning to unveil an API bundle that makes it easier for developers to create contact center solutions. TechCrunch has re…

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Retail Disruptor Mavatar Participates in The Blockchain Event

By: Gerald Baldino    2/20/2018

Last Thursday, the cryptocurrency community gathered in Ft. Lauderdale for The Blockchain Event, a two-day conference collocated alongside ITEXPO desi…

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Monet Software Touts Benefits of Complete WFM/WFO

By: Paula Bernier    2/20/2018

Cloud-based call recording and workforce management solutions are helping to transform contact centers. Such solutions enable these organizations to m…

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Genesys Brings PureCloud to New Markets

By: Paula Bernier    2/20/2018

Genesys is expanding the PureCloud solution it first introduced back in 2016. It's extending this cloud-based internet telephony offering in various g…

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RAD-INFO Offers Tips for Sales Success

By: Paula Bernier    2/20/2018

Selling is increasingly difficult. But, sales people can get customers' attention, forge relationships, and break through the noise. And, at ITEXPO la…

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Upstream Appoints a New SVP, Worldwide Sales

By: Mandi Nowitz    2/16/2018

Andy McDonald has been appointed Senior Vice President of Worldwide Sales at Upstream Works. The announcement was made Wednesday, February 14 by the O…

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How Well is Your Omnichannel System Performing?

By: Mandi Nowitz    2/15/2018

Businesses are doing what needs to be done to improve customer experience. This includes offering an omnichannel experience as opposed to the old-fash…

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Yorktel, Workfront Discuss the Importance of Workflow

By: Paula Bernier    2/14/2018

The words automation, collaboration, and digital and unified communications are used a lot in tech and telecom these days. But, what they're really al…

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Focusing on the Value of Chatbots at ITEXPO

By: Gerald Baldino    2/14/2018

Chatbots are rapidly expanding across the business communications landscape, as consumer demand grows for fast and efficient customer service interact…

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Leavitt Offers Tech Companies Marketing Tips

By: Paula Bernier    2/13/2018

Old marketing tricks no longer work, says Angela Leavitt, founder and chief of Mojo Marketing. That's changing the game for marketing folks at tech co…

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Amadeus: Delivering an Exceptional Customer Experience

By: Special Guest    2/13/2018

The hospitality division of Amadeus delivers next generation business solutions based on open, cloud technology for hospitality organizations and offe…

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Optimizing Customer Feedback in the Workplace

By: Mandi Nowitz    2/13/2018

Management must ensure its employees are bringing up surveys as an option and not an obligation.

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A Sentimental Journey: Unified Office and Customer Sentiment Analysis at ITExpo

By: Cynthia S. Artin    2/13/2018

TCNIQ uses AI and data mining to detect and analyze sentiment and keywords in recorded phone calls.

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It's All Hands on Deck to Drive Successful Upgrades

By: Amy Downs    2/12/2018

According to Invesp, customer acquisition cost (CAC) is five times more expensive than retaining an existing customer. In order to offset CAC, it's im…

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Organizations Find the Visually Impaired Can Be a Valuable Call Center Resource

By: Special Guest    2/12/2018

Businesses and organizations looking to outsource call center and email support are finding expert help in an often overlooked place - right here in t…

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Contact Center Solutions Week in Review: Margot, LumenVox, and More

By: Mandi Nowitz    2/10/2018

Contact Center Solutions was all about making life easier through artificial intelligence (AI) and it went all the way to wine selection. If you did n…

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So You Want to be A Call Center Agent

By: Mandi Nowitz    2/9/2018

If you are considering working as an agent in a call center, there are a few job requirements that every potential candidate needs to consider before …

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DDV a Certified LumenVox Partner

By: Mandi Nowitz    2/9/2018

LumenVox and Digital DataVoice (DDV) announced DDV is now a LumenVox Skills Certified Partner.

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How Amazon is Changing Brick-and-Mortar Retail

By: Gerald Baldino    2/7/2018

Amazon Go is a major advancement, as customers don't even need to scan items or even take out a phone. The store's sensors communicate with the Amazon…

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How WFM Helps Call Centers Work Smarter

By: Paula Bernier    2/7/2018

Twenty percent of contact centers still use spreadsheets for forecasting and scheduling. That's a very inexact and manually-intensive way to handle th…

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