CUSTOMER NEWS
Verint Announces AI-powered Virtual Assistant
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
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
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
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
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
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?
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
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'
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
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
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
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
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
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
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
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'
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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?
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
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
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
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
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
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
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
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
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
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
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
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
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
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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