When a complex need arises, customers expect to be connected to a well-prepared agent who can quickly resolve the situation. That fix must be applied in a way that leaves both the customer and agent feeling great about the outcome. Fortunately, the technologies now exist that allow contact centers to deliver superior service levels that scale on every channel, noted Chris Bauserman, vice president at NICE CXone...
Wix has launched Ascend, a CRM suite consisting of tools for site promotion, cross-channel customer interaction management, intuitive search engine optimization, content creation for social media channels, lead capture, and the ability to respond to queries automatically. Its chat-centric interface ...
Fusion this week launched Contact360, an enterprise cloud contact center solution developed in collaboration with Technology for Business, the long-time partner it acquired earlier this month. "Fusion will be offering a clear migration path to the cloud for TFB's Fortune 500 enterprise and governmen...
Kana plans to build out its customer service experience management bona fides with its recent acquisition of contact center provider Ciboodle from the Sword Group. The point of the acquisition is to weave together Ciboodle's chief strengths -- its process-based customer contact management platform,...
For businesses serving the public, employees are the face of the company. Likewise, the manner in which employees interact with customers shapes their perception of the business and its brand. Ultimately, customer loyalty is built through positive interactions and high-quality customer service that ...
Many contact centers continue to operate at suboptimal levels. Case in point: One financial services company has managed to turn "press zero to talk to a human" into not just a selling point but a major advertising campaign. While some great leaps in efficiency and quality have been made over the pa...
RightNow Technologies and Genesys will combine their customer service application suites to deliver a joint offering available the end of May. The end result will be prebuilt, integrated computer telephony integration functionality in the RightNow suite and, as an added bonus for the company, access...
Most people can visualize the classic customer service environment: hundreds of agents sitting side-by-side in a large contact center, all working off the same script, working the same shifts and being monitored in the same manner. The mass media has reinforced this vision of customer service facili...
Microsoft and Alcatel expect to deliver a product next month that will target mid-sized companies with contact centers around the world. The two companies announced their intentions on Wednesday. The new product will be based upon Alcatel's OmniTouch Contact Center Premium Edition and Microsoft Dyna...
Apropos Technology is making a move to expand beyond the mid-market and sell to larger customers with the release of version 6 of its Interaction Management Suite. Due to debut in late June, the beefed-up application will provide upgrades for customization, integration, reporting and analytics capab...
A year after its first foray into the manufacturing vertical, Blue Martini has released Blue Martini 5 for Manufacturers. According to Joe Paytas, director of Blue Martini manufacturing industry, the latest version has three new features that leverage Blue Martini's J2EE architecture: lead manage...
Shares of e-commerce software developer Silknet Software (Nasdaq: SILK) gained 12.5 percent Monday, rising 3-15/16 to 35-7/16 after the company announced a new strategic alliance
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