RESPONSE employees shine at the glitzies

RESPONSE, one of the UK’s leading contact centres located in Glasgow, has staged its third annual awards ceremony in recognition of the hard work its employees have delivered over the last year.14 awards in total were up for grabs at the ‘Glitzies’ event in Glasgow’s Crowne Plaza hotel; with leading TV and Radio personality Tam Cowan appearing as special guest host for the event. Continue reading RESPONSE employees shine at the glitzies

Pindrop Security adds voice biometrics to phone fraud prevention kit

Pindrop Security, the pioneer in phone fraud prevention and call centre authentication for banks and enterprise call centres, today announced the availability of Pindrop Security’s Fraud Detection System version 2.0, which adds voice biometrics to Pindrop’s patent-pending Phoneprinting™ technology. Continue reading Pindrop Security adds voice biometrics to phone fraud prevention kit

Intradiem Expands Global Reach through Workforce Optimization Specialist Call Design Partnership

Intradiem, the leading provider of intraday management solutions, and Call Design Inc. have partnered to improve contact center productivity, agent performance and the customer experience for organizations in North America, Europe and Asia/Australia by leveraging both intraday management and workforce optimization technologies. Continue reading Intradiem Expands Global Reach through Workforce Optimization Specialist Call Design Partnership

Utilities Modernize Customer Experience With SAP

Delivering an exceptional customer experience is key to improving service and agility in the utility industry. SAP AG continues to lead its utility customers through a market transformation, including the need to be more customer-centric than ever before. With the explosion of social media and mobile devices, combined with more extreme weather that can affect service, today’s customers demand better, even proactive, communication through multiple channels. Continue reading Utilities Modernize Customer Experience With SAP

IntelliResponse Launches Virtual Agent for Salesforce on Salesforce1 AppExchange

IntelliResponse today announced it has launched “IntelliResponse Virtual Agent (VA) for Salesforce” on Salesforce1 AppExchange, empowering businesses to connect with customers, partners and employees in entirely new ways. The new app and integration bring an enterprise-grade virtual agent technology solution to the Salesforce Service Cloud to help both consumers and contact center agents find a single right answer to their questions across digital and agent channels. Continue reading IntelliResponse Launches Virtual Agent for Salesforce on Salesforce1 AppExchange

Biggest Newspaper in Brazil Improves Customer Service with New Altitude uCI 8 Solution

AS LogoAltitude Software, a leader in unified customer interaction solutions, today announced that Folha de S. Paulo, the newspaper with largest circulation in Brazil, deployed the new Altitude uCI 8 customer interaction management solution and registered improved quality and increased efficiency in customer service and campaigns. Continue reading Biggest Newspaper in Brazil Improves Customer Service with New Altitude uCI 8 Solution

Sitel Recognized as Leader in the 2014 Global Outsourcing 100 List

Sitel, a leading global customer care provider, today announced that it has been named to the Leader category of the 2014 IAOP Global Outsourcing 100 Awards®. Through this recognition, Sitel has been lauded for its continued growth and size, delivery of a superior customer experience, exceptional industry capabilities and distinguished management abilities. Continue reading Sitel Recognized as Leader in the 2014 Global Outsourcing 100 List

Pegasystems Latest Marketing Solution Enables Predictive, Personalised Mobile Offers

Pegasystems Inc. the leader in Business Process Management (BPM) and a leading provider of Customer Relationship Management (CRM) solutions announced the latest version of its Next-Best-Action Marketing solution. This new solution has enhanced outbound capabilities so that marketers can better target customers in the mobile channel by defining specific geographic locations to help deliver real-time offers at the location where a customer interacts with a business. Continue reading Pegasystems Latest Marketing Solution Enables Predictive, Personalised Mobile Offers

Verint Q&A – No. 11

Verint LogoQuestion: The executives here have decided that they want our company to dramatically improve customer satisfaction and loyalty. At a high level we can either invest in voice of the customer technologies or we can invest in tools that help us develop our employees’ skill and knowledge. I don’t think there is some middle ground compromise between the two, as the budget only goes so far. Happy to hear your thoughts.

Continue reading Verint Q&A – No. 11