Market Force Launches Global KnowledgeForce Customer Intelligence Platform

Market Force Information, a worldwide leader in customer intelligence solutions, today announced the official launch and general availability of KnowledgeForceSM, a customer intelligence platform that empowers consumer-facing businesses (retailers, grocers, restaurant chains, petrol stations, etc.) to spend more time fixing problems and less time finding them.  Continue reading Market Force Launches Global KnowledgeForce Customer Intelligence Platform

TantaComm Enhances Screen Recording Capabilities with Native Screen Capture Module

For 20 years, TantaComm has been providing interaction recording, security and regulatory compliance, and performance management solutions for contact centers globally. While Screen Recording has been available from TantaComm for years, today’s release of TantaComm’s native Screen Recording solution more effectively aligns with the company’s open architecture while delivering superior functionality and scale.  Continue reading TantaComm Enhances Screen Recording Capabilities with Native Screen Capture Module

Interactive Intelligence Reports Fourth-Quarter and Full Year 2013 Financial Results

ININ logoInteractive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, has announced financial results for the fourth quarter and full year ended Dec. 31, 2013.  Continue reading Interactive Intelligence Reports Fourth-Quarter and Full Year 2013 Financial Results

Eptica grows global sales to $10.6m and increases revenues by 18% in 2013

Global multichannel customer interaction software company Eptica today announced record financial results. 2013 saw turnover increase by 18% to $10.6m (£6.5m), underpinned by growing demand for its innovative, linguistic-powered customer interaction software. This is significantly higher than the overall global software market, which had a predicted 2013 growth rate of just 5.7%, according to analysts IDC. Available in 26 languages, Eptica’s Enterprise Suite transforms customer service by applying linguistics and natural language processing across all digital channels.  Continue reading Eptica grows global sales to $10.6m and increases revenues by 18% in 2013

Sitel positioned as leaders of the Gartner Magic Quadrant

Sitel, a leading global customer care provider, today announced it has been positioned by Gartner, Inc. in the Leaders quadrant of Gartner’s 2013 Customer Management (CM) Contact Centre BPO report. The report evaluates vendors through a series of stringent criteria related to the ability to execute and completeness of vision.  Continue reading Sitel positioned as leaders of the Gartner Magic Quadrant

Amica Mutual Insurance Company selects Semafone to underpin exemplary payments service

Semafone today announced that Amica Mutual Insurance Company has selected Semafone’s secure payments solution to handle its payments taken over the telephone. The new system will be implemented across Amica’s 40 branches and customer call centre locations in the U.S. The move is part of Amica’s continued commitment to providing exemplary customer service for its policyholders.  Continue reading Amica Mutual Insurance Company selects Semafone to underpin exemplary payments service

Consumer hounding declines, but more needs to be done, says Aspect Software

Following Ofcom’s announcement that it had observed a significant decrease in silent, abandoned and nuisance calls, customer engagement expert, Dave Ogden commented that, while such improvements should be seen in a positive light, the job is far from complete.  Continue reading Consumer hounding declines, but more needs to be done, says Aspect Software

ChatBee, the Live Chat Service, is Launched Helping Companies Increase Conversion Rate and Sales

ChatBee provides a unique Live Chat Outsourcing Service that allows potential and existing customers to communicate directly with one of their professionally trained Live Chat agents, without the client needing one of their existing staff constantly monitoring the computer. Alex Dutton, Marketing Director at ChatBee, explains, “Live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone. 58% of U.S. consumers say they’ve interacted with an e-retailer using live chat, up from 54% last year, according to a new E-tailing Group.”  Continue reading ChatBee, the Live Chat Service, is Launched Helping Companies Increase Conversion Rate and Sales

Customer Satisfaction Gap Between Mobile and Traditional Retail Websites Widens

ForeSee, the global leader in customer experience analytics, has today announced the findings of its annual mobile retail report, which measures customer experience across the UK’s top 10 (as defined by Internet Retailer) mobile retail websites in the UK. The research, carried out among nearly 2,500 surveys as part of the ForeSee Experience Index (FXI), serves to investigate the impact mobile shopping has had on those retailers, and provides valuable insight on how UK shoppers are using their mobiles to browse, research and purchase goods.   Continue reading Customer Satisfaction Gap Between Mobile and Traditional Retail Websites Widens