Interactive Intelligence Customer Interaction Center® Achieves Certified Integration with SAP® CRM

ININ logoInteractive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, has achieved certified integration of its all-in-one Customer Interaction Center™ (CIC) software suite with the SAP® Customer Relationship Management (SAP CRM) application. Continue reading Interactive Intelligence Customer Interaction Center® Achieves Certified Integration with SAP® CRM

Students Connect with Campus Services Using Smartphones

Jacada, Inc., and Vocantas announce that Visual IVR capabilities are now available with Vocantas’ Scaller solution. Colleges and Universities that are committed to student success and want to improve student retention results can take advantage of the proven successful Scaller student outreach solution now available as a graphic menu on a mobile device. Continue reading Students Connect with Campus Services Using Smartphones

The Arthritis Foundation Chooses Safeharbor Knowledge Solutions to improve Call Center Performance

EnghouseSafeharbor Knowledge Solutions, an Enghouse Interactive company, was selected by The Arthritis Foundation, the largest national nonprofit organization supporting arthritis and related conditions, to provide knowledge base software and knowledge management services. Continue reading The Arthritis Foundation Chooses Safeharbor Knowledge Solutions to improve Call Center Performance

Call centre MOTs set to expire as only half do annual checks

aspect-logo-std-full-RGBLast year, Ofcom fined several companies for breaching silent and abandoned call rules, including its biggest fine yet of £750k to one firm. A recent survey of contact centre professionals by Aspect Software has discovered that almost two in five senior contact centre professionals in the UK admit that they are not, or they don’t know whether they are currently Ofcom compliant. Continue reading Call centre MOTs set to expire as only half do annual checks

8 in 10 people stop interaction with an organisation because it’s ‘too hard’

Just two in ten organisations rate customer effort – the level of frustration, amount of time invested and the number of times an organisation is contacted – as a top three measure of customer experience. This is despite 8 in 10 respondents of a Customer Contact Association (CCA) member survey, in partnership with Capita Customer Management, admitting that they have stopped interaction with an organisation because it was too hard. Continue reading 8 in 10 people stop interaction with an organisation because it’s ‘too hard’