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CUSTOMER NEWS

Passage.AI Joins NICE inContact DEVone

By: Paula Bernier    2/7/2018

Passage.AI has joined the NICE inContact DEVone program. The Passage.AI application is integrated with NICE inContact Cxone. This new DEVone member pr…

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Margot Makes Wine Selection Easy

By: Maurice Nagle    2/7/2018

Picking the perfect wine is not always easy. With all the innovation taking place in areas like artificial intelligence (AI), automation and more, put…

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Joe Pulizzi Talks Hot Topics from Content Marketing World 2017

By: David Reimherr    2/5/2018

Joe Pulizzi, otherwise known as the godfather of content marketing, is the founder of Content Marketing Institute, a world-leader in education and org…

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Contact Center Solutions Week in Review: Aspect, BBX, and More

By: Mandi Nowitz    2/3/2018

Contact Center Solutions saw everything from artificial intelligence to a new cloud contact center solution. There was also the offering of tips on ho…

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How WFO Removes Contact Center Friction

By: Paula Bernier    2/2/2018

Removing customer friction should be a core goal for businesses in today's day and age. Monet Software's Chuck Ciarlo says workforce optimization solu…

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BBX Introduces Cloud Contact Center Solution

By: Paula Bernier    2/1/2018

BBX Technologies has come out with a cloud-based contact center solution called Vuesion Sky. This adds to the company's portfolio, which already featu…

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Salesforce, Sabio, eGain Join Avaya AI Effort

By: Paula Bernier    2/1/2018

Avaya has welcomed three new members to its A.I. Connect initiative. The newcomers are eGain, Sabio, and Salesforce. The companies will contribute the…

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Minimize Customer Churn: Take Personalization to the Next-Level

By: Special Guest    1/31/2018

Consumer appetite for intelligent home technologies is likely to continue its rapid growth, making gifts such as Wi-Fi enabled thermostats the most so…

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Are You a Hugger or Handshaker? The Answer Will Determine Your Sales Success

By: Special Guest    1/30/2018

I greet the people I care about with a hug. It doesn't matter if it is my wife, my friend, my co-worker, or my customer. A hug communicates something …

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Aspect Key Ingredient to Cable Industry Customer Service Success

By: Maurice Nagle    1/30/2018

Reaping the rewards of a cable industry contact center revolution is Aspect Software, as it boasts recent number of cloud workforce optimization custo…

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Discussing the Downside of Callbacks

By: Paula Bernier    1/29/2018

The benefit of callback solutions is that callers don't have to remain on hold and call centers can offload some of their traffic during peak times. B…

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Three Ways to Encourage Employee Buy-In for the Digital Workplace

By: Special Guest    1/29/2018

There's a good chance your employees aren't nearly as engaged as you think they are. In fact, a whopping 71 percent of employees are not fully engaged…

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Contact Center Solutions Week in Review: Aspect, Avtex, and More

By: Mandi Nowitz    1/27/2018

Enhancing the customer experience is the theme for Contact Center Solutions this week. It started with a North American certification and finished str…

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How to Advance Your Brand Through Contact Center Coaching

By: Paula Bernier    1/26/2018

One thing contact centers will probably want to avoid, however, is simply scoring agents and sharing those scores with that. That's the kind of thing …

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3C Connect Takes Legacy to the Cloud

By: Mandi Nowitz    1/26/2018

3CLogic revealed its latest product, 3C Connect, which seamlessly integrates legacy or on-premises telephony and CRM systems. This release is to direc…

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How Speech Analytics Can Stem Churn, Drive Opportunity

By: Paula Bernier    1/26/2018

Companies that implement speech analytics can benefit from more sales, happier customers, better first call resolution rates, and more effective agent…

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Salesforce CXone Agent Announced

By: Maurice Nagle    1/24/2018

This week, NICE inContact announced the general availability of the NICE inContact CXone Agent for Salesforce on the Salesforce AppExchange. With the …

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Avtex Buys QoS Telesys from Genesys

By: Paula Bernier    1/23/2018

Customer service solution provider Genesys has sold its QoS Telesys contact center consulting business to Avtex. The value of the deal, which was anno…

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Aspect Via Awarded PCI Level 1 Certification in North America

By: Maurice Nagle    1/22/2018

Aspect Software is taking steps to ensure the contact centers leveraging its solutions don't fall victim, and are able to support this heavily regulat…

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Your Digital Marketing Issues Might Be All About Leadership

By: David Reimherr    1/22/2018

What should you do if you're not getting the results you want from your marketing efforts? If you're like most businesses, you keep trying to find way…

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What Agents Have to Gain from AI

By: Paula Bernier    1/18/2018

IBM says AI-powered chat bots and conversational agents can answer up to 80 percent of contact center inquiries. That frees up human agents to address…

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Gig Economy Work Calls for New WFO/WFM Solutions

By: Paula Bernier    1/17/2018

The proliferation of the smartphone and the app, the rise of the cloud, and the arrival of the digital disruptor have led companies of all stripes to …

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Influencers Have Taken Over Online Video

By: Paula Bernier    1/17/2018

Influencers have taken the online world by storm, and sponsored influencer content has drawn far more viewers than the content it aimed to promote?

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Jacada Seeks to Change Face of Contact Centers

By: Mandi Nowitz    1/17/2018

Jacada announced it garnered an investment of $4.5 million from investors such as Israel Growth Partners (IGP), a Private Equity investment firm as we…

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Contact Center Solutions Week in Review: ITEXPO, Upstream, and More

By: Mandi Nowitz    1/17/2018

Between the ITEXPO in Fort Lauderdale, Florida held this week and omnichannel experiences, Contact Center Solutions was brimming with exciting news an…

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GDPR Compliance Coming Soon

By: Maurice Nagle    1/16/2018

This week, NICE announced a solution developed specifically for GDPR (GDPR Compliance Center), enabling user-friendly implementation and promises the …

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Reinventing the Customer Service Model Using Bots and Brains

By: Special Guest    1/16/2018

Digital disruption is revolutionizing industries across the globe, and customer service is no exception. According to Gartner, "By 2020, 85 percent of…

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PodOne Revolutionizing 2018

By: Mandi Nowitz    1/16/2018

PodOne is on its way to making 2018 a revolutionary year, starting by launching Qubicle ICO this week. Additionally, the company announced former Alpi…

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Why Contact Centers Using Remote Agents Need WFM

By: Paula Bernier    1/12/2018

Hiring remotely-located contact center agents has a lot of benefits. But organizations that do so will want to have workforce management solutions in …

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How to Shop for Contact Centers

By: Paula Bernier    1/12/2018

Organizations that are shopping for new contact center offerings should be sure to consider their reporting requirements and whether the solutions the…

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Biz Technology Solutions, Enghouse Interactive Align

By: Paula Bernier    1/12/2018

Biz Technology Solutions and Enghouse Interactive have joined forces to deliver more complete solutions to small and medium business customers and ent…

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New Partnership Puts AI to Work in Contact Center Solutions

By: Maurice Nagle    1/11/2018

This week, Hinduja Global Solutions and Inbenta announced a new partnership where the pairing will augment the HSG CX portfolio via seamless integrati…

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Telecommunications 2020: How Enterprises Will Get a B2C Like Customer Experience

By: Special Guest    1/11/2018

Customer experience as a business driver dates to the age of brick and mortar stores where a poor in-store experience resulted in customers shying awa…

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Next-Generation Customer Service Solutions

By: Lindsey Patterson    1/10/2018

From customers interested in taking a more active role when doing business to sophisticated tools like big data analytics, allowing for the creation o…

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Aspect Takes Aim at Channel

By: Maurice Nagle    1/9/2018

Today, Aspect Software, known for its future-forward suite of customer engagement solutions and then some, launched the Aspect Via Reseller Program. I…

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Investment Bank Turns to NICE COMPASS

By: Paula Bernier    1/9/2018

A global investment bank has tapped NICE to provide its COMPASS Communication Compliance Assurance solution. That is expected to help the organization…

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Improve Conversion Rates by Appealing to People's Emotions

By: David Reimherr    1/8/2018

Many companies believe that in order to get conversions and sales they need to focus on facts and figures. The more data they have, the more people wi…

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3CLogic, MapAnything Integration Enhances Agent Efficiency

By: Paula Bernier    1/5/2018

ServiceNow ecosystem partners 3CLogic and MapAnything have integrated their respective offerings to allow for greater call center agent productivity. …

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Lazada Leans on Aspect Software for Customer Engagement

By: Maurice Nagle    1/4/2018

Alibaba-owned Lazada selected Aspect Software as its trusted partner, with the upcoming deployment of the Aspect Unified IP 7.3 and Aspect Quality Man…

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Why Apple, Aspect Are Keen on India

By: Paula Bernier    1/4/2018

India has undergone a hugely important digital transformation. And Apple and Aspect Software are among the companies who are there to help move it for…

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AI, CTI, WFM Transform Call Centers

By: Paula Bernier    1/3/2018

Monet Software explains how AI, CTI, and WFM can transform call centers from cost centers to profit centers. AI has an array of applications in the ca…

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How Agent Training, WFM Impact CX

By: Paula Bernier    1/3/2018

In contact centers, agent training and workforce management are important in getting agents to answer calls quickly, reduce hold times, answer questio…

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Go Vertical to Meet Your New Customer Goals in 2018

By: Special Guest    1/3/2018

In this overcrowded, ultra-competitive market, you'd think you'd need a megaphone or bulletin-sized billboard to stand out. The truth is, small busine…

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NICE inContact CXexchange Builds Membership with Brand Embassy Addition

By: Maurice Nagle    1/3/2018

This week, NICE inContact announced the newest member of the CXexchange, Brand Embassy Ltd., with the new addition NICE inContact customers can take f…

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Virtual Assistants Could Generate $7.7B by 2025

By: Paula Bernier    1/2/2018

Virtual digital assistants are poised to see rapid adoption in the enterprise, according to Tractica. A new report from the company indicates more tha…

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Self-service Clear Customer Preference

By: Mandi Nowitz    12/29/2017

Despite the desire for direct and personal interaction, cell phones seem to be exempt from the notion. No longer are we rushing to answer phone calls …

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Employees as Advocates and Cheerleaders

By: Mandi Nowitz    12/29/2017

It is one thing to come aboard a new job and be referred to as a "team player," but it is quite another to feel and see the contributions that you hav…

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Bookmycab Offering Better Contact Center Ride

By: Mandi Nowitz    12/29/2017

Bookmycab.com is India's ultimate taxi reservation marketplace, government verified and available for download on both Apple and Android. The company …

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Marketers Need to Consider Contact Centers

By: Paula Bernier    12/28/2017

Calabrio study discusses rising customer expectations, the lack of necessary tools in many contact centers, and the need for customer experience effor…

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Employee Social Sharing Drives Marketing, Sales

By: Paula Bernier    12/27/2017

A new infographic illustrates the value of your employees' social media posts. According to the infographic, employee social media posts on average ge…

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